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Ｑ1) What should I do if I have lost my username and password?
A) Please e-mail our support desk with your name and the e-mail address used upon signing-up. After validation, you will receive confirmation of your username and password on the registered e-mail address.
Ｑ2) I haven’t received the confirmation e-mail, even though the registration process is complete?
A) You may have registered your e-mail address incorrectly, or may have registered with an e-mail address for cellular phones. There may also be a system error preventing the e-mail to be sent. Please contact our support with the e-mail address registered upon signing up, and the line “Confirmation not received” in your problem description.
Ｑ3) Can I change the registered credit card number, to use another card?
A) We are not able to accept changes to the already registered credit card details. Please cancel all the account registered for automatic renewal, then sign up again with the new card. You will need to sign up with a different username.
Ｑ4) Can I change the registered e-mail address?
A) We identify our customers by their e-mail address. Please contact our support with details of both old and new e-mail address, for re-registration of your e-mail information.
Ｑ5) I receive authentication error when entering the username and password.
A) Please ensure that username and password are entered correctly. Users may often confuse numeric “1”, “0” with alphabet “l” (lowercase ‘L’), “O” (uppercase ‘o’). Also ensure that there is no “white space” entered. Both entries are case-sensitive. Authentication may also fail if connection is established via a proxy server. If you continue to experience authentication errors after following these directives, please contact our support with your username and password. We will get back to you after investigation of the issue.
Ｑ6) I receive an authentication error, even though I have automatic renewal on my account. What’s wrong?
A) There may be a problem in transaction with the registered credit card. Please contact our support for more assistance.
Ｑ7) Isn’t there an additional charge like “Dial Q2”, or “international calling” ?
A) No. There is only a strictly set monthly charge for the membership on our site. Once the membership fee has been transacted, there will not be another charge for another month. (Charge for the initial payment may be delayed, due to the credit card transaction system) If you are connected to the internet on a dial-up modem, there will only be the regular connection charge paid to your ISP and local phone supplier.
Ｑ8) Which credit cards do you accept?
A) We accept VISA, Mastercard and JCB.
Ｑ9) In what currency will I be charged?
A) Charges are billed in United States Dollars (USD). For the amount in your local currency, please refer to the current exchange rate issued by your bank.
Your credit card issuer may issue a bill with specific details of the exchange rate.
Ｑ10) Under what name will my credit card be billed?
A) It will be billed by “e-pocket”
Ｑ11) Can I pay for the membership by bank transfer?
A) We can only accept payment by credit card, since the card also serves as age confirmation of our members. We apologize for the inconvenience.
Ｑ12) Is the sales tax included in this payment?
A) There is no additional tax charged by our site.
Ｑ13) When will my credit card be billed?
A) Your credit card issuer should have set the date for the deduction from your bank account. Please contact your card issuer for more details.
Ｑ14) What is the “Auto Charge (Automatic Renewal)” of my account?
A) With “Auto Charge”, we automatically charge your credit card upon the last day of your membership subscription. If you have signed up to 30-day membership, then it will be automatically charged and extended for another 30 days at the end of each subscription, until cancellation of the membership. “Auto Charge” is also called “Automatic Renewal”, “Automatic Extension”.
Ｑ15) How do I cancel my membership?
A) To request cancellation of your membership, please fill out the cancellation form located on the site you have registered, and click on the “Send” button. Upon completion of the request, you will receive confirmation e-mail sent to you by our automated system. Please review the e-mail to ensure that the processing of the request has been completed.
Ｑ16) I receive error messages upon sending the cancellation request.
A) Please confirm that the information entered matches that registered in our system and try again. Frequent errors include incorrect or outdated e-mail address, username and password.
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