Sales and Billing FAQs

Q: What payment methods do you accept?

 

A: We accept payment via Credit/Debit card, PayPal, Amazon Pay, or Wire Transfer.

We accept the following credit cards:  Visa, MasterCard, American Express, Discover, JCB, and UnionPay.

Available payment methods vary by location.

Q: Why does ON1 charge VAT?

A: By law, we must charge VAT tax if you are purchasing in a region of the world that requires this tax to be applied. If you have a valid VAT ID, you may enter it during the checkout process if you are exempt from payment of the tax. Your VAT ID will be included on the invoice we provide upon purchase completion.

 

If you are unable to enter your VAT ID or GST ID at the time of the purchase, please visit www.questionacharge.com with your order reference / ID and your valid VAT ID or GST ID for a tax refund. VAT can be refunded within 30 days of a charge when a valid VAT ID is provided and the order is paid with credit/debit card, PayPal, or Amazon Payments.

 

 

Q: When will my credit card be charged? 

 

A: Your card will be charged immediately after completing a purchase on our website. This applies to all product purchases, ON1 Plus memberships, and pre-orders. 

 

 

Q: If I download the 14-day trial am I going to be charged? 

 

A: For most products, you will not be charged at the end of your trial. No credit card is required to download a 14-day trial of our desktop apps. However, if you have signed up for a trial of a subscription, you will be required to input your payment details before your subscription trial begins and you will be charged at the end of the trial subscription period. In the cart, and during the checkout process, you will see when your trial ends and when you will be charged.

 

 

Q: My credit card is being declined. How can I place an order?

 

A: Please make sure you are entering the correct information (billing address, card number, security code, expiration date). Please double-check the information before trying to submit the order again. If you need assistance, please contact Customer Service.

 

Subscriptions

Q: Does ON1 store any payment information?

A: If you purchase a monthly or annual subscription, we store your original payment method for the auto-renewal payment.

Q: Where can I update my payment method on file?

A: If you have purchased a subscription, you will be able to update your payment method from within your ON1 Account under Manage Memberships.  

Q: My subscription renewal payment was declined, what do I do? 

A: Upon renewal, if your credit card is declined for payment of your membership fee, you will have 14 days to provide us with a new credit card or updated PayPal account, or your membership will be canceled. If you provide us with a new or updated card and the transaction is successful, your membership renewal period will be based on the original renewal date and not the date of the successful transaction.

Q: How Do I Cancel My ON1 Plus Membership?

A: You may cancel your Plus membership at any time through your user account.

Q: How Do I Cancel the Automatic Payment on my ON1 Plus membership?

A: If you would like to cancel your next automatic renewal payment, simply cancel your ON1 Plus membership. You will still retain ON1 Plus member privileges until your membership expires. At the end of your membership period, you will not be billed for the next year.

Q: What if I decide to cancel my membership?

A: If you cancel, you will retain access and membership privileges through the duration of your membership period. At the end of your membership cycle, you will not be billed, and access will be revoked at that time. You may renew your membership at any time through your user account. Any software licenses and apps acquired during your membership will remain valid.

Refunds and Returns 

Q: What is your refund policy?

A: We offer a full money-back guarantee within 30 days of your purchase.