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Account/ Billing FAQs

1. Do I have to sign a contract after I signup?
2. What types of payment do you accept?
3. Can I upgrade or downgrade my plan at any time?
4. Is the Free Plan really free?
5. How do I cancel a subscription?
6. What are the System Requirements to optimally use DeskAway?
7. Do you store my credit card data?
8. How do we get a 30% discount for being a non-profit?
9. How do I change my credit card and payment information?
10. How do I set up another DeskAway Account Owner on the system?
11. When will my upgraded account be activated?
12. I have a discount coupon. Where should I enter it?
13. I used the coupon code while upgrading, will I get the discount every month or just for a month?
14. I am trying to use a credit card (which is valid) but the system is declining it for some reason! What should I do now?
15. I have tried different credit cards but I still cannot upgrade my account. Whats going on?
16. Can I get a copy of all my invoices towards my DeskAway subscription?
17. How do I change my DeskAway account billing from monthly to yearly?
18. Can I downgrade my DeskAway account at any time?
19. Would I lose any data if I downgrade to the free plan?
20. If we get a 1yr membership and we need to cancel before the year is up do we get a prorated refund?


1. Do I have to sign a contract after I signup?
No. DeskAway is a pay-as-you-go service. There is no long term contract on your part. You simply pay monthly or yearly. You can cancel anytime and we will stop your recurring payment from the next month onwards.

2. What types of payment do you accept?
Currently, we accept Visa, Mastercard, and American Express. We do not accept PayPal. At this time we only accept payments online so we will not be able to accept a P.O., invoice you, or take an order over the phone.

3. Can I upgrade or downgrade my plan at any time?
Yes. You need to log in to your DeskAway account (as an Account Owner), go to the "Settings" tab, select "Account Information" and click on the "I want to change this Plan" button. On the next page select your location - International or India. Check out the list of plans and select the plan you wish to change to and follow the payment instructions.

4. Is the Free Plan really free?
Yes. With the Free Plan, DeskAway users can store up to 25 MB of data and have up to 2 Users & 1 Project.

5. How do I cancel a subscription?
Please follow the steps to cancel your account and stop your recurring billing (if you are on the paid plan):
1. Log in to your DeskAway account as an Account Owner.
2. Go to the "Settings" tab and select the "Account Information" link.
3. Click on the "I want to change this Plan" button.
4. Click on the "Cancel" button from the "Choose Your New Plan" page.
5. Confirm your cancellation by clicking on "Cancel & Delete Account".

6.What are the System Requirements to optimally use DeskAway?
For using DeskAway all you need is an Internet connection and a web browser. As DeskAway is an online software, there is nothing to download or install on any computer.

7. Do you store my credit card data?
No, we do not store or have access to your credit card information. All the payments are handled through 2Checkout(International) & CCAvenue (India).

8. How do we get a 30% discount for being a non-profit?
In order to avail the 30% discount for being a non-profit, you need to send us an email at support AT deskaway.com with valid proof of being a Non Profit Organization. Once we receive your e-mail, we will change your DeskAway account status to Non-Profit and then you can upgrade your plan with the non-profit discounts.

9. How do I change my credit card and payment information?
To update your credit card details or billing info in the 2CO system, please go to the link below and update the billing information for your DeskAway account. In the field which says 'order number' please enter your 'sale id'.

https://www.2checkout.com/va/sales/customer/change_billing_method

If the mode of payment is via PayPal then please contact Paypal to change your credit card details.

10. How do I set up another DeskAway Account Owner on the system?
A DeskAway Account Owner is most likely the person who created the DeskAway account. Account owners have permission to upgrade the account, change themes, backup/export data and play around with the general settings. There can be only 1 Account Owner for a DeskAway account. You can easily give up your Account Owner status to someone else in your team. Here is how:
1. Login to the DeskAway account (Account Owner) and go to the "Settings" tab.
2. From the "Account Ownership" section in the "Settings: General" page , click on the "(Change Account Owner)" button & select a Super User from the drop down option.
3. From this drop down option select the name of the Super User to be the New Account Owner.
4. Now that new account owner can see his/her designation as Account Owner in the header of each page.


11. When will my upgraded account be activated?
Your account will be activated immediately after you make the payment online.

12. I have a discount coupon. Where should I enter it?
Login to your account, click on the 'Settings' tab -> 'Account Information' and follow the steps to upgrade the account. Finally, when you reach the 2Checkout page (they handle payments for us) just enter the coupon code in the 'If you have a coupon code enter it here:' text box. Thats it! Just follow the rest of the steps to upgrade your account. Your new upgraded account will be activated immediately!

13. I used the coupon code while upgrading, will I get the discount every month or just for a month?
The discount is valid only for the month in which the users upgrade their DeskAway accounts. From next month you will be billed the actual plan cost and not the discounted one.

14. I am trying to use a credit card (which is valid) but the system is declining it for some reason! What should I do now?
Please follow these steps and try again: 1. Remove your browser cache and cookies 2. Put in the correct information in all the fields (especially your CC number, address and a valid phone number) 3. Disable popup blockers Now, try to upgrade again. If this does not solve your problem then please contact 2Checkout at 1-877-294-0273 (U.S.) or e-mail them at 2cosupport@2co.com

15. I have tried different credit cards but I still cannot upgrade my account. Whats going on?

Depending on the error message that you are receiving, you can check out the problem with your Credit Card as given below:

i) If you are receiving an "Authorization Failed" error,then you need to clear your cache and cookies. When you enter any information on the computer, your computer will store the information in a cookie file, and sometimes the computer will try to take this information which is saved on your computer (browser history).

ii) If you are receiving an "Authentication" error, then you need to allow pop ups to appear. MasterCard and Visa have a security pop up that they send out to their customers requesting either a "MasterCard Secure Code" or a "Verified by Visa" code. You will have to set these codes up with your card issuers. 2Checkout.com does not have any control over this feature, it is sent to you directly from your credit card issuer.

If you have any more questions or concerns, please feel free to contact 2CO directly by contacting them on any of the numbers listed below:

2CO :
(614) 921-2450
(877) 294-0273 (US & Canada)
08718718283 (UK & Northern Ireland)

16. Can I get a copy of all my invoices towards my DeskAway subscription?
Login as the Account Owner, go to the "Account Information" page within the Settings tab. Here, you can find all monthly and yearly invoices for your DeskAway account.

17. How do I change my DeskAway account billing from monthly to yearly?
In this case you need to again upgrade your DeskAway account by clicking on the "Yearly" radio button from the "Choose Your New Plan" page from the Settings->Account Information page. The recurring billing for the previous plan will be automatically stopped.

18. Can I downgrade my DeskAway account at any time?
Yes, you can downgrade your DeskAway account at any time from the Settings->Account Information page. It should satisfy all the conditions for that particular downgraded plan. If the limit for the number of projects, users, files space etc is less then you would need to get your account in line with the lower plan before the downgrade process goes through. For more info please visit: http://www.deskaway.com/pricing/index.php

19. Would I lose any data if I downgrade to the free plan?
No, you will not lose your data but before downgrading your DeskAway account to free plan you need to make it in line with the Free plan - the number of projects, users and storage that the free plan permits.

20. If we get a 1yr membership and we need to cancel before the year is up do we get a prorated refund?
No, once you upgrade your DeskAway account for a year and cancel it before a year then in such cases we do not offer any refund.


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