Troubleshooting with Our Help How to Contact Us ... - My Epicure

<strong>How</strong> <strong>to</strong> <strong>Contact</strong> <strong>Us</strong>:<br />

Call Cus<strong>to</strong>mer Experience Toll-Free at 1-888-595-6363 for:<br />

• <strong>My</strong> <strong>Epicure</strong> password reset and account unlock<br />

• Urgent web <strong>to</strong>ols issues<br />

• Problems <strong>with</strong> the order system (returns, exchanges, missing items, etc.)<br />

• Questions or issues unrelated <strong>to</strong> web <strong>to</strong>ols<br />

Email us at web<strong>to</strong>ols@epicureselections.com for:<br />

• Instructions on how <strong>to</strong> use web <strong>to</strong>ols<br />

• Reporting errors that are not critical<br />

<strong>Troubleshooting</strong> <strong>with</strong> <strong>Our</strong> <strong>Help</strong><br />

Please note: The web <strong>to</strong>ols email is only moni<strong>to</strong>red during the day. For urgent matters, contact Cus<strong>to</strong>mer<br />

Experience.<br />

Common Problems & <strong>How</strong> <strong>to</strong> Fix Them:<br />

“<strong>My</strong> <strong>Epicure</strong> Consultant E-Commerce Site is not displaying when I click on <strong>My</strong> Website <strong>with</strong>in <strong>My</strong> <strong>Epicure</strong>.”<br />

It is likely that your version of Internet Explorer is causing the problem. Internet Explorer 9 does not allow its users<br />

<strong>to</strong> have two tabs or windows open at the same time if they are part of the same site. For example, if you have<br />

<strong>My</strong>epicure.com open, Internet Explorer will not allow you <strong>to</strong> open annieconsultant.myepicure.com. Currently,<br />

there is no solution <strong>to</strong> this problem.<br />

We suggest:<br />

• Try using Firefox or Google Chrome<br />

• Close <strong>My</strong>epicure.com and open your personal website in another window directly from the URL address<br />

Please note: Most of your Cus<strong>to</strong>mers should not have this problem because it’s unlikely they will have two<br />

<strong>My</strong>epicure.com windows open at once.<br />

“When I am in <strong>My</strong> <strong>Epicure</strong>, some parts of the screen are not displaying correctly.”<br />

This might be caused by your browser. Try downloading another browser for free, such as Firefox or Google<br />

Chrome.<br />

“<strong>My</strong> pho<strong>to</strong> is dis<strong>to</strong>rted on the website.”<br />

Your pho<strong>to</strong> should be the same dimensions as a 4x5 or 8x10 image <strong>to</strong> fit in the image box <strong>with</strong>out dis<strong>to</strong>rtion.

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<strong>Troubleshooting</strong> <strong>with</strong> <strong>Our</strong> <strong>Help</strong><br />

“<strong>How</strong> do I sign the Leadership Agreement?”<br />

The link <strong>to</strong> the Leadership Agreement is in the <strong>My</strong> Performance Stats section of <strong>My</strong> Success.<br />

“Some of the numbers in <strong>My</strong> Reports are not making sense or are missing.”<br />

You may have run the report during an update cycle. Your Orders data updates every half an hour and your<br />

Commissions data updates every five hours. Try <strong>to</strong> re-run the report in a few minutes <strong>to</strong> refresh the data and see if<br />

the problem persists. If the problem still exists, contact Cus<strong>to</strong>mer Experience or email web <strong>to</strong>ols.