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26/08/2011 00:28
 

Hi,

've purchased EP4 for 3 months recently, but the yellow background highlighting my name has changes to red. Does that mean imy account is going to be frozen? i'm at a very critical phase of my analysis ,it will be doom if its frozen now.

Please inform me on this urgently>

email:drshahjahan1@gmail.com.

 
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27/08/2011 17:38
Accepted Answer 

Dear Shahjahan,
Thank you for choosing EPPI-Reviewer.
I've just checked your purchasing record. On 18/08/2011 you tried to buy a subscription for both your account and one shared review. The status of this purchase attempt is: "submitted but timed out" this means that you reached the stage where your card details are to be checked, but never completed it (either with a success, a failure or by clicking cancel). The result is that no money was exchanged, at least from our point of view.
There is another payment on 23/08/2011, this one was successful, but it was only for a shareable review, and does not cover your account. Interestingly, I do see your new shareable review, created at purchase time, but you have not invited anybody into it, this makes me wonder whether you have purchased the wrong subscription:
A shareable review is used when you need to collaborate with other people on the same review, and is not directly linked to your account status.
Also personal accounts need to have a valid subscription, and yours has just expired, this is why your name appears in red in the status area (you currently have read only access to EPPI-Reviewer). To rectify this, you may simply purchase 3 additional months for your account (£30+ VAT) in the account manager. If you didn't need a shareable review (you can have unlimited private reviews as part of your personal account), you may want to contact us via email (eppisupport@ioe.ac.uk) and let us know: we will be glad to convert your review subscription into the corresponding one for your personal account. Please note that we can only do this during (UK) office hours .

In case you did need a shareable review, you'll find the "Inviting a user into your review" video in our YouTube channel.
I hope this helps! Please let us know if it does not.
Best wishes,
Sergio
 

 
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