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What are the different ways I can pay for my subscription?

Credit or debit card

The fastest and easiest way to pay is using any major credit card (i.e. Visa, AMEX, Mastercard, and Discover) or debit card. When paying via card, you can pay for any number of team-months or submission credits – there are no minimums – and the purchase will be reflected in your account immediately. To pay via card, just log in to your account’s manage subscription page and follow the relevant links to either activate or modify your subscription, or purchase more team-months or submission credits.

Check, ACH, or wire transfer (min. purchase of $500)

We can accept payments via check (US banks only), ACH, or wire transfers for purchases of $500 or more. To request an invoice and bank information for payment via check, ACH, or wire transfer, please follow the steps in this FAQ. We will activate or upgrade your account or adjust your team-months or extra submission credits balance when the invoice is issued in lieu of payment; however, if the invoice is not paid in time, the issued services will be canceled and your server may close. Please make sure you account for mailing and processing times when you choose this payment method.

How do I update my billing information (i.e. credit card, billing address, phone number)?

All billing information, including credit card and billing address information, can be modified via your account’s manage subscription page. Go to the manage subscription page, scroll down to “BILLING INFORMATION”, and click on the blue “Update billing information” button. Then follow the steps to update your card information or other relevant billing details.

How do I request a quotation?

To request a quotation for payment via check or wire transfer, please fill in this quotation request form. Once we receive your submission, we will send you the quotation within 1 business day. Note that this is just to request a quotation, not an invoice for payment. Your subscription will not be adjusted based on this quotation. If you are ready to make payment to extend your subscription or purchase more submission credits, and need an invoice for payment, please follow the instructions in the question below to get an invoice.

How do I request an invoice?

If you are not yet on a paid subscription:
  1. Log in to your manage subscription page.
  2. Click the green “Upgrade to a paid subscription” button.
  3. Follow the steps to select how many teams, team-months, and extra submission credits you would like to purchase.
  4. Review your order details, then click the blue “Next” button.
  5. On the next screen, you will find a link to request an invoice right above the billing details form. Click on that link and follow the instructions there.
If you are already on a paid subscription:
  1. Log in to your manage subscription page.
  2. Scroll down to your Account balance section and click on the link to Purchase more team-month or extra submission credits.
  3. Select the number of team-month and extra submission credits you would like to purchase, then click OK.
  4. On the next screen, you will find a link to request an invoice right between your order summary and the terms. Click on that link and follow the instructions there.

When is an invoice considered paid?

All payments are received and processed by Dobility, Inc. during US business hours (EDT), Monday through Friday, with the exception of U.S. Federal holidays. Even once a payment posts to Dobility’s accounts, it must be processed: logged and matched against the appropriate server. The ACH, wire transfer, or check must be received and internally processed by Dobility’s finance team in order for the payment to be classified as paid. Only once an invoice payment has been received and processed internally will the transaction be reflected in your account. As the timeline to receipt and processing can be delayed by intermediary banks, the postal service, and weekends and holidays, we recommend users pay using a credit or debit card.

How do I make sure I use my team-month balance first before having my credit card on file charged?

If you have a balance of prepaid team-months, our system will automatically always use those first before your credit card on file is charged for new team-months.

How do I change my auto-renew settings?

If you pay by credit card, SurveyCTO will automatically renew your subscription according to the payment schedule you configured (i.e. if you pay monthly, the card on file will be charged each month on the day of your subscription expiration date). To change this – and other auto-renew settings – log in to your account’s manage subscription page and scroll to the “Auto renew” section under “SUBSCRIPTION”. Click the link to “Edit auto-renew settings” and change the settings to your preferences.

Where can I find a receipt for previous payments?

Go to your account’s manage subscription page and scroll all the way down to the “RECEIPTS” section. Here you will find links view or download all receipts for your subscription.

How do I print a receipt?

Go to your account’s manage subscription page and scroll all the way down to the “RECEIPTS” section. Here you will find links to view or download all receipts for your subscription. Click “view/print” next to the receipt you want to print, which will open your receipt as a PDF file. Then follow the steps in your PDF viewer to print the receipt. Please also note that all users on your account that you have indicated should receive billing notifications also receive an email with a receipt attached each time a payment is successful.

Where can I find my account balance of team-months and extra submissions?

Log in to your account’s manage subscription page and scroll to the “Account balance” section under “SUBSCRIPTION”. Your team-months and submission credits balance will be indicated here.

Can I be issued a refund if I prepaid for team-months and/or extra submission credits?

No. We cannot refund advance payments. Therefore we strongly advise that you only purchase as many team-months or submission credits as you are confident you will need within the next 12 months.

However, we understand that organizational and project needs can change unpredictably. Therefore, if you underestimated your needs, we make it easy to purchase additional credits without disruption to your work. If you over-estimated, both team-months and submission credits will only get depleted as you use them, so you can use these credits at a later period if you need to temporarily suspend your account.

All unused credits expire 12 months after they are purchased but can be used as you want within this period. For example, if you have just purchased 6 team-months and they will not expire for another 12 months, you can close your account, return in 6 months, and continue to use the 6 remaining team-months you had already paid for rather than pay again at the time of reactivation.

What happens if, on my monthly billing date, SurveyCTO is unable to charge my credit card?

If your subscription is set to “Auto-renew monthly”, and you do not have an existing balance of prepaid team-months, on your subscription billing date our system will attempt to charge your card to keep your subscription active for an additional month. Your card will be charged automatically on a monthly basis as long as you have kept the “auto-renew” setting on and do not have any prepaid team-months to use first.

Sometimes, your bank may decline our attempt to charge the card. In the event that our system is unable to charge your card, to ensure that your work is not disrupted and you have an opportunity to contact your bank to authorize them to clear charges from SurveyCTO, our system will give you a 72-hour grace period: after the initial failed charge, it will attempt to charge your card three more times – once every 24 hours – and allow the subscription to remain open during that time even though it is past its billing date. If all three subsequent attempts to charge your card also fail, the system will automatically close your server for non-payment.

If your server does close due to four failed charge attempts, you can still resolve your card issues and re-activate your server. Once you are able to pay, log in to your account’s manage subscription page (that login will still work) and under the “Current status” section click the green “Activate a paid subscription” button.

In the event that our system’s attempts to charge your card are failing, and you are unable to resolve the issue on your card with your bank, a quick solution to consider is to use a different card. If you normally use a work card to make payments to SurveyCTO, you may even consider using a personal card and then getting reimbursed from your employer, to ensure that your service is not disrupted.

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