Category Archives: Customer Service

Customer Service Tip: Autoship Orders

In recent months, a number of our Customers have placed Autoship orders that have not processed successfully. In many cases, the Autoship profile is looking at the Primary credit card information, but there is no information listed causing the Autoship order to fail. In these cases, it appears that the Primary credit card information has been inadvertently transferred to the Secondary credit card tab. Likewise, some Autoship profiles have defaulted to the most expensive shipping method as well.

To correct these issues, please follow the steps below:

  1. Login to the Back Office and click the Autoship Orders
  2. Click EDIT next to Payment to ensure the correct credit card is chosen, and that the credit card information is accurate.
  3. Click EDIT next to Processing to make sure the correct frequency is chosen (Monthly or Bi-Monthly).
  4. Click EDIT next to Shipping Address to verify the information is correct.
  5. Click EDIT next to Ship Method to confirm your preferred ship method is chosen (they are not in order of expense).


Please Contact Us with Questions or Concerns:

  • USA Customer Service
    1 (866) 202-0065 / customerservice@lifewave.com
  • Europe Customer Service
    +353 91 874 600 / customerserviceeu@lifewave.com

Important Notice to All Inactive Members

Beginning April 6, all Members that have been Inactive for a period of one year or longer, have until June 5 to become Active again, otherwise their position will be terminated. This is a great opportunity to reactivate and take advantage of all of the valuable points these positions have accumulated, and prevent them from being removed from our system.

To keep a position Active, simply make a product purchase with 55 PV or more, and you’re good to go!

So make the easy choice and get reactivated now, to maintain your Active Status and continue enjoying our great wholesale pricing and rewards.

Please Contact Us with Questions or Concerns:

  • USA Customer Service
    1 (866) 202-0065 / customerservice@lifewave.com
  • Europe Customer Service
    +353 91 874 600 / customerserviceeu@lifewave.com

 

Customer Service Reminder: EU Office Closures

We just want to remind everyone that our EU office will be closed on certain bank holidays throughout the year (see below). Please mark these closure dates on your calendar to avoid any interruptions to your workflow.

  • Friday, March 17
  • Monday, April 16
  • Monday, May 1
  • Monday, June 5
  • Monday, August 7
  • Monday, October 30
  • Monday, December 25
  • Tuesday, December 26

Please Contact Us with Questions or Concerns:

  • USA Customer Service
    1 (866) 202-0065 / customerservice@lifewave.com
  • Europe Customer Service
    +353 91 874 600 / customerserviceeu@lifewave.com

Customer Service Tip: Setting Up and Editing Autoship Orders

In an effort to better serve you, we do our best to address the most frequent questions or concerns from our Members. For example, many of you have contacted us recently about setting up and editing Autoship orders.

Just follow these simple steps for Autoship orders:

  1. Login to the Back Office and choose the product you want in your Autoship order.
  2. Click the ADD TO AUTOSHIP ORDER button.
  3. Once you’re in checkout, select the shipping address, frequency and start date, shipping method, as well as confirming your credit card details.
  4. Click Autoship Orders in the main menu to modify the schedule, payment method, shipping address, or shipping method of an existing Autoship order.
  5. When changing credit card details, remember to check the box next to your chosen credit card before saving.
  6. After making any changes to the Autoship profile, please make sure to also check the box next to your chosen credit card as the final step.

Please Contact Us with Questions or Concerns:

  • USA Customer Service
    1 (866) 202-0065 / customerservice@lifewave.com
  • Europe Customer Service
    +353 91 874 600 / customerserviceeu@lifewave.com

Customer Service Reminder: Update Your Autoship for Clearance Sales

As you know Theta Heart and Theta Mind are being discontinued, and we’re running clearance sales on these two products while supplies last. Because of this, it’s crucial to update your Autoship orders accordingly, as Theta Heart and Theta Mind will no longer be available to purchase.

Please Contact Customer Service with Questions or Concerns: 

Customer Service Update: New 31-Day Qualification Period

Effective December 3, 2016, LifeWave has increased the commission qualification period from 30 to 31 days. This means the requirement to remain active and qualified for commissions is now a purchase of product(s) with a value of at least 55 BV every 31 days.

If you have any questions or any issues, please contact Customer Service:

New Online Experience: You Have Questions, We Have Answers

Many of our Members have contacted LifeWave Customer Service with questions about our new online system. Please see answers to the most common questions below.

Answers to Frequently Asked Questions

  • The last part of the URL for your replicated website is now your username. For example, if your URL was lifewave.com/opportunity, you would use opportunity to login to your Back Office.
  • If you don’t have a replicated website URL, please use your Distributor ID number to login to your Back Office.
  • To log out of your Back Office, click your name in the top right hand corner, and then click Sign Out.
  • If you have used your email to register more than one account (e.g. family or downline Members), the Forgot Password feature will not work. You must call Customer Service to recover your password and ideally establish a unique email for each account.
  • To purchase products at a Distributor (wholesale) price, you must first login to your Back Office before placing the order.
  • If you receive an “Oops” message while on the website, please clear your cookies, then refresh the page. If you need help clearing your cookies, simply do a Google search for deleting cookies in your browser. For example, search “how to clear cookies in Safari.”
  • You must logout of your Back Office before logging in to a downline Member’s Back Office (e.g. to assist him/her with placing an order).
  • You can choose exactly where to place a new Member, by logging in to your Back Office and going to Organization and then Binary Tree Viewer. A plus (+) sign signifies an open position.
  • If the Back Office shows you as Inactive, this is likely the reason: to remain Active and Qualified for commissions, you must purchase LifeWave products with a minimum value of 55 BV every 30 days, instead of the old rule of every 35 days. For the initial period of time during this transition, we will assist members who go inactive as a result of this change. If you have made a purchase within the last 30 days, but still show as inactive, please contact Customer Service.
  • If you’ve purchased a Maintenance Kit or a Diamond Enrollment, your scheduled monthly PV deposits will not display in advance in your Back Office. But you will be able to see them once they arrive.
  • If you see No Rank appear in your Back Office, don’t worry! This simply means you haven’t reached Manager (our first ranking) yet.

Coming Soon!

  • Moving to a new country? Vacation elsewhere? Soon, you’ll be able to ship to multiple addresses in different countries from the same account!
  • Want to purchase extra products with an Enrollment or Upgrade Kit? You’ll soon have the opportunity to purchase products AND an Upgrade or Enrollment Kit simultaneously!

We’re Here to Help

We hope this helps you more easily navigate our new platform, and appreciate your patience during this transition. Please know we’re working diligently to resolve any outstanding issues.

Contact LifeWave Customer Service With any Questions:

Sincerely,

The LifeWave Marketing Team