My order status is “On hold”, what does that mean

Created by: Taylor F

Modified on: Fri, 28 Sep, 2018 at 8:26 AM

Normally status will get "On Hold" in our Order System because of the following:

1. Multiple Order - All orders are system generated. Multiple orders usually needs verification.  

 If the customer Ordered 3 x (Forrest - 1 Month). We need to verify first what the intention of the customer when placing the order. If the order is intentionally for 3 separate subscription 1 month each or customer wants 3 Months of subscription for Forrest.

Note: For faster processing of multiple orders, its best to leave a "Customer Note" upon placing the order.

2. Customer gave wrong/used MAC Address (MAG Devices) - This is the common reason why orders are put 'On Hold' in our system because customer gave a MAC Address that's already been used by other subscription. Customer should be careful in placing the order specially if they want to use MAG devices.

3. Technical Issues - All normal orders would take 3-5 hours to be process depending on the queue of the order. Express activation normally takes 20-30 minutes upon placing the order. In the even that the order exceeds to the expected time of activation please contact our support team for assistance. 

Taylor is the author of this solution article.

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