Frequently Asked Questions
All the questions are sorted according to their categories, you can click on a category to view more sub categories.
Please view the FAQ before submitting a support ticket. Due to the high volume of inquiries we will be unable to answer any questions addressed in the FAQ.
Thank you.
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| Billing Inquiries |
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| Shipping Information |
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| General Questions |
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| Top Questions Asked By Members |
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Why isn't my U.S. credit card being accepted? |
| The first thing that you should check is that the "Billing Address" you entered into the registration form matches the Mailing Address on your credit card statement. If it doesn't match exactly, then your subscription can not be processed. Second, please be sure your credit card has credit available. If you are still having difficulty registering, please submit a support ticket to the Support Team and a representative will assist you further. |
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My credit card was charged more than once, how do I get a credit? |
| Each time your credit card is charged successfully, you will automatically receive a billing receipt via email. Please note that $1 authorizations are NOT charges to your account, and therefore, do not constitute a double billing. A single billing may consist of multiple authorizations. If you have received more than one receipt, please submit a support ticket to the Support Team, and we will promptly issue you the credit(s). |
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When I submit my information after completing the online form, I get returned to the beginning and the form is blank. Why is this happening? |
| Please note that in order to register online successfully, you must have your cookies enabled. If you do not know what cookies are or how to enable them, please consult the help menu on your web browser. | |
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Why isn't my International credit card being accepted? |
| Please note the following regarding international credit card processing: Non-U.S. banks/issuers of credit cards do not support electronic address verification systems (AVS), which are used to help prevent credit card fraud. Authorizations are normally processed manually with a phone call placed by the merchant. Support does not make phone calls to obtain authorizations. Additionally, Support does not accept credit card information directly for processing. Please do not email your credit card information to the Support Team. If you receive repeated error messages regarding verification of your address, please make certain that the address you are entering into the registration form for "Billing Address" is exactly the same as the address where the credit card statements are received. |
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What are the $1 dollar "charges" that appear on my credit card statement? |
| Please note that each time you attempt to register, the system will attempt to process your credit card payment. The $1 "charge(s)" are a normal part of the authorization process. The system seeks a $1 authorization to verify that the credit card is valid. This authorization "charge" is only a test, and will be reversed automatically by your credit card company before you receive your next statement. | |
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What does it mean when I receive the message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes"? |
| Please note that the error message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes" occurs because the system is designed to prevent accidental double billing. However, it is not an indication of the success of the transaction. If your credit card was charged and your registration successful, you will immediately receive a billing receipt and Welcome Letter via email. If you have not received these emails, then please wait a few minutes and try to register again. You may need to close and reopen your web browser. If you still receive this error message, please submit another support ticket and a representative will assist you further. Also, you may not have received confirmation via email due to your webmail service provider. Please refer to the "Why haven't I received e-mail notifications?" section of the FAQ to learn more about this issue. |
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Why do I receive the error message "Invalid Phone Number"? |
| If you have received an error message related to an "invalid phone number", please be sure to enter your phone number without any non-numerical characters. Non-numerical characters refer to spaces, dashes, and parentheses. For Example: 123 1234567 | |
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How long will my package take to arrive? |
| Packages normally take 6-8 weeks from the day that you receive your membership confirmation email. If you ordered your membership during the pre-launch state, your package will take 6-8 weeks from the day the The Victims fully launches, or when you receive your membership confirmation email. |
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Why hasn't my package arrived yet? |
| The efficiency of the warehouse and the postal service both contribute to how quickly (or slowly) your package reaches you. If you have not received your package within 6-8 weeks from the date you received your membership confirmation email, then please submit a support ticket to the Support Team so your order can be tracked. If you ordered your membership during the pre-launch state, your package will take 6-8 weeks from the day The Victims fully launches, or when you receive your membership confirmation email. |
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Why can't I log into the site? |
| Please ensure that you are completely filling in your username / email address and password in the correct fields before selecting "Member Log In." If you select "Member Log In" before entering any information you will automatically receive an "Invalid Login" error message. Also make sure that you are entering your password with the correct capitalization. The system is case sensitive, so you must enter your password exactly as you did when you registered for the site. Your password can be found in your membership confirmation email. If you can not find your password, please click on the "Forgot your password?" link on the home page. Please click this only once. If you have not received the automatically generated password e-mail you will need to contact the Support Team to receive a temporary password. If you still have trouble logging in, please try deleting your temporary internet files and cookies. If that doesn't work, submit a support ticket to the Support Team and a representative will assist you further. |
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Can I change my email address or username? |
| Yes, you can change your e-mail address by logging on to the site and going under the "Account" section of the website. Username changes are not permitted. If you would like to change your username, the only thing we suggest is that you sign up for another account using a different e-mail address. |
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What are the minimum system requirements to fully enjoy The Victims? |
| Please note the following minimum system requirements: Operating System: -Microsoft Windows XP or higher -Pentium III processor 800mhz or higher -256 mb RAM Internet Connection Browser: Internet Explorer version 6.0 or higher which can be downloaded for free at www.microsoft.com/windows/ie/default.asp or, Netscape version 6.0 or higher which can be downloaded for free at http://channels.netscape.com/ns/browsers/default.jsp Media Player: Windows Media Player version 7.1 or higher which can be downloaded for free at www.microsoft.com/windows/windowsmedia/download/default.asp |
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Why haven't I received any e-mail notifications? |
| You may not have received an e-mail sent from The Victims for one of the following reasons: 1) Your webmail server is delayed in delivering the e-mail 2) Your junk mail filter caught the confirmation e-mail before it could reach you. 3) You have not selected the box in the "Account" section of the fan club which states: "Receive e-mail updates from The Victims" Please add account-update@thekillersvictims.com to your e-mail provider's safe list. |
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How do I log into my account? |
| Please ensure that you are completely filling in your email address and password in the correct fields before clicking on the login arrow. If you click on the login arrow before entering any information you will automatically receive an "Invalid Login" error message. The system is case sensitive, so you must enter your password exactly as you did when you registered for the site. Please also try clearing your cache, deleting your cookies, enabling cookies and resetting your browser. If you are still unable to log in, please click on the "Forgot your password?" link on the home page. Please click this only once. If you have not received the automatically generated password e-mail you will need to contact the Support Team to receive a temporary password. |
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How do I change my personal information? (E-mail, Address, Username, Etc.) |
| You can change your personal information including e-mail, address and other information by logging on to the site and selecting the "Account" section of the website. You will not be able to change your username in this section. Username changes are not permitted. If you would like to change your username, the only thing we suggest is that you sign up for another account using a different e-mail address. |
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How do I check the status of or make any changes to my membership? |
| Log in to your account. The "Account" page on the menu tool bar of the site gives members access to their account information. Members can make changes to their mailing address, phone number and any other additional info. | |
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