Customer Service, Frequently Asked Questions - e|Cards
I have a question about...
|
- How do I use the e|Card Portfolio Tool?
First you must register for an account. It is free, and only takes a couple minutes. Once you have logged in, if you have an e|Card, enter the code number on the front of your card into the field marked "Enter Card Number" and click on "digitize." Your card should appear in your portfolio in full color and you should be able to flip and evolve your e|Card. If you have multiple e|Cards of the same player, be sure to enter each of the codes and evolve each eCard individually.
Note: An e|Card can only be digitized once, but may evolve for up to one year from the launch date of the product in which it packed out.
- Do you have to input your cards every week or can you keep them on file?
No. Once the e|Card is entered, it is assigned to your personal portfolio and can not be transferred. Once an e|Card has been entered there is no need to re|enter the card number.
- What exactly does "evolve" do?
The "evolve" button checks to see if your e|Card will evolve into either
another card or additional bonus online content (photo).
If your e|Card does evolve into an upgraded card, a "Mail Me My Card" form window will pop up and prompt you to double|check your mailing address before you click the "Submit" button. The evolved card will be mailed to the address you enter.
Your e|Card can evolve into a signed card, a game|used jersey card, a piece of game ball card or a signed game|used jersey card. Your e|Card may also evolve into a web graphic (bonus photo) of the featured player.
- How often can we try to evolve our e|Cards to see if they change into an upgraded card?
You can attempt to evolve your card(s) as often as you'd like, but once that card has evolved, that's it. There will be no future evolving of that particular card. Note: If your card doesn't evolve right away, don't give up. Upper Deck Digital is periodically activating new number combinations.
- If my e|Card evolves into another card, can the new card evolve into yet another card?
No, evolved cards can't evolve into another card.
- If my e|Card evolves into a web graphic (bonus photo) of the player, can it evolve into another card at a later date?
Yes, if your e|Card evolves into a web graphic, your e|Card can still evolve into another card for up to one year from the packout date.
- At what point will my e|Card not evolve into anything else?
Your e|Card has a shelf life of exactly one year from the date of the product's packout. Those e|Cards found in 2000 Upper Deck Series Two (Game Jersey Edition) Baseball have the potential to evolve for one year, beginning June 14, 2000, and ending June 13, 2001. Those e|Cards found in 2000 Upper Deck Football have the potential to evolve for one year, beginning July 25, 2000, to July 24, 2001.
- How do you claim your upgraded card if your e|Card does evolve?
Simply double|check the "Mail Me My Card" form, which will appear on your computer screen if your e|Card evolves into a higher-end insert, click the submit button, and you should receive your evolved insert card within two weeks.
- How long will it take to receive my evolved card in the mail once I have filled out the "Mail Me My Card" form?
You should receive your card in the mail within 2 to 4 weeks of filling out and submitting the "Mail Me My Card" form.
- What do I need on my computer to be able to use the e|Card Portfolio Tool?
You must have the latest Shockwave plug-in installed. If you don't have Shockwave, go to http://www.macromedia.com/shockwave/download/index.cgito get it. You must also register with the website and login. It is also recommended that you have Internet Explorer 4.5 or later, or Netscape 4.5 or later. Basic system requirements for Windows: Windows 95, 98, NT 4.0 or later, Pentium 233 MHz or faster processor with 32 MB RAM. For Macintosh users, basic system requirements: Macintosh PowerPC with system 8.1 and later, 233 MHz or faster processor with 32 MB RAM.
If you do meet the requirements and still can't download the Shockwave plug-in, contact Macromedia support by going to http://www.shockwave.com and click on the help link at the bottom of the page.
- How do I configure AOL to support the e|Card site?
There have been some recurring portfolio problems for many America Online (AOL) users. As it turns out, the digitized cards are, indeed, archived in the user's portfolio. To view them, try this: AOL Fix:
- Close the browser
- Click "Settings" on the AOL toolbar
- Select "Preferences" from the drop-down menu
- Click the "Internet Properties (WWW)" link to open up the browser preferences
- Click the "General" tab (it is the default tab, but just in case...)
- In the "Temporary Internet Files" section, click the "Delete Files..." button
- Check "Delete all offline content" checkbox.
- Click "Okay"
- Click the "Web Graphics" tab
- Select the "Never Compress Graphics" radio button.
- Click "Okay"
- Open the browser and navigate to the site. All of the images will now load.
The above directions are for AOL Version 7.0 and 6.0. If you have a previous version of AOL please contact customer service and let us know what version of AOL you are using so we can send you the proper directions to you.
- I have CompuServe and I am unable to view my e|Cards. What should I do?
If you are using CompuServe and are having troubles viewing your e|Cards, we recommend that you use a different web browser than the one that CompuServe installs. Please log into CompuServe like you normally do and then minimize it. Then open either Microsoft Internet Explorer or Netscape Navigator. Once the browser is open, navigate to our site and log in as you did before.
- After registering, why can't I log in? The System doesn't want to accept my username and password. What gives?
First of all, make absolutely sure you are using the username and password you selected when you first created your Upper Deck Digital account. If you are sure you are using the right combination, the problem may be with your browser's cache (temporary files that are stored locally on your computer by your browser). When this problem occurs in Microsoft Internet Explorer, select the "Tools" pull-down menu in your browser, scroll down to "Internet Options" and select "Delete Files" then click "OK" to the resulting dialogs. Now repeat this same process using the "Clear History" button. Once you've done that, click on "OK" and close your browser. Now return to www.upperdeck.com and log back in.
When this problem occurs in Netscape Navigator, select the "Edit" pull-down menu in your browser, scroll down to "Preferences," select "Advanced," then click on "Cache." The next step is to click on "Clear Memory Cache Now" and then click "OK." Now repeat this same process using the "Clear Disk Cache Now" button. Once you've done that, click on "OK" and close your browser. Now return to www.upperdeck.com and log back in.
If the aforementioned steps don't rectify the problem, contact the Upper Deck Customer Service Department at customer_service@upperdeck.com or call (800) 873-7332.
- Why won't the system acknowledge my numbers/digits when I re|enter the site? When I type in the numbers on my cards, I get a message reading: "e/card not found" or "invalid number" and it boots me out. How come?
If you get an error message saying "e|Card not found" you must take the following steps to correct the problem: 1.) Verify that you are, indeed, entering the correct digits for your e|Card; and 2.) Make sure that you haven't already entered that particular sequence of numbers into your portfolio. Check the portfolio (thumbnails) at the bottom of your screen. If a card appears in color, that means one or more card of that player has already been entered in your portfolio. If you have cards in your portfolio, click on the card of the player for whom you are getting the "e|Card not found" error and crosscheck the numbers that appear in the drop-down menu below the player's card. (For multiple card numbers of a single player, click on the upside|down green triangle.) If the number you are trying to enter appears on the list, the card is already stored in your portfolio and there's no need to enter that number again.
This problem seems to be occurring for many America Online (AOL) users. As it turns out, the digitized cards are, indeed, archived in the user's portfolio, but the user simply can't view them. The fix for AOL users is to use a supported browser (Netscape 4.5 or higher, or Internet Explorer 4.5 or higher) with their AOL account instead of AOL's built-in browser.
- What does it mean when I get the "invalid entry" message?
If you get an error message saying "Invalid entry" you must take the following steps to correct the problem:
- Verify that you are entering the correct code for your e|Card.
- Make sure that you haven't already entered that particular sequence of numbers into your portfolio. (e|Cards can only be digitized once)
If you have cards in your portfolio, click on the card of the player for whom you are getting the "Invalid entry" error and crosscheck the numbers that appear in the drop-down menu below the player's card. (For multiple card numbers of a single player, click on the upside|down green triangle.) If the number you are trying to enter appears on the list, the card is already stored in your portfolio and there's no need to enter that number again.
- Why am I getting the error message "bad INIT" string?
This is merely a momentary hiccup; simply hit "Refresh" (Internet Explorer) or "Reload" (Netscape) on your browser and you should experience no further problems.
- In what card lines can I find e|Cards?
e|Cards can be found in the following card lines:
- UD Baseball 2000 Series 2
- UD Football 2000
- UD Hockey 2000/2001 Series 1
- UD Baseball 2001 Series 1
- UD Basketball 2000/2001
- UD Hockey 2000/2001 Series 2
- UD Basketball 2000/2001 Series 2
- UD Golf 2001
- UD Baseball 2001 Series 2
- UD Football 2001
- UD Baseball e|volution 2001
- Sweet Spot Classics Baseball 2002 (e|Cards Decoys)
- Can I trade these digital cards?
For right now that is not possible, but Upper Deck Digital is working to add that functionality.
- I just purchased your 2002 Sweet Spot product and pulled an e|Card. What do I do?
Below are the steps on how to digitize your e|Cards.
- Go to www.upperdeck.com
- If you have not registered with Upper Deck yet, please click on "Register Now!" on the left hand portion of the screen.
- Once you are registered go back to www.upperdeck.com and log in using the username and password that you created and click on "Login."
- Once you are logged in, click on My e|Cards.
- Once you click on My e|Cards it will bring you to a page where you will see a field stating Enter Card Number.
- Enter the card number from the front of the card in this field and click on "Digitize." This will place your e|Card into your Upper Deck Digital Portfolio.
- After you digitize the card, click on the e|Volve button to see what type of discount you will be eligible for.
- My Sweet Spot e|Card evolved, how do I apply the discount to my order?
Once your Sweet Spot e|Card evolves, you can then use that 9 digit code on the card to apply your discount. On checkout you will see a spot labeled "REDEEM ECARD COUPON". Here is where you will enter the code to apply your discount.
- What can my Sweet Spot e|Cards evolve into?
Sweet Spot e|Cards evolve into discounts on Personalized Card orders or orders placed on www.upperdeckstore.com. You can save up to $15.00 on Personalized Cards or up to 50% off any order at www.upperdeckstore.com.
- Do the e|Cards in the Sweet Spot product take the place of memorabilia cards?
The e|Cards do not take the place of memorabilia cards. Sweet Spot Classics launches a one-per-pack, decoy card insert that battles the problem of pack searching. The cards, about the thickness of four regular cards, will promote www.upperdeckstore.com. You can save up to $15.00 on Personalized Cards or up to 50% off any order at www.upperdeckstore.com and also serve as discount coupons. Game-jersey cards will be inserted 1:8 packs, while autograph cards will fall into 1:24 packs. But it might be the card found in every pack that will garner the most attention.
- Why can't I download Shockwave?
Please verify that your computer meets the minimum system requirements. If you do meet the requirements and still can't download Shockwave, contact Macromedia support by going to www.macromedia.com. To experience the e|Card revolution on your computer, the basic system requirements include (for Windows): Windows 95, 98, NT 4.0 or later, Pentium 233 MHz or faster processor with 32 MB RAM. For Macintosh users, basic system requirements include: Macintosh PowerPC with system 8.1 and later, 233 MHz or faster processor with 32 MB RAM. The basic system requirements to enjoy Shockwave include Shockwave Player and Flash 4.0.
- Do you have to have Shockwave to download your cards? I don't have it, and it won't connect me.
In order to use the e|Card service, you must have the current version of Shockwave installed on your computer. You can get Shockwave directly by going to www.shockwave.com. If you still experience trouble, contact www.macromedia.com.
- Why does Shockwave keep crashing?
Please contact www.macromedia.com for support help.
- Why isn't there a way around downloading software just to find out if you won?
Users must realize that e|Cards are Internet-base inserts. There are no winners or losers, per say. The physical e|Card that you received in your pack of 2000 Upper Deck Game Jersey Edition Baseball still represents a 1:12 insert. The Internet component is designed to enhance and expand the collecting experience by bringing physical cards into the new digital world in which we now work. Even if you don't own a computer, there are ways to get in on the experience. For example, get together with a friend or family member who does own a computer, or try your local library, school or community center. There are even Internet terminals located at Internet cafes. But remember this: Even without the online component, Upper Deck's new e|Cards still represent trading cards, and you can still collect all six players and trade with your friends.
- Why does it take so long for Shockwave to download?
There are a number of factors that could affect download times and we couldn't possibly address each of them here. Download times for Shockwave vary, but you only need to do it once.
- If nine (9) digits are required, why do some of my cards have eight (8) or less? Will they digitize despite not having nine digits?
Future launches of e|Card will require nine (9)-digit combinations, but our inaugural launch with 2000 Upper Deck Series Two Baseball did not. Try re|entering your number combination and you should have no further problems.
- Can I access the e|card with Web-TV or Windows 3.1? If not, how come?
At this time, Upper Deck's e|Card revolution does not support either of these platforms. Web-TV doesn't support "Shockwave" (one of the system requirements), and Windows 3.1 doesn't support the minimum software requirements for e|Card.
- Why won't the system accept two different number combinations for the same player?
The system does archive multiple e|Cards of the same player. Simply note the drop-down menu underneath your evolved card and view each of the e|Card numbers stored in your individual portfolio. There are six different players (Ken Griffey Jr., Barry Bonds, Alex Rodriguez, Cal Ripken Jr., Jeff Bagwell and Manny Ramirez) who comprise the e|Card insert collection inside 2000 Upper Deck Game Jersey Edition Baseball and each player has multiple winning combinations.
- How many times can you log on in a day?
As many times as you wish.
- Why do you have to log in just to check your e|cards?
Each e|Card combination is unique to the individual who digitized the card. Therefore, in order to check the status of your e|Card, you must log in each time. Just like accessing your private email account, the e|Card portfolio requires your user name and password when you log in.
- If you digitize multiple cards and press "evolve," will the system check each card or just the last card entered?
The system only allows the user to check one card at a time for an "evolve." In order to check additional cards for the same player, use the pull-down menu (the green triangle below the card image) to select each card number individually and check each card for a possible evolve.
- Do you have to input your cards every week or can you keep them on file?
No. Once the e|Card is entered, it is assigned to your personal portfolio and can not be transferred. Once an e|Card has been entered there is no need to re|enter the card number.
- Do you have a parental permission disclaimer?
Yes we do. Simply click the "Privacy Policy" button to download the necessary forms.
|
|