FREQUENTLY ASKED QUESTIONS
- What is billing support?
-
Billing support provides customer service for thousands of websites 24 hours a day, 7 days a week. You may contact us for all billing inquiries, technical problems with accessing/viewing website content, password assistance or just to cancel your membership.
- What is a member ID?
-
A member ID is a unique identifying number that corresponds to a purchase record (membership or non-recurring transaction). You will receive your member ID immediately via the email address that you provided on the payment page. You should always maintain a record of your member ID and should use this number in any correspondence with a billing support representative. With this number, a billing support representative can view your purchase history, the time of purchase(s), the charge(s) made, as well as the payment information used for the purchase(s).
- I don't remember my password. How can I retrieve it?
-
If you require a password to access a website for which you have purchased a membership, you may use our purchase finder to retrieve it. Your password was also emailed to you at the time of the purchase. If your password has ceased working, please use the purchase finder to refresh it.
- How do I cancel my membership?
-
Please use the 'Find My Purchase' to cancel a membership. You will receive an email to the address you entered upon purchase, confirming that your membership has been canceled and that you will no longer be billed. If you cannot use the form due to insufficient information, please contact us so we can locate your membership and cancel it.
- I already canceled my membership. Why did I get billed again?
-
Please check your email for a confirmation of the canceled membership. It will verify the final date and amount you were billed.
- Can I reactivate my canceled membership?
-
In some cases it may be reactivated. Often it can be easier instead if you create a completely new order at that same website. Please contact us if you would like the membership to be reactivated.
- I only purchased a trial membership. Why are you still billing me?
-
Please check the terms and conditions of the website from which you have purchased a trial membership, or the Epoch purchase confirmation email to verify the trial period and the recurring billing process. Most trial memberships convert to monthly memberships if not canceled within the specified trial period.
- Can I view information on the membership that I purchased?
-
Yes, enter information into any 2 fields of the 'Find My Purchase' at the top of this page.
- I was issued a credit. How long will it take for a credit to appear on my statement?
-
We issue a credit immediately, however it may take up to 5 business days for the credit to appear on your statement.
- What happens if my credit card expires (will expire soon) or my credit card number has changed?
-
Please contact a billing support representative with the information that needs updating.
- What happens if my billing address, email address, or other contact information has changed?
-
Please contact a billing support representative with your member ID and your new information, and we will update your information within 24 hours. You will receive an email confirming the update.
- Why was my credit card / debit card declined?
-
There could be a number of reasons why your card was declined. Please use a different card to place the order, or contact a billing support representative if you have additional questions.
- What payment options does Epoch accept?
-
Epoch accepts all major credit, debit cards and popular alternative payment methods used worldwide.
- Will the website I purchased appear on my statement?
-
No, your statement will not show the name of the website. Epoch.com is the merchant that will appear on your statement.
- I have a question which has not been answered. What do I do?
-
If you have any further questions, please contact a billing support representative.