PLEASE HELP - cannot contact Murena - ORDER LOST ALTHOUGH PAID

Community Forum
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Please help with purchase!

Dear all, I need urgent help. I have placed an order for a Murena Fairphone on Saturday 13 December. I paid by Paypal and the paywent went thought but the website had a bug (“Bad Gateway”) and appartenly it did not get through. The money has been paid, but their is no confirmation by Murena. I tried to contact them via the contact form but there is no answer and it says above the contact for that you can only contact them via the contact form if you are a customer. Apparently I am not “a customer” as I have no confirmation of payment. There is no email adress (I have tried hello@murena.com and info@murena.com but they bounce back. This is supposed to be a Christmas present for our daughter and the money is gone. Can someone please help? Thanks in advance!

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Here in the forum, all you have to do is tag Murena’s representative: @Manoj.

Note that he likely lives in a different part of the world from you, so take time zones into account while waiting for a reply.

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If you did not fill out the contact form I would suggest you to do. The moment you paid, you became a customer I would say:

Just not to keep your hopes high, the helpdesk takes 5-10 (business) days to reply.

Pinging Manoj is correct but that only helps with a ticketnumber which you only get when you use the contact form

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If the money has been paid, the transaction should show in your Paypal account: How to View and Download Statements and Reports | PayPal US That information could help Murena to trace it.

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Hi, no worries, I’m Rik from the Murena team and we will help you fix this. Just contact our Helpdesk via the contact form on www.murena.com/support

Waiting time at the Helpdesk is currently between 0 and 2 days, depending on the day, so we should be able to help you quickly. No worries we only want your money if we can also send you a great phone :wink:!

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Hello, this is Haydee from the Murena Support Team. If you have already opened a support ticket, please share the ticket ID. If not, please provide your order number, and I will be happy to assist you :slight_smile:

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Hi @Tini as suggested in this thread you need to create a query using the Contact Us form if not already done.

In that share the details of your order ID and any other relevant details. That is the fastest way to get a resolution for this problem.

If you have already created the ticket, please share the ticket # and the team can help you further.

The email IDs you shared are not active now and the way to contact the helpdesk, for purchase related information and resolve purchase related issues is through the contact form

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I think PayPal is your solution.

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Hi @Tini At the moment, I do not see a support ticket associated with your case.

If you have already contacted our support team and received assistance, please let me know. We can follow up using either your order number or the ticket ID related to your request :slight_smile:

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Hi @Tini were you able to contact the helpdesk using the Contact Us . As you mention you created a request but did not get any response. The helpdesk team would require a ticket number to understand this further. Sending you a DM for more details.