I'm got an error message or the screen went blank or I'm having difficulty placing my order online. What do I do ?

Having trouble placing your order ? We occasionally get email or calls from customers who are having difficulty completing an order online. Sometimes a page gets hung up, or changes very slowly or comes up all pink or with a white screen and an error message “The page can not be displayed.”

 

 Here are some things you can try:

 

1. Hit refresh on your top browser tool bar.  This will give you a new page and may be enough to straighten things out so you can continue.

 

2. Try clicking on the back arrow on your tool bar.  You may have to do this a couple of times to go back a few pages so you can try again.

 

3. Try closing your browser window and opening a new one if you’re still shopping and you haven’t finished and paid for your order. 

 

4. Try waiting a few minutes.  Traffic on the site can affect how fast it runs. Also, sometimes the connection to the hosting network can be slow or even down.  Waiting a few minutes can make a lot of difference.

 

5. Try a different browser or even a different computer.  No matter how much a web site is tested and updated there can still be unforeseen problems with a particular version of a browser or operating system.

 

6. Try clearing your temporary internet files from your cache.  Look under help on the top tool bar of your browser for instructions.

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Message “Email address already on file”.  When you’re going through the checkout and you put your email and shipping address in sometimes people see “Email Address already on file”.   This message is telling you that it recognizes your address from a previous visit to HeyViv.com.  This can happen even if you never finished a complete order because at some point in the past (and it may have only been a few minutes ago) you input your email address and a password in the Hey Viv  checkout.

 

What to do? Look for the green button marked ”Sign In”  and click it.  Type in your email address and the password you used. If you don’t remember your original password click on “Forgot your password? Click Here “ and the password will be sent to the email address you entered into the system.   Once you have signed in you can continue shopping or paying for your order.

 

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The computer is asking for my email address and my password and I don’t have one.

 

If you’re a first time customer and you have never setup a password you want to be on the page that has you enter your email address, the password you’d like to use and your billing address.  Try clicking on “Shopping Cart” and then “Checkout”.  The next page will ask for your email address, password and billing address.  This is the page for first time customers.

 

If you’re a returning customer you want to be on the page that only has you enter your email address and the original password you set up the first time you went through.  You shouldn’t have to reenter your billing address. Click on the green “Sign In” button.  This is the page for returning customers.

 

 

Hope this section is helpful.  We check and update the site often to keep the site up and  running.  If you need assistance - Please call our toll free number at 1-888-333-6405 or email customerservice@heyviv.com .  We will work with you to get your order completed.