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At grooby.com we pride ourselves on our customer service and always strive to provide the best service we can. If you experience any problems when using our websites we will endeavour to correct the situation and have you surfing again as soon as possible. We reply personally to every email we receive, and you can usually expect your reply within 24 hours.

Very rarely, due to unforseen circumstances we may experience a short period of server downtime. Rest assured this is a very rare occurrence and in the event of it occurring we will offer you free time on another website to compensate you for your lost time.

Above all, we wish to reassure you that when you join a grooby.com website, you can expect the very highest level of support and a 100% record of problem solving.


Username and Password Issues:

If you are experiencing problems accessing the website with your username and password please read the following advice.

  • Your username and password are CaSe SenSiTiVe so you must ensure you are entering them in the correct upper or lower case letters. For example, a username of "MyUsername" will not work if you enter it as "myusername".


  • If you have forgotten your username and/or password you can retrieve them from the CCBill Support Website or Paycom Support (depending on which billing company you used) and follow the instructions.. You will need to enter your email address, credit card number or subscription number.


  • If you are unable to retrieve your username or password from the CCBill Support Website, or your password is not allowing you to enter the website, please contact Grooby Customer Support. Please provide us with as much information as possible to help us locate your account. As much of the following information as possible will be useful:

    • The email address you used when joining.
    • The name on your credit card. (If you joined using your credit card)
    • Your subscription number or transaction number.
    • Your telephone number. (If you joined using the 900 telephone billing option)
    • Your username.
    • The name of the website.

Billing Enquiries and Questions:
How do I cancel my membership?
You can cancel your membership at any time you choose. Please be assured that you can cancel at any time during your billing cycle and you will also receive the full remaining month that you have paid for. To cancel your membership, please go to the CCBill Support Site or Paycom Support (depending on which billing company you used) and follow the instructions.. If for any reason you are unable to cancel your membership at the CCBill Website, please email Grooby Customer Support to request cancellation.


Does my membership rebill automatically?
If you joined using either Credit Card or Checking Account you will be charged every month. Your membership will rebill automatically until you request it to be cancelled. If you joined using the 900 Telephone Billing System you will not be rebilled and your membership will expired after one month of access. If you joined using either Paypal or by sending a money order in the mail, you will not be rebilled and your membership will expire after the time you have paid for has elapsed.


What will appear on my credit card statement?
Your credit card statement charge will appear as either "www.ccbill.com" or just "ccbill". There will never be any mention of the name of the website or www.grooby.com


I do not have a credit card or checking account - can I join by another method?
Yes, you can also join using Telephone Billing (the charge will be applied to your telephone bill) or by sending a Money Order to our office. Please see the Join Page for the range of joining options that are available.


My credit card was refused when I attempted to join - why did this happen?
This may happen for a number of reasons. CCBill holds a blacklist of credit cards that have been reported for fraudulent activity or that have been reported as lost or stolen. It may also occur if there is insufficient funds in your account. If you feel that your credit card has been wrongly blacklisted, please contact CCBill Support or Paycom Support (depending on which billing company you used), directly to resolve the matter. We do not have access to specific information.


My account is listed as inactive but I did not request cancellation - what has caused this?
As with refused credit cards, this may happen for a number of reasons. In our experience the most common causes of this is that the credit card has expired or it has been declined due to insufficient funds. Please note that we are unable to re-activate in-active accounts so we recommend that you simply open a new membership.


I need to change my credit card details that CCBill has on file for me - can I do this?
We are unable to change the credit card details or address details on an active account. If you need to change any of your details, please cancel your current account and then open a new account with your new details.



If you require further assistance or information, or have a question that is not covered on this page, please do not hesitate to contact Grooby Customer Support.


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