Please note, that due to the upcoming launch of Year 6 and the new fan club website this support system is no longer valid. Do NOT submit any support tickets on this site, they will NOT be answered. Please submit all support inquiries to the following email address:
fojg@wbrsupport.com
Frequently Asked Questions
All the questions are sorted according to their categories, you can click on a category to view more sub categories.
For technical or billing issues, please submit a support ticket at http://support.friendsofjoshgroban.com
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| Billing Inquiries |
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| Shipping Information |
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| General Questions |
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Why isn't my U.S. credit card being accepted? |
| The first thing that you should check is that the "Billing Address" you entered into the registration form matches the Mailing Address on your credit card statement. If it doesn't match exactly, then your subscription can not be processed. Second, please be sure your credit card has credit available. If you are still having difficulty registering, please submit a support ticket to the FoJG Support Team and a representative will assist you further. |
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My credit card was charged more than once, how do I get a credit? |
| Each time your credit card is charged successfully, you will automatically receive a billing receipt via email. If you have received more than one receipt, please submit a support ticket to the FoJG Support Team and we will promptly issue you the credit(s). |
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When I submit my information after completing the online form, I get returned to the beginning and the form is blank. Why is this happening? |
| Please note that in order to register online successfully, you must have your cookies enabled. If you do not know what cookies are or how to enable them, please consult the help menu on your web browser. | |
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Why isn't my International credit card being accepted? |
| Please note the following regarding international credit card processing: Non-U.S. banks/issuers of credit cards do not support electronic address verification systems (AVS), which are used to help prevent credit card fraud. Authorizations are normally processed manually with a phone call placed by the merchant. FoJG Support does not make phone calls to obtain authorizations. Additionally, FoJG support does not accept credit card information directly for processing. Please do not email your credit card information to the Support Team. If you receive repeated error messages regarding verification of your address, please make certain that the address you are entering into the registration form for "Billing Address" is exactly the same as the address where the credit card statements are received. If you are sure that the address you are using is correct, and you are still receiving an error message, please register using the "Mail-In Payment" option, and follow the directions provided. |
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What are the $1 dollar "charges" that appear on my credit card statement? |
| Please note that each time you attempt to register, the system will attempt to process your credit card payment. The $1 "charge(s)" are a normal part of the authorization process. The system seeks a $1 authorization to verify that the credit card is valid. This authorization "charge" is only a test, and will be reversed automatically by your credit card company before you receive your next statement. | |
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What does it mean when I receive the message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes"? |
| Please note that the error message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes" occurs because the system is designed to prevent accidental double billing. However, it is not an indication of the success of the transaction. If your credit card was charged and your registration successful, you will immediately recieve a billing receipt and FoJG Welcome Letter via email. If you have not received these emails, then please wait a few minutes and try to register again. You may need to close and reopen your web browser. If you still receive this error message, please submit another support ticket and a representative will assist you further. |
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Why do I receive the error message "Invalid Phone Number"? |
| If you have received an error message related to an "invalid phone number", please be sure to enter your phone number without any non-numerical characters. For Example: 123 1234567 | |
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How can I renew my membership? |
| In order to renew your membership, please enter your email address in the "JOIN OR RENEW NOW" box. Then continue to follow the instructions to complete the renewal process. You can renew your membership even after your membership has expired. |
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How long will my package take to arrive? |
| Packages normally take 4-6 weeks from the date that your membership was first activated. | |
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Why hasn't my package arrived yet? |
| The efficiency of the warehouse and the postal service both contribute to how quickly (or slowly) your package reaches you. If you have not received your package within 4-6 weeks from the date your membership was first activated, then please submit a support ticket to the FoJG Team so your order can be tracked. | |
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I have not received an item I bought from the FoJG Store. Where is it? |
| Your purchase could be delayed for various reasons. Please direct your questions regarding the Friends of Josh Groban Store to: STORE CUSTOMER SERVICE You can reach customer service by e-mail, telephone or regular mail. Representatives are available to answer your phone calls between the hours of 8:00 am and Midnight Monday through Friday, Saturday from 8:30 am to 7:00 pm, and Sunday from 10:30 am to 7:00 pm, Eastern Standard Time (except holidays). E-mail address: wbrcustserv@emsi.echomail.com. Phone Number: (866) 759-4843 Regular Mail: Warner Bros. Records Store P.O. Box 30620 Tampa, FL 33630-0620 |
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Why can't I log into the site? |
| Please make sure that you are entering your password with the correct capitalization. The system is case sensitive, so you must enter your password exactly as you did when you registered for the FoJG Fan Club. Your password can be found in your membership confirmation email. If you can not find your password, please click on the "forgot your password?" link on the home page. If you still have trouble logging in, please try deleting your temporary internet files and cookies. If that doesn't work, submit a support ticket to the FoJG Support Team and a representative will assist you further. |
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Can I change my username? |
| No, you cannot change your username. | |
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What are the minimum system requirements to fully enjoy the FOJG Fan Club? |
| Please note the following minimum system requirements: Operating System: Windows 98 or higher Browser: Internet Explorer version 6.0 or higher which can be downloaded for free at www.microsoft.com/windows/ie/default.asp or, Netscape version 6.0 or higher which can be downloaded for free at http://channels.netscape.com/ns/browsers/default.jsp Media Player: Windows Media Player version 7.1 or higher which can be downloaded for free at www.microsoft.com/windows/windowsmedia/download/default.asp |
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How do I join the FoJG Fan Club? |
| You can join in one of the following two ways: Credit Card: Go to the FoJG website and click on "sign up." Follow all of the instructions on the website. We accept Visa, MasterCard and American Express. NO Credit Card: It's easy to join the FoJG club even if you don't have a credit card. Just go to the FoJG website, click on "sign up" and fill out all of the registration information. When you have completed the registration form, print it out and send it along with a Money Order or Cashier's Check in the amount of $45.00. If you live outside of the U.S., your subscription cost is $55.00 U.S. Dollars. Simply go to any bank and ask for an International Money Order for $55.00 U.S. Dollars and they will tell you how much it costs in your local currency. Please be sure that your cashier's check or money order is made payable to Sparkart, LLC. Send your payment and printed registration form (or completed coupon) to: FoJG Fan Club PO BOX 8639 Emeryville, California 94608 USA Please make sure that if you are sending your payment through the mail that you include your registration information. Also, if you are outside the U.S., please be sure that your payment is in U.S. Dollars. Thank you for joining! |
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Why can't I use Josh Wireless? |
| We have not yet activated FoJG Wireless service. We are working on it and hope to have this service up and running soon. | |
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How do I change my User Information (Password, Address, Phone Number, Email Address, etc.)? |
| To update your member profile information (email, phone numbers address, etc.) on the FoJG website, please login with your username and password, and go to the My FoJG page. Please click on "View/Edit My Profile," and make the necessary changes. When you are done, click on "Save Changes." | |
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