Q: I CANNOT HEAR THE SOUND ON VIDEOS?
A: ENSURE YOUR VIBRATE BUTTON IS NOT SET TO VIBRATE
Q: I'M NOT SURE IF I HAVE AN ACE FAMILY ACCOUNT TO LOG INTO. HOW CAN I CHECK TO SEE WHAT MY LOGIN IS?
A: If you aren’t sure if you have an Ace Family store account, please contact us at email@example.com to confirm your account credentials.
Q: HOW DO I CANCEL MY ACCOUNT IF THE NEED ARRISES?
A: Visit www.shopacefamily.com, Click the Login button, Click Manage memberships, Under actions click the cancel button, we recommend doing this close to the end of your monthly or annual subscription because once your membership is cancelled it is cancelled immediately.
Q: I TRIED TO LOGIN BUT IT KEEPS SAYING "INVALID CREDENTIALS". HOW CAN I RESET MY PASSWORD?
A:To reset the password on your Shop Ace Family Account, please click "forgot password" and enter your account email. You will be sent an email to reset your password on the website. Once reset, you can log in to the app and proceed with subscribing.
Q: I TRIED TO CREATE A NEW ACCOUNT BUT IT JUST KEEPS TAKING ME BACK TO THE LOGIN SCREEN. HOW CAN I CREATE AN ACCOUNT?
A: If you are being redirected back to the login screen, it is because you are trying to use an email that already has an Ace Family store account. If you can’t remember your login PASSWORD, please attempt to reset your password.
Q: I LOGGED IN SUCCESSFULLY, BUT WHEN I TRY TO SUBSCRIBE AND PAY IT TAKES ME BACK TO THE PAGE TO SUBSCRIBE AGAIN. HOW CAN I SEE THE CONTENT?
A: If you attempt to subscribe and pay and are not given access to content, most likely your payment failed for unknown reasons. We recommend contacting your bank or trying a different form of payment.
Q: MY ACCOUNT WAS CHARGED FOR MY SUBSCRIPTION BUT I STILL CAN'T SEE THE CONTENT. DO I NEED TO DO ANYTHING ELSE TO GET ACCESS?
A: If your account was charged and you still can’t see the membership content, DO NOT SUBSCRIBE AGAIN. Ensure that you are logging into the user account that you used to pay with. If the problem persists email us at firstname.lastname@example.org.
Q: WHAT IF I ALREADY PURCHASED A SUBSCRIPTION BUT I'M NOT SURE IF I HAVE ACCESS?
A: All memberships purchased on Saturday 10/7/18 have been fully refunded. If you signed up for a membership and paid on 10/7/18 you should have received your refund by now. If you wish to re-register, please start by creating an account in the members section of the app or logging into an existing user account. If a new membership was created and paid for on Wednesday 10/11/18 those memberships are valid and should be working fine.