A continuous recording is recommended for redemption, activation, and the first sign-in to a delivered account. It helps support understand what happened, but does not guarantee approval of a request.
When to record
- When redeeming or activating on your account.
- When first signing in after account delivery.
- When the product or order explicitly asks you to preserve the process.
- When reproducing a problem once under support’s guidance.
If there is no secure video-upload option, keep the original file locally and submit redacted screenshots and the complete error. Video-upload limitations should not prevent registering the problem.
Make a useful recording
- Begin before the action and include enough context to identify the original order or target account.
- Continue through the result or full error without editing or speeding up the recording.
- Show the product, plan, expiration, time, and original notice clearly.
- Stop repeated attempts after an error and save the original file.
- Contact support from the order and use the secure submission method they specify.
Hide sensitive information
- Passwords and SMS/email verification codes.
- Cookies, Sessions, SessionKeys, tokens, and recovery keys.
- Complete API keys, redemption codes, and activation links.
- Identity documents, card details, and payment credentials.
If redaction obscures useful evidence, provide the time and original error in text. Do not expose credentials to prove a problem.
Include with your report
| Information | Requirement |
|---|---|
| Order | Start from the original order and include its reference |
| Time | Date, time, and timezone |
| Result | Success, missing activation, lost subscription, failed sign-in, or service error |
| Original notice | Copy it as shown, rather than saying only that it failed |
| Attempted actions | List them in order and avoid further frequent retries |
Support uses the order and evidence to determine eligibility, used days, and the refund amount. See Refunds and after-sales for the calculation and destination.
Sources and review date
Reviewed on 2026-08-30. This translation preserves that date. The refund form currently accepts a text reason; submit video through order support or its designated secure method.