PEARL JAM HELP CENTER
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Site FAQ General FAQ Ten Club Membership Policy Membership FAQ Ten Club Ticket Policy Ticket FAQ Merchandise Policy Returns/Shipping FAQ Merchandise FAQ Privacy Policy Terms of Use System Requirements |
I am an Analog Member & I see others are receiving a cool Membership package. When will I receive mine? Your Membership Item ships to you when you purchase/renew your Analog Membership. Your Bootleg Coupon will be available in your My Membership Page as soon as you have Become an Analog Member. If you are a current Analog Member, go to My Account, My Membership. * Please Note: If you purchased a 2012 Analog Membership, your Ten Club Single & Deep Magazine are on their way as of the week of March 11th, 2013. if you have not yet received them. They should be arriving in the coming weeks. You can find your Digital Download on your My Membership Page in My Account. I want to Upgrade from Digital to Analog. How do I do this? You will want to log into your account. Click My Account---> My Membership. Then choose Change Membership. From here you will want to choose between the Upgrade Me Now option and the Upgrade my renewal. Upgrade me Now- If you choose this option you will be charged $40 immediately and your membership will be set to expire in exactly one year from the day you upgrade. You will be sent the current year member pack and bootleg download code right away. You will receive your Ten Club single and Deep magazine once it's produced and shipped later in the year. Upgrade My Renewal- This option will keep you at the digital level until it's time for your membership to renew. On your renewal date your card will automatically be charged $40 for your new year of membership at the Analog level. You will be sent the current year member pack and bootleg download code right away. You will receive your Ten Club single and Deep magazine once it's produced and shipped later in the year. Note: Analog membership items change at the first of the year. Your analog membership upgrade membership benefits correspond to the year the upgrade was made. ex. if you upgrade in 2013, you will get the 2013 analog membership benefits, not the 2012 or any other past years benefit items that were shipped. Now I have my Bootleg Coupon – What do I do with it? The Bootleg Coupon is valid for any Digital Download on the site. It is valid for a free MP3 or $9.99 off on the FLAC. We currently have the 2008-most of the 2011 & 2012 shows available as well as the 2007 VIC download at this time. You will want to find the show you would like in the Shop in the BOOTLEG section, then enter your coupon code during check out where it says “Enter Promotion Code” Your Bootleg Coupon is valid for one year. How Do I RENEW MY MEMBERSHIP? As long as you have your Membership set up for Auto-Renewal or are purchasing your Membership on time, you are technically Renewing. A: Expired Member: You will just need to log in, click My Account, then just choose Become a Member, then scroll down & you can choose the Membership level. Then continue with check out. A: Not Expired Members: You will just need to log in. Then at the top of the screen click on My Account, then My Membership. Then you will want to go to Update Payment Info. Once you have submitted your Billing Information, your current Membership level will automatically be renewed on the expiration date. I do not see any Membership Information. If your Membership has expired, there will be no current Membership Information. To see your Membership History, click on Payment History on your My Membership page. I want to get a GIFT MEMBERSHIP, How do I do that? Please Read the Entire Answer: If you'd like to purchase a gift membership online, you'll need to make sure you are logged out of your existing membership account if you are a member. If you do not know the recipient's log in information, you'll need to SIGN UP with the gift recipient's email address and a password. At that point, you can follow the regular directions to join the fan club - At the top of the screen click on My Account, then Become a Member. Choose Membership Level, then you will want to go through the billing process, just make sure you put their name and address as the main information, and your billing information in the space provided. You will receive confirmation for the purchase in YOUR name, but the account will be in their name. Please Note: An email confirmation will be sent to the email address registered to the gift recipient. So if you want it to be a surprise, please register with an email address you have access to so you can receive the activation email – we or you can update it once you give it as a gift. You will also receive a “Welcome” email with the Membership Information. If they have a current Membership account & you make a new one, be sure to let us know when you have given them the gift so we can merge the accounts. If you do not want an email to go to them, or you'd like to purchase the gift membership offline, you may purchase it via mail (this can take a month or more to receive & process), or fax: 206.447.1848 (please let us know if you fax) Please Note: To remove your Billing information from the recipient's account, once the Membership is processed, go to My Account--->My Membership & choose Do Not Renew. This will remove your Billing information. WHAT is a CVV SECURITY CODE and WHERE can i find it on my card? The CVV Security Code is an important Internet security feature that now appears on the back of Visa/MasterCard/Discover cards and the front of American Express cards. This is a 3 digit or 4 digit code. Why has my CREDIT CARD OR BANK ACCOUNT been CHARGED MORE THAN ONCE for my MEMBERSHIP? For security reasons, credit card companies will sometimes show an additional charge to alert customers that someone is trying to use their account for an online purchase. This is a temporary authorization and can happen if the billing address that is entered does not exactly match the address on record with your bank. The additional "ghost" charge or “temporary authorization” should drop off in 24-48 business hours. If it DOES NOT drop off please contact your bank. How OFTEN is my TEN CLUB MEMBERSHIP CHARGED? Once a year on your renewal date. The INFORMATION for the CREDIT CARD I used has CHANGED, how do I UPDATE my account? If anything has changed on your credit card account, including billing address, credit card #, expiration date, etc, you'll need to update your account with pearljam.com. Otherwise, when the next billing period occurs the payment transaction will fail, and you will then receive an email notification. After 3 tries, your Membership will expire. To update your payment information:
HOW is my Ten Club Membership CHARGED? As a Ten Club Member, you will be asked to provide a debit or credit card for the auto-renewal feature. Ten Club Membership Accounts require credit/debit card payment. The Membership price is for one year. Your billing period starts with the date you become a Member or Renew and is valid for the one year. You will be automatically charged at the start of your Membership year unless you decide to Cancel your Membership. To *Cancel your Membership:
*Please Note: Your Membership will not be charged again & will just expire. WHEN does my Ten Club Membership EXPIRE?
I Do NOT Want To RENEW My MEMBERSHIP. What do I do? We're sorry you wish to cancel your Ten Club Membership Account. To cancel the auto membership renewal feature on your account:
Your current membership will stay active until your expiration date at which time your membership will simply expire. Once your account is officially cancelled at the end of the respected billing period your account will revert back to a Free Non-Member Account. Should you decide to purchase a membership again in the future, unless it is within 90 days of your cancellation date, you will receive a NEW MEMBER NUMBER and ALL SENIORITY WILL BE LOST. However, your Membership History will remain intact. I HAD a Ten Club Membership in the past, but DIDN’T RENEW IT and NOW I WANT TO. How can I do this? To purchase a Ten Club Membership:
Please Note: Unless it is within 90 days of your cancellation date or non-renewal, you will receive a NEW MEMBER NUMBER and ALL SENIORITY WILL BE LOST. Your Membership History will remain intact. It won't let me upload a photo to My Profile/Forum. What should I do? Please be sure the image you are trying to upload is no larger than 2MB and the format is either jpg, gif, or png. How do I set up a NEW TEN CLUB membership account? DIGITAL or ANALOG PAID MEMBERSHIPS To create a new membership:
How do I sign up for your site WITHOUT becoming a Ten Club member? FREE NON-MEMBER ACCOUNT:
What are the two TEN CLUB membership OPTIONS? 1) Analog Member ($40 USD annually + $10 shipping for non-US members)
Analog (Physical) Level Includes:
- Full Website Access
- Exclusive Streaming Content
- Ten Club Single MP3
- Deep Magazine PDF
- Members-only Contest Eligibility
- Members-only Merch Discount Events
- Access to Members-only Merch
- **Access to Fan Club only Ticket Pre-sales
**You must be an active paid Ten Club member as of the pronounced deadline to be eligible for any current pre-sale opportunity. PLUS - Free Bootleg Download - Coupon code listed in “My Membership” - Limited Edition Vinyl 45 Ten Club Single - Limited Edition Hard Copy of Deep Magazine - Limited Edition Membership Item 2) Digital Member ($20 USD/INT annually) Digital Level Includes: - Full Website Access - Exclusive Streaming Content - Ten Club Single MP3 - Deep Magazine PDF - Members-only Contest Eligibility - Members-only Merch Discount Events - Access to Members-only Merch - **Access to Fan Club only Ticket pre-sales **You must be an active paid Ten Club member as of the pronounced deadline to be eligible for any current pre-sale opportunity. How can I CHANGE my USERNAME? You can’t. Once you have created a username, you will not be able to change it. How do I UPDATE MY ADDRESS for MY ACCOUNT?
I RESET MY PASSWORD, now the NEW PASSWORD will NOT work. If you reset your password and still cannot access your account, then your issue may be related to your internet browser. Try clearing your browser's cache and cookies before attempting to login. For instructions on how to clear your cache and cookies please go here (will open in Yahoo): How do I clear my browser's cache? HOW DO I CHANGE MY EMAIL ADDRESS? To update your account email:
Please Note: Changing your email will require verification. Please check that you have entered your email address correctly. An email will be sent to the address you have entered with an Activation Code. If you do not receive the verification email, please check your junk/spam folder. What AGE do I have to be to SIGN UP FOR A MEMBERSHIP? You must be 13 years of age or older to use the Pearl Jam website. You are required to have a debit/credit card on file. You can use someone else’s card with their permission. Where can I find my BOOTLEG COUPON CODE that comes with my ANALOG TEN CLUB MEMBERSHIP? Your BOOTLEG COUPON is located on your MEMBERSHIP INFORMATION PAGE. 1. Log in to your account and click on MY ACCOUNT 2. Click MY MEMBERSHIP |