This FAQ (Frequently Asked Questions) is prepared with the intension of providing answers to all possible questions related to pricing/ subscription that users might face when using Jivrus Products adhering to the agreed Terms & Conditions and Privacy Policy.

What is a subscription? 

Subscription refers to a promise of service from a Jivrus product made available to a customer with the defined features and usage quota for a defined frequency (monthly or yearly) for an amount of money as per the plan.

How do I get a subscription? 

You can get a subscription by selecting a pricing plan of a Jivrus product and paying for it. The available plans are listed in the pricing page of the product’s website. 

How do I make payment to subscribe to products?

Payment can be done through PayPal & Stripe as these are our payment gateway and subscription management t systems. PayPal & Stripe provides a variety of ways to make payments - Debit card, Credit card etc.

We at Jivrus, do not directly accept or store Card details. 

Can I use any PayPal or Stripe account to pay for a subscription?

What is "License to Email" input while making payments?

You can pay from any PayPal or Stripe account to any of your Gmail or Google Workspace account (email) for a subscription. Please ensure that "License to Email" is correctly mentioned with the email from which you are going to use Jivrus Products.

On subscription/ purchase, Jivrus products will be licensed to the given "License to Email". So it is very important to give the correct "License to Email"

How to check whether my payment is successful?

After payment is made, you can re-open the product/ add-on/ extension and check "Account" menu item. This will show whether you are upgraded to the purchased plan (Pro, Premium, Business, Enterprise etc) and show the validity period of the license. 

Your payment (except for group/domain license) is expected to be reflected within few minutes in our system and your account is expected to be updated with taken plan and validity period. In case you face any issue, please Contact Support with details of your Account.

Will my subscription renew automatically? 

Yes, your subscription renews automatically until canceled. 

How frequently will a subscription renewal happen? 

 Subscription renewal happens monthly/ yearly based on the plan you have selected. 

Can I get a subscription for my team or a group? 

Yes, you can get a subscription for your team/ group. You can subscribe to the domain/ group plan of our products. 

How do I add/ change/ remove a member from my group subscription? 

To add/ remove/ change a member from your group subscription you need to write to our support team along with the admin email & the emails that need to be added/ changed/ removed. 

Can I use same license from different devices?

Yes. Your license is attached to your email that you provide on "License to Email" field. You can use the license from any device as long as it is logged into the licensed email id.

How do I change the licensed email to another?

I accidentally bought the license on a different email account. Can I transfer my license to another email?

You can simply cancel the subscription and take another subscription on the new email if it is a monthly subscription.

The license is transferrable only for the yearly subscription with a considerable amount of remaining validity period. Please raise a support request using Contact Us by providing details.

Note: Please ensure that you are not making multiple payments to the same licensed email account. You could use the same PayPal or Stripe account and have multiple subscriptions to different licensed emails

There is no refund on any of these cases.

Will my service be disconnected immediately on subscription expiry?

What will happen to my service if I canceled the service or renewal payment failed? 

There is an expiry date for your subscription, however you are provided with 2 days of grace period to renew your subscription.

If the renewal procedure fails for any reason such as bank failure or card declined within grace period your service will be discontinued post grace period.     

Can I upgrade from one plan to another? 

Yes, you can upgrade a plan from a current plan to another. A differential amount will be calculated on a pro-rata basis and charged at the time of upgrade. 

How do I upgrade my plan?

When you want to upgrade your plan, you can simply choose a new plan and pay for it from the Product GUI or from the Product Website. Once you have upgraded, you need to cancel the previous plan for the same email account from your PayPal account.  (Refer to the Cancellation procedure below). 

Canceling the previous plan is important. Otherwise, you would be charged multiple times during the next billing cycle and your plans would keep switching from one to another as the renewals get executed. You can see all your subscriptions from your PayPal or Stripe account and manage them.

Note: In case of multiple payments due to multiple subscriptions to the same licensed email, the latest renewal will be reflected in your licensed email account. If you happened to be in this situation, you can cancel unwanted subscriptions and keep only one subscription per licensed email account per product. There is no refund in any of these cases.

If your account is not reflecting your current plan, please Contact Us.

How to upgrade via PayPal Smart?

How to upgrade and downgrade via Stripe?

Upgrades and Downgrades on Stripe are automatically managed by Stripe. As a user, you simply need to choose the right plan for you and click on "Pay with Stripe". 

Stripe will automatically identify whether it is upgrade or downgrade, apply proration as necessary, and guide you through the process.

Note: In case of multiple payments due to multiple subscriptions to the same licensed email, the latest renewal will be reflected in your licensed email account. If you happened to be in this situation, you can cancel unwanted subscriptions and keep only one subscription per licensed email account per product. There is no refund in any of these cases.

If your account is not reflecting your current plan, please Contact Us.

Is there any discount? 

Yes. Yearly plans come with 2 months free usage. Group plans come with group discounts based on the number of members in the group. 

Can I cancel my subscription anytime? 

Yes, you can cancel your subscription at any time. 

How do I cancel my subscription?

Option 3: Cancel From Payment Gateway

PayPal:

You can cancel your subscription at any time by logging into your PayPal account. 

• Please check "My Pre-Approved Payments" of the PayPal account for the subscriptions and cancel.  

Or

• You can open the transaction under the "Activity" menu, click on "Manage Jivrus Technologies LLP payments" and cancel

You can refer to the step by step guide from PayPal here

Stripe:

You can cancel your subscription at any time by logging into your Stripe account. 

The user is in full control of maintaining subscriptions all the time. And it is the responsibility of users to cancel the subscription on time when they do not need it further.

There is no refund for already paid subscription, but there will be no further subscription fee charged when you cancel the subscription.

NOTE: If you still need help in cancelling or need information, you can Contact Us. 

Is there any cancellation fee?

No. There is no cancellation fee.

Can I still access the product after cancellation? 

Yes, you can access Jivrus products till your subscription current validity expires. 

What happens after my subscription expires? 

Once the subscription validity expires, you will not be able to use the product and its services. You need to re-subscribe / renew your plan to continue enjoying the benefits of the product. 

Can I subscribe again after 2 months of cancellation?

Yes, you can subscribe again anytime after cancellation. Your new subscription period starts from current date or existing validity end date (whichever is later)

Note: There is no refund for an already paid subscription, also there will be no further subscription fee charged when you cancel the subscription.

How do I change billing information to the subscription? 

3. If you have purchased through PayPal/PayPal Smart, you will have a button "Update Billing Info" just below, click on that, update the details and finally click on update to save it

4. If you have purchased through Stripe then you will be navigated to the next tab to see all the Card details, payments made and billing information, click on the Update information under Billing Information to update.

How do I change my card used for subscription payments? 

Change/update card in PayPal 

From your PayPal app, here's how to update your card information:

1. Tap the Settings icon at the top right.

2. Select Banks and Cards.

3. Select the card that needs to be updated and tap Edit.

From your computer, here's how:

1. Click Wallet at the top of the page.

2. Click the card you wish to update.

3. Click Edit.

4. Fill in the updated information, and then click Save.

Change/update card in Stripe

How do I change the card information, when I have just paid only through the card, not with any payment gateway or vice versa?

• You can simply cancel the existing subscription and pay through the card/payment gateway which you wanted to continue. we recommend you cancel the subscription when it is near to the next billing cycle as we wanted you to use the benefits that you paid for. (canceling the plan is a must to avoid multiple charges ).

How to I get an invoice for my purchase?

Users can now download their invoice whenever they require it, and here are the steps to be followed in order to download the invoice.

1.  Click or browse https://portal.jivrus.com/ and sign in with your licensed email Id

2. You will be shown the list of Jivrus products you have used/subscribed to, choose the product.

3. Inside the product, you will find the transactions button, click on that and all the transactions related to the licensed email to this product will be listed 

4. If you have purchased through Paypal/Paypal Smart, then follow step 5, if purchased through Stripe then follow step 6  (You can refer to the gateway column in the transaction table).

5. For Paypal/Paypal-Smart - Click on the view invoice and that will open in a new tab, you will see the invoice details now, to download press Ctrl + P, save as PDF and choose the location to save the invoice.

6. For Stripe - Click on the view invoice and this will open another tab where you can download the invoice with one click.

1. If paid in USD - Click on the invoice image to download

2. If Paid in INR -  You will have buttons to download the invoice and receipt

Can I pay through any other way other than PayPal & Stripe?

No in general. Paypal & Stripe are our default payment gateways. 

How to get an Invoice?

If you are paying through Stripe, you will get an email with the invoice on successful payment completion. In case you need the invoice to be resent, you can raise a support request at Contact Us page

If you are paying through PayPal, you can raise a support request at Contact Us page