We strive to ensure that all transactions are processed smoothly. However, there may be instances where a purchase package does not get credited to your account as expected. In such cases, we have created these steps for you to follow to get back in the game quickly.
Steps to Follow if Your Purchase Package Isn't Credited
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Check Transaction Status: First, verify if the transaction was successful. Check your bank statement or payment service provider to confirm that the payment was processed. Sometimes transactions take a little time to reflect in your account.
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Wait for the Standard Processing Time: Please allow some time for the transaction to process. There can be a short delay in the credits appearing in your account. The standard processing time is usually mentioned in the purchase terms.
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Check Email for Confirmation or Alerts: Look for any confirmation emails from Kickr or alerts that might explain the delay or issue with the transaction.
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Contact Customer Support: If the credits still haven't appeared in your account after the standard processing time, please contact our Customer Support team. Provide them with the following details:
- Transaction ID or proof of purchase
- Date and time of the transaction
- The amount and the package you purchased
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Investigation by Kickr: Our team will investigate the issue by reviewing your transaction and account details. We ensure a thorough and prompt investigation to resolve the issue.
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Resolution and Compensation: Once the investigation is complete, we will take appropriate action. If it's confirmed that the package was not credited, we will manually credit it to your account. In some cases, we may also offer compensation for the inconvenience caused.