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DR.EV SUPPORT• Account/Billing/Security
Free Trial and Referral Reward Issues
Free trial and referral rewards have reuse/eligibility limits and may be rejected by policy.
Symptoms
- Free trial activation is disabled or fails.
- Referrer mapping or referral reward claim fails.
- Expected reward period is not reflected.
Possible Causes
- Free trial already used or first purchase already exists.
- Referrer setup timing did not meet policy conditions.
- Prerequisites (such as linked vehicle) are not satisfied.
Immediate Actions
- Check purchase history and prior free-trial usage first.
- Verify referrer setup happened before reward claim.
- Confirm linked vehicle state, restart app, and retry.
If It Still Fails
- Provide account email, failure timestamp, referrer info, and exact on-screen error text.
Keywords
free trialreferral rewardset_referrer_user_idclaim_referral_rewardeligibility
Including these details will significantly reduce handling time.
- Vehicle identifier (VIN or last 6 digits)
- App version, OS version, and device model
- Issue timestamp (with time zone)
- Failed feature name, error text, and screenshots
- Exact reproduction steps