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Before you start
Paying for e-tailize runs outside the software, in the customer portal. You open it with "Manage account" on your account page, and your invoices stand there under "Billing history", see See and check your invoices.
There is no cancel button in e-tailize. A cancellation is arranged by our support team, and a colleague confirms the end date to you. Have your invoice number to hand when your question is about one invoice.
What happens next
A change to your subscription or your invoices is made by a person, so nothing moves the moment you send your message. You get an answer with what we found and, for a cancellation, the end date that follows your agreement. Until that confirmation your subscription runs on.
Common problems
You want to stop your subscription, or drop one marketplace. Ask our support team in the chat in the app or in writing, and say what you want to stop: everything, or one marketplace connection. The notice period and the date it ends follow your signed agreement, so a colleague reads that agreement and confirms the end date with you.
You got a mail that a payment failed, but you already paid. A failed payment mail and your payment can cross each other. Look the invoice up in the portal under "Billing history" first. Does it still not match what your own bank shows? Then send us the invoice number and what you see, and we check it against our administration.
Your card was refused or your limit was reached. Fix that on the card side first, or put another card on your account, see Change your payment details. Tell us once your card is ready, then a colleague picks the payment up with you.
Your payment link has expired. Ask our support team for a new one and name the invoice it belongs to. An expired link does not start working again, so keep the old one out of it.
You paid by bank transfer and want it confirmed. A transfer lands on the bank side, so it is matched by hand. Send the amount, the date and the invoice number, and we confirm it once we find it.
You see two charges in one period. Every charge on your account stands under "Billing history", so check that first. Does it still not add up? Send us both and we go through them with you.
You see a charge of one euro. That is the card verification we run when a payment method is added or validated, not an invoice.
FAQ
Is there a cancel button in the app?
No. You cannot cancel your subscription yourself in e-tailize. You ask our support team, and a colleague confirms the end date to you.
When does a cancellation take effect?
On the date your signed agreement gives. That is why support confirms it instead of the app. Ask us to check it when you are not sure what your agreement says.
Can I start a new payment attempt myself?
You can put a working card on your account yourself, see Change your payment details. Starting the payment again, or sending a fresh payment link, is done by our support team.
What is the charge of one euro for?
It is the check we run on a card when it is added or validated. It is a verification, not an invoice for your subscription.
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