Invoice and Payment queries

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If you purchased from our website

New customers

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 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 Instant Support technicians to your current subscription, see Can I add capacity mid-subscription?

Billing details can only be changed by the account owner.

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

New customers

If you asked our Sales team for a quote and are paying via credit/debit card, you'll have been sent a payment link. Please note that your card details will be stored on your account and will be used for subsequent payments. If you want your card 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. 

Renewals

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

New customers

You won't receive an invoice from RealVNC. Please discuss invoicing and payments with your reseller.

Renewals

Your reseller will contact you before your subscription expires to discuss your renewal. 

Updating payment methods

For details on how to add or update credit card details on your account, see Adding a credit card to your account

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.

Overdue Payments

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 Adding a credit card to your account

If the payment remains outstanding, we may terminate your service as per our EULA. See Suspension/Cancellation of Service.

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