SMG FAQ’s

Posted by | February 17, 2021 | SolMax

REGISTRATION:

HOW TO REGISTER YOUR ACCOUNT?
In order to create an account and register as an Independent Marketing Partner (IMP), you must be sponsored by another member (they must refer you). You must follow a referral link which they will provide to you. They will become your upline.

WHAT HAPPENS IF I REGISTER WITH SOLMAX GROUP?
Registration is completely free and after you register, you will be assigned a FREE Account. This free account enables you to login to the back office and share the business opportunity with other people.

HOW CAN I ACTIVATE MY ACCOUNT?
When you purchase any of the packages, a business profile is automatically created and full access is given to the back office and all marketing tools.

CAN I ACTIVATE MY ACCOUNT WITHOUT BUYING A PACKAGE?
Yes you can join the SolMax Group Network without purchasing any of the packages. All you need to do is sign up for a FREE Account (as highlighted in question 2). Once you have completed this you will become a dedicated worker and you can earn Bonuses without spending any money at all. You can earn Business Volume Points (BVP) based on your personal sales and qualify for a package purchase. Take the opportunity to invite people to the SolMax Group Network and earn Direct Bonuses available on packages.

CAN YOU PROVIDE AN EXAMPLE TO SHOW ME HOW TO UPGRADE MY ACCOUNT
WITHOUT BUYING A PACKAGE?
For example, if you are a FREE member and you have two personally referred customers who each purchase a Professional Package 2 x 1000 = 1000 & Business Volume Bonus (BV) = 2000 & 10% Commission is 200. This will enable you to buy the Basic Package and get i100’s too.

 

LOGIN & SETTINGS:

I HAVE NOT RECEIVED A VERIFICATION LINK?
Please check your junk/spam filter and settings to ensure you receive emails from SolMaxGroup.com domain. You can always manually request a new verification email by going to the Login window (https://office.solmaxglobal.com/) and select ‘Send an Email Verification’ tab.
Enter your Username and press ‘Send’.

I FORGOT MY PASSWORD?
1. Go to https://office.solmaxglobal.com/
2. Choose the ‘Forgot Password’ option.
3. Enter your Username and the email address associated with it.
4. You will receive a verification link and detailed instructions on how to reset your password.
Keep in mind that the link will remain valid for 1 (one) hour only.
*If you do not receive an email, please check the junk/spam folders of your mailbox. Another quite common reason is that you may have misspelled your email address.

HOW CAN I RESET OR REGENERATE MY TRANSACTION PASSWORD?
Log in to your account and select My Profile > ‘Security’ and click on ‘Reset Transaction Password’. A verification link will be sent to your email address so make sure you acknowledge the link within 1 (one) hour. *Please check your junk/spam folders and email settings, in order to make sure you receive emails from domain SolMaxGroup.com.

I HAVE TRIED TO CHANGE MY LOGIN/TRANSACTION PASSWORD BUT
IT DID NOT WORK?
Please make sure that your password consists of the following: 8 (eight) characters, including at least 1 (one) capital letter, 1 (one) number and 1 (one) lower case letter. If you experience problems changing your password, try the following: delete the browsing
history and all temporary files, including cache and cookies from the internet browser you currently use.
If you are not sure how to do so, you can check out one of the many videos on YouTube. In addition, please make sure you use the latest version of Google Chrome or Firefox internet browsers.

WHY WAS MY ACCOUNT BLOCKED AFTER 3 CONSECUTIVE LOGIN ATTEMPTS?
If you have made 3 (three) unsuccessful attempts to log in to your SolMax Group account, using an incorrect password, your account will remain blocked for 1 (one) hour. If you try to log in to your account within the account block period of 1 (one) hour of your last login attempt, your block period will be extended by 1 (one) hour more. We recommend you to reset your login password after the 1 (one) hour account block period is over.

 

HOW CAN I CHANGE MY REGISTERED EMAIL ACCOUNT?
In order to change your registered email address, please follow the steps below:
1. Go to your ‘My Profile > Profile’.
2. Choose the ‘Edit’ button in the main information section.
3. Enter your Transaction Password > ‘Submit’.
4. Fill in your new email address in the ‘Current Email Address’ field and press ‘Submit’.
5. An email will be sent to the currently registered email address.
The email will contain a verification link which will remain valid for 1 (one) hour only. Only if you follow the verification link and confirm the email change request will the operation be completed. Once you do so, you will be redirected to the back office of your account, where you will see a confirmation for the email change. If you experience problems changing your email, please try the following: First, clear the cache and cookies from your browser. If you are not sure how, you can check out one of the many videos on YouTube. Also make sure you use an updated version of Google Chrome or Firefox internet browsers.

CAN I CHANGE MY USERNAME?
It is not possible to change the username you chose upon registration.

 

BONUS AND OPPORTUNITIES:

WHAT ARE THE BONUS OPPORTUNITIES?
Please check your junk/spam filter and settings to ensure you receive emails from SolMaxGroup.com domain. You can always manually request a new verification email by going to the Login window (https://office.solmaxglobal.com/) and select ‘Send an Email Verification’ tab.
Enter your Username and press ‘Send’.

HOW DO I QUALIFY FOR BONUSES?
Detailed information on how to qualify for each type of bonus can be found in the information centre in the back office.

WHEN ARE BONUSES GENERATED?
Bonuses are generated every Monday at 01:00 GMT, Bonus round cut off time is Sunday, 24:00:00 GMT. Bonuses are allocated to member cash, trading accounts. They are distributed as follows: 75% in your cash account and 25% in your trading account.

I THINK MY BONUSES ARE INCORRECTLY CALCULATED?
You can check by clicking the ‘Total Bonus’ tab to see all calculations. However, you can raise a support ticket if you find anything is missing.

i100 TOKEN:

CAN I TRADE MY i100 TOKENS?
You can trade your i100 Tokens, depending on the option you have chosen. However, you can only sell i100 Tokens in your open account.

EDUCATIONAL PACKAGES AND PAYMENTS:

WHERE CAN I SEE ALL PACKAGES?
You can see all provided packages in the ‘Shop’ section of your account.

WHAT IS AN UPGRADE OF PACKAGE?
If you decide to activate more than one package on your account, this is called an upgrade, as each activated package needs to be with a higher value than the previously activated package. If you would like to upgrade your account, you have to pay the whole amount of your new
package without the registration fee. We have two options: You can buy new packages or you can buy multiple packages to upgrade.
As each package has credits, for example Executive has 100 (one hundred) credits and Smart has 5 (five) credits. If someone buys Smart 20 (twenty) times he will have an Executive package.

WHAT PAYMENT METHODS CAN I USE TO PURCHASE A PACKAGE?
Packages can be purchased with one of the following payment methods:
1- Credit/Debit Card (amount varies) 2- Bank Transfer
3- Bitcoin & Ethereum 4- Cash Account Balance.

I HAVE PURCHASED/RECEIVED A GIFT CODE FROM THE SHOP BUT IT’S
NOT WORKING?
THE MOST COMMON REASONS ARE:
1. Misspelled gift code; make sure you do not leave any spaces in front of or at the end when you enter it.
2. Already used gift code; If you encounter any fraud then please raise a support ticket within 24 (twenty-four) hours. Timely information is crucial – don’t delay.

I HAVE PURCHASED A GIFT CODE FROM THE SHOP IN MY BACK OFFICE BUT MY
PACKAGE IS NOT ACTIVATED?
In order to activate your package you have to redeem the gift code you have bought. Log in to your account and choose ‘Shop’. Select your package and select ‘Gift Code’ as a payment option.

 

HOW CAN I CHANGE MY REGISTERED EMAIL ACCOUNT?
In order to change your registered email address, please follow the steps below:
1. Go to your ‘My Profile > Profile’.
2. Choose the ‘Edit’ button in the main information section.
3. Enter your Transaction Password > ‘Submit’.
4. Fill in your new email address in the ‘Current Email Address’ field and press ‘Submit’.
5. An email will be sent to the currently registered email address.
The email will contain a verification link which will remain valid for 1 (one) hour only. Only if you follow the verification link and confirm the email change request will the operation be completed. Once you do so, you will be redirected to the back office of your account, where
you will see a confirmation for the email change. If you experience problems changing your email, please try the following: First, clear the cache and cookies from your browser. If you are not sure how, you can check out one of the many videos on YouTube. Also make sure you use
an updated version of Google Chrome or Firefox internet browsers.

 

SPONSORSHIP:

CAN I CHANGE MY SPONSOR?
A sponsorship change can be performed in these cases:
1- The account is still FREE or within the week of activation of the first package on the account.
2- Or you provide a written statement from the current sponsor authorising the change. Details are listed below.

NEW SPONSOR CHANGE PROCEDURE
If you want to change your sponsor you have to raise a support ticket. Once we receive the support ticket we will initiate a transfer procedure. Transfer procedure involves approval from your sponsor and 3 (three) additional sponsors in your upline and all members between your
sponsor and yourself. If anyone objects to this, the transfer will not take place. If approved by everyone, we will send you a sign-up form to join the new sponsor. Please note only Wallets, Open and Saving account balances will be shifted to new account.

CAN I MOVE A DOWNLINE STRUCTURE (TREE)
No, tree movements are not allowed. Members can only request a sponsor change.

CAN I BE A SPONSOR OF MORE THAN ONE ACCOUNT?
The SolMax Group system provides you with the opportunity to sponsor as many accounts as you would like and earn Business Volume Points (BVP) from all sponsored downlines. However, you can only work in one team and you cannot sponsor members in crosslines.

 

WHERE CAN I FIND MY SPONSOR LINK?
Log in to your account and select ‘My Profile’ > ‘Profile’. On the right side of the page you will see your ‘Generate Invitation Link’. Use this link when you would like to directly sponsor a new member. You can choose between automatic, left or right.

CAN I CHANGE OR DELETE THE POSITION OF MEMBERS IN MY NETWORK TREE?
Deleting and moving members within the network tree is not allowed.

WHERE CAN I SEE ALL MY DIRECTLY SPONSORED MEMBERS?
Log in to your account and select ‘My Network’ > ‘Team View’. You will be able to find all your team members and filter them by levels, packages, position and location.

 

ACCOUNT VERIFICATION AND COMPLIANCE:

IS MY ACCOUNT SECURE?
In terms of security, SolMax Group is extremely secure. The reasons for this are as follows:
1. We have a centralised database with our client’s e-wallets and accounts. We back up this database several times per hour. All transactions can be tracked and even a crash will not affect this process as we back up so regularly.
2. When someone makes a withdrawal before the amount is transferred outside of the system there are compliance and security checks that are made.
3. We use the https certificate as MANDATORY. All communication between your device and server is secure and encrypted.

I THINK MY ACCOUNT HAS BEEN HACKED?
In the case that you have no access to your registered email, simply use the ‘Forgot Password’ function in the Login window to reset your password.
Input your Username and Email, and click on the ‘Forgot Password’ button. An email with your new password will be sent to you. For further investigation or to gain access to your account (if you have not got access to your email) we advise you to contact the Compliance
Department (support@solmaxgroup.com) within 24 (twenty-four) hours. Timely information is crucial.

HOW DO I KEEP MY ACCOUNT SECURED?
The safety of your account is our priority and therefore every 8th week you will have to change your login and transactions passwords. Remember to always choose a password, different from the one you have already had and do not use passwords that have resemblance to your account’s username.

 

KYC INFORMATION:

WHAT ARE KYC (KNOW YOUR CUSTOMER) DOCUMENTS?
KYC documents are documents that prove your ID such as a Passport.

WHY DO I NEED TO UPLOAD MY KYC DOCUMENTS?
The KYC documents of each user needs to be uploaded and verified for compliance reasons. In order to assure the security within the network, you need to upload the necessary documents after registering in the system. Once the documents have been approved,
your account verification is guaranteed, and you will be able to withdraw funds from your cash account.

I HAVE SUBMITTED MY KYC DOCUMENTS, BUT MY ACCOUNT IS STILL NOT
VERIFIED. WHY?
Due to the quantity of document applications submitted and the close monitoring process, the KYC review may take up to 3 (three) business days.

WHAT DO YOU NEED TO DO AFTER APPLYING FOR KYC?
Once you have applied for KYC, you will receive a link to provide your identity documents.

WHAT HAPPENS IF MY KYC IS REJECTED AND WHY WOULD YOU REJECT IT?
Usually the KYC is rejected because the documents submitted are of poor quality or questionable, or the selfie image you have taken is not clear or another person is in the background of the image. In this case the KYC is rejected. If this occurs please raise a
support ticket and we will try and assist you. Do not apply again until you have a response to your support ticket.

DO I NEED TO PAY THE KYC FEE AGAIN IF IT IS REJECTED THE FIRST TIME?
Yes, you do need to pay the KYC fee again. It’s the responsibility of the members to submit a clear and valid copy of the document.

 

GENERAL ACCOUNT INFORMATION:

HOW DO I LEARN ABOUT ALL OF THE DIFFERENT FEATURES AT SOLMAX GROUP?
We have many different ways to learn about all of the different SolMax Group features including i100s, packages, bonuses, how to build your network and hints and tips. You can join one of our training calls such as our Super Saturday Meetings – the link to this can be found on our IMP newsletter and on the Telegram Channel. We have a useful YouTube channel with many informative videos to build on your knowledge. Also, you can contact your upline who will be able to help you with any queries you may have.

CAN A FREE ACCOUNT BE FROZEN?
FREE accounts must be activated within 60 (sixty) days of creation otherwise they will be frozen.

HOW MUCH TIME DOES IT TAKE TO PROCESS THE LEADERSHIP REWARD?
It takes up to 2 (two) to 4 (four) weeks to process. In case of any additional delays, the company will inform you.

CAN I CHANGE MY PROMOTIONAL IGNITER ACADEMY PACKAGE?
Once you have received promotional i100, and you have acquired your online educational package it is unable to be changed.

CAN I CHANGE MY NAME?
Please be informed that we cannot change your name due to security and compliance reasons.

HOW CAN I GET AN i100 CERTIFICATE?
After logging into your account, go to ‘My Portfolio’ and press ‘ETs Certificate’ and follow the on screen steps. Please note that you need a minimum of 50 (fifty) x i100 to receive a certificate. An important note is that your i100s are used to purchase this certificate and they
will not be accessible until the i100’s go public sometime in 2021. We recommend that you only do this if you are absolutely sure this is what you want to do.

CAN I REVERSE THE i100 CERTIFICATES?
No you cannot reverse the i100 certificate. We recommend that you consider carefully whether you need your i100’s as a certificate. This process will lock them in the system and prevent you using them in other ways.

WHEN DOES THE SOLMAX GROUP PROCESS WITHDRAWALS?
We process withdrawals every Tuesday.

HOW CAN I GET THE INVOICE FOR MY PURCHASE?
Please login to your account, go to the Transaction area, under ‘Order’ you will find your invoices, please follow the on-screen steps.

HOW CAN I GET MORE INFORMATION ABOUT YOUR SERVICES?
For more details about our business you can subscribe to our Telegram channel or see our videos on YouTube. We also have a Business Page on Facebook and many training and opportunity calls including Super Saturday Meetings. Links to join these calls can be found on your Independent Marketing Partner newsletter and the Telegram channel.

WHY DO YOU NEED MY BANKING DETAILS?
We require your banking details to process any withdrawals, it is mandatory company policy and everyone is expected to complete these details.

CAN I CHANGE MY EMAIL ADDRESS?
Yes, simply log into your account and click on your profile, then click on ‘Edit’ and change your email address from there.

CAN I CHANGE MY PROMOTIONAL i100 PACKAGE TO DAILY ROI?
No, this option is currently not available. You can however change from 1% Daily to 200% Savings. Please raise a support ticket if you require this change.

CAN I WITHDRAW MY START-UP BONUS?
No, it is not possible to withdraw the Start-up Bonus.

WHERE CAN I FIND MY GIFT CODE?
Log into your account and go to ‘Shop’ > ‘Gift Code’ and you will see it there.

HOW LONG IS THE WITHDRAWAL PROCESS?
It usually takes up to 48 (forty-eight) hours to process a withdrawal and then 3 (three) – 5 (five) working days to appear in your bank account. Please keep an eye out for an email from Transferwise as sometimes more information is needed to complete your transaction.

HOW TO CLAIM A REFUND FOR TIMED OUT CRYPTO PAYMENTS.
Please click on the link below and follow the instructions.
https://www.coinpayments.net/supwiz-buyer

 

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