Account settings

I forgot my password

You can easily reset your account’s password by clicking the “Forgot Password?” lined text below the “SIGN IN” button. The app will request your contract’s e-mail address and upon that, you will receive an e-mail from donotreply@itoorer.com (check your spam/junk folder).

Simply click on the link, it will open a new page in the application, and all you have to do is insert your new desired password and confirm it.

Once you’ve done that, you will be able to log in with your new credentials.

How do I update my account information?

In order to update your account’s information, follow these steps:

• • On the application main page, top left of the screen, click on the three horizontal lines.

• • Click “Profile”, below the “My Info” section.

• There, you will be able to change your personal data and billing information.

NOTE: You will only be able to update your information if you are already logged in the application.

I can’t sign in to my account?

If you can’t sign into your account, please verify the following:

• • Check if your e-mail is correct, make ensure you aren’t missing any special character such as “@” or simple dot;

• • Make sure the password you’re typing is the correct one, follow the steps above in order to update it. (Check the “I forgot my password” section);

• Have you ever used this account before? Try to create a new one.

If none of these steps work above, contact our support at customer.care@itoorer.com, for further assistance, you will receive a response promptly.

How can I submit a complaint?

Any sort of complaints and concerns are to be forward to customer.care@itoorer.com.

I think my account has been hacked?

If you have suspicious that your account has been hacked, follow these steps:

• • Proceed with a change of your password, follow the “How do I update my account’s information” section, there you will be able to change your account’s password, this will also force your account to be logged out of any other devices.

• Contact our support team at customer.care@itoorer.com, they will handle it from there and make sure your account isn’t hacked.

 

Payments

I need help with a voucher

Assistance with your voucher can only be provided by our technical support, you can find it at customer.care@itoorer.com or call the following +1 786 789 0249 (US) or +44 118 4091018 (Other Countries).

How do I update or delete a payment method?

The application will request you to choose between voucher or credit card payment for each purchase you make, if you acquire the connectivity with a credit card, you won’t need to delete the records upon purchase, the application won’t keep records of
the last used card. We use www.stripe.com as our payment gateway.

I have a payment issue or question?

If you’re having questions or any sort of issues with your payments, you should forward the matter to customer.care@itoorer.com, it will be handled promptly.

Requesting invoice for an order?

If you haven’t received the receipt in your desired e-mail account or wish to request an older one, you can simply contact our support at customer.care@itoorer.com with your contract’s information and
our support will handle it from there.

How do I view my receipts and order history?

To check your order history, you must click on the three horizontal lines on the top left corner of the screen and select “Packages”. There, you will be able to see your active packages as the ones you have acquired previously on the “Passed” tab.

Upon every purchase, an e-mail with every receipt will be sent to your e-mail address, please if you can’t find it there, check your spam folder.

How do I review and download a receipt?

As stated above, you will receive every receipt in your e-mail address from receipts@itoorer.com.

My account has an unrecognized charge?

Concerns regarding unrecognized charges have to be forward to our Support Team at customer.care@itoorer.com for further investigation.