Q: I tried to buy something from the web store and was unsuccessful, but I got charged anyway. What's going on?
A: What has likely happened is that you are seeing the results of an authorization hold on your credit card. According to Intuit, publishers of the TurboTax and Quicken financial software products:
"...Authorization hold is the practice within the financial or banking industry of authorizing electronic transactions that are done with a debit card or credit card. This balance is held as unavailable either until the transaction is cleared by the merchant (also called settlement), or the hold "falls off." In the case of debit cards, authorization holds typically fall off the account (thus rendering the balance available again) anywhere from 1-5 days after the transaction date depending on the bank's policy..."
If you see multiple charges on your monthly bank statement from the same web store purchase transaction, please reach us via a support ticket at www.line6.com/support/tickets, or call us at 818-575-3600, option 2 for Customer Service M-F 8am-12pm and 1pm-4pm.
Q: I want to return an item I bought on the web store. Where do I send it?
A: To return a web store purchase, you must contact our support team to set up your return authorization. Please reach us via a support ticket at www.line6.com/support/tickets, or call us at 818-575-3600, option 2 for Customer Service M-F 8am-12pm and 1pm-4pm.
Q: Where are my credits?! I returned my software a month ago and it's not in my bank account!
A: Credits that are made to our users are normally credited towards the credit card that was used to purchase it within 3-5 business days. There are a number of circumstances that may extend this time frame, including when the credit to your account was processed, your credit card company's internal policies, and if the card is issued by a foreign or domestic bank. Please ensure that you have checked the records for all of your credit cards, as we have seen previous cases where the credit was posted to a different credit card than the one you used for the transaction. This will happen if the credit card you used to make the purchase has since been canceled. If you still do not see a refund after checking all cards, please contact us to verify which card we have credited.