Award Certificate Center - Troubleshooting

Troubleshooting for credit card purchasers.

If you experience ordering difficulties, see "Order Difficulties" below.

If you experience download difficulties, please follow these instructions:

In order for us to assist you, we require the following information:
1. Email subject – “Award Certificate Difficulties”
2. Identify which specific product you purchased (we sell several)
3. Provide the email address where you can receive the download.
4. Provide the order confirmation number from the confirmation email.

Contact Customer Service

Contact Customer Service.

Note: Customer Service is monitored closely during business hours Monday through Friday, Mountain Standard Time. In addition we make every effort to check before and after business hours, and throughout the weekend to assist you - should you need it.


Ordering Difficulties With Credit Cards

PROBLEM: You were not taken to a download page upon completion of your payment processing. This is an error with the “gateway” service that processes your credit card order for the bank. Unfortunately they cannot help you when this error occurs.
SOLUTION: To receive your product you must contact Customer Service. See details above for contacting Customer Service.

PROBLEM: You receive a "No file format was selected” message. This is an error with the “gateway” service that processes your credit card order for the bank. Unfortunately they cannot help you when this error occurs.
SOLUTION: To receive your product you must contact Customer Service. See details above for contacting Customer Service.


Download Instructions

The download page has options to download two file formats. Select the file format you wish to download and click on the download button for that option.

Select “MS Word File” or "Rich Text Format"

Click on the "Download Button" link to open the file in your browser. Once the file is open select "Save As" under the "File" menu, and save the file with the name that appears or a name of your choice. You can save it to your desktop or to a folder of your choice.


Troubleshooting - Download Issues

PROBLEM: You downloaded the file and can’t locate it.
SOLUTION: Our delivery system is set to download the file on your downloads folder. Your computer settings may have overridden our settings and placed the file elsewhere. Try downloading the file again and pay close attention to “WHERE” your computer is downloading the file. Or, perform a search on your computer “For Files or Folders”, searching for the kit you purchased. This search function is generally available on the “Start” menu. If you are unable to locate the file and are unable to return to the download page, contact Customer Service. See details above for contacting Customer Service.

PROBLEM: You were unable to open the MS Word file in your browser.
SOLUTION: There are several possible conditions for this error, generally due to settings on your computer. To receive your product you must contact Customer Service. See details above for contacting Customer Service.

 

Secure payment processing via Authorize.net or PayPal
Merchant Services

 

PayPal Logo

 

Solutions for issues with credit card orders