If you need to update the credit card on file for your cryopreservation storage subscription, our team can now send you a secure link through our payment processing system (Stripe) for you to do so! Once this is done, your new card will stay on file to be used for your yearly storage subscription renewals going forward. You can always ask our team to confirm that the new card information has been received if you are unsure.
💳 To get started with your request -
Log in to your Fellow portal and click on the golden chat bubble in the lower right corner.
We may ask you to provide some information at first, to best address your support request.
Follow the prompts to submit a support ticket
Fill out and submit your ticket.
Time to relax, your work is done! 🏖️
I've Submitted a Ticket, What's Next? 🤔
You can find updates on the status of your ticket directly in your chat window. These will also be shared with you automatically via email! If you have not seen any updates or heard back from our team within 1-2 business, please reach back out through your chat.
Note: submitting multiple tickets for the same issue may negatively impact your service time. It creates duplicate service requests in our system which can lead to confusion and delays as the support team needs to consolidate information and ensure no details are missed.