My email address not accepted at check-out (?)

Phycodurus · Feb 12, 2020

Good afternoon, LiveAquaria folks.

I'm really hoping you can help me here. I am dusting off an unresolved Incident from November/December (unresolved to my satisfaction) whereby the LA web site is not allowing me to complete online orders. It's at the Bill To page that I have the problem. I receive an error message in red font that my email address is not valid.

The odd thing is (a) I can still log into my online account using that same email address, and (b) I still to this day receive daily DD preview alerts + LA promos to my email address. I did temporarily have a second email address that was merged with the primary account.

I had to re-enter my original account billing & shipping address details, but the web site won’t accept my email address. I have about 100+ orders logged in Order History that are also no longer showing in my account profile. (I asked repeatedly about restoring that history, but never received a directly reply).

I was eventually advised that I just have to use another email address. I only really use one address for all my email, and I am respectfully not happy with creating a new email address solely for LA orders. Kindly ask your IT department to take another look at this. If the issue is with your security/spam software, perhaps my ISP can give me recommendations to forward.

I regret not being able to participate in DD orders since November. ☹

I will PM you the Incident Number reference. Thanks in advance for your time to review.

Respectfully,
Rick

Peace River · Feb 12, 2020

@LiveAquaria

LiveAquaria · Feb 12, 2020

Phycodurus said:
Good afternoon, LiveAquaria folks.

I'm really hoping you can help me here. I am dusting off an unresolved Incident from November/December (unresolved to my satisfaction) whereby the LA web site is not allowing me to complete online orders. It's at the Bill To page that I have the problem. I receive an error message in red font that my email address is not valid.

The odd thing is (a) I can still log into my online account using that same email address, and (b) I still to this day receive daily DD preview alerts + LA promos to my email address. I did temporarily have a second email address that was merged with the primary account.

I had to re-enter my original account billing & shipping address details, but the web site won’t accept my email address. I have about 100+ orders logged in Order History that are also no longer showing in my account profile. (I asked repeatedly about restoring that history, but never received a directly reply).

I was eventually advised that I just have to use another email address. I only really use one address for all my email, and I am respectfully not happy with creating a new email address solely for LA orders. Kindly ask your IT department to take another look at this. If the issue is with your security/spam software, perhaps my ISP can give me recommendations to forward.

I regret not being able to participate in DD orders since November. ☹

I will PM you the Incident Number reference. Thanks in advance for your time to review.

Respectfully,
Rick

@Phycodurus Good evening Rick. So sorry to hear of the concerns you are reporting.
I see you sent us further details as a private message, thank you! I assure you, we will dig into this in the morning and involve our IT department as necessary, until we reach a satisfactory resolution.
We will be in touch during business hours tomorrow.
Have a good night!

Phycodurus · Feb 21, 2020

Hello LiveAquaria folks,

Thank you for the latest PM reply and the suggestions. I will do so and advise.

I did place a phone order this afternoon, by the way. The email confirmation came through to my Inbox without a hitch. I'll PM you the Order Number + the name of the helpful agent. Maybe reviewing that transaction will shed light on what's going on with the verification check on my email.

You all have a great weekend! Cheers! (^__^)v

Phycodurus · Mar 8, 2020

Hello again @LiveAquaria,

Just to update the thread, I had an opportunity to place an order off the LA web site, and I successfully completed the order from start to finish, so I want to thank you sincerely for the extra attention. This issue had been really gnawing at me. ;Inpain

I guess it figures that the cosmic balance of the universe must be preserved ... and that explains why ... I received the wrong DD item. D’oh! (nervous laugh) ;Wideyed

LiveAquaria · Mar 8, 2020

We are happy to hear that you were able to order, however, we certainly apologize for the mix up! Please reach out to us with images of the items you received and we will look into getting this issue corrected!

Phycodurus · Mar 9, 2020

PM was sent yesterday to explain the wrong DD item situation. Just received a call from LA to advise that the correct Item has been located (it was potentially stock-out) and it will be shipping today.

Thank you for making this right. I tip my hat to your team!