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If you're having a problem with Twister's PGR Store, you should read through the information below to try and find the answer first before using the contact page. Nearly every problem that we've encountered thus far is answered below.
I can't login to Twister's PGR Store
The main PGR site and Twister's PGR Store operate independently of one another, so you'll need to create an account with Twister's PGR Store in order to login to your Twister's PGR Store account, place orders, view past orders, reset your password, or make changes to your billing and shipping information. When you create your account with us it is HIGHLY recommended that you do not use the same password as you used on the main PGR site.
If you have already created an account with Twister's PGR Store and are getting a 'login information not found' error message, make sure that your Caps Lock is not on as your password AND email are CasE SenSiTive. Also make sure that your email address is spelled correctly. If you used a capital letter anywhere in your email address when you registered (at the beginning for example), you'll need to login using that same capital letter.
If all this information is correct, then it's probable that the password you registered with is not the same as the one you're trying to enter. In that case, go ahead and go through the process of resetting your password.
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I'm trying to set up an account, but it says my email address is already in use
If you've gone through the process of setting up an account, even if you did it during checkout and didn't finish the entire checkout process, you've got an active account. Try logging in with your email address and password at the Account Login page rather than trying to set up a new account. If you've forgotten your password you'll need to go ahead and go through the process of resetting your password.
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I've forgotten my password
If you've forgotten your password you'll need to go ahead and go through the process of resetting your password. A simplified process is listed in the question below.
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I'm having problems resetting my password
You need to have an account with Twister's PGR Store before you can reset your password. Creating an account with the main PGR site will not create an account with Twister's PGR Store and vice-versa as they are owned and operated independently of one another. If you try to reset your password without having an account with us you will receive the error message "Your password is unable to be updated. You will need to create a new account ... ".
A few people will have problems with this due to cookie settings being set too high on the browser, firewall, or other third-party program. If Twister's PGR Store site cannot set cookies, it will not function properly. You will need to consult your documentation if you don't know how to change your cookie settings.
If your cookie settings are okay, here's the step-by-step version on how to go about changing your password. You'll need to do this all on the same computer and same browser. If you move to another computer or open the URL's in two different browser types (i.e., you reset your password using Firefox then try to use the temporary login page with Internet Explorer), the process will fail.
- Click here and enter in the email address you login into Twister's PGR Store with to request a verification code.
- Click the Reset Password button.
- When the verification code comes in (it should only take a minute or two to get there), click here.
- Copy the verification code out of the email and paste it into the field next to where it says "Enter your verification code:". Make sure that you're using the newest verification code. An old code will not work.
- Enter the same email address into the field next to where it says "Enter your email address:". Make sure you spell it correctly! An incorrect/incomplete email will cause the process to fail.
- Enter a new password of your choice into the field next to where it says "Enter your new password:".
- Enter the same new password in the field below that one. This is to make sure that you've typed your new password in correctly since the characters come up as asterisks.
- If you want to have your new password emailed to you, check the "Email your new password to you" box. If not, leave it unchecked.
- Click the Update Password button.
- You should now be able to log into your account. In fact, you should get a message in green at the top of the page that says, "Your password has been successfully updated! You may now log into your account. If you checked the option to have your password emailed to you, that email has been sent."
- If is says anything else, copy the message, go to our contact page, select the 'Website Questions' option, and paste the error message in the Comments field.
If all else fails, you can always register a new account using a different email address.
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I placed items in my cart, but now they're not there
If you shut your browser down it will, in most cases, clear your cookies. Once your cookies are cleared, you will be logged out and will not have items in your cart. However, if you've added items to your shopping cart and got booted out during the checkout process, then your cookie settings are set too high and you will need to lower them for the site to function properly. If you do not know how to lower your cookie settings in your browser, firewall, or other third-party program, you will need to consult your documentation or do a search on the Internet.
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I'm having problems with my billing and/or shipping information
There was an update that was made not too long ago that has been throwing a couple of people into a 'dead loop' when trying to place an order. This has caused a few minor problems with the billing and shipping information - most notably, expiration date errors for credit cards, or states on shipping and/or billing addresses. If you're having the problem where it's saying the order is missing some information, even though you know you've entered it, try shutting down your computer first and restarting it to see that fixes it. If not, you'll need to delete all the shipping and billing addresses from your account and enter in new information.
However, be careful when doing this! If you've placed an order recently, you will need to wait until the entirety of your order has been shipped before going in and deleting your address information. If you delete it before it is shipped, you may not receive your order!
To delete your information, complete the following steps:
- Click on the Your Account link and login
- Click on the Manage Your Shipping Addresses link
- One by one, delete all of your shipping addresses
- Click on the Your Account link again
- Click on the Manage Your Payment Methods & Billing Addresses link
- One by one, delete all of your billing addresses
- Now click the PGR Store Home link, add items to your cart (if need be), and checkout like you normally would, filling in your shipping and billing information during the checkout process
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I'm a WebTV user and am having problems entering information
If you're a WebTV user, you might have problems entering in the CVD number. This is a bug with WebTV. As WebTV isn't a supported platform, you should place your order on a computer using Firefox, Internet Explorer or Netscape.
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I keep getting kicked out of the checkout process
If you shut your browser down it will, in most cases, clear your cookies. Once your cookies are cleared, you will be logged out and will not have items in your cart. However, if you've added items to your shopping cart and got booted out during the checkout process, then your cookie settings are set too high and you will need to lower them for the site to function properly. If you do not know how to lower your cookie settings in your browser, firewall, or other third-party program, you will need to consult your documentation or do a search on the Internet.
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I'm having problems after I click the ORDER button
If you're getting a 'page cannot be found' or 'HTTP 500 - Internal server error' message you'll need to read the information here.
If you're getting an 'Oops' error, then there was most likely some information that was entered that was not the same as what the processing company, credit card company, or bank has on file. The error will generally tell you what was wrong and you'll need to go back and correct it. If your order was simply declined, you'll need to read the 'My order was declined' question below.
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My order was declined
An order is generally declined because of an incorrect card or CVD number. In some cases, it's declined because the purchase is outside of your "normal" purchasing habits, or because of a personal, financial reason that you'll need to discuss with your credit card issuer. If you know all your information is correct, you should call your credit card issuer to see why it was declined. Lastly, if you're using a debit card your order may be declined. This is due to the way certain debit cards work. If it's declined, you'll need to use another card or get authorization to make the charge from your issuing bank.
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I'm not sure if my order went through
If you're ordering through PayPal, you'll be redirected back to Twister's PGR Store site and will see a message saying we received your order. You will also receive an email of the invoice. If you have not received an email with your invoice, then your order was not received and you will need to place the order again. In some cases, PayPal may charge the order twice. If this happens, simply reply to the 1st email order that came from the PGR Store so we can issue a refund via PayPal, if applicable.
If you're ordering on Twister's PGR Store website, after you click the ORDER button on the Finalize Your Order page, you will either get an 'Oops' error (see the two questions above if you got that error), or you will get a receipt. If you got a receipt, then one will be emailed to you as well. If you did not see either of those two scenarios and have not received an email with your invoice, then your order was not received and you will need to place the order again.
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I placed an order but have not received it yet
If you placed your order before Twister's PGR Store was taking orders online, you'll need to reply or forward to the email you received that has the PDF invoice attached to it. If you placed your order via Twister's PGR Store website, you should have received an text invoice via email that has an invoice number on it. Reply to that email so we can look up your order. If you placed an order via PayPal and were not redirected back to Twister's PGR Store after you placed your order, your order will not be marked as successfully completed. You will need to use our contact page and select the 'General or Order Questions' option. Be sure to include the last name of the person to whom the order was supposed to have been shipped to.
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I'm having other problems with placing an order
If you're having any other problems placing an order, simply use our contact page and select the 'Website Questions' option.
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