On-Demand Assist - the new name for Instant Support
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If you purchased from our website
If you purchased your VNC Connect Professional or Enterprise subscription from our website, you will receive an invoice via email and your credit/debit card or PayPal account is added to your account as the default payment method. If you're the account owner, you can view or change this card from the Billing page of the VNC Connect portal.
We'll try to take payment immediately and you will receive a confirmation email that the payment was processed successfully. If we're unable to take payment, we'll send you an email. Please check your payment details and we'll try again within 5 working days.
If you want to increase the number of computers you're licensed for, or want to add On-Demand Assist technicians to your current subscription, see Can I add capacity mid-subscription?
Billing details can only be changed by the account owner or an administrator so long as they have the Administrator role on all teams owned by the same account.
Renewing your subscription
By default, your VNC Connect subscription will renew automatically. If you don't want to renew your subscription, please turn off auto-renew from the Billing page of the VNC Connect portal.
If you are using enterprise license keys, you'll need to update them within 28 days of your subscription renewal. See Updating an Enterprise License key
If you purchased from a quote
If you asked our Sales team for a quote and are paying via credit/debit card or PayPal, you'll have been sent a payment link. Please note that your card or PayPal details will be stored on your account and will be used for subsequent payments. If you want your card or PayPal details removed from your account, contact us.
If you are paying via other means (e.g. electronic funds transfer), the invoice includes the invoice due date and our banking information. You'll be sent reminders if your invoice is overdue.
You will be emailed renewal reminders in plenty of time. Our customer success team may contact you before your subscription expires to discuss your renewal.
If you purchased from a Reseller
You won't receive an invoice from RealVNC. Please discuss invoicing and payments with your reseller.
Your reseller will contact you before your subscription expires to discuss your renewal.
VAT and sales tax
For queries regarding EU value added tax and US sales tax, see Tax queries (EU VAT and US sales tax)
Updating payment methods
For details on how to manage credit card or PayPal details on your account, see Managing payment methods on your account
Which payment methods do you accept?
Payment is accepted electronically via credit/debit card or PayPal. If you would like to pay via electronic funds transfer, please email email@example.com.
Please note that we are unable to accept checks under $1000. If you must pay by check, please be aware that it may take up to several weeks for your check to reach us and clear before it can be posted to your account. To avoid delays and prevent termination of service due to late payments, we strongly recommend paying via credit card, PayPal, or electronic funds transfer.
We are unable to accept ACH payments at this time.
All payments are due upon receipt of the invoice unless alternative payment terms have been specifically agreed via contract. If different payment terms have been negotiated, please email us at firstname.lastname@example.org to provide us with the relevant paragraph in the contract.
In the event that we have not received payment after 30 days, we'll send you a reminder email.
We will also send a notification if the card stored on your account has expired.
To update the card stored on your account, see Managing payment methods on your account
If the payment remains outstanding, we may terminate your service as per our EULA. See Suspension/Cancellation of Service.
Changing Invoice recipient
Currently invoices and payment confirmation emails are sent via email to the Invoice recipient specified on VNC Connect subscription (Billing page). If you want to change the email address invoices are sent to, please change the Invoice recipient on the Billing page of the VNC Connect portal.
This only changed the email address invoices are sent to. All billing details (e.g. billing address, credit cards, etc) must be managed by the subscription owner or an administrator.
Storage of Card Details
Your card details are securely stored on our behalf by a PCI-DSS compliant payment service provider.
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