Support codes and when to use them
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We have 7-day, 1-month, 6-months, 365-days and Lifetime support codes that we can use to activate or extend users' accounts in some cases.
The codes can be retrieved in Admin Tool - Licenses - Codes:
\- Channel: select Support
\- Status: select Paid
If a user says he paid but did not receive a code and we think it will take us few days for the issue to be resolved, we can activate the user's account with one of the Support codes so that the user can start using the service.
We can also extend the user's account as compensation for some issue or inconvenience with Support codes.
*NOTE: Please avoid overcompensating with these codes.*
If the user has an active subscription - it will renew on the scheduled date anyway, in spite of extra time on the account, unless the user cancels the subscription.
If the user paid with Mopay but we could not locate his payment - we can activate the account with a Support code (because users get charged anyway even if their payment was not successful).