SUMMER SLAM EVENT: AUG 11 (12MNL TIME) DCE

1AM TO 10AM MNL URL: https://dce.imggaming.com/#!/login

LOCATION: FIVE ECOM (MOA) USERNAME: wwecsagent+256@gmail.com
PASSWORD: paasword@1
SME: JULIE ANN AMISTAD & TABUYAN DOMS dce.wwe
ECOM – B7
HHPPV GUIDE
TOOLS I NEED TO SET-UP https://sites.google.com/view/hhppvtemp
 PPV FORM MERYL NO.
 DCE 0927 7894 661
 HHPPV GUIDE JOJO NO.
 KB 0917 6680 402
 WWE CALL TRACKER JULIE NO.
 AVAYA 0906 5588 814
 SCHEDULE VIEWER
PPV FORM
AVAYA ACCOUNT URL: http://remoteagent-
LOGIN: 328498 hartehanks.azurewebsites.net/WWEWebForms/
ID: 9003293 USERNAME: mariah_santos
PASSWORD: password
SCHEDULE VIEWER
USERNAME: 9003293 CALL TRACKER
PASSWORD: Aug2@2019-34 USERNAME: Mariah.Santos@hartehanks.com
PASSWORD:
PC ACCOUNT
USERNAME: MANPH/MSantos WWE Help Site: http://help.wwe.com
PASSWORD: Aug2@2019-34
CANCELLATION:
SHAREPOINT LOGIN Ask the customer for the reason: “I’m sorry to hear you want to
Mariah.Santos@hartehanks.com cancel the subscription. May I know the reason why?”
Save Attempt: “I understand. However, if you cancel today, you
INTRADIEM might miss the upcoming PPV events such as (mention upcoming
USERNAME: 2019SSHH169 PPV Events)
PASSWORD: password
Exceptions for Save Attempts:
 Can't Afford
 Did not Authorize
 Deceased/Death
 No Internet
 Unhappy with the story line
 Caller's the payer not the user
Note: No win back statement if the customer is adamant or
expressed great dissatisfaction of our
subscriptions/products/services and wanted to cancel the
subscription.
Confirmation:
"I've successfully processed the cancellation and there should be no
charges moving forward."
"Since you were billed last [provide last successful billing date], your
subscription will expire on [provide date of invoice cancelled]. You
will also receive an email confirming the cancellation. In the future,
you may re-subscribe using the same email address by going to your
Billing Information page under My Account. Kindly take note that
the billing cycle will change depending on the date that you re-
subscribed or re-purchased the network."
REFUND: Check if the subscription is cancelled, if not cancel the
subscription:
"Since you were billed last [provide last successful billing date], your
subscription will expire on [provide date of invoice cancelled]. This
means that there will be no further charges moving forward. About
the refund however, based on our terms & conditions available
when you signed up for the network, we have a NO REFUND POLICY.
Since you are billed in advance and future charges have been
cancelled, you may continue to watch on the network until the end
of your current subscription."
If customer did not accept: (Process during Event Day)
"I understand. Since it is a Sunday, our Billing department is
currently closed. I recommend that you call the next business day to
request for a refund, but it will still be subject for review. To set
your expectations though, normally it takes 24-48 hours for an
Account Specialist to review a request. I will leave notes on your
account and include why you are requesting for a refund. But the
actual request will be submitted when you call in to our Billing
department. Regular business hours are on Mondays from 3PM-
12MN ET and Tuesdays to Fridays from 2PM-11PM ET. I apologize
for any inconvenience."
UPDATE: For customers having issues cancelling their accounts
online let’s address these by following the steps below.
1) Try to walk them through online cancellation to see if that works.
2) Try Supervisor/PPV Support to process cancellation to see if that
works.
3) If unable to cancel, collect their information to cancel later
(Queue AS – Status Pending for RNT Users and Queue AS Tag as
Callback Yes for PPV Form Users)
4) Inform support right away and support to add user’s details to
the tracking sheet (including next billing date)
Recommended verbiage:
“We’re unable to cancel your account at this time, but we will
process your cancellation as soon as possible.”
If the customer is concerned about an upcoming billing date…
“We understand your concern and will make sure to resolve any
issues provided there’s no usage after your billing date.”
Billing: Accou
Billing: Cancel & Refund
Billing: Cancel & Refund - Inform customer that in the future if they wish to re-purchase the
Caller's Name: subscription they can use the same email and password but the billing date
Phone Number: will change depending on the date of purchase
E-mail: - Inform customer that they will not get any charges in the future
Issue: - Resolved?
- I'm sorry to hear that you're cancelling the subscription. Agent Name:
- May I please know the reason why you want to cancel your subscription? (If Transferred) Approved by:
- Attempt to save: "If you cancel, you may miss on our upcoming Pay-Per-
Views Do you still want to cancel?" Technical: PC
- Process cancellation Caller's Name:
- Provide expiration date and time: Phone Number:
- Provide last payment on the account: E-mail:
- Advise of the email confirmation: Issue:
- Inform customer that in the future if they wish to re-purchase the What device are you using?
subscription they can use the same email and password but the billing date How fast is your internet speed?
will change depending on the date of purchase What Operating System are you using?
- Inform customer that they will not get any charges in the future What Browser are you using?
- Advise that subscription is non-refundable base on T&C Let's try logging off of the device and logging back in:
- Resolved? Let's try clearing the browser cache to see if it will resolve the issue:
- Transferred? Can you try restarting the device, router and modem, in that order?
Agent Name: Do you have another device that we can try to use to see if it will work?
(If Transferred) Approved by: Resolved?
Billing: Cancellation Transferred?
Billing: Cancellation Agent Name:
Caller's Name: (If Transferred) Approved by:
Phone Number:
E-mail: Technical: App Based
Issue: Caller's Name:
- I'm sorry to hear that you're cancelling the subscription. Phone Number:
- May I please know the reason why you want to cancel your subscription? E-mail:
- Attempt to save: "If you cancel, you may miss on our upcoming Pay-Per- Issue:
Views Do you still want to cancel?" What device are you using?
- Process cancellation on Oracle/CST: How fast is your internet speed?
- Provide expiration date and time: Let's try logging off of the device and logging back in:
- Provide last payment on the account: Let's try uninstalling and re-installing the app please:
- Advise of the email confirmation: Can you try restarting the device, router and modem, in that order?
Do you have another device that we can try to use to see if it will work?
Resolved?
 6) Enter the Card Details and click Submit.
Subscribers - How To Purchase 7) The last four digits of the new credit card should appear on the Billing
1) Go to network.wwe.com Information Page if the update was successful.
2) On the upper right hand corner, click Start Your Free Month UNINSTALLING APPS
3) On the next screen, click on Get Started. XBOX ONE
4) On the next screen, enter your desired email address and password for 1) On Xbox Home, select My games & apps.
the subscription. 2) Select Apps, highlight the WWE App, and then press the Menu button
5) Scroll down and enter your Billing Information. on the controller.
6) Read through the Terms and Conditions and click Continue. 3) Select Manage app.
7) Next, select your preferred Payment Method (Paypal or Credit / Debit 4) Do one of the following:
Card) GI Select the location where the game or app is stored. For example, select
8) If Paypal is selected, you will be prompted to login to your Paypal Internal if the game or app is stored on the Xbox One hard drive. Then
account or create a new one. select Uninstall all.
9) If Credit Card / Debit Card, you can enter your Card Details and click Select the game or app logo, press the Menu button , and then select
Submit. Uninstall.
10) Once your purchase is successful, you can view your First Billing Date To delete saved data, select the saved data file, press the Menu button ,
and start watching the WWE Network. and then select Delete saved data.
5) On the next screen, select Uninstall to confirm the deletion.
Reactivate Subscription
1) Go to WWE.com/billing and sign in if asked for their username & XBOX 360
password. 1) From the Xbox Dashboard, go to settings and then select System.
2) Click on CONTINUE next to Enroll in monthly billing. 2) Select Storage.
3) Read through the Terms and Conditions and click CONTINUE. 3) Select your primary storage device.
4) Under Other Payment Method, select Credit Card or Paypal and click 4) Select Games and Apps.
SUBMIT. 5) Find and highlight the WWE app. Press the Y button to access Game
5) If Paypal is selected, you will be prompted to login or create a Paypal Options.
Account 6) Select Delete, and then confirm that you want to delete all items related
6) If Credit Card, enter your Credit Card Information (Credit Card Number, to the app.
CVV & Expiration Date) and click on SUBMIT. PLAYSTATION 3
7) If Successful, a confirmation will appear including your next billing date. 1) Begin from the PS3 Home Screen.
* If you're not already at the home screen, hold the PS button in the
Update Payment middle of the controller, select Quit, then select Yes to return to the home
1) Go to WWE.com/billing. screen.
2) Click on the red here button. 2) Navigate to the TV/Video Services section and highlight the WWE
3) Select payment method (Paypal or Debit/Credit Card) Network App.
4) If Paypal is selected, they will be directed to paypal.com where they will 3) Press the Triangle button on the PlayStation controller.
need to login or create a new paypal account. 4) Select Delete.
5) If Debit or Credit Card, click on the Update Button. 5) Select Yes.
PLAYSTATION 4 Transfers to WWE Shop & Ticket Master
1) Begin from the PS4 Home Screen. Procedure
* If you're not already at the home screen, hold the PS button in the 1. Agent determines based on the customer interaction if the issue or
middle of the controller, select Quit, then select Yes to return to the home concern requires assistance from a non-WWE Network department.
screen. Red Flags:
2) Navigate to the TV & Video section and highlight the WWE Network Customer mentions going on a non-WWE Network website (WWE Shop,
App. Ticketmaster, etc.)
3) Press the Options button on the PlayStation controller. Customer is trying to track an item that they ordered.
4) Select Delete. Customer purchased a ticket for a WWE show online and had some
5) Select OK. questions.
Customer would like to purchase a ticket for a WWE show in their area.
ROKU 2. Upon determining that the customers issue is handled by a non-WWE
Removing a channel via the Home Screen Network department, the agent gets the customer’s information
1. Go to the Home Screen (depending on what is required by the receiving agent as shown in the
2. Select WWE Network and press the * button on your remote. chart below) and summary of their concern so that it may be endorsed to
3. Select "Remove Channel" and press "OK" on the remote to remove the the receiving department.
channel. WWE Shop Required Information
 Email Address
Removing a channel via the Channel Store  Order Number
1. Go to the Channel Store Ticketmaster Required Information
2. Select WWE Network and click "OK" on the remote.  Reference Number
3. Select "Remove Channel" and confirm the selection when prompted.  Etc.
3. After gathering the required information, the agent documents this
SONY information in their notes and dispositions it in RNT as follows:
To install the WWE App: Category: Miscellaneous
Press the HOME button, select [Applications] → [Connected TV Store], Reason for Contact: non-WWE Network Related Concern
then the app to install. Queue: Level 1
Status: Closed – Unresolved
To delete the WWE App: NOTE: For PPV Form users please also disposition as Transferred: Yes - 3rd
To delete apps, select an app in the Home Menu, press the OPTIONS Party.
button, then select [Delete App]. 4. Agent WARM transfers the call to the receiving department by following
these steps.
AMAZON Inform the customer that you will be relaying the information to the
1) Go to the Home screen on your Amazon Fire TV / Fire TV Stick. receiving department and that they will be placed on hold.
2) Choose Settings, and then scroll over and choose Applications. Press conference button to place the customer on hold.
3) Scroll down and choose Manage Installed Applications. Wait for tone and dial 9+1 and the number corresponding to the other
4) Find and select the WWE App. department.
5) Choose Uninstall. 142355 - WWE Shop: 866-993-7467
Select 1 for “English” then select customer concern:
Press 1 for Placing an Order
Press 2 for Order Verification
Press 3 for Status of an Order
Press 4 for Other Concerns
142356 - Ticketmaster: 800-653-8000 (Tickets already placed)
142357 - Ticketmaster: 800-745-3000 (Order Tickets by Phone)
Wait for receiving party to pick-up.
Once the receiving party picks up, introduce yourself as an agent from
WWE Network Support and that you are about to transfer a customer who
is calling for their department.
Provide all the information that was gathered.
Wait for receiving agent to confirm that the customer can be transferred
over.
Press the conference button to join the customer in.
Advise customer that you have the other agent on the line.
Advise the receiving agent to proceed.
UPDATE | WWE Prepaid Card Issues
Please see update below on how to handle Prepaid Card Issues.
Scenario 1 | Customer is trying to redeem prepaid card but received an
error saying “Card Has Already Been Redeemed”
1. Agent needs to troubleshoot issue by providing the following steps:
Ensure that customer is using a PC/Laptop browser. (Customers may try
using a phone browser but may or may not work.”
Clear cache on the browser being used.
Close all browser windows.
Re-launch browser.
Go to http://network.wwe.com/.
Login to the network using credential
Go to wwe.com/redeem
2. If issue persists, agent must ask for the PIN number and inform the
customer that issue will be escalated to higher level of support and
someone will reach out to them once addressed.
Subject: Prepaid Card Issue – emailaddress@domain.com
Queue: Account Specialist
Status: Research
Scenario 2 | Customer is trying to redeem prepaid card but receiving
different error message. Example: “Card is Invalid”
Agent needs to troubleshoot issue as outlined in the steps in A.1. above.
If issue persists, agent must inform customer that we will be needing the
PIN, front/back of prepaid card and clear copy of the purchase receipt.
Agent (with RNT access) needs to send an email so that customer can reply
with attachment of all the requirements. Once the requirements are
received, disposition as:
Subject: Prepaid Card Issue – emailaddress@domain.com
Queue: Account Specialist
Status: Research
NOTE: PPV Agents needs to escalate to Supervisor/TL/Support so that the
Supervisor/TL/Support can send an email asking for a screenshot of the
front/back of prepaid card and clear copy of the purchase receipt. Queue
to Account Specialist and tag status as “Research” once requirements are
received.
Social Login to be Discontinued
Please be aware that we are in the process of disabling social login.
While users have continued to be able to sign in with their social accounts
(Twitter, Facebook, G+), they have not been able to create or associate
them for a while. This second step will complete the sunset of social login
for the foreseeable future.
What does the user see with this change?
Social login features (Twitter, Facebook, G+) options are no longer
available on sign in screens
What about users who use social login today?
These users still have access to their account through their email address
and password
If a user has forgotten their password, they can go through the online
password reset or work with customer support
What kind of impact is expected?
Very little. Social login is not a well-used feature
Requests:
Please track the calls/contacts generated as a result of this change. We’ll
want to generate a report in the week or 2 that follows.
KB UPDATE | On which devices is WWE Network available?
Please be advised that KB #8 has been updated. Kindly review by clicking
on the link below.
On which devices is WWE Network available?
WWE Network is delivered directly to fans through over-the-top digital
distribution, and is not available through cable or satellite providers.
help.wwe.com: https://help.wwe.com/app/answers/kbdetails/a_id/8
UPDATE Summary: WWE Network will be sunsetting some devices and
customers will eventually be receiving emails this week about it. The
email will go out only to those who have used these devices. As such, the
WWE Network app will no longer be available on the devices listed below
starting May 21, 2019:
Below is the list of devices that have been removed from the article and
are no longer supported.
 Amazon Fire Tablets
 Apple TV - 3rd Generation and earlier models
 LG - 2016 and earlier models
 PlayStation 3
 Samsung - 2016 and earlier models
 Samsung and Sony Blu-Ray Players
 Sony - non Android TVs
 Windows 10 Desktop
 Xbox 360
If there are any interactions (voice, chat, email & social) are received that
are related to this update, you may use the dispositions below:
KB UPDATE | System Requirements
Please be advised that KB # 40 has been updated. Kindly review by clicking
on the link below.
System Requirements - WWE
Mobile. iOS: 8.2 and up; Android: 4.1 and up; Please Note: Video is only
available on compatible Android devices running OS 4.0 or later. We are
also unable to guarantee that video content will successfully play
regardless of meeting the minimum OS requirements.
help.wwe.com
https://help.wwe.com/app/answers/kbdetails/a_id/40
UPDATE Summary: Updated minimum system requirements for
supporting WWE Network application in line with sunsetting devices.
There are some supported devices that are not listed in this article, for
details on other devices, refer to their respective articles.
End of 1-year Gift Subscriptions
We had a 1-year gift subscription available, that we did not actively
promote, that was only digitally offered and done via email to the gift
recipient. In advance of moving over to our new provider for Network 2.0
(who cannot currently support this type of subscription), this offer has
been turned off at BAM.
I wanted to bring it to your attention in case we get any inquiries about it.
If we do, we can simply tell customers that our subscription management
provider no longer supports this type of gift subscription but that gift cards
for WWE Network are available at retail and at WWEShop. We SHOULD
NOT tell customers that we are changing providers or anything similar.
Aspect Ratio issue on iPhone X and Up
If you receive any interactions from customers asking when the next WWE
Network app update will be rolled out for iPhone X and recent models as a
result of their current viewing experience, you may respond to them by
saying the following:
“We are aware of this experience and the WWE development team is
working on a solution to optimize your viewing experience.”
If pressed for a timeline and they insist on asking when exactly it will be
available we can respond with:
“We do not have a date available that we can share at the moment,
however we expect this to become available sometime this Summer.
Thank you for your patience.”
Unsupported Devices Scenarios & Recommended Verbiages
IMPORTANT ANSWER LINKS FOR SUPPORTED DEVICES:
WWE List of Supported Devices: https://help.wwe.com/Answer/Detail/8
Basic System Requirements: https://help.wwe.com/Answer/Detail/40
Here are some call scenarios with recommended verbiages and their
respective dispositions for your reference:
Scenario 1: Customer insists on using their OLD DEVICE and has no other
devices.
NOTE: You may also use the verbiage below for other devices that have
already sunset as of May 21, 2019. Make sure to disposition the device
field correctly.
Recommended verbiage: “I’m sorry to hear that you have no other devices
available at the moment. However, right now as announced previously the
WWE Network app will no longer be available on the said device due to
several device manufacturers who have stopped updating the operating
systems of older products which may impact your ability to stream high-
quality video. Please visit help.wwe.com for a complete list of supported
devices.’
Subject: Unsupported Device
Status: Closed – Unresolved
Category: Technical
Reason for Contact: Unsupported Device
Device: [Disposition the correct device under this field]
Scenario 2: Customer has an existing subscription and would like to
cancel since they no longer have other devices to use.
Recommended verbiage: “I’m sorry to hear that you have no other devices
available at the moment. Let me process the cancellation on my end for
you.’
NOTE: Make sure to follow proper cancellation protocol but send a manual
confirmation email.
Subject: Unsupported Device - Cancel
Status: Closed – Unresolved
Category: Technical
Reason for Contact: Unsupported Device
Device: [Disposition the correct device under this field]
Scenario 3: Customer would like to get a refund for their current
subscription since they no don’t have any other device. (Non Apple TV
Related)
Recommended verbiage: “I’m sorry to hear that you have no other devices
available at the moment. I’ll go ahead and process the cancellation on my
end. For the refund, let me submit a request for your recent charge. This is
still subject for review and you will receive feedback about this request
within 24-48 hours.’ (For PPV Agents - Transfer the call to L2 and set the
customer's expectation that it will be subject for review)
NOTE: Make sure to follow proper cancellation protocol but send a manual
confirmation email. For Apple TV 3rd Generation and lower, we have a
different process, see other scenario indicated below.
Subject: Unsupported Device – Cancel & Refund
Status: Pending (PPV Agents - Callback)
Queue: Account Specialist
Category: Technical
Reason for Contact: Unsupported Device
Device: [Disposition the correct device under this field]
Scenario 4: Customer would like to cancel and get a refund for their
current subscription purchased through iTunes since they no don’t have
any other device.
Recommended verbiage: “I’m sorry to hear that you have no other devices
available at the moment. For billing related concerns since this was
purchased through iTunes please contact their customer service directly.’
Subject: Unsupported Apple TV – Cancel & Refund
Status: Referred to Third Party
Category: Technical
Reason for Contact: Unsupported Device
Device: Apple TV
Scenario 5: Customer has an existing subscription through iTunes and is
no longer able to link it to their non-Apple TV device/s.
Recommended verbiage: “In order to continue enjoying the WWE Network
on your other devices, please subscribe directly by going to
http://wwe.com/wwenetwork. For a list of supported devices please visit
https://help.wwe.com. With regards to your iTunes purchase, kindly call
iTunes for your billing concerns.”
NOTE: Search for the customer’s email address in CST/Rodeo and if they
have not had a free month you may mention that once they subscribe
directly with us if this is their first time subscribing directly with the Smart TVs and Streaming Devices
network they will get 30 days free. Android TV: Android OS 5.0+ (8.0+ recommended)
Subject: Unable to Link iTunes Purchase Apple TV: Apple TV 4 and later models with tvOS 9.0+
Status: Closed - Resolved LG TV: WebOS 3.5+
Category: Product Roku: Firmware v5.2 b1+
Reason for Contact: How to Purchase Samsung TV: 2017+ models
Scenario 6: Customer has an existing subscription and is keeping it to use Sony TV (Android TV): 2016+ models
on other devices but has FEEDBACK they’d like to share about their
unsupported device. Consoles
Recommended verbiage: “I’m sorry to hear that you are no longer able to The following devices should always be kept up-to-date with the latest
use the network on that specific device. I’ll be glad to pass along the available updates.
feedback you shared. In the meantime, kindly visit help.wwe.com for a
complete list of supported devices.” Xbox One: Android OS 5.0+ (8.0+ recommended)
Subject: Unsupported Device Feedback PlayStation 4: tvOS 9.0+
Status: Research (PPV Agents - Callback) WWE Network Compatible Devices and Models
Queue: Account Specialist
Category: Miscellaneous Smart TVs
Reason for Contact: Customer General Feedback Sony TV (Android TVs Only)
Basic System Requirements LG TV (2017 and newer models)
The following minimum system requirements are needed to enjoy WWE Samsung Smart TVs (2017 and newer models)
Network on the respective platform:
Connected Devices
On your Computer Amazon Fire TV
WWE is supported on the following browsers. We recommend they always Android TV
be kept up-to-date for the best performance. Apple TV
Supported Browsers Chromecast
Chrome 74+ Roku
Firefox 67+
Safari 11+ Game Consoles
Sony PlayStation 4
On Mobile Devices Xbox One
Use the WWE Network app to watch video on your mobile iOS or Android
device. The app will not install on unsupported hardware. Computers
Subscribers can access WWE Network on their computers using the
Android: Android OS 5.0+ following browsers.
iOS: 10.1+ Firefox
Google Chrome
Safari
Smart Phones/Tablets
The WWE app is available on iOS and Android devices.
Download the WWE Network app for your mobile device from Apple App
Store or Google Play.
You can also access WWE Network on mobile web.
Special Notes
TiVo devices and Panasonic TV’s are not supported at this time.
PlayStation4 streams Live Events in English only.
Chromecast is unavailable on Apple devices at this time.
Watch SmackDown LIVE and Raw!
Don't miss a moment of SmackDown LIVE or Raw!
Live Broadcast Times on USA Network
Raw: Mondays 8 pm to 11 pm Eastern
SmackDown LIVE: Friday 8 pm to 10 pm Eastern
On Demand
Subscribers can watch RAW and SmackDown LIVE on WWE Network
starting 30 days after they air on USA Network.
Raw and SmackDown LIVE episodes can be easily found on the main
navigation in the WWE Network section of the app.
On a Web Browser
Go to www.wwe.com/wwenetwork
Select RAW or SMACKDOWN from the secondary navigation menu.
Looking for older episodes? Use the filters to narrow down the listing to a
specific year.
WWE Transaction on Credit Card Bill
A WWE authorization might appear your credit card statement during your
trial month. This authentication isn't a charge - it's simply an authorization
of your payment method. Billing does not begin until after your free trial
ends and your monthly subscription begins.
Transaction on Credit Card During Free Trial
The monthly trial starts when the bank approves your subscription
payment method. It's one of the ways we protect against fraud. A credit
card statement might show this transaction as 'pending' or 'on hold' during
your trial period. Payment gateways like PayPal will test transactions
ranging from $1.00 to $9.99. These are only authorizations. You will not
be charged for the free trail.
Charges start automatically after your free trial ends. Charges continue
monthly until you cancel the subscription.
CANADA - need to link their Cable Provider Acct with WWE Network
1. http://www.wwe.com/watch-wwe-network-in-canada
http://wwe.com/Canada
2. https://netwrok.wwe.com/active
3. Select provider
L2 TRANSFER NUMBERS:
 108618 - Billing
 141080 - Technical
 108607 – Product
Autho hold
Payment information is required to activate your free trial so you can enjoy
WWE Network uninterrupted after your free-trial ends.
During registration, we verify the payment information you provide using a
$1* test authorization. Some banks place this authorization in a temporary
status of "pending" or "on hold" which you may see on your electronic
statement. In these cases, the temporary hold on this authorization can
take up to 7 days to be removed from your statement. We automatically
notify your bank that these authorizations will not be collected and should
be removed.
Please be aware that seeing the $1 hold on your statement does not
necessarily mean that we were approved to use your payment
information. If any information you provided during registration does not
match what appears on your bank's record (like the name on the card), we
may be able to request an authorization, but still be rejected approval for
your card. This is for your protection. As a result, however, if you tried to
register using your card multiple times, you may see multiple $1 holds on
your statement. None of these will be collected as actual charges.
You will only be charged after the trial is over, unless you cancel before the
free trial ends
* May be £1.00 or €1.00 where applicable. PayPal users may see a 9.99
test authorization in addition to the 1.00.
turn around time should be provided to cx (TAT)
L1 troubleshooting steps
1. check if has active subscription
2. what device is the customer using
3. system requirements
4. net speed/ how many device connected
5. log off from other devices/ reset log in
6. log off / log back on from preferred device
7. clear cache/ change screen resolution : web based
8. uninstall/ re install : app based
9. sequential power cycle OFF (device, router, modem) ON (modem,
router, device)
10. try other device
11. transfer to L2
“I’m sorry to hear that you have no other devices available at the moment.
However, right now as announced previously the WWE Network app will
no longer be available on the said device due to several device
manufacturers who have stopped updating the operating systems of older
products which may impact your ability to stream high-quality video.
Please visit help.wwe.com for a complete list of supported devices.’

Stream Limit Exceeded

If you see an error that says “STREAM LIMIT EXCEEDED” or “TOO MANY
USAGE ATTEMPTS” it means your WWE Network account is in use on
another device. WWE Network allows one Network stream per login.

To resolve:
• Log out of all devices
• Log back in to the primary device you are trying to view on

If you have shared your account with friends or family, they may be using
WWE Network while you’re trying watch some content. WWE Network
allows one Network stream per login.

If you think someone is using your account without your permission:

• Log out of all devices
• Change your WWE Password
• Log back in to the primary device you are trying to view on