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Important Website Announcement - FAQ


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#1 Tu Tran

Tu Tran

    ODGW Web Admin

  • ODGW Staff
  • 503 posts
  • LocationVirginia

Posted 23 January 2022 - 09:23 PM

ODGW has recently experienced a catastrophic event with our website.  Below is a list of Frequently Asked Questions we've developed to assist customers.  We will continue to update the FAQ as we assist customers.  If you have any questions which are not answered here, please feel free to submit Support Request via the Contact Us link.
 
 
FAQ:
 
Question: I made an account and placed an order with ODGW but now I can't access my account?
 
Answer: Due to the loss of data, any accounts created after 17 JUL 2021 were lost.  We manually recreated accounts that also had orders associated with the account.  Please use the I've forgotten my password link to reset the password.  If you have trouble resetting your password, please use the Contact Us link to submit a Support Request.
 
Question: I made an account and registered a product with ODGW but now I can't access my account?
 
Answer: Due to the loss of data, any accounts created after 17 JUL 2021 were lost.  We are currently still working to recover product registration data.  We will post an update once the process has been completed.  
 
Question: I registered a product(s) with ODGW but now I no longer have access to the product(s) in the Private Access Library
 
Answer: Due to the loss of data, any product registrations submitted after 17 JUL 2021 were lost.  We are currently still working to recover product registration data.  We will post an update once the process has been completed.  
 
Question: An order I placed with ODGW is no longer visible?
 
Answer: We have manually recreated 96.5% of all orders placed after 17 JUL 2021.  There are a few orders which we are still working to resolve.  Please use the Contact Us link to submit a Support Request for additional assistance.
 
Question: My order number looks different or order date has changed?
 
Answer: When recreating the orders, the goal was to generate new invoices which matched the older order invoices.  Unfortunately, the order numbers are auto generated.  When recreating the order invoices, the order number or shipping number will look different.
 
Question: Will I get charged again when the new order invoice is created?
 
Answer: No.  We do not retain your payment information (IE: credit card number).  The order invoices were matched to our payment received records and the new order invoiced were manually marked as paid.  


| Help Topics | ODGW Store | Downloads | Forums | Product Registration | Submit Support Request |

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