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If you still have questions, complete the form below or give us a call at 866-376- 4685.

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Looking to get your products into the hands, minds and hearts of authentic influencers? Simply fill out the form below or call 888-814-4764 to learn how.

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Will my credit card be charged when I submit an order or once the order is shipped?

You’ll be charged for your order once the order has been processed and shipped.

Why am I seeing two pending transactions on my bank statement for my order?

The transaction you’re seeing on your statement is called a “pre-authorization”. It’s used by a manufacturer to ensure that you have enough money in your account to cover the order.
The pre-authorization will disappear from your account statement and be replaced by the actual charge once the order is shipped.
In the event the order is cancelled, the pre-authorization will be voided and should disappear from your statement after a few days.
If you’ve received your purchase and the correct amount isn’t reflected on your account within ten business days, please let us know so we can make it right.

My order shows as processed but I haven’t been charged yet, is that normal?

Yeah, it is. Don’t worry, the pre-authorization will disappear from your account statement and will be replaced by the actual charge once the order is shipped.

Can I add items to my order once it has been submitted to be processed?

Sorry, this is a no can do. Once the order has been submitted to be processed, we can’t modify the order.

What do I do if I was double charged?

If you’ve received your purchase and the correct amount isn’t reflected on your account within ten business days, please let us know.

When will I be refunded for the part of my order that was cancelled?

If part of your order was cancelled, you’ll only be charged for what was shipped.

Why was my order cancelled?

Orders can be cancelled for a few different reasons. We recommend checking the order details within your order history. That usually explains why your order was cancelled. If not, please let us know.

When will I receive my order?

It all depends on the brand you ordered from. Please review the brands order rules to better understand processing and delivery time frames.

Can I expedite my order?

Some brands offer expedited shipping at time of check out; others don’t. In the event that a brand isn’t offering this option, all orders will be shipped according to the brand’s order rules.

Can I return or exchange my order?

Some brands do allow returns and exchanges; others don’t. The brand’s order rules will help to clarify this.

Can I change the shipping address from my store to my personal address?

Sorry, but orders where the shipping address is pre-populated can’t be shipped to another address.

Can my shipping address be changed once the order has been submitted?

Sorry, no dice. Orders must be shipped to the address that the order was submitted with.

I won a contest how do I claim my prize

You’re not considered a winner until you’ve been notified by an authorized member of the 3point5.com staff.

Please don’t contact brands regarding any contests.

If you win more than one contest in a month, we’ll randomly draw your prize out of the contests you placed in.

Why do I get a message telling me that my location is not authorized to make purchase at this time?

If you are getting any messaging indicating that your location is not authorized to make purchase at this time please contact our member service team so we can look into this for you.

When I try to access a brand in 3point5 I get a message that states I should have access to this brand under my training tab. Where is that training tab located?

This message indicates that your location is missing the brands account number. Please feel free to our member service team with that account number so we can help you gain access to this brand.

Why do I get a message telling me that my primary email account has not been verified?

When you registered, we sent you an email with an activation link. Find this email and so you can activate your account. If you can’t find the email, contact our member service team and the can help you out.

How do I switch my retailer?

Please contact our member service team and they can help you update your profile.

How do I add more brands?

Your brand access is based on your retailer, community or team. To gain access to other brands, you have to associate yourself with additional communities and/or teams.

When I join 3point5.com do I get access to every brand you host training with?

No. You get access to the brands based on your retailer and location.

Why don’t I have access to a brand on Promotive.com when my team is sponsored by the brand?

Brands can pick the team, team positions and demographics for the audience they wish to offer their discounts. Please make sure that your profile has a valid address and date of birth to ensure that you do get proper brand access—if the brand is using demographic filters.

My team has expired. What do I need to do get back on ProMotive.com?

You need to submit a new application to re-qualify your team for another year. If that’s not enough, contact your team manager to qualify your team.

I used to have access to a brand within ProMotive but not I get an error message that states I don’t have access.

Brands can pick the team, team positions and demographics for the audience they wish to offer their discount. Please make sure that your profile has a valid address and date of birth to insure that you do get proper brand access if the brand is using demographic filters.

When I join a team do I get access to every brand within ProMotive.com?

The brand access you are seeing is based on your retailer, community or team to gain access to additional brands you must associate yourself with additional communities or teams.

 
 

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