Q: What are the changes to your website?
A: We are excited to introduce three big changes to our website: A completely new Customer Account management system; a better shopping cart experience; and a more accessible Support ticket system.
Q: Why did Red Giant change its store?
A: We moved from a third party shopping cart system to a brand new store that was completely developed by Red Giant. Our store is better integrated with the rest of our website and allows us to serve you better. Most importantly, it’s more secure than ever.
Q: Why do I have to re-enter my credit card info?
A: Our shopping cart has moved to a new database, and as an extra measure of security, we didn’t want to transfer your credit card information. We need you to re-enter that card information if you’d like us to store it for future purchases. This is easy to do in your new Customer Account settings! Of course, you can choose to instead re-enter the card information during your next purchase.
Q: How will these changes benefit me?
A: The question is really: How won't they benefit you? Our new Customer Account controls let you view your order history, edit account information, and manage Support tickets. The new Support ticket system makes communicating with our Support team even easier than before, so your technical issues are resolved more quickly. And the new shopping cart adds an extra layer of security, while making your checkout process simple, secure and streamlined.
Q: Why do I need to reset my password?
A: Resetting your password will move your Red Giant ID to our new Customer Account system, so you can take advantage of all the new features. This is easy to do! Just follow this link and enter your Red Giant ID. We will detect if you need to reset your password, and take you through that simple procedure, which takes only a few seconds.
Q: What terrific new things can I do in my Customer Account?
A: Your account has lots of new options for managing your profile settings, order history and Support tickets.
For your profile settings, you can now:
• Change your Red Giant ID (email address) and password
• Update your account and billing information
For your order history, you can now:
• View and print past orders
• View serial numbers that you own
For Support tickets, you can now:
• View and reply to open Support tickets
• Submit new Support tickets
• View closed Support tickets
Q: Do I still have access to all of my Red Giant orders?
A: Absolutely. You can view your entire order history in the new Customer Account system.
Q: How do I report a Support problem?
A: You can contact our Support team by online chat, email or phone. Go to Support
Q: Are my Customer Support tickets still being tracked?
A: Yes. We have improved our Customer Support ticket system so all current and future tickets can be accessed with your Red Giant ID. However, Support tickets created prior to May 4th, 2012 will no longer be available in your Red Giant account. If we are currently in contact with you regarding an open ticket, we will move your ticket over to our new system and we will stay in contact with you. To contact our Support team with a new question, click here.