Open the original order
Use the order number from your customer panel. That record contains the payment, fulfilment status and any released delivery information.
Order Support Policy
Service support and issue resolution.
Support and replacement eligibility can vary by service on Solo Max Hub. The listing terms, order record and any published store policy determine what applies to a specific purchase.
Use the existing order, not a duplicate purchase.
Keeping the original order ID and delivery details together helps support review the provider state without creating a second purchase by mistake.
Check the published terms
Duration, replacement eligibility and exclusions can differ between services. Review the listing and any store policy that applied when the order was placed.
Describe the actual problem
Explain whether the issue is missing delivery, an unusable credential, an invitation problem or something else. Do not send passwords or payment details in a support message.
Review before resend
Support should first check the existing provider/order state. A resend, replacement, alternate provider or balance adjustment should happen only when appropriate for that order.
Service-specific boundaries
What support checks before taking action.
Not every service has the same replacement model. Some are credentials, some are invitations, some are keys, and some depend on customer-supplied information.
Keep the order number and use the customer panel when possible. It gives staff the safest path to review what was paid, sent and returned.
Review checklist
- Provider or delivery issue
- Support can review a failed or incomplete provider response against the existing order before another purchase is attempted.
- Unusable delivered information
- If a delivered credential, key or activation instruction does not work, report the exact order and the non-sensitive error you see.
- Customer detail mismatch
- If a service required a separate delivery email or username, support may need to verify what was originally submitted before changing fulfilment details.
- Service-specific exclusions
- Any exclusions or usage limits should come from the service listing and the store’s published terms rather than a blanket rule applied to every product.
Start with the order record
Check fulfilment status and delivery.
Your customer panel keeps released credentials, keys or instructions together with the order state. Review it before opening a support request.
Open customer panel
Still need help?
Send an order-specific request.
Send the order ID, service name and a concise description of the problem. Support can then choose the safest next action without guessing or duplicating the order.
Ready to compare your options? Open the catalog and check the details first.
Browse current services, review what each one requires, then place and track your order from your account.
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