Many thanks for coming back to me, all is now working.
I think this is mostly my fault, but the instructions are a little unclear…
In the welcome email you get your subscription number but it is not very clear it is not immediately active, (or at least in my case it was not immediately active). I got a further email 3 days later with the same number, after receiving this the code then worked.
When entering the subscribers number ahead of activation it says the code is not recognised perhaps if the message read the code is not recognised but if you have recently joined it can take XX days to activate that would have made it clearer (at least to people like me who aren’t the quickest
Finally I suppose it’s worth mentioning the comfort message supplied by the 3rd party for subscription messages, is perhaps in need of a little updating.
“Thank you for your email. Whilst Covid restrictions in the UK have now been lifted, many of our staff continue to work from home. We are endeavouring to respond to queries as quickly as possible and we will get back to you as soon as we can. Please try to avoid emailing us again unless it’s regarding a new issue as this may cause further delays.”
I have yet to receive a response to my initial email to them, the response here had been much quicker, I believe the intermediary company is called (ironically I presume) Immediate Media!
TL:DR Thank you. All sorted. My fault. Consider improving the customer journey comms.
Posts
*isn’t working… Obviously, unhelpful autocorrect!
Many thanks for coming back to me, all is now working.
I think this is mostly my fault, but the instructions are a little unclear…
In the welcome email you get your subscription number but it is not very clear it is not immediately active, (or at least in my case it was not immediately active). I got a further email 3 days later with the same number, after receiving this the code then worked.
Finally I suppose it’s worth mentioning the comfort message supplied by the 3rd party for subscription messages, is perhaps in need of a little updating.
“Thank you for your email. Whilst Covid restrictions in the UK have now been lifted, many of our staff continue to work from home. We are endeavouring to respond to queries as quickly as possible and we will get back to you as soon as we can. Please try to avoid emailing us again unless it’s regarding a new issue as this may cause further delays.”
TL:DR
Thank you. All sorted. My fault. Consider improving the customer journey comms.
HNY