Purchase Support FAQ

Purchase Support FAQ

If you are having an issue with, or have a general inquiry regarding subscriptions, the Purchase Support team are here to help. We understand that users want a hassle free purchase experience and we strive to provide that.

You can contact us anytime via our contact form. Simply state in your email what the problem is and try to include as much useful information as possible, such as your on-site username and any related transaction or invoice IDs.

If you are having issues with a bug or an error related to purchases, please provide a screenshot of what you are seeing in order to investigate further for you.

Below is a summary of frequently asked questions regarding purchases and subscriptions. If your question is not answered in the FAQs below, please email us!

WHAT IS PURCHASE SUPPORT?

Purchase support provides customer service 24 hours a day, 7 days a week. You may contact us for all billing inquiries, technical problems with accessing/viewing website content, password assistance or to cancel your membership.

HOW DO SUBSCRIPTIONS WORK? ARE SUBSCRIPTIONS A ONE-TIME OR RECURRING PAYMENT?

All APSPARKS subscription packages are a one-time purchase, and you will see the subscription price, duration and “One Time” alongside it on the checkout page.

WHAT PAYMENT OPTIONS DOES APSPARKS ACCEPT?

APSPARKS accepts all major credit, debit cards and popular alternative payment methods including PAYPAL.

WHICH PAYMENT SERVICE PROVIDER IS APSPARKS USING?

All payments are processed by Stripe our Payment Service Provider (PSP). Stripe is an American technology company operating in over 25 counties and across many different industries. Stripe focuses on providing the technical, fraud prevention, and banking infrastructure required to operate on-line payment systems.

We use the Secure Sockets Layer (SSL) protocol, which helps to ensure that sensitive information sent over the Internet between your browser and our server remains confidential.

I PAID, BUT MY SUBSCRIPTION IS NOT ACTIVE!

Don’t panic! While some payment methods may take a little longer to process than others (verification, etc.), we will be more than happy assist.

Please get in touch with us so we may investigate further for you.

Please include your invoice / transaction ID, your on-site username and the subscription which you attempted to purchase. You can contact us directly by apsparks@autismpartnershiphk.com or by using our email form under Contact Us.

CAN I TRANSFER MY SUBSCRIPTION TO ANOTHER ACCOUNT?

You cannot transfer a subscription to another account.

CAN I CHANGE/UPGRADE MY MEMBERSHIP?

Yes, you can change or upgrade your membership account at any time. (EXAMPLE: upgrade 1 month plan to 12 months plan). However, refund is NOT available on the extra fees paid on the previous plan.

HOW DO I CANCEL MY MEMBERSHIP?

Please go to Profile Page to cancel your membership. You will receive an email to the address you entered upon purchase, confirming that your membership has been canceled and that you will no longer be billed. If you cannot use the form due to insufficient information, please contact us so we can locate your membership and cancel it.

CAN I GET A REFUND AFTER CANCELING MY MEMBERSHIP?

If you are experiencing technical difficulties while accessing to our content and would like to have a refund, please contact us to discuss.

Please send an email to us together with your registered email address and invoice number for our checking.

If a refund is entitled, a cancellation acknowledgement will be sent within 3 working days and fees refunded within 10 working days, subject to this Refund Policy.

WHAT HAPPENS TO MY ACCOUNT IF I CANCEL MY MEMBERSHIP?

Once you have cancelled your paid membership, you will no longer access to contents of Full version. Your account will be downgraded back to a Trial version membership and be able to access to exclusive Trial Version contents.

CAN I REACTIVATE MY CANCELED MEMBERSHIP?

Yes, you can reactivate your canceled membership. Please log-in to your existing account and select the subscription plan to make purchase again. Renew membership email will be sent to you once payment has been made successfully.  Or you may contact us if you would like the membership to be reactivated.

CAN I VIEW INFORMATION ON THE MEMBERSHIP THAT I PURCHASED?

Yes, go to Your Subscription after log-in.

WHY WAS MY CREDIT CARD / DEBIT CARD DECLINED?

There could be a number of reasons why your card was declined. Please use a different card to place the order, or contact us if you have additional questions.

I HAVE A QUESTION WHICH HAS NOT BEEN ANSWERED. WHAT DO I DO?

If you have any further questions, please contact us.