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I've checked my logs, and after using the account extensively the first day he returned the next with a 401 on the member's page. Looks like he forgot his login, which is random (supplied by Verotel - and also emailed to them upon signup).
The authentication failure page includes a few short sentences explaining possible reasons for the failure and invites them to email my customer service address.
I don't understand how a chargeback was easier than emailing me...
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