When you send a change request you get a reference number (CR-…) and an e-mail with a link to its page. The page shows where it stands, what we've told you, and everything that has happened so far.
You can reply on that page — add a message or up to three files — and a person reads every reply. Replying to a request that was resolved or declined reopens it.
We e-mail you whenever your request changes: every reply from us, every decision (approved, refunded, declined, resolved), when it's reopened, and when a subscription is cancelled through it. Each e-mail links back to the page.
Keep the link private: it opens your request without a password. Lost the e-mail? Send a new change request and mention your reference.
Send a change request: billing mistakes our records prove are refunded automatically, and a person answers the rest within two business days.