FAQ (Frequently Asked Questions)
Why are there two logins?
The first login is for your customer zone. In the customer zone, you can manage your billing and contracts.
The Survey Tool has its own login and is separate from the billing data. It is not uncommon for managers to manage the billing, and for other people to only login into the Survey Tool.
How does payment by credit card work?
Your account is extended 1 month after the trial period ends and on the same date every month. So if you register on the 14th of June, the trial period will end on the 21st June and then the first month's payment is deducted from your credit card.
What if my payment is declined?
If your payment is declined then our system will try multiple times for another 3 days. If still not successful the contract will expire and all data will be deleted.
How do I update my credit card?
If you log in to the customer zone you can update your credit card details there. After you have updated your details the system will retry with your new details.
What if I want to upgrade my service level?
Contact our Sales Department and we will update it for you. In some cases you will need to sign a digital document inside the customer zone.
Can I pay by wire transfer?
You can apply online for annual billing or project based billing by filling in a form, and you will either receive approval or information on how to qualify. See link below:
We do not support free suspension of your service. However, it's possible to save your data for up to nine months on a chargeable basis. Please contact our Sales Department to find out the cost in your case. During suspension, no external services such as (but not limited to) logins and API functions will work.