Frequently Asked Questions

Who are we?

Duodecad ITS owns and operates several websites for which provides billing support as well.

What is a transaction number?

After every transaction you complete on our website, an automatic email confirmation will be sent to the email address which you register to your membership. This confirmation contains a transaction ID, which you can refer to when having any inquiries regarding your purchase. If your transaction is successful, an electronic invoice is also attached.

I have found a charge(s) on my bank statement from Duodecad ITS. What should I do?

If you have found a charge(s) from us on your billing statement and are not aware of its origin, please click here to contact our representatives. In case you submit our form, we will contact you within 24 hours on the email address you provide.

How does the service appear on my bank statement?

Our discreet billing service ensures complete confidentiality with each and every transaction. The transactions made on our websites will show up as "Duodecad ITS" on your bank statement.

Why has been my credit/debit card declined?

We advise you to contact your bank and ask if they apply any restrictions for online or international transactions, a certain limit to the daily/weekly amount of purchases, or for certain types of content or services. You may try deleting your payment option and add it again. For more help please contact our representatives by clicking here.

Why have I not received a confirmation email/receipt?

The confirmation/receipt email is sent automatically with each order that Duodecad ITS processes. You should enter a valid email address when signing up to the website in order to receive the mentioned emails. Note that many email accounts are protected by spam filters today. By some of these, automatically generated emails may be considered as "spam". Please check your junk mail folder as well if this option is activated in your email account.

Note that Duodecad ITS never sends spam emails to anyone!

Does Duodecad ITS have recurring charges?

Normal transactions processed by Duodecad ITS are non-recurring charges. Exceptions are the voluntary additional features, the FanClub subscription and the SmartBuy option. Both of them have to be opted-in for recurring billing to take place.

The dates of the charges on my bank statement do not match those of my purchases. Why?

Due to international banking techniques, most charges appear with a few days delay on your bank statement. If you need a list of your transactions to compare it with your statement, please click here, to get in touch with our Customer Service.

I have a question not answered by the FAQ! What should I do?

If you have not found an answer to your question, please contact our representatives by clicking here.