Billing and Accounts
Payment & Pricing:
How do I pay?
What happens if my subscription expires?
Do I qualify for academic pricing?
Will you continue to bill me for my subscription?
How do I cancel my subscription?
Account Management:
Can I change my subscription?
What will I be charged if I change my subscription?
Can I change my payment details?
Can I change the email address I registered with?
Can I change my password?
What happens if I forgot my password?
Can I opt out of receiving emails?
What happens if I change institution?
Can I share my login with other people?
Data:
What is quota?
Is my personal data safe?
Is my data secure?
Payment & Pricing:
How do I pay?
You can buy online with a credit card at [payment page link], alternatively you can email a Purchase Order to sales@actualanalytics.com. You must include the following information:
- First Name
- Last Name
- Invoice address
- Email address to purchase subscription for (the email must be from this address for security reasons)
- The subscription level and duration you wish to purchase and in which currency
If you already have an account on actualanalytics.com we will upgrade your account to the new subscription on confirmation of the PO and invoice you for the subscription amount plus a £100 processing surcharge. If you do not have an account we will create an account under the email address you sent the email from and email you login details with the invoice. You will be able to access your subscription once we have invoiced you for the subscription.
What happens if my subscription expires?
If your subscription expires or is cancelled you have 30 days where you can access the product to export your data (videos and results). After 30 days your data will be deleted.
Do I qualify for academic pricing?
If you work at a not-for-profit institution such as a University or research institute you qualify for academic pricing.
Will you continue to bill me for my subscription?
If you purchased your subscription online we will bill you at the end of the subscription period using your registered credit card. If you did not purchase online we will send you an invoice to your registered email address 1 month before your subscription is due to expire. If we have not heard back in 30 days your subscription will expire.
How do I cancel my subscription?
If you would like to cancel your subscription email subscriptions@actualanalytics.com from the email address you use as your username (for security reasons) letting us know and we will cancel any recurring payments and terminate your subscription after 7 days. You will not be refunded any charges already paid if you cancel your subscription. We are always happy to receive feedback so if there is anything we can do to improve our products please let us know.
Account Management:
Can I change my subscription?
Yes, it's easy to change the subscription you are on - just contact us at subscriptions@actualanalytics.com and we'll do all we can to help.
What will I be charged if I change my subscription?
If you are upgrading your subscription (selecting a more expensive subscription) your new subscription will be started immediately and your previous subscription cancelled. Any remaining credit from your previous subscription will be deducted from the cost of the new subscription. If you are downgrading your subscription (selecting a cheaper level) you will continue to receive your current subscription level until your next billing date when you will be charged for the new subscription and the new subscription will start.
Can I change my payment details?
Yes, if you purchased online you can change your details by selecting the update payment details link on your account home page. If you did not purchase online then you must inform us of change of address or institution immediately by emailing us at subscriptions@actualanalytics.com from your registered email address with your updated details.
Can I change the email address I registered with?
Yes, if you want to change the email address you registered with you can email subscriptions@actualanalytics.com from your current registered address with the new address you wish to use. We will update your account and send you a temporary password, you can them login under the new email address and password and change the password using the change password functionality.
Can I change my password?
Yes you can update your password on your account home page.
What happens if I forgot my password?
If you have forgotten your password select the 'forgotten password' link on the sign in box. We will email a temporary password to your registered address which you can use to login. We recommend that you only use this password to login once and change it using the change password functionality on your account home page.
Can I opt out of receiving emails?
Yes you can opt out of receiving promotional emails by selecting the opt-out link at the bottom of a promotional email you have received from us.
What happens if I change institution?
If you change institution and you have the permission of the institution which purchased the subscription (if applicable) then you can move your subscription with you by contacting subscriptions@actualanalytics.com with your new details. If you do not have permission to transfer your subscription then you must purchase a new subscription, and we can migrate any existing data to the new subscription for you.
Can I share my login with other people?
The subscription you buy is for a single user, if you require multiple user accounts we offer generous volume discounts if purchasing more than 2 licenses. Get in touch with us at sales@actualanalytics.com and we will see what we can do.
Data:
What is quota?
The quota is like the disk space limit on your computer. You can store up to the limit of your quota at any one time, but after it is full if you want to upload more data you must delete some existing data beforehand. The quota we provide should be enough for most users, but if you require additional space please get in touch at subscriptions@actualanalytics.com and we will see what we can do.
Is my personal data safe?
Yes, we will not share your personal data with any third parties, and all payment information is stored using industry standard security.
Is my data secure?
Yes, we use industry standard secure storage and encryption to protect your data.
