topic Re: Selected the wrong add-on in Get Support

Selected the wrong add-on

Mel7 — Wed, 05 Jan 2022 18:05:11 GMT

Hello,

I selected the wrong add-on option. How can I cancel this add-on and select the right one?

Please advise

Thanks!

Re: Selected the wrong add-on

computergeek541 — Fri, 04 Sep 2020 21:53:44 GMT

Generally, you can't cancel an add-on and all sales are final. A moderator might make the adjustment for you, but they don't have to. Is the incorrect add-on for something that you would eventually use?

Re: Selected the wrong add-on

gblackma — Fri, 04 Sep 2020 21:56:07 GMT

@Mel7 depost the additional funds for the right add on if required, contact the moderators, explain what happened and ask them to reverse the incorrect add on and to add the right one. There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: Selected the wrong add-on

Staliger — Fri, 04 Sep 2020 21:56:22 GMT

@Mel7 click on ? on bottom right of the page, follow the steps, and create a ticket with moderators. They may help you with this.

Re: Selected the wrong add-on

darlicious — Fri, 04 Sep 2020 22:07:37 GMT

@Mel7

I prefer using the private message option. Follow @gblackma advice but when sending an initial pm to the moderators for a service request add the topic in the subject line ( purchased wrong add on) and a detailed message outlining the issue. Always include the following:

Full name, address, email, ph# and pin# on your account.
If you cannot remember the pin# you will need to further verify your identity.
Include alternate ph# if any, d.o.b., last payment, date, amount, type, last 4 digits.
You may also be asked your security question and answer, plan amount, recent purchases or changes, frequently called or texted numbers, rewards or autopay info.

Including as much info as possible reduces the need for back and forth messaging and often can lead to your issue being resolved before they reply to you or you respond. Be sure to ask for a review link once your interaction ends to give helpful feedback on the moderators customer service.

Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times.

Re: Selected the wrong add-on

Mel7 — Fri, 04 Sep 2020 22:44:02 GMT

Thank you for your replies! I could create a ticket 🙂