Subscription FAQ

Modified on Mon, 05 Dec 2022 at 08:18 AM


Contents


Prices & Discounts

  • Where can I find your prices?
    Here.


  • What is included in the subscription price?
    For the duration of the subscription, you get access to the software, including all its updates and email support. 3-month and annual subscribers also receive a free training session.

  • Do the list prices include taxes?
    No, our prices are listed exclusive of taxes. Taxes are automatically added during checkout (see below).

  • Do you have a discount for multiple-license purchases? 
    For 3 to 5 licenses, we have a 10 percent discount. For six or more licenses, the discount is 20 percent. The discount is automatically applied once you select the number of licenses during checkout.

  • I would like to use NUBIGON for academic purposes. Do you have a discount on that?
    We offer academic discounts on 3-month and annual subscriptions and perpetual licenses. For 1-2 licenses, the discount is 30 percent; for 3-5 licenses, 37 percent; for 6 or more licenses, 44 percent. Please see the section below on Academic Licenses for further details. 


Check out our Product Comparison Chart


Currency & Taxes 

  • Do I pay in US dollars, or can I pay in my local currency?
    Our digital commerce system allows for payments in select local currencies. If available, the prices on the product page will be listed in your currency. For all other cases, prices will be in US dollars.

  • Why has a value-added or sales tax (VAT) been added to my order?
    Our digital commerce provider automatically calculates applicable VAT/sales taxes based on location. If applicable, add your VAT ID during checkout for the correct calculation of the taxes.

  • How can I add my VAT ID to the order?
    Simply click the relevant section on the right column of the order page and enter your VAT ID.

  • I need my VAT ID to show up on the order receipt/invoice. How can I accomplish that?
    If you add your VAT ID during checkout, it will also be included in the order receipt/invoice.

  • I forgot to add my VAT ID during checkout; how can I get the tax payment back? 
    Please complete & submit this form. Our digital commerce provider will be managing this request.  

  • Where can I find the VAT ID or W9 number of the payee?
    Your order is directly handled by our digital commerce partner FastSpring. You can find their VAT ID and W9 information in the order receipt/invoice.

Payment Methods & Quotes

  • How can I pay?
    Based on your location, our digital commerce provider offers different payment options. You can usually pay with a credit card, debit card, or PayPal account. A definitive list is displayed on the checkout page.

  • Can I pay with a wire transfer?
    For efficient tax compliance, we do not accept wire transfers for subscriptions. For perpetual licenses, please contact us directly.

  • I need a quote for my company/organization. How can I request one?
    Please complete and submit this form. You will receive a quote from us within 24 hours after your submission.

Order Receipts & Invoices

  • Where can I find my order receipts/invoices?
    These are sent automatically via email from <mailer@fastspring.com> after your order is processed. Please check your spam folder if you didn't receive the order receipt email. You can also find your receipts/invoices in the account management portal (see below).

  • What is included in the order receipt email? 
    The order receipt includes a license activation key and links for downloads, invoicing, and account management.

  • Can I get the order receipt/invoice in my language?
    Yes. The order receipt/invoice is automatically issued in the local language of the checkout.

  • How can I update my billing & payment information?
    Simply log in to the account management portal to update the billing address, phone number, and payment information. This information will be applied to upcoming orders and invoices.

  • Can I update the information on an already-issued invoice?
    Please contact us with the information you would like to have updated.

  • Can I assign the subscription to someone else?
    Please contact us and share their first and last name and email address.


  • How can I include my company name in the order receipt and invoice? 
    Make sure to enter your company name on the Payment Information page during checkout. 


Access the account management portal. 


Renewals & Cancellations

  • Do NUBIGON subscriptions renew automatically?
    Yes.

  • When does my subscription renew?
    It renews according to your subscription type: monthly, every 3-months, or annually.

  • Where can I find the next renewal date?
    The next renewal date and amount are displayed during checkout and in the order receipt.


  • Will I get a reminder email before the next renewal?
    3-month and annual subscribers will be notified via email two weeks before every renewal. 

  • When can I cancel my subscription?
    Cancellation is possible before the end of the existing billing cycle. Once canceled, the subscription will not auto-renew, and you will not be billed again.

  • How can I cancel my subscription?
    Simply log in to the account management portal and cancel your subscription.

  • I did not receive the verification email from the account management portal; what can I do?
    Please check your spam/junk mail folder. You should be receiving an email from mailer@fastspring.com. Please contact us if you don't receive the verification email.

  • After the cancellation, do I lose access to NUBIGON immediately?
    You will have continued access to our software until the end of the last billing cycle.

  • I forgot to cancel my subscription, and it was renewed. Can I get a refund?
    We do not offer refunds. You can cancel now to prevent the next renewal. You can continue using the software until the end of the billing cycle.

  • I canceled my subscription by mistake. Can I un-cancel my subscription?
    Yes, please simply contact us.


  • Can I pause my subscription? 
    No, if you have no temporary need, you can simply cancel and re-subscribe in the future. 


Enterprise Licenses

  • How can we get multiple licenses for our team?
    You can purchase (A) a multi-license subscription or (B) buy several single-license subscriptions. In either case, use your admin's email address when subscribing. 

  • What's the difference between a multi-license subscription and several single-license subscriptions?

    Multi-licenseSingle-license(s)
    Bulk discountYesNo 
    Cancellation of individual licenses by your adminNoYes


  • How can we manage all subscriptions of our company? 
    Our account management portal lets you view and cancel subscriptions, download invoices, change payment methods, and update billing information.

  • How can we assign license keys to individual team members?
    Simply provide them with the license key associated with your subscription(s).

  • How can we transfer a license key from one team member to another or between devices?
    The first team member needs to deactivate the license key from their device so that the other team member can activate it. Please have a look at our License key FAQ for more details. 


  • Can our admin transfer licenses if a team member leaves the company or a license-bound device is not accessible?
    Yes, simply contact us.

Academic Licenses 

  • I would like to use NUBIGON for academic purposes. Do you have a discount on that?
    Yes, we offer academic discounts on 3-month and annual subscriptions and perpetual licenses.

  • How much is the academic discount? 
    For 1-2 licenses, the discount is 30 percent; for 3-5 licenses, 37 percent; for 6 or more licenses, 44 percent.

  • How do I get the academic discount?
    Please contact us with your university email address. We will then provide you with a discount code that you can use to purchase the desired product from our website.

  • I need a quote for academic licenses. How can I get that? 
    Please complete and submit this form. You will receive a quote within 24 hours.

  • Do you offer training for academic license holders? 
    Yes, all academic licenses come with a free training session.

  • Do you offer support for academic license holders? 
    Of course, our general support offering applies to academic license holders as well.

  • Do you collaborate with academic institutions on R&D projects?
    Yes, we do! Please contact us if you are interested in collaborating. 


Perpetual Licences 

  • What is included in the perpetual license price? 
    It covers the perpetual license, the first-year annual maintenance, and a free training session.


  • Do you accept payments in installments? 
    No, the total amount for the perpetual license needs to be paid at once. 

  • What is included in the annual maintenance?
    It covers all software updates in the maintenance period and email support.

  • Is annual maintenance optional after the first year?
    Yes. From the second year onwards, it can be purchased optionally.

  • How can I get a quote for one or more perpetual licenses?
    Please complete and submit this form. You will receive a quote within 24 hours after you submit it.


Check out our Product Comparison Chart. 


Returning Users

  • I had a subscription in the past. Can I reactivate my subscription?
    Simply purchase a new subscription and use the new license key. Make sure you are working with the latest version of our software.