Help Center

Contacting User Service

Our User Support department is divided into different groups to get your questions answered quickly and efficiently. Each group has its own office hours and method of contact. Please read the information below to find the right group for you so we can help you as quickly as possible.

Technical, Account and Billing

The Technical, Account and Billing groups offer help to ourusers with issues outside of the platforms. If you choose to call us, you will be routed to the correct group through the automated phone menu. If you choose to open a support ticket or chat with us, then choosing the right Category will get you to the right place.

Our Technical, Account and Billing staff is available Monday through Friday. There are two ways to contact us:

Open a Support Ticket – click here to email a Support Representative directly.
Phone Support – Technical, Account and Billing help is available Monday through Friday from 10:00am – 7:00pm PT (excluding holidays).

Remember that this number is not toll free and still may be considered long distance from within the United States.

* NOTE: If you are having trouble contacting us through an already existing account, or cannot contact us by phone, please create a temporary Platform Account and click here to submit a ticket through the help site using the new account. Make sure to include the name of the account that you wish to address in your ticket. We will then help you recover your regular account.

In-Platform Support

Our In-Platform team are available to help with any issues that you have within the platforms. Use one of the following options, and choose the correct Platform, to quickly recieve the help you need.

From Our Website:

To open the ticket submission tab, click here.
Select your product from the Product dropdown list.
Select the appropriate Category and Sub-Category of your issue.
Type in your issue into the ticket window.
Click Submit.

An User Service Representative will respond to your ticket as soon as possible. Response times will vary depending on ticket volume. Tickets are answered in the order that they are received.

Support Forums

Visit our Support Forums where you can check up on current issues and ask for help from the community and Lawi Tech Support moderators. You will need a valid lawi Project name in order to post to the forums.

I Forgot My Username, Password or Email Address

Never fear, nothing is lost forever. We’ll walk you through the simple steps for recovering an Lawi Project Account Username or Password. If both your Username and Password have gone missing, follow the steps for recovering your Username first then use that Username to recover your Password.

IMPORTANT: The email address linked to the account is the key to recovering your Username or Password. If all three of those have been lost to the dark void of space and time please create a temporary Project Account and contact User Support for help getting your original account back.

NOTE: Typing in the wrong password too many times will trigger the failsafe and put your account on lockdown for 24 hours. You do not want to trigger the failsafe.

Billing Problems (Credit Card Errors)

An error while trying to make a purchase can stem from a number of small problems. These are the most common reasons for an error.

Incorrect Address
The bank will decline the charge if the address information that you entered does not match what they have on file. Have you moved in the last few years? Are you on vacation or in the military? You’ll need to use your permanent address and make sure that you bank has the same permanent address on file.

Incorrect CVV2 Security Code
The bank will decline the charge if the CVV2 (from the back of the card) that you entered does not match what they have on file. Please make sureyou are typing this 3 or 4 digit number in correctly.

Please be advised that multiple failed attempts for incorrect CVV2 code may result in the bank putting a temporary hold on your card.

A “Do Not Honor” Block on a Credit Card
If your bank does not trust a particular charge or merchant then they will not honor the charge and block the transaction. You will need to contact the customer service phone number for your bank to look into this. This number can be found on the back of the credit card. If you simply ask a bank teller they may not know to look for this type of block and may not be able to remove it.

Once your bank has confirmed that the Do Not Honor block is removed, you’ll need to try the purchase again.

Insufficient Funds or Hold On Bank Account
Transactions will be denied if there are not enough funds in the bank, not enough available credit on the credit card, or if the account has been placed on hold for any security reasons. If you just deposited money in your account, please contact the bank to see if this money is available. You can also wait until the next day to sign up for membership.

Incorrect Country
If the country that you chose when creating your account does not match the currency set for your payment method, you will also get an error message. Please contact Customer Support to have this error corrected.

Why are my funds on hold if I got a failure message?
The charges you are seeing are pre-authorizations only and will not complete. Declined pre-authorizations are put on hold by the bank, but typically disappear within 24-48 hours.

Please note that pre-paid credit cards may hold funds for longer than 48 hours as a fraud prevention measure.

Other Transactions

Failed PayPal Purchase: Please check out this article for more information on PayPal purchases.
Station Cash Card Code: Station Cash codes can only be used once, so it will not work if you received the code from a friend who has already used it. For information on Station Cash cards, please check out this article.
Failed SMS (Cell Phone) Purchase: Please check out this article for more information on SMS purchases.

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