Issue with Theory 11 Purchase

[abaileyva]

I’m hoping someone here might have advice. I’ve been trying to resolve an issue with a purchase I made from Theory11 on November 10th, and I haven’t had any luck getting in touch with them.

Right after the purchase, I realized I wasn’t logged into my account when I completed it, so the video that came with the item didn’t get added to my library. I used their contact form the same day to ask if they could link it to my account, but I never received a response. I also followed up by email on November 13th and again on November 30th, just in case the first message didn’t go through.

I’ve always had good experiences with Theory 11. I’m just hoping to figure out whether this is a common issue or if there’s another way to reach support. Has anyone else run into something similar?

 

[MandyLaterveer]

Hi there,

Thank you for sharing this, and I’m really sorry for the frustration. We always respond within 24 business hours, Monday through Friday, so something must have gone wrong with the delivery of your messages. I’m glad you posted here so we can fix it. I’ll reach out to you directly.

Best,
Mandy

 

[abaileyva]

Thank you for your support, Mandy, and for taking action to correct it. The video is showing up correctly now.

 

[figak1]

I’m hoping someone here might have advice. I’ve been trying to resolve an issue with a purchase I made from Theory11 on November 10th, and I haven’t had any luck getting in touch with them.

Right after the purchase, I realized I wasn’t logged into my account when I completed it, so the video that came with the item didn’t get added to my library. I used their contact form the same day to ask if they could link it to my account, but I never received a response. I also followed up by email on November 13th and again on November 30th, just in case the first message didn’t go through.

I’ve always had good experiences with Theory 11. I’m just hoping to figure out whether this is a common issue or if there’s another way to reach support, similar to how people sometimes look for an instant home offer in texas when timing is tight. Has anyone else run into something similar?

You should try contacting Theory11 again, this time including your order number, purchase date, and the email you used. If the contact form and email haven’t worked, try reaching out via their social media accounts or by replying directly to the order confirmation email. Explain that you weren’t logged in when you purchased the item and ask them to link the video to your account. Make sure to check your library after logging out and back in. Persistence through multiple channels usually gets a response if support is slow.