FAQ

Thank you for your interest in Goomomoon.com!
Have a question about a subscription feature? Need technical support for the signup process?
Check the FAQ below for a quick and easy answer:

WHY A MEMBERSHIP SITE? WHY NOT PATREON?

This is an immense effort from Hocc to create our own community with an independent platform. 

By building our own membership site, we can conform the space to our own liking, and include a community forum with different sections to facilitate conversations between members.

While Patreon is an easy option, we prefer the flexibility given by owning and creating our own site.

IS THIS A MONTHLY SUBSCRIPTION?

Yes. In order to facilitate the process, the subscription will be a recurring automated payment.

Once you sign up with your credit card or Paypal, you won’t have to worry about missing a payment. 

You can cancel or pause the subscription anytime.

CAN I PAY ANNUALLY?

Unfortunately we do not support annual subscriptions for the time being.

WHAT TIERS CAN I CHOOSE FROM?

We have three Tiers available, all with different levels of access and perks. Please see this Tier Table for more details.

You are welcome to join the Tier that fits you best. You can upgrade or downgrade anytime in your account page.

CAN I UPGRADE/UPGRADE TO ANOTHER MEMBERSHIP?

Yes! We understand the changes in life and are more than happy to offer a choice for all our members.

To do so simply click here and you will be taken to the account page. Choose the option you need, and enter your payment details.

Please be sure to use the same payment system or card you used previously, or else your previous subscription will not be synced. 

If you use Paypal, your account billing date will be reset and the amount will be adjusted accordingly to the days you have left with the previous subscription. If you use Stripe, the system does not calculate for you, therefore please check that you are updating your account on the day of the month that you signed up.

HOW DO I RESUME MY ACCOUNT AFTER PAUSING?

To resume your account simply login and head to the subscription tab in your account page here. You should see a link to resume . Simply click this and confirm.

Please note that if you pay via PayPal your account will not be fully reactivated until your usual payment date (e.g. the date you originally started your subscription) For example, if your payment date is the 21st and you resume on the 13th you will not regain access to the Academy until the 21st. If you would like access sooner than this please contact us and we can send a pro-rated invoice.

HOW CAN I CANCEL MY ACCOUNT?

You can cancel your account at any time by going to your account page and selecting the Subscriptions tab. Here you will see an option to ‘Cancel’ next to your current subscription.

Click the Cancel link, select the reason you wish to cancel and then confirm your cancellation and you’re all done. You’ll receive an email confirmation that cancellation was successful. (please note that once selecting a reason you will need to confirm you cancellation on the next page – if you don’t do this your cancellation will not be processed)

Once you cancel your account you will retain access to the site until your current subscription period ends. You can of course rejoin anytime in the future!

WHAT IS THE DIFFERENCE BETWEEN PAUSE AND CANCEL?

Pause allows you to keep your credentials until you are ready to resume the account. “Cancel” completely deletes the account, but you are welcome to register a new account anytime.

If you cancel, you can retain access to your account until your remaining month is over.

Please note the payment dates if you are to pause and resume. The subscription restarts only on the original day of the month you signed up if you are using Paypal.

MY PAYMENT HAS FAILED, WHAT SHOULD I DO?

If you pay by credit card and you know that your card details have changed then you can go to your account page select the Subscriptions tab and you should see a link to ‘Update Billing Details’. Once you change your card details your payment will be processed immediately. 

If you pay by PayPal please ensure that there are adequate funds in your account so that payment will go through when payment is tried again. Unfortunately there is no way to change when PayPal will attempt to take payments, or to push the payment through earlier.

Payment will automatically be tried again by our payment processors 4-5 days after a failed payment, but you will lose access to the Goomomoon.com until payment is successful. We will try to collect payment 4 times after which your account will be automatically cancelled.

If your subscription is cancelled due to failed payments, you will need to sign up with a new subscription if you would like to regain access to the Academy.

Please contact us using the form below if you have any further questions about failed payments.

I HAVE SUBSCRIBED BUT STILL DON'T HAVE ACCESS TO THE CONTENT!

Please go to your account page select the Subscriptions tab and check that your membership subscription is showing as active.

If your subscription is current then please try logging out of your account, clearing your browser cache and then logging back in again.

If this does not fix the issue please contact us at [email protected] and let us know what page you are receiving this error for.

If your question isn’t answered above please use the form below to get in touch with our support team and we’ll get back to you as soon as we can. Our email support hours are 10am to 7pm (GMT+8 | HK time) Monday to Friday and we aim to get back to you as quickly as possible.

Please Note: This form is for customer service issues relating to your subscription, issues with the website, for other issues you can also use the community forum’s Tech Support section. 

CONTACT US FOR FURTHER QUESTIONS :

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