Billing questions
The billing questions we’re asked most, with the answer and what to do. Anything else, ask the billing team.
What you pay
VAT
VAT isn’t charged on this service, so the price you see is the price you pay.
Bigger plans
Our largest plan is 20 connections. For more, we can set up a private VPN server; ask for a quote.
Payment date or billing cycle
Tell the billing team which date you’d like, and whether you also want a different cycle, such as monthly to yearly. It applies from your next billing period.
When something looks wrong
A payment looks wrong
Check the payment against the invoices on your client area dashboard, then tell the billing team with the date and amount and we’ll look into it.
Paid but no account
If sign-up didn’t finish, no account was created and any payment hold is released by your bank shortly. Sign up again; the account is created as soon as the payment completes.
Old PayPal subscription
We’ve retired our old PayPal subscriptions. Pay your next invoice in the client area with PayPal or a card: that sets you up on the new, fully automatic payments.
Chargebacks
Please talk to us first; we’d much rather sort any problem out directly. A reversed payment makes the invoice unpaid again, and our payment terms set out the fees if a chargeback is found in our favour.
Affiliate payouts
Affiliate payouts are requested in the client area’s affiliate section, with no need for a ticket, once you have at least £25 cleared. Choose account credit, PayPal or bank transfer. About the affiliate programme.
Frequently asked
Can I get an invoice for my payment?
Yes. Your invoices are on the client area dashboard; open one and choose Download.
Do you offer discounts?
Longer terms cost less per month, and you can earn money back by referring people through the affiliate programme.