When an FAQ is Wrong

OK, this isn't really an "error" in the sense usually meant in my analysis. But a lapse in help systems can frustrate and delay user solutions. A case in point is Paypal's current FAQ on cancelling recurring payments. It says to go to Account Profile. In fact the correct solution is to display account history, then click into an individual transaction using the unique ID, which can lead to cancelling the recurring "subscription." In pigeon English, here's what it should say:
Account - History - Details (hyperlink on an individual transaction) - Cancel Subscription
Oddly, the designers of many FAQ systems offer a "did this help?" button, but no recourse for a clearly wrong or off-track.

Of course it's possible that I am missing something and that a third solution is possible at paypal.com, but that would also make my point.


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