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.  

Example:
 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. 

T
Taylor is the author of this solution article.

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