Below you will find templated answers to common user questions. You are encouraged to use these replies in whole, or as a starting point for creating your own answers to customer service requests.

TOPIC: My Account
TOPIC: More Info
TOPIC: Forgotten Password
TOPIC: Login Trouble
TOPIC: Update Email Address
TOPIC: No Account Match
TOPIC: Verify/Update Account Info
TOPIC: Update Credit Card
TOPIC: Repurchase Instructions
TOPIC: Cancellation Explanation
TOPIC: Cancellation Pushback
TOPIC: Cancellation Instructions
TOPIC: Cancellation - No Refunds
TOPIC: Recurring Charges Explained
TOPIC: Recurring Charges Pushback
TOPIC: Resubscribe Instructions
TOPIC: Subscription Center Referral
TOPIC: Increasing Monitor Resolution
TOPIC: Showing symptoms of Adware/Spyware/Malware


TOPIC: My Account

Name,

You can review all aspects of your Scout.com account including subscriptions, billing details, and account profile information via the "My Account" area displayed in the top right of the site (be sure to Login if prompted to do so).

or simply go here now:
https://secure.scout.com/a.z?s=143&p=5&c=9

thank you,
Scout.com Staff



TOPIC: More Info

Name,

We are unable to locate the account with the provided information.

Please reply back with the last five digits of the billing card, card holder's full name, and billing address. With this info we can lookup the account in question.

thank you,
Scout.com Staff



TOPIC: Forgotten Password

Name,

For your account security, we do not provide account information via email. However, you can retrieve a reset code from the "Sign In" screen via the "Forgot your password?" link on that page.

To do so, simply go here now:
https://secure.scout.com/a.z?s=143&p=5&c=2

thank you,
Scout.com Staff



TOPIC: Login Trouble

Name,

You can login via the "Sign In" link at the top right corner of the site.

or simply go here now:
https://secure.scout.com/a.z?s=143&p=5&c=9

Note, be sure you are using the email address (or username) that is associated with your Scout.com account and the corresponding account password. If you can't remember your account password, you can reset it via the "Forgot your password?" link on the sign in screen.

Please let us know if you require any additional assistance.

thank you,
Scout.com Staff



TOPIC: Update Email Address

Name,

For your account security, we request that all members perform any account maintenance including email modifications via our secure web interface.

To do so, click the "My Account" area displayed in the top right of the site (be sure to Login if prompted to do so) and then the "My Member Profile" link. On this page replace your old email address with your new email address and click the "Update" button.

or simply go here now:
https://secure.scout.com/a.z?s=143&p=5&c=9

Note after changing your email address, be sure to provide this new email address whenever you login.

thank you,
Scout.com Staff



TOPIC: No Account Match

Name,

The <user@email.com> address is NOT in our membership database. Perhaps your membership was created using another address.

If you have a premium subscription, we can lookup your account details if provided the last five digits of the billing card, card holder's full name, and billing address.

If you have a free membership, please provide the username or alternate emails under which the account might exist.

Either way we are happy to assist you in researching your account details.

thank you,
Scout.com Staff



TOPIC: Verify/Update Account Info

Name,

For your account security, we do not provide account information via email or update user's accounts on their behalf. However, you can do so yourself directly on the website.

To do so, simply click the "My Account" link displayed in the top right of the site (be sure to Login if prompted to do so). You can then update any aspect of your account via the menu.

or simply go here now:
https://secure.scout.com/a.z?s=143&p=5&c=9

thank you,
Scout.com Staff



TOPIC: Update Credit Card

Name,

We store the credit card to which your subscription is billed as part of your account record. You can update the credit card associated with your account at any time.

To do so, simply click the "My Account" link in the top right of the site (be sure to Login if prompted to do so). Then click the "My Subscriptions" and then "Change my billing card" link towards the bottom of the page. You can update the credit card information as needed from there.

or simply go here now:
https://secure.scout.com/a.z?s=143&p=5&c=9

thank you,
Scout.com Staff



TOPIC: Repurchase Instructions

The subscription held by the <user@email.com> account expired on expiration date when we were unable to bill the card associated with this account for the current period of access. An email stating this was sent out at that time.

The most common cause of billing failures occurs when the billing information stored on the account no longer matches that on file with the billing card issuer. You can restart your subscription on the following web page:

https://secure.scout.com/a.z?s=143&p=12

thank you,
Scout.com Staff



TOPIC: Cancellation Explanation

Name,

The <user@email.com> account had a monthly/annual subscription to the Scout.com Total Access Pass from date to date. We were unable to bill the credit card on file with this account for the current period of access to Scout.com. The subscription was cancelled at that time and an email sent to this account explaining what had occurred.

The most common cause of credit card failure is the information stored in your account no longer matching what is stored by the credit card issuer. You can restart your subscription here:

https://secure.scout.com/a.z?s=143&p=12

thank you,
Scout.com Staff



TOPIC: Cancellation Pushback

Name,

We at Scout.com greatly appreciate your participation in our website. Before we assist you in canceling your subscription, please give us a chance to retain our relationship.

Do you have any account issues with which we can assist you, do you have any changes you would like to see with either your subscription or on our site, or is there any assistance we can offer you in order to maintain your subscription?

Please let us know and we thank you again for you subscription,
Scout.com Staff



TOPIC: Cancellation Instructions

Name,

If there is nothing else we can do to keep your business, please follow the instructions below to cancel your subscription.

For your account security, we are unable to process cancellation requests via email.

To cancel your subscription, please call 1-888-501-5752 during normal business hours of 7:00 a.m. to 5:00 p.m., Pacific (10:00 a.m. to 8:00 p.m., Eastern), Monday through Friday. During non-business hours, or periods of heavy call volume, you may leave a voicemail message for our staff.

Again, we are very sad to see you go. Please let us know if there is anything we can do better in the future and we hope you will resubscribe soon. Note, after canceling you will retain access to premium content until such time as your subscription lapses.

thank you,
Scout.com Staff



TOPIC: Cancellation - No Refunds

Name,

For your account security, we are unable to process cancellation requests via email.

To cancel your subscription, please call 1-888-501-5752 during normal business hours of 7:00 a.m. to 5:00 p.m., Pacific (10:00 a.m. to 8:00 p.m., Eastern), Monday through Friday. During non-business hours, or periods of heavy call volume, you may leave a voicemail message for our staff.

Unfortunately per the Terms and Conditions under which the subscription was created, we are unable to offer any refund. If you cancel your subscription, you will retain premium access until your subscription lapses upon your renewal date.

thank you,
Scout.com Staff



TOPIC: Recurring Charges Explained

Name,

First, we would like to again thank you for your continued support.

For your convenience your subscription is automatically renewed (Monthly / Quarterly / Semi-Annually / Anually) until such time as you explicitly cancel it as was explained during the initial purchase.

You can review your current account status including subscription(s) purchased and subscription dates by clicking the "My Account" link in the top right of the site (be sure to Login if prompted to do so) and then the "My Subscriptions" link.

or simply go here now:
https://secure.scout.com/a.z?s=143&p=5&c=9

thank you,
Scout.com Staff



TOPIC: Recurring Charges Pushback

Name,

All of the Scout.com online subscription options have a recurring charge. This is explained throughout the purchase process including on the credit card submission page, review screen, receipt screen and email.

You can review your current account and make any adjustments to your subscription(s) as necessary by clicking the "My Account" link displayed in the top right of the site (be sure to Login if prompted to do so) and then the "My Subscriptions" link.

or simply go here now:
https://secure.scout.com/a.z?s=143&p=5&c=9

thank you,
Scout.com Staff



TOPIC: Resubscribe

Name,

We appreciate your subscription to Scout.com. For your account security, we request that all members perform any subscription purchases via our secure web interface.

To do so, simply go here now and login with your account if/when prompted:
https://secure.scout.com/a.z?s=143&p=12

thank you,
Scout.com Staff



TOPIC: Subscription Center Referral

For your account security, we request that you speak with a representative who can verify your identity and assist you with your account. Please call our Subscription Center at 1-888-501-5752. They will be happy to assist you from 7am - 4pm PT from Monday to Friday.

thank you,
Scout.com Staff



TOPIC: Increasing Monitor Resolution

Name,

Webpages on the Scout.com Network are typically 1000 pixels in width. You may wish to increase the resolution of your monitor to better display both this and other websites. Here are some general instructions on how to do this.

Windows PC:
Click the "Start" menu > Settings > Control Panel > Display > Settings.
Change the Screen Resolution to "1152 by 864" (or higher) and click "OK".

Mac PC:
Click the "Apple" menu > select System Preferences > View menu > Displays Panel > Display tab.
Under "Resolutions" click the resolution you prefer.

Note, you can undo these changes as desired using the above instructions.

thank you,
Scout.com Staff



TOPIC: Showing symptoms of Adware/Spyware/Malware

Name,

Unfortunately your computer may have picked up some undesired software (spyware, adware, malware, etc) at some point. This software may be causing the problems which you are describing. This could have occurred by any number of methods including opening a suspect email, visiting a malicious website, installing a particular software program, or from an internet virus or worm. All of this may, or may not, have occurred with your consent.

While we can not debug your computer on your behalf, we can say that many users report good results from the following two pieces of free software, Spybot and Ad-Aware. Both are designed to identify and then remove the offending software from your computer. They can be downloaded from many locations on the internet, including http://www.download.com which we have referenced below.

Download "Spybot Search and Destroy" (version 1.3 or higher):
http://www.download.com/Spybot-Search-Destroy/3000-8022_4-10289035.html

or go here and search on "Spybot"
http://www.download.com

Download "Ad-Aware" (version 1.05 or higher)
http://www.download.com/Ad-Aware-SE-Personal-Edition/3000-8022_4-10319876.html

or go here and search on "Ad-Aware"
http://www.download.com

If you choose to download these programs, you will need to follow the software publisher's instructions to use them. Installing and running both is straight-forward and they do have documentation if you get stuck.

thank you,
Scout.com Staff