LOST ACCESS / FORGOTTEN PASSWORD
If you have an account with us, the following are reasons why you might not be able to get access. If your billing statement refers to CCBill please contact:
https://support.ccbill.com/
If your billing statement refers to Epoch please contact:
https://epoch.com/billingsupport/
Forgotten Password: Are you sure that's your password? You can always contact CCBill or contact Epoch to find out what it is! Make sure to include your name, full email address and the last 8 digits of the credit card you used to subscribe. But you must look over your billing statement to see if it refers to eitherCCBill or Epoch
Wrong Case: You must enter your username and password the exact same way each time. If you capitalized some letters when you signed-up, you must always capitalize them.
Account Cancellation: You might have sent in a cancellation request some time ago and forgotten about it. You can contact CCBill or contact Epoch with your username, password, and updated billing information and they will be happy to re-open your account! If you have disputed any charge from our company, we would have permanently closed your account right away. For more information about billing procedures, consult our billing and cancellation policy.
Fraud: We employ a program which watches out for multiple users on the same username and password. If you've found a way to trip our security program, then we've turned off your codes until you contact us.
Declined Card: If your credit card was declined upon renewal, we closed your account. Contact us with updated card information and we'll be happy to try your card again.
BILLING / CANCELLATION
To cancel your account, simply go to CCBill or Epoch and enter the required information.
Or
If you don't have your billing statement or email receipt, contact:
CCBill
or
Epoch
Your cancellation will be processed within 24 hours. That means your account stays open and active until the end of your last billing period. You will NOT receive an email to confirm cancellation unless you specifically request it!
Some FAQ's about our billing policy:
How much am I billed and how often?
When you subscribe, you are billed in the amount of $24.92 per month. You will be billed every month until you cancel your account through CCBill or cancel through Epoch. We also offer a full month membership for $24.92 that also automatically renews for your convenience in the amount of $24.92. You will be billed every month until you cancel your account.
How long does my account last after I cancel?
Your account lasts until the end of the month that you last paid for. So, if you are billed on the 15th and you cancel on the 20th, you will still have a membership until the 15th of the next month!
How does the billing show up on my credit card?
Your membership, as well as any purchases you make through JelenaJensen.com, are itemized on your credit card statement as "CCBill.com *Jelena Jense" or "JJ Media "
What if I don't want to use a credit card?
Sign up using your checking account!
To dispute a billing:
Do you feel you have been charged in error? Were you billed twice in the same month? Email our wonderful support staff for help.
SENDING / RECEIVING E-MAIL:
To get a cancellation confirmation: Include a specific request for confirmation when you e-mail to cancel your account
Who to contact for other questions/problems: Need more help? Want to check if your account has been cancelled? Find out who to contact for more information!
TECHNICAL QUESTIONS
Live Video Feeds
*AOL USERS*:You may not be able to view the live videos through AOL. Unfortunately, that is a feature of AOL's world wide web browser that we cannot do anything about. Never fear, there is a solution! In just a few easy steps you can learn how to download Netscape Communicator (another web browser) and use it to view our videos! It's free!
Broken Links
If you encounter any broken links or "File Not Found" messages, e-mail our webmaster! What to include in your email:
The full path name (http:// etc...) of the page you're linking from
A description of the link (the text or image of the link)
We appreciate your help in making our site run smoothly!
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