Please note that due to the launch of the new fan club website this support system is no longer active. Please submit all support inquiries via email to timmcgraw@support.sparkart.com
Frequently Asked Questions
All the questions are sorted according to their categories, you can click on a category to view more sub categories.
Please view the FAQ before submitting a support ticket. Due to the high volume of inquiries we will be unable to answer any questions addressed in the FAQ.
Thank you.
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| Billing Inquiries |
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| Shipping Information |
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| General Questions |
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| Top Questions Asked by MCGRAWFAN Members |
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| Questions about renewing your account |
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| presale information for renewals |
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Why isn't my U.S. credit card being accepted? |
| The first thing that you should check is that the "Billing Address" you entered into the registration form matches the Mailing Address on your credit card statement. If it doesn't match exactly, then your subscription can not be processed. Second, please be sure your credit card has credit available. If you are still having difficulty registering, please submit a support ticket to the MCGRAWFAN Support Team and a representative will assist you further. |
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My credit card was charged more than once, how do I get a credit? |
| Each time your credit card is charged successfully, you will automatically receive a billing receipt via email. Please note that $1 authorizations are NOT charges to your account, and therefore, do not constitute a double billing. A single billing may consist of multiple authorizations. If you have received more than one receipt, please submit a support ticket to the MCGRAWFAN Support Team, and we will promptly issue you the credit(s). |
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When I submit my information after completing the online form, I get returned to the beginning and the form is blank. Why is this happening? |
| Please note that in order to register online successfully, you must have your cookies enabled. If you do not know what cookies are or how to enable them, please consult the help menu on your web browser. | |
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Why isn't my International credit card being accepted? |
| Please note the following regarding international credit card processing: Non-U.S. banks/issuers of credit cards do not support electronic address verification systems (AVS), which are used to help prevent credit card fraud. Authorizations are normally processed manually with a phone call placed by the merchant. MCGRAWFAN Support does not make phone calls to obtain authorizations. Additionally, MCGRAWFAN Support does not accept credit card information directly for processing. Please do not email your credit card information to the Support Team. If you receive repeated error messages regarding verification of your address, please make certain that the address you are entering into the registration form for "Billing Address" is exactly the same as the address where the credit card statements are received. |
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What are the $1 dollar "charges" that appear on my credit card statement? |
| Please note that each time you attempt to register, the system will attempt to process your credit card payment. The $1 "charge(s)" are a normal part of the authorization process. The system seeks a $1 authorization to verify that the credit card is valid. This authorization "charge" is only a test, and will be reversed automatically by your credit card company before you receive your next statement. | |
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What does it mean when I receive the message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes"? |
| Please note that the error message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes" occurs because the system is designed to prevent accidental double billing. However, it is not an indication of the success of the transaction. If your credit card was charged and your registration successful, you will immediately receive a billing receipt and MCGRAWFAN Welcome Letter via email. If you have not received these emails, then please wait a few minutes and try to register again. You may need to close and reopen your web browser. If you still receive this error message, please submit another support ticket and a representative will assist you further. Also, you may not have received confirmation via email due to your webmail service provider. Please refer to the "Why haven't I received e-mail notifications?" section of the FAQ to learn more about this issue. |
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Why do I receive the error message "Invalid Phone Number"? |
| If you have received an error message related to an "invalid phone number", please be sure to enter your phone number without any non-numerical characters. Non-numerical characters refer to spaces, dashes, and parentheses. For Example: 123 1234567 | |
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How long will my package take to arrive? |
| Packages normally take 6-8 weeks from the day that you receive your membership confirmation email. | |
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Why hasn't my package arrived yet? |
| The efficiency of the warehouse and the postal service both contribute to how quickly (or slowly) your package reaches you. If you have not received your package within 6-8 weeks from the date you received your membership confirmation email, then please submit a support ticket to the MCGRAWFAN Support Team so your order can be tracked. | |
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Why can't I log into the site? |
| Please ensure that you are completely filling in your username / email address and password in the correct fields before selecting "Member Log In." If you select "Member Log In" before entering any information you will automatically receive an "Invalid Login" error message. Also make sure that you are entering your password with the correct capitalization. The system is case sensitive, so you must enter your password exactly as you did when you registered for MCGRAWFAN. Your password can be found in your membership confirmation email. If you can not find your password, please click on the "Forgot your password?" link on the home page. Please click this only once. If you have not received the automatically generated password e-mail you will need to contact the Support Team to receive a temporary password. If you still have trouble logging in, please try deleting your temporary internet files and cookies. If that doesn't work, submit a support ticket to the MCGRAWFAN Support Team and a representative will assist you further. |
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Can I change my email address or username? |
| Yes, you can change your e-mail address by logging on to the site and going under the "My Profile" section of the website. Username changes are not permitted. If you would like to change your username, the only thing we suggest is that you sign up for another account using a different e-mail address. |
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What are the minimum system requirements to fully enjoy MCGRAWFAN? |
| Please note the following minimum system requirements: Operating System: -Microsoft Windows XP or higher -Pentium III processor 800mhz or higher -256 mb RAM Internet Connection Browser: Internet Explorer version 6.0 or higher which can be downloaded for free at www.microsoft.com/windows/ie/default.asp or, Netscape version 6.0 or higher which can be downloaded for free at http://channels.netscape.com/ns/browsers/default.jsp Media Player: Windows Media Player version 7.1 or higher which can be downloaded for free at www.microsoft.com/windows/windowsmedia/download/default.asp |
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How do I join MCGRAWFAN? |
| You can join by doing the following: Credit Card: Go to the MCGRAWFAN website and select "Click Here to Join." Follow all of the instructions on the website. We accept Visa and MasterCard. Mail-In: Stay tuned, mail-In payments are coming soon! |
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Why haven't I received any e-mail notifications? |
| You may not have received an e-mail sent from MCGRAWFAN for one of the following reasons: 1) Your webmail server is delayed in delivering the e-mail 2) Your junk mail filter caught the confirmation e-mail before it could reach you. 3) You have not selected the box in the "My Profile" section of the fan club which states: "Receive e-mail updates from Tim McGraw" Please add account-update@timmcgraw.com to your e-mail provider's safe list. |
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I just bought a or McGrawFAN membership through Ticketmaster, what next? |
| If you bought a or McGrawFAN membership during Ticketmaster's Fan Club Bundle Presale period with presale tickets, you can expect to receive an activation e-mail within 10 business days. Your activation e-mail will contain a unique code to redeem in the registration process on Tim McGraw.com. Be sure to follow the redemption directions in the e-mail very carefully. Please note that by purchasing your membership along with pre-sale tickets via Ticketmaster you are using your alloted pre-sale ticket benefit. Therefore, a unique presale ticket code will not be displayed when logged into your account. |
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Will my account renew automatically from the old system to the new? |
| Please note that we do not have any credit card information on file from the previous MCGRAWFAN system. Therefore, your account will not automatically renew - even if you formerly had automatic renewals enabled on your account. To successfully, renew your account, you will need to go through the signup process on MCGRAWFAN with your existing email address and password information to re-enter your credit card information. | |
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How do I log into my account? |
| Please ensure that you are completely filling in your email address and password in the correct fields before clicking on the login arrow. If you click on the login arrow before entering any information you will automatically receive an "Invalid Login" error message. The system is case sensitive, so you must enter your password exactly as you did when you registered for MCGRAWFAN. Please also try clearing your cache, deleting your cookies, enabling cookies and resetting your browser. If you are still unable to log in, please click on the "Forgot your password?" link on the home page. Please click this only once. If you have not received the automatically generated password e-mail you will need to contact the Support Team to receive a temporary password. |
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My account expired or is about to expire what should I do? |
| My account expired or is about to expire what should I do? If you are a current MCGRAWFAN or Club SuperSoul member, whose account is about to expire, you have the following options to renew your account. 1. Renew your account by purchasing a 2007 MCGRAWFAN membership. 1-Year Membership Includes: - Private message board & blogs - Access to fan club only merchandise - 2007 Pre-sale ticket opportunities (up to 20 tickets in 2007, with a 4 ticket limit per show)* - Personalized @mcgrawfan.com webmail address - Official MCGRAWFAN membership card - Exclusive MCGRAWFAN license plate - 8x10 photo of Tim - Exclusive content including news, audio, video & photos - E-mail updates from MCGRAWFAN 2. Renew your account by purchasing a 2007 Club SuperSoul membership. 1-Year Membership Includes: - Club SuperSoul 2007 T-Shirt - Opportunity to enter drawings to attend a pre-show party with Tim and Faith** - 2007 Pre-sale ticket opportunities (up to 20 tickets in 2007, with a 4 ticket limit per show)* - 8x10 photo of Tim & Faith - Official Club SuperSoul fan club membership card - Personalized webmail addresses for BOTH @mcgrawfan.com and @faithfullaccess.com - Exclusive Club Supersoul content from the Soul2Soul II & 2007 tour - Access to exclusive Soul2Soul 2007 merchandise for Club SuperSoul members only - Early access to special Soul2Soul 2007 offers - Access to both MCGRAWFAN and FaithFullAccess websites *In order to participate in 2007 pre-sales, you must purchase a MCGRAWFAN or Club SuperSoul membership (new or renewal) after January 1, 2007. New pre-sale codes will be issued for members who join after January 1, 2007 and codes issued prior to that date will no longer be valid for use during pre-sales. Unused pre-sale opportunities will not carry over to the next year and no substitute benefit or refund will be provided if no pre-sale tickets are purchased. **The opportunity to enter pre-show party drawings will only be available to members who purchase a new or renewal Club SuperSoul membership after January 1, 2007. PLEASE ALSO NOTE: To renew, make sure you are logged out of your account and visit http://www.timmcgraw.com/upsell.html to complete the sign up process by selecting one of the options listed above. Please make sure you are using the email address your account is registered to or a completely new and separate account will be created. Memberships renewed prior to your expiration date will be extended the number of additional months left on your current membership. For example: 1) If your account is already expired when you renew, you will have a 12-month duration on your account when you renew. 2) If your account has not yet expired, but you wish to renew before your account expires, your account will be extended 12-months from your current expiration date (i.e., if you renew today and your account is not set to expire until April 25, 2007, your account will be extended through April 25, 2008). The Upgrade to Club SuperSoul option is unavailable at this time. If you purchase a MCGRAWFAN membership and wish to change to a Club SuperSoul membership, you will be required to pay the full price of both memberships. |
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How can I access pre-sale tickets? |
| As part of your membership to MCGRAWFAN, FaithFullAccess or Club SuperSoul, you will have access to the very first in pre-sale ticket opportunities for each city on the tour. As always, we strive to gain access to as many of the best seats as possible for our fan clubs -- but remember, some markets may have more demand than tickets are available so plan to get your tickets early! Soul2Soul II is working closely with Ticketmaster to make this process as seamless as possible. A predetermined number of tickets will be available in all price levels for each city. Each fan club member will be eligible to purchase up to 8 tickets through fan club pre-sales throughout the tour, up to 4 per show. If available, you can select any quantity you want, up to 4 per show, until you have used all 8 tickets. MCGRAWFAN / Club SuperSoul members will be issued unique codes available on the "Pre-Sale Tickets" page to use for presales throughout the tour. Be sure to save this information and do not share your code with anyone. Members who share or sell their code may lose membership privileges and their tickets. It is best to copy and paste the code (beware of extra spaces) during the pre-sale process to avoid any errors and save you time. Some fans have found that it’s best to go to www.ticketmaster.com and create a profile before the pre-sale begins. For other tips on making your presale experience smooth and easy, check the PRE-SALE FAQ’S on the webboards. IMPORTANT NOTE: While all pre-sale details are subject to change, note that the following markets may have fewer fan club tickets or may be handled through a ticketing company other than Ticketmaster requiring a different access code: Ottawa, ON CA Philadelphia, PA Greensboro, NC Portland, OR Be sure to check the website regularly for more information. The same ticket limitations apply. |
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How do I change my personal information? (E-mail, Address, Username, Etc.) |
| You can change your personal information including e-mail, address and other information by logging on to the site and selecting the "My Profile" section of the website. You will not be able to change your username in this section. Username changes are not permitted. If you would like to change your username, the only thing we suggest is that you sign up for another account using a different e-mail address. |
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How do I check the status of or make any changes to my MCGRAWFAN membership? |
| Log in to your account. The "My Profile" page on the menu tool bar of the site gives members access to their account information. Members can make changes to their mailing address, phone number and any other additional info. | |
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I checked the box to receive emails and newsletters, why am I not receiving these messages? |
| If you have selected to receive e-mails in your account settings, you may also try the following: 1) Checking your SPAM filter to ensure that our e-mails have not ended up in your junk mailbox. 2) Adding update@timmcgraw.com to your address book or safe list. 3) Checking directly with your ISP or e-mail provider to see if there is a problem with receiving our mailings from the address listed above. Please understand that many times these mail delivery failures are directly related to internet service and email providers. However, please be advised that we are working diligently to ensure that everyone signed up for our lists is receiving our emails. If you require further assistance, please don't hesitate to contact us. Best, MCGRAWFAN Support Team |
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My account expired or is about to expire what should I do? |
| If you are a current MCGRAWFAN or Club SuperSoul member, whose account is about to expire, you have the following options to renew your account. 1. Renew your account by purchasing a 2007 MCGRAWFAN membership. 1-Year Membership Includes: - Private message board & blogs - Access to fan club only merchandise - 2007 Pre-sale ticket opportunities (up to 20 tickets in 2007, with a 4 ticket limit per show)* - Personalized @mcgrawfan.com webmail address - Official MCGRAWFAN membership card - Exclusive MCGRAWFAN license plate - 8x10 photo of Tim - Exclusive content including news, audio, video & photos - E-mail updates from MCGRAWFAN 2. Renew your account by purchasing a 2007 Club SuperSoul membership. 1-Year Membership Includes: - Club SuperSoul 2007 T-Shirt - Opportunity to enter drawings to attend a pre-show party with Tim and Faith** - 2007 Pre-sale ticket opportunities (up to 20 tickets in 2007, with a 4 ticket limit per show)* - 8x10 photo of Tim & Faith - Official Club SuperSoul fan club membership card - Personalized webmail addresses for BOTH @mcgrawfan.com and @faithfullaccess.com - Exclusive Club Supersoul content from the Soul2Soul II & 2007 tour - Access to exclusive Soul2Soul 2007 merchandise for Club SuperSoul members only - Early access to special Soul2Soul 2007 offers - Access to both MCGRAWFAN and FaithFullAccess websites *In order to participate in 2007 pre-sales, you must purchase a MCGRAWFAN or Club SuperSoul membership (new or renewal) after January 1, 2007. New pre-sale codes will be issued for members who join after January 1, 2007 and codes issued prior to that date will no longer be valid for use during pre-sales. Unused pre-sale opportunities will not carry over to the next year and no substitute benefit or refund will be provided if no pre-sale tickets are purchased. **The opportunity to enter pre-show party drawings will only be available to members who purchase a new or renewal Club SuperSoul membership after January 1, 2007. PLEASE ALSO NOTE: To renew, make sure you are logged out of your account and visit http://www.timmcgraw.com/upsell.html to complete the sign up process by selecting one of the options listed above. Please make sure you are using the email address your account is registered to or a completely new and separate account will be created. Memberships renewed prior to your expiration date will be extended the number of additional months left on your current membership. For example: 1) If your account is already expired when you renew, you will have a 12-month duration on your account when you renew. 2) If your account has not yet expired, but you wish to renew before your account expires, your account will be extended 12-months from your current expiration date (i.e., if you renew today and your account is not set to expire until April 25, 2007, your account will be extended through April 25, 2008). The Upgrade to Club SuperSoul option is unavailable at this time. If you purchase a MCGRAWFAN membership and wish to change to a Club SuperSoul membership, you will be required to pay the full price of both memberships. |
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I received a gift membership, can I renew my account with my code? |
| Yes. To renew your account with a gift membership, visit http://www.timmcgraw.com/upsell.html, enter your e-mail address and select the box that says "I NEED TO REDEEM A CODE" in the "JOIN OR RENEW NOW BY ENTERING YOUR E-MAIL ADDRESS" area. Please make sure you are using the email address your account is registered to or a completely new and separate account will be created, and your current account will not be renewed. |
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How can I access pre-sale tickets? |
| In order to participate in 2007 pre-sales, you must purchase a MCGRAWFAN or Club SuperSoul membership (new or renewal) after January 1, 2007. New pre-sale codes will be issued for members who join after January 1, 2007 and codes issued prior to that date will no longer be valid for use during pre-sales. More information on 2007 pre-sale ticketing will be announced as it becomes available. |
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How can I enter a Pre-Show Party drawing? |
| Club SuperSoul members will have the opportunity to enter drawings to attend a nightly pre-show party with Tim & Faith. Please note that the opportunity to enter pre-show party drawings will only be available to members who purchase a new or renewal Club SuperSoul membership after January 1, 2007. More information regarding pre-show parties will be be announced as it becomes available. |
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Can I use my Soul2Soul II 2006 pre-sale code for upcoming pre-sales? |
| No, Soul2Soul II pre-sale codes will not work for 2007 pre-sales. In order to participate in 2007 pre-sales, you must purchase a MCGRAWFAN or Club SuperSoul membership (new or renewal) after January 1, 2007. New pre-sale codes will be issued for members who join after January 1, 2007 and codes issued prior to that date will no longer be valid for use during pre-sales. | |
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Where can I find my 2007 pre-sale code? |
| Pre-Sale codes for 2007 will be issued after tour dates and pre-sales are announced. More information regarding pre-sales and codes will be announced as the information becomes available. | |
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I just bought a or McGrawFAN membership through Ticketmaster, why don't I have a pre-sale code? |
| If you bought a or McGrawFAN membership during Ticketmaster's Fan Club Bundle Presale period with presale tickets, you can expect to receive an activation e-mail within 10 business days. Your activation e-mail will contain a unique code to redeem in the registration process on Tim McGraw.com. Be sure to follow the redemption directions in the e-mail very carefully. Please note that by purchasing your membership along with pre-sale tickets via Ticketmaster you are using your alloted pre-sale ticket benefit. Therefore, a unique presale ticket code will not be displayed when logged into your account. |
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