Billing & Payments

What payment methods do you accept?

We accept a variety of payment methods to make checkout easy! Accepted Payment Methods: - Credit Cards (Visa, Mastercard, American Express, Discover) - Debit Cards - PayPal - Shop Pay - Apple Pay - Google Pay Subscription Payments For subscriptions, your selected payment method will be charged automatically on your billing date. You can update your payment method anytime in your subscription portal. Update Payment Method: Visit jivenu.com/a/loop_subscriptions/customer to: - Add a new payment method - Update card details - Change your default payment Payment Security All transactions are processed securely. We never store your full credit card information on our servers. Having Payment Issues? If your payment is being declined: - Verify your card details are entered correctly - Check that your card hasn't expired - Ensure you have sufficient funds - Contact your bank to authorize the transaction - Try a different payment method Questions? Contact our support team if you're having trouble completing a payment.

How do I use my store credit (Jive Card)?

Have Jive Card credits? Here's how to use them! What is Jive Card Credit? Jive Card credits are store credits that can be applied to purchases on jivenu.com. You may have received credits as compensation for delays, as a goodwill gesture, or through promotions. How to Use Your Credit: 1. Add items to your cart at jivenu.com 2. Proceed to checkout 3. Make sure you're using the same email address the store credit was issued to 4. Look for the "Apply Store Credit" option and click the check mark 5. Your credit will be deducted from your order total Important Details: - You must use the same email address that received the store credit - Credits are only valid on jivenu.com (not third-party retailers) - Credits typically expire after 120 days (check your email for specific expiration dates) - Credits can be combined with other promotional codes and sales - Any remaining balance stays on your Jive Card for future use Credit Not Applying? If your credit isn't working: - Make sure you're logged in with the email address that received the credit - Check the expiration date - Verify you clicked the check mark to apply the credit - Contact support if you're still having issues Questions About Your Balance? Contact our support team and we can look up your current credit balance.

I was charged twice or see duplicate charges

Seeing duplicate charges? Let's figure out what happened. Common Reasons for Multiple Charges: 1. Subscription + One-Time Order If you have an active subscription AND placed a separate one-time order, you may see two charges - one for each order. 2. Multiple Subscriptions You may have multiple active subscriptions. Check your subscription portal to see all active subscriptions. 3. Authorization Holds Sometimes banks show temporary authorization holds that look like charges. These usually disappear within 3-5 business days and are not actual charges. 4. Checkout Errors If your checkout process had errors or you clicked "submit" multiple times, duplicate orders may have been created. How to Check: 1. Review your order confirmation emails - did you receive multiple? 2. Check your subscription portal at jivenu.com/a/loop_subscriptions/customer 3. Look at the charge dates and amounts If You Were Charged Twice for the Same Order: Contact our support team immediately with: - Your order number(s) - The charge amounts and dates - A screenshot of your bank statement (optional but helpful) We'll investigate and issue a refund for any duplicate charges within 3-5 business days. Prevent Future Issues: - Wait for the order confirmation page to load before navigating away - Don't refresh or click "submit" multiple times during checkout - Check your subscription status regularly

How do I contact customer support?

We're here to help! Here's how to reach us: Live Chat (Fastest Response) Visit jivenu.com and click the chat icon in the bottom corner of the screen. Our team typically responds within minutes during business hours. Email Send us an email and we'll respond as quickly as possible, typically within 24 hours. Before You Contact Us: Have this information ready for faster service: - Your order number (starts with J or #) - The email address used for your order - A brief description of your issue Self-Service Options: Many questions can be answered instantly: - Track your order: Check your shipping confirmation email - Manage subscription: Visit jivenu.com/a/loop_subscriptions/customer - Browse this help center: Search for answers to common questions Response Times: - Live chat: Usually within minutes - Email: Within 24 hours (often faster) What We Can Help With: - Order status and tracking - Subscription management - Returns and refunds - Damaged or missing products - Product questions - Billing inquiries - General questions We're committed to making sure you have a great experience with Jive!