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Customer Support We are dedicated to making certain you get access to the site you've paid for. While we have done everything we can to make certain you have no problems, this is technology, and as such is subject to occasional failures and errors. If you have experienced a technical difficulty, please know that we are here and personally dedicated to providing the very best customer service available. We will remain available to you until your problem has been resolved. Here is a list of the most common problems that have been reported. No Email With Account Information The Account you purchased is a part of our DirecPassport purchase system. The system immediately sends the email message containing your account information and instructions to the email address you supplied during your transaction, at the conclusion of your transaction. However, while our email server sends immediately, not all email servers forward to your account immediately. This means that there may be a delay of 5 minutes to up to even 1 hour or more before your receive your account information. This is a matter beyond our control, and is wholly and completely dependant on the settings set up by the server administrator of your internet service provider. If this happens to you, you have only 2 choices, they being to tolerate this and wait for your account information, or change ISPs to an ISP that forwards mail to your account immediately. If you have waited an extended period of time, and still do not have an account please by all means write to us. It is always possible that there was a glitch somewhere down the line. AOL USERS PLEASE NOTE Recently we have been getting bounced email from some AOL users who purchase DirecPassports from us. My understanding is that AOL provides an Anti-spam tool which rejects email messages automatically unless the sender is registered with the User. If you are an AOL user and have purchased a DirecPassport, but have not heard from us no matter how many angry letters you may have sent... please be aware: we are responding... but your AOL settings are preventing your account information and our responses from reaching you. Please either change your email settings to allow us to communicate with you (webmaster@tentaka.com and tentaka@tentaka.com) or sign up for a free email service from a site like http://www.hotmail.com If you do change to a Hotmail or similar account Please write to us and tell us both your old (AOL) email address and your new hotmail (or whatever service you choose) email address. We will update your account and compensate you for time lost. Got the Email But Account Does Not Work If you have recieved your account information but have not been able to access the site, please review the following common errors before writing to us. If after reviewing these common mistakes, you are still unable to access the site, by all means please write to us at the address below.
As of June 1, there has been a change in the login method. Previously you used your Invoice Number as your username and the password was the password you chose during sign up. Under the new system, you need to enter your Email Address as your username. Your password is still the password you chose during sign up. You can try your access again by selecting "Members Login" from http://www.tentaka.com Please be certain you enter the email address you provided in the Username field exactly as you provided it at the start of your transaction.
Your password is CaSe SeNSiTiVe. This means that the system reads "PASSWORD" and "password" and even "Password" as different entries. (Notice the capitalization.) You can try your access again by selecting "Members Login" from http://www.tentaka.com You must enter your password in all lowercase letters unless you have changed it in your account settings.
Your account may have expired. All DirecPassports purchased are one time charges only - we do not do any recurring billing. If you purchased a short term (or intermediate term) password it is possible that your account expired. You may purchase another account by choosing "join Now" from http://www.tentaka.com Please note: If you have an active account, and you accidentally purchase a second account - or if you have an account that expired in the last 15 days, the time you purchase will be added to your existing account automatically provided that you enter the same Email Address during sign up as you did on your previous account. If checking on and/or correcting the above common mistakes does not solve your problem and you would like us to check on your account, please write us at the email address below. Please include as much information as possible (such as approximate date of purchase, Your last name, and Email Address used at the time of purchase) along with an explanation of the problem you are experiencing. We will respond within 24-48 hours (or less). Thank you in advance for your patience and forbearance. We will do everything possible to make certain you are pleased with your DirecPassport, and we will do it as quickly as is humanly possible. If you are having trouble with a DirecPassport you have purchased, please send your Last Name, Email Address and Username or Invoice number to webmaster@tentaka.com we will respond within 24 to 48 hours. |