Most common questions related to Terapeak subscriptions, billing, licenses, or accounts that are not addressed elsewhere in our “Account, Login, and Settings Questions” section are answered below.
If you do not see your question addressed either below or elsewhere in the Help Center, please use the "Submit a ticket" form at the bottom of this article to request assistance from our customer success team.
Why was I charged for my “free” Terapeak trial?
Terapeak’s free trial subscription lasts for seven days. Users who register for a free Terapeak trial agree to the following terms:
Seven days at no cost to try Terapeak. Terapeak’s free trial period lasts for a period of seven days, to give new users a chance to try the product before being billed.
Converting to a paid subscription if not cancelled. If the trial subscription is not cancelled within seven days, a paid subscription begins at the end of seven days.
Using the payment method on file. After seven days have passed from the account’s creation date, the selected subscription is billed to the payment method provided by the user when registering.
The Terapeak shopping cart makes clear the date on which billing for paid subscription begins. The welcome message users receive when creating their trial subscription also makes clear that billing will occur in seven days if the trial subscription is not cancelled before seven days have passed.
You must cancel your trial subscription yourself if you wish to do so. For step-by-step instructions, please see the article “How do I change or cancel my trial or subscription?”
To cancel your active subscription(s), please see the article “How do I change or cancel my trial or subscription?”
How does Terapeak bill my subscription?
When you registered, you selected either:
- A monthly billing period and price, or
- An annual billing period and price
You also provided a payment method (PayPal or credit card) to be used for Terapeak subscriptions and were provided a monthly or yearly billing date.
So long as you have at least one active Terapeak subscription, your subscription(s) will be billed as follows:
When your billing date exists in the current month or year: You will automatically be billed on your billing date, at the selected price, using the provided payment method, for your next subscription period.
When your billing date does not exist in the current month or year: You will automatically be billed on the last day of the month associated with your billing date, at the selected price, using the provided payment method, for your next subscription period.
Note that Terapeak subscriptions automatically recur if not cancelled.
If you wish to change your payment method, please see the article titled “How do I update or change my billing (payment) details?”
If you wish to change or cancel your subscription(s), please see the article titled “How do I change or cancel my trial or subscription?”
What is Terapeak’s refund policy?
Terapeak does not offer subscription fee refunds. To avoid unwanted fees, please change or cancel your subscription as desired before your billing date.
For step-by-step instructions to do so, please see the article titled “How do I change or cancel my trial or subscription?”
How do I avoid unwanted subscription charges or fees?
Terapeak clearly communicates about the terms, prices, and timing associated with our subscriptions. To avoid unwanted charges or fees, please:
Cancel before your trial is complete. If you take advantage of our free trial offer, remember to log in and cancel before your first billing date if Terapeak is not for you.
Read Terapeak email communication. Watch your email box carefully for annual subscription renewal notices and monthly subscription payment confirmations.
Mange your account yourself. Use the subscription management and billing management areas of the Terapeak application to proactively manage your own subscription and payment details.
Calendar your billing date. Note the billing date that Terapeak provides to you at registration time on your calendar, so that you can change or cancel your subscription before that date if you wish to do so.
To change or cancel your subscription(s) or find your billing date(s), please see the article titled “How do I change or cancel my trial or subscription?”
I can’t complete Terapeak’s shopping cart to try Terapeak. Why?
In nearly all cases, difficulties in creating a new Terapeak trial subscription are the result of an incomplete cart. Please ensure that:
- You have authenticated with your eBay ID or provided an email address and password
- You have selected a subscription and billing term
- You have provided valid payment details with available funds
- You have provided your correct billing address
If you are unable to complete your signup, please review the shopping cart carefully and in its entirety to ensure that:
- All choices have been made
- All required fields have been completed
- No error messages or highlighted omissions are shown
If after review you are still unable to complete your signup, please contact our customer success team using the “Submit a ticket” button at the bottom of this article for help.
How many seats or licenses do I need for my company?
Every Terapeak subscription represents a single-user license—one subscription provides one user with one active session at a time for the tool(s) in question, from any computer or mobile device.
Terapeak does not currently offer “multi-seat” licenses associated with a single email address.
If you require support for multiple user(s) and/or login(s), please simply create additional Terapeak account(s) using additional email address(es).
For example, in a typical corporate environment, simply have each needed user create a Terapeak account and subscription(s) using their own company e-mail address, providing the same corporate billing information for each user.
At this time, Terapeak does not offer “multi-seat” discounts for any quantity of purchases within the same organization.