Frequently asked questions

For the Standard and OnDemand versions, if you’re located in Canada, you can use PAD (Pre-Authorized Debit), available to anyone who can write a cheque. You can pay either by logging into your online banking, if your financial institution is listed, or you can click on a link for a “manual” payment and just enter the information from your cheque. For our users in the USA, we offer the option to pay via ACH. As in Canada, that has options to log into your bank, or manually enter your check information.

You can click on the blue “manually verify” link located near the bottom of the screen and input your cheque information. Please note that this method will require further verification, which involves a couple of small deposits being made to your account which you then have to report back to our payment processor, Stripe.

Rest assured that renewing your subscription, even if it has been expired for a long time, will not incur any additional charges beyond the standard fee.

For DONATION Online, click on the Organization button in the left navigation menu. Then, click on the Billing tab along the top of the screen. This page displays the current renewal date for your subscription.

For the Standard and OnDemand versions, your subscription is valid for a period of 12 months starting from the date of your last payment, or 12 months after your previous expiry date for existing users, whichever is later. As long as you have either automatically retrieved, or requested, received and installed a license key after that payment, your support expiry date will be visible in the Tools → Request or Install License Key window in the program.

If you’re unable to find the date of your last payment, or unsure whether that information is up-to-date, you’re welcome to contact our support team to confirm the expiration date of your license.

For DONATION Online, auto-renewal can be disabled directly in the web app. Click on the Organization button in the left navigation menu. Then, click on the Billing tab along the top of the screen. Select 25 Donors on the slider at the bottom of the page, and click on the blue Cancel Subscription button.

For the Standard and OnDemand versions, to deactivate the auto-renewal feature, you can contact us, and we will provide you with a link to the customer portal. From there, you can disable the recurring payments option.

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