Which product types may be returned?

Returns are only possible for print products.

What are the conditions for a return?

Please see section 5.2 of our Terms & Conditions

How can I return a print product?

If your return request is in accordance with IBFD’s Terms & Conditions, submit this Return Form. Once submitted you will receive a copy via email. Please print this email and enclose it in the package in which you return the product.

What are the shipping fees and delivery times for print books?

Region	Estimated Shipping Time	Quantity	Euro	USD
Europe*	3-5 working days	1-2 books	€10.00	$10.00
Europe*	3-5 working days	3-5 books	€25.00	$25.00
Europe*	3-5 working days	6-10 books	€50.00	$50.00
Europe*	3-5 working days	11-20 books	€100.00	$100.00
Europe*	3-5 working days	More than 20 books	€250.00	$250.00
Rest of the World	3-5 working days	1-2 books	€25.00	$25.00
Rest of the World	3-5 working days	3-5 books	€35.00	$35.00
Rest of the World	3-5 working days	6-10 books	€65.00	$65.00
Rest of the World	3-5 working days	11-20 books	€100.00	$100.00
Rest of the World	3-5 working days	More than 20 books	€250.00	$250.00

*Europe country list: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom (every other country is considered “Rest of the world”).

 

Is my order traceable?

All print books are sent with traceable shipping, and an email with your tracking code is sent to the shipping contact email address you indicated in your order once the book(s) leave our warehouse.

Are there import or custom duty fees?

Additional fees such as import or custom duty fees are calculated by the customs officers of the country to which the order is delivered and may vary per country. IBFD is not liable for these costs and cannot include these costs on your order confirmation or Invoice.

How can I purchase through the webshop?

Visit our Shop, adding the item/s in your cart and proceed to the Shopping cart. You may chose to check out as a Guest or by signing in. If choosing Sign in, you will either sign in with your existing IBFD credentials or be prompted to register an Account with us. Your Account details are stored making for quick and easy future purchases.

How can I use a Discount code in the webshop?

A valid discount code can be entered and activated on the Review step in the webshop. This step is before any final payment has been made and once activated, the discount amount will be calculated and indicated in the Summary immediately.

Do you give students discount and on which products?

Students with a valid student card can receive 50% discount on all book formats (with the exception of third-party books – then only 20% discount is applicable).

How can I receive a student discount?

Please email a copy of your valid student card/acceptance letter to Customer Support and we will provide you with a student campaign code to use during purchasing.

What is a combination discount?

When you purchase the same title in more than one format at the same time, the webshop will automatically grant you a 20% combination discount. This is reflected on the Review step in the webshop, before final payment is made.

Am I entitled to extra discount due to the collections I subscribe to?

Please contact Customer Support for more information.

Can I apply more than one discount to my purchase?

All discounts are non-cumulative, and the highest discount applies. All discounts are calculated and shown in detail on the Review step in the webshop.

How do I know if my order and payment was successful?

If your order was successful, you should receive an order confirmation email (please also check your spam/junkmail). In this confirmation it is also indicated whether the payment was successful. If you do not receive it within 30 minutes, do not reorder but please contact us first.

What are the payment conditions in the webshop?

All purchases via the webshop have to be paid during the purchasing process.

What payment methods are available in the webshop?

You can pay using Paypal or a credit card (American Express, VISA and Mastercard accepted).

Payment failed in the webshop?

Below are some payment troubleshooting suggestions:

1. Is your credit card authorized for international transactions.
2. Does your credit card have a spending limit.
3. International credit cards make use of a two-factor authentication process for international transactions. The two-factor processes both need to be completed before payment is authorized.
4. Often another screen opens in your browser during the payment process, please ensure that pop-ups are enable in your browser otherwise this screen will be blocked from opening.

How will I receive my Invoice?

All Invoices are sent by email to the client’s e-invoicing email address.

What is a handling fee?

A mandatory handling fee is applicable for clients who require legal documents attached to their IBFD Invoice and/or clients who require IBFD invoices to be submitted via an invoicing portal.

What is an eBook?

An eBook is a digital version of a traditional print book. eBooks can be downloaded and read on a variety of electronic devices, including personal computers and mobile devices, such as eBook readers and tablets. IBFD’s eBooks are available in the following formats: PDF (Portable Document Format) and/or ePub (electronic publication).

What is the difference between an Online Book and an eBook?

Both an Online Book and an eBook (ePub and PDF formats) are digital versions of the traditional print book. Whereas an Online Book requires Internet access, a username and a password, an eBook allows you to have immediate access anywhere, anytime, once it has been downloaded onto your display device.

What is the difference between the PDF and ePub format?

PDF format has a fixed layout that is identical to the original print book. It is not possible to adjust the font size, but you can zoom in on a page or graphic. PDF files can be viewed on a wide range of devices. ePub is a reflowable format that works well with most types of software. ePub files allow the user to adjust the size and type of font in order to optimize the text for the particular display device used (e.g. tablet, eBook reader or smartphone).

Are there any restrictions for using IBFD’s eBooks?

IBFD’s eBooks are for your own personal use. Due to copyright restrictions, you cannot share, lend or otherwise distribute your eBook to anyone else. All IBFD eBooks are protected by Social Digital Rights Management (Social DRM), which allows IBFD to protect its digital content without inhibiting user satisfaction. Each eBook file is therefore personalized and contains watermarks that link the file to the person who purchased and downloaded the eBook.

You must download your eBook within 28 days of the date of purchase. You may download your eBook a maximum of five times. You may download your eBook from the same download link to one or more devices (a maximum of five times in total). You cannot alter or modify the content of the eBook or combine (parts of) your eBook into any other document. You cannot move, copy, reproduce, network or otherwise transfer any eBook file to any computer or other device of any other person.

How will I receive my eBook?

Once you have placed your order and your payment has been authorized, you will receive an e-mail confirming your order, as well as an email with a download link for your eBook download.

How do I download my eBook?

IBFD’s eBooks can be read on a variety of display devices (i.e. computer, eBook reader, tablet or smartphone). The method of downloading will depend on the device you are using. We highly recommend that you always first download your eBook to your personal computer and then upload it to your device.

1. After downloading a PDF or ePub eBook, the file will be in the save location that you chose. A common download destination is the “Downloads” folder, which is a subfolder of your “Documents” folder. If you cannot find it there, just download the eBook again and take note of the save location.
2. To download: Click on the unique link in your download email. Depending on your browser, the file will be downloaded to a folder on your computer, or you will be prompted to save or open the file, in which case you can save the file in a folder of your choice. Open your eBook reader software application (Adobe Digital Editions® is recommended for ePubs and Adobe Acrobat Reader® for PDFs) and open the file from the location where it is saved.
3. To read your eBook on your computer, open the application, navigate to your eBook file and open it. You can also right-click on the eBook file in Windows Explorer, choose “Open with” and then select the desired program to open the eBook file.
4. If you saved the eBook to your personal computer and then want to upload it to your Apple® iPad®, you will need to connect the iPad to your computer, open iTunes on your computer, copy the eBook file and paste it into the Books folder of your iPad in iTunes. The eBook will then be accessible in iBooks on your iPad.

Please refer to the manufacturer’s website and/or the software developer’s website for further information. If you would like to try out downloading and reading an IBFD eBook in ePub format, download a sample file. You can open the eBook in Adobe Digital Editions®.

What eBook reader and software should I use?

IBFD has successfully tested its eBooks on personal computers and tablets (ePub and PDF format) and eReaders (ePub format).

Recommended programs for eBooks in ePub format are:

• Adobe Digital Editions
• Google Play Books
• iBooks.

Recommended programs for eBooks in PDF format are:

• Adobe Acrobat Reader
• Adobe Digital Editions
• iBooks
• Google Chrome
• Firefox

There is a wide variety of eBook readers and software available on the market, which, together with the ever-changing technology, makes it impossible for us to test our eBooks on all devices and software. IBFD’s eBooks in ePub format should work on a wide variety of display devices. The display will, however, vary depending on the display device and software used.

We strongly encourage you to try our free download sample to see how an eBook in ePub format would work for you. Please note that if viewing this on a computer, you need to have Adobe Digital Editions® installed.Please refer to the manufacturer’s website and/or the software developer’s website for full details on how to install, read and synchronize ePub eBooks for each device.

I cannot download Adobe Acrobat Reader/Adobe Digital Editions to my computer. What should I do?

In some cases, your firewall or virus software may not allow you to download Adobe Acrobat Reader/Adobe Digital Editions®. As the download uses “pop-up” technology, you need to ensure that pop-ups are not blocked and that you are not using any type of Internet “accelerator”. If you are working in a company, please speak to your helpdesk or IT support for further information on customizing your firewall settings.

How long does it take to download an eBook?

The download time depends on the size of the eBook, the speed of your Internet connection and the electronic device. In general, downloading an eBook should take no longer than 3-5 minutes.

How do I upload my ePub file from my computer to an Apple® iPad® using iBooks®?

Before uploading your ePub to your device, be sure you have iBooks installed on your device. You can download the iBooks application free of charge from the Apple iTunes Store.

After you have downloaded your ePub to your computer, connect your Apple device to your computer. iTunes should open automatically. If this is not the case, you will need to launch iTunes, which can be downloaded here.

To add your ePub to your device: copy the ePub saved to your computer and paste it into the iTunes Books folder on your device. The ePub will now be accessible in iBooks.

How do I upload my ePub file from my computer to a Samsung tablet?

After you have downloaded your ePub to your computer, connect the Samsung tablet to your computer. A pop-up window should open automatically on your computer, giving you several options. Choose “Open device to view files”. (If this is not the case, choose “Computer” in Windows Explorer, and you will find the tablet (GT) as one of the drives.) Application Play Books On your computer, open the folder “Tablet”, then “Documents” and copy the ePub from your personal computer to the “Documents” folder.

On your tablet, open “My Files”, then “Documents”. Tap on the title of your ePub and select the application “Play Books” to open the ePub.Please refer to the manufacturer’s website and/or the software developer’s website for further information.

How do I download the ePub file to other devices?

Please refer to the manufacturer’s website for full information about how to install, read and synchronize ePub eBooks for your particular display device.

What happens if I lose my download link email?

Provided that you contact Customer Support within 28 days of purchasing the eBook, and your maximum of five downloads has not been reached, we will provide you with a new download link. However, to avoid this inconvenience, we highly recommend that you download your eBook immediately upon purchase and make a backup copy.

How long do I have to subscribe to a book subscription?

You are obliged to purchase at least one future edition after your initial order.

Do I need to reorder every year?

No, when the latest edition is published, it will automatically be shipped to you and the new invoice emailed for payment.

How can I cancel my book subscription?

After you have received and paid for two consecutive editions, you can email Customer Support to stop your subscription. If you are too late and have already received the next edition by post, you will need to return this to us before we can cancel the subscription. See Returns & refunds in this FAQ.

What is an online book?

An online book is a digital version of the printed book. Hosted online on our Tax Research Platform, you log in with a username and password to access this online book via the Internet.

What access restrictions are there for an online subscription?

A subscription provides access for one year with no automatic renewal, for up to five users at a single location (access for additional users can be obtained at a surcharge). For clients subscribing to more than one online book, an automatic renewal may be applicable. Please contact Customer Support for more information.

What is Pay-per-view?

Pay per view is the way to purchase individually IBFD’s world-renowned journal article collection.

Where can I find a journal article to purchase?

In our Shop, under the heading Journal Articles.

How will I receive my article?

Once you have placed your order and your payment has been authorized, you will receive an e-mail confirming your order, as well as an email with a PDF attachment or as a link where the product can be downloaded (one unique link for each product ordered).

Are there any restrictions for Pay-per-view articles?

Journal Articles should be downloaded within 48 hours of receipt of the email. It is forbidden to share these PDF articles. If you wish to buy an article for several users, you can update the quantity for each article in your cart during purchasing.

What is the language of instruction?

IBFD webinars are given in English.

Is it possible to ask questions during the webinars?

For those choosing to follow live webinars, it is possible to interact with the presenters via a chat message function. Additionally, participants are invited to answer poll questions.

Can I obtain CPE (continuing professional education) credits?

Many accrediting organizations will grant CPE credit(s) for IBFD webinars. It is advisable, however, that you check with your accrediting body as to whether this applies only to live webinars or to on-demand webinars as well.

Can I download the webinar presentation?

Yes, the webinar presentation can be downloaded via the webinar viewing platform.

When and for how long will I receive access to the webinar?

On-demand webinars grant access for 12 months from the date of purchase. Live webinars grant access for 12 months from the time and date of broadcast.

Can I cancel my participation in a webinar and have my purchase refunded?

Webinar purchases cannot be refunded.

What software/hardware do I need?

A working internet connection (recommended speed 256 kbps or higher) and a browser (latest versions recommended) are sufficient. Whether that browser is on a tablet, PC or phone - the platform works on any device.

Problems viewing the webinar?

If you are having trouble viewing the webinar, please try one of the solutions mentioned below. If you cannot find your specific problem there, please contact Customer Support at +31-20-554-0176 (GMT+2).

My audio and video are not working properly

• Your Internet speed is probably the reason for the malfunctioning of your audio and video. Go to the test page to check your Internet speed. If it indicates that your Internet speed is too low, you should switch to another Internet connection. Refreshing your browser with F5 might also solve this problem.

My video stream is shutting down

• You can refresh your video stream with F5. In most cases, this will solve the problem.

There is an echo in my audio stream

• The webinar is probably playing simultaneously in two or more browsers. Please close all expandable browsers and continue watching in just one browser.

I am logged in via a corporate network and am having trouble watching the webinar

• If you are watching from a corporate network or via a VPN connection, you might experience some problems. Please close this connection, if possible, and open a permissible browser to watch the webinar.

Part of my video stream shuts down/is not visible

• Your screen is probably zoomed in. Click Ctrl+0 to zoom out again.

What study material do I get when following an online course?

Each course consists of a minimum of 8 hours of core study (including interactive multimedia lessons, quizzes, case studies and assignments), as well as additional (optional) further reading. Access to course material is provided to each registrant for 12 months (from the date access is given). Course contents are divided into lessons covering topics in a logical and systematic way. Key topics are complemented by video interviews and discussions with international experts. For ease of reference, an electronic binder of course material is available for download.

Are the courses kept up to date?

To ensure accuracy of content, the Online Tax Courses are updated when necessary and submitted for review by a qualified online course assessor for technical accuracy.

Is it possible to ask questions during the course?

The online courses are interactive by nature, with quizzes and self-study assignments. You will receive immediate feedback on each question. If, however, on completion of the course, you are still unclear about a certain point covered in the course, you may send your question via email. A tax specialist from IBFD will address the question and you will receive a response.

Can I obtain CPE (Continuing Professional Education) credits?

Course participants will receive a certificate of completion that includes the recommended CPE/CPD points/credits and the topics covered during the course. Participants should submit this certificate and any other information required to their relevant professional bodies to obtain CPE/CPD credits.

Is a certificate provided?

Yes, a personalized certificate of completion can be printed by participants on completion of the course and the final test. The certificate indicates the hours spent on study and additional reading included in the course and can be submitted to professional bodies for CPE/CPD points/credits where applicable. Your certificate can be printed from the LMS platform directly at any time during the 1 year access

How long do users have access to the courses?

Access to a course is valid for 12 months from the month of ordering. No extension beyond the 12 months is possible.

Once I register for a course, do I get immediate access?

Once you register for a course, you will receive your login details within a few working days.

Can I cancel an online course and be refunded?

Once you have been given access to an online course, a refund will no longer be possible.

What software/hardware do I need?

In order to access the online courses, we recommend an internet connection speed of 256 Kbps or higher. For optimal viewing, we recommend the latest versions of the following browsers:

• Windows : Google Chrome, Microsoft Edge, Firefox, Internet Explorer 11 (please note that after 30 June 2022, the online courses will no longer be viewable on this browser).
• Mac : Safari, Google Chrome, Firefox
• Mobile: Safari in Apple iOS/iPadOS, Google Chrome in Apple iOS/iPadOS, Google Chrome in Android OS 6 or later.
• You will also need a sound card and speakers in order to render the audio in the presentations.

   

When does the programme start?

There are two starting dates per year: 1 April and 1 October. The programme will run for 6 months from both dates. The starting dates of the programme are fixed and cannot be deferred. Registration is open until 1 week prior to the start of the programme.

When will I receive sign in details to access the programme?

Once payment is received, you will receive sign in details by email the day before the programme starts.

When do I have to make the payment?

Payment must be made in full at the time of registration, before any material is accessed. You can only pay by credit card or Paypal in the webshop. There is no option for instalments.

Does IBFD offer any scholarships or financial aid?

IBFD does not offer any scholarships or financing programs to participants.

Are any one-off discounts offered on the APCIT programme?

No one-off discounts are offered. Only subscription-based discounts may apply for existing clients.

What kinds of study materials will I be able to access?

Participants will receive access to all webinars and online courses that are part of the curriculum, and also to any additional reading materials and case study assignments.

Will I be able to track my study progress?

While studying the online courses in the programme, you will be able to track your progress and see how far you are with your studying for each course.

To what extent am I free to decide how I work during the programme, or do I have to follow a fixed schedule of times and dates?

You are free to choose how you wish to follow the programme; however, all case study assignment and final assessment dates are fixed. It is important to take note of this before committing to the programme.

During the programme, will I be able to communicate with IBFD tax experts and APCIT participants?

You will be able to interact with the IBFD international tax experts about the assignments during the related feedback webinar sessions. In addition, you will have access to the APCIT Discussion Forum, on which you can interact with your fellow APCIT students.

How can I qualify for the IBFD certificate at the end of the programme?

To be awarded the IBFD APCIT certificate, you need to follow 80% of the programme, which means:

• completing at least 80% of each of the online courses
• following/watching at least 80% of the total number of recorded and live webinars included in the programme (assignment feedback webinars are not included in the total number)
• submitting all case study-based assignments, respecting their specified deadlines
• successfully passing the final assessment (or the re-sit), with a passing grade of at least 60%.

Please note that the case study assignments related to phases I and II, as well as the final assessment, can cover the whole of the course material.

If you fail to qualify for the certificate, you will need to repurchase the programme and successfully complete it again.

Do I have to do all three phases of the programme within the 6-month period?

Yes, the different phases cannot be separated and must be taken consecutively.

What is the final assessment?

A final assessment is incorporated at the end of the programme to ensure that only participants who meet the requisite standards are awarded the certificate. This assessment will take the form of an online test.

When can I take the final assessment?

At the end of the phase III, a week will be selected during which you can choose a specific date and time at which you would like to take the final assessment. The dates for each component of the programme are fixed. Moving the date of the assessment will not be possible.

Can I retake the final assessment if I fail?

Yes, you can retake the final assessment once for free. If you fail both the final assessment and the re-sit, you will need to register again for the programme and successfully complete it to obtain the certificate.

Can I choose to do the programme without the final assessment?

Participants are free to do the programme without the final assessment. However, in that case, participants will not be awarded the certificate.

Will I get a refund if I withdraw from the programme without completing it?

The fees are due at the time of registration, and no refund will be given if participants choose to withdraw from the programme once it has already started. Participants are encouraged to commit to the 6-month time frame to complete the programme.

Can I transfer the registration to another person?

As the certificate provides a personal qualification, once the programme has started and access granted to the original registrant, registration cannot then be transferred to another person.

Can I postpone my registration to a later certificate programme session?

Once the programme has started and access given, registration cannot be postponed or pushed forward to another programme session.

Can I cancel the programme after payment?

Registration can be cancelled in writing. The following fees will apply:

• At least 7 days prior to the starting date, an administration fee of EUR 250 or USD 250 (excluding VAT) will be charged;
• Less than 7 days prior to the starting date, the full fee will be charged.

Once the programme has begun, IBFD will not offer any refunds.

What software/hardware do I need to follow the webinars and online courses included in the programme?

For webinars, please consult FAQ – Webinars. For online courses, please consult FAQ – Online Courses. In order to access the online courses and/or webinars, we strongly recommend using Google Chrome as the preferred browser.

Can I obtain CPE (Continuing Professional Education) credits?

Subsets of the IBFD Advanced Professional Certificate in International Taxation programme are eligible for CPE points with many professional accrediting bodies.

• For Online courses, participants can download a certificate of completion.
• For webinars, participants will automatically be sent a certificate of completion by email, indicating the recommended CPE credits.

Participants should submit these certificates and any other information required to their relevant professional bodies in order to obtain CPE credits.

When does the programme start?

The programme starts on 1 February and runs for 6 months. The starting date of the programme is fixed and cannot be deferred. Registration is open until 1 week prior to the start of the programme.

When will I receive sign in details to access the programme?

Once payment is received, you will receive sign in details by email the day before the programme starts.

When do I have to make the payment?

Payment must be made in full at the time of registration, before any material is accessed. You can only pay by credit card or PayPal in the webshop. There is no option for instalments.

Does IBFD offer any scholarships or financial aid?

IBFD does not offer any scholarships or financing programs to participants.

What kinds of study materials will I be able to access?

Participants will receive access to all online courses that are part of the curriculum, and to reading materials and case study assignments.

Will I be able to track my study progress?

While studying the online courses in the programme, you will be able to track your progress and see how far you are with your studying for each course.

During the programme, will I be able to communicate with IBFD tax experts and Transfer Pricing participants?

You will have access to the Discussion Forum, on which you can interact with your fellow participants.

Do I have to do all modules of the programme within the 6-month period?

Yes, the different modules cannot be separated and must be taken consecutively.

What is the final assessment?

A final assessment is incorporated at the end of each module to ensure that only participants who meet the requisite standards are awarded the certificate. This assessment will take the form of an online test.

Can I choose to do the programme without the final assessment?

Participants are free to do the programme without the final assessment. However, in that case, participants will not be awarded the certificate.

Will I get a refund if I withdraw from the programme without completing it?

The fees are due at the time of registration, and no refund will be given if participants choose to withdraw from the programme once it has already started. Participants are encouraged to commit to the 6-month time frame to complete the programme.

Can I transfer the registration to another person?

As the certificate provides a personal qualification, once the programme has started and access granted to the original registrant, registration cannot then be transferred to another person.

Can I postpone my registration to a later certificate programme session?

Once the programme has started and access given, registration cannot be postponed or pushed forward to another programme session.

Can I cancel the programme after payment?

Registration can be cancelled in writing. The following fees will apply:

1. At least 7 days prior to the starting date, an administration fee of EUR 250 or USD 250 (excluding VAT) will be charged.
2. Less than 7 days prior to the starting date, the full fee will be charged.

Once the programme has begun, IBFD will not offer any refunds.

 

What software/hardware do I need to follow online courses included in the programme?

For online courses, please consult FAQ – Online Courses. In order to access the online courses, we strongly recommend using Google Chrome as the preferred browser.

Can I obtain CPE (Continuing Professional Education) credits?

All components of the programme, i.e., online courses are recognized for CPE credits with many accrediting bodies around the world except NASBA. Participants can download a certificate of completion. Participants should submit these certificates and any other information required to their relevant professional bodies in order to obtain CPE credits.

I have forgotten my password, how can I reset it?

Click on Sign in, and under the sign in credential fields, click on Forgot Password? Follow the applicable steps to reset your password.

Can I change my password?

Sign in and then click on the icon in the top righthand corner showing your initials to enter your Account. Under the heading Personal Information, under Country you will find the option to "Change Password". Follow the steps to change your password.

Can’t sign-in to the Tax Research Platform?

1. Check your login/password If you have a username and password to sign in to the Tax Research Platform, make sure your credentials are correct. Please note that your username is your own email address. In the case that you have lost your credentials, please contact Customer Support. Note: If you normally access the Tax Research Platform without the need to log in (e.g. IP access or Referred Based Access) but are experiencing difficulties accessing it, please keep on reading below.
2. Use Google Chrome We strongly recommend the use of Google Chrome, as it is the optimal browser for our database. We do not recommend using the Microsoft Internet Explorer browser.
3. Clear your browser cache and restart your browser If you use Google Chrome:Read instructions on how to clear your browser cache here.If you use Mozilla Firefox:Read instructions on how to clear your browser cache here.
4. Add the IBFD domain to your email safe list As you might receive our password reminder and other communication emails in your junk folder, we advise reviewing your email provider settings and adding the IBFD domain to your email safe list. 

If you still cannot access your content, please contact Customer Support.

What do I do if I am receiving an error message when trying to access content on the Tax Research Platform?

Describe in detail the content you are trying to access, what you wish to do, the link you are clicking and the error message you get. Please include a screenshot of the error message, showing the URL address bar. Please send this information to Customer Support. We will try to solve the issue as quickly as possible.