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Troubleshoot Your Registration
Click on the question to link to the answer
1. I have registered, but Paypal say I don't have
a sending limit
2. I'm trying to pay by credit card, but when I
click on the button the link fails.
3. I can't log into my account but I've paid.
4. I haven't had my confirmation email and I can't
log into my account.
5. I have sent a cheque, but heard nothing from
you.
6. I have had my credit card bill, and the
currency conversion means I've paid more than I was expecting.
7. Why have I been charged twice by Paypal?
Payment Troubleshooting
Answers
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1.
I have registered, but Paypal say I don't have a sending limit.
If
your initial 'Sending Limit' is set too low:
The
only reason your payment may fail is if your initial Paypal
'sending limit' is set too low (basically the maximum amount
Paypal will allow you to pay us). This only effects 3%
of subscribers. This occurs if Paypal cannot get online account status confirmation from your credit card
or debit card company.
If
you have this problem, there are two ways in which you can sort it
out:
Firstly,
you can get the four digit code printed alongside the Paypal set-up
fee purchase from your credit card company, or from your next
statement, enter that into your Paypal account (via the link in the
set-up email sent to you), and your sending limit will automatically
increase to your credit card limit.
To do this you will need to
either wait for your next credit card statement, or phone your credit
card company to get the Paypal code. Unfortunately, you will have to
go through the registration and payment process again.
Alternatively,
if you contact us, we are able to convert your subscription to cheque,
and you can pay by that method instead. This does incur a time
delay, but we attempt to get you access as soon as possible.
If
you have any problems with payment by credit card, do not hesitate to
contact us for advice. We have a deep understanding of the
Paypal system, and will do everything we can to sort your problems out
quickly.
2.
I'm trying to pay by credit card, but when I click on the button the
link fails.
This means that the card processing service we
use may be having problems. If you continue to be unable to pay,
please try again in a few minutes.
3.
I can't log into my account, but I've paid.
If you have
paid by credit card, you may have to wait up to 1 hour to get access - this
delay is incurred in credit checking your payment. However, in most cases
we confirm subscriptions within an hour.
When
logging into the members area of the Sandform site, you will need your:
1. Username
2. Password
Both of
these pieces of information will have been
emailed to you when you subscribed.
After you
have clicked the login link, you will get to the members access page. You must
enter the above information and then click the OK button.
If you get
an error message, you have entered the wrong details. If you have
continued problems logging in try the following:
1.
Check you have your 'CAPS LOCK' off - the details are case specific.
2.
Windows sometimes remembers the password wrongly. Get
your browser to 'remember' a blank login box - which will flush the old, wrong
details from Windows. Once you have done this, try logging in again with
the correct details.
3.
If you are still not getting access, go into your internet settings (Tools menu in your
browser). Click on the 'delete temporary internet files' and then
try logging in again. It may be that your browser is full of old pages and
keeps returning an old error message.
If all else
fails, email us at helpdesk@sandform.com.
We will endeavour to get you access as soon as possible.
4.
I haven't had my confirmation email and I can't log into my account.
The only reason for not receiving your
registration email is if the email address you provided us with was
wrong. Contact us if you have this problem and we will amend
your details.
An incorrect email address will not
effect your ability to log into your account, please see logging in
information above.
5.
I have sent a cheque, but heard nothing from you.
Please contact us immediately. We
receive mail every day, so there should be no reason for your payment
not to reach us. Call on the number above.
6.
I have had my credit card bill, and the currency conversion means I've
paid more than I was expecting.
This problem no longer occurs as we only
take payment in pounds sterling.
7. Why have I been charged twice by Paypal?
First-time
users of Paypal:
If you are using Paypal for the first time
they may make an extra charge of about £1.37 to your credit card.
This is a PayPal set-up fee, and is refunded when you confirm your PayPal
details. It is not controlled by Sandform.
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