Why can't I see my subscription?

Modified on Thu, 22 May at 12:12 PM

If you have logged into your Illumicrate account and cannot see your subscription(s), please do not panic. There are a number of reasons why your subscription(s) may not be showing.

In the first instance, please check:

1. That you are logging into the correct account for your subscription. We have two websites (UK and US) with customer accounts on each -- please click here to visit our login matrix as to which one you need for your subscription.

2. If you have multiple subscriptions with us, have you recently moved all your subscriptions under the same shipping address within your own account? If so, this can cause a error that "hides" subscriptions -- please contact Support for assistance.

3. Have you had any emails relating to payment failures or charge errors? If left unfixed, this can also "hide" subscriptions. Please contact Support if you are concerned about this.

If, after completing the above, you are sure you are logging into the correct account and still cannot see your subscription, please contact Support and include:

which account (UK and/or US) you've logged into
which subscription is not visible
screenshot(s) of what you do see when you log in.

Remember!

The login matrix can help you find your correct login location. If in doubt, start there.
Because the UK and US websites are on different systems, you may need to log in to both in order to see all of your subscriptions and orders.
If you get stuck, contact Support.

Please contact us if you have any issues, or you can also email us directly at support@illumicrate.com!