Withdrawal / Refund request

Topic

Note for existing customers: "Questions before purchasing" is intended exclusively for new customers. Existing customers should please select another topic.

Account & customer portal

Affiliate program & partnerships

You can find information about the affiliate program here: Affiliate

Cancellation & withdrawal

You can find instructions on how to cancel your subscription here: Cancel subscription

Unfortunately, due to Mastercard and Visa’s regulations, a cancellation cannot be undone.

You can reactivate your license in our customer portal.
In the license details, you will find the section "License renewal" on the right with the button "Renew license".

Feedback & suggestions for improvement

Invoice & VAT ID

To update your billing address, please log in to the customer portal and open your invoice.

Click on "Edit business address" to update your details.

To save the invoice as a PDF, choose the browser option "Print" and then "Save as PDF".

Unfortunately, the country cannot be changed retroactively, as a new contract is required for tax reasons.

Please cancel your license and reactivate it afterwards to update your details for future invoices.

You can find more information here: Change VAT ID number

To change the VAT ID for future invoices, please send an email in English to help@paddle.com and include both the subscription ID and the new VAT ID.

For invoices that have already been issued, please also include the order number.

To save your invoice as a PDF, open it in your browser and select "Print", then "Save as PDF".

You can find the print option in the browser menu, via right click, or using the keyboard shortcut "Ctrl + P".

You can add your VAT ID to the invoice retroactively and will automatically receive a refund from Paddle after a short time.

The invoice will be corrected and will no longer show any VAT.

Please note that refunds are only possible within 60 days and that Paddle does not issue separate documents for the credit note.

You can find more information about VAT here: Adding VAT number

License

To block websites, log in to the customer portal.

Open the "Websites" tab in the license details and click the icon in the "Block" column.

Please remove the website first in the customer portal.
Afterwards, you can enter the license key again.

You can find instructions here: Error during licence registration – It is not possible to register another website with this license key.

Note for existing customers: To avoid creating a new account, please use the email address of your existing account when making a purchase.

You can purchase an additional license here: Prices

You can reactivate your license through our customer portal.

In the license details, you will find the "License renewal" section on the right with the "Renew license" button.

You can upgrade your license through our customer portal.

In the license details, select the "Upgrades" tab at the top and choose the desired license upgrade.

The remaining term of your current license will be credited and the new term will start on the day of the upgrade.

Order processing & payment

A common reason for failed payments is that the credit card is not authorized for international payments.
Our reseller Paddle is based in the UK and is therefore not part of the EU.

Please contact your bank for further information and to have your card enabled if necessary.

You can find instructions on how update your payment method here: Update payment method

Questions before purchase

We provide free licenses to non profit organizations and NGOs that support people, nature, or animals. Sports or music clubs do not meet these requirements.

Unfortunately, payment by direct debit, bank transfer, or purchase on invoice is not available.

Payment can only be made using a credit card, PayPal, Apple Pay, or Google Pay.

Technical support

Product

Email address

We only process enquiries sent from the email address provided.
Responses from other addresses will create new tickets and will be closed.
Please do not change your email address during a ticket.

ATTENTION: Email addresses from @hotmail, @live, @outlook often block or mark our emails as spam!
If possible, do not use such an email address.

ATTENTION: Please ensure that you reply using your @gmail.com address (not @googlemail.com), as otherwise we will unfortunately not be able to see your reply in the ticket.

ATTENTION: Please ensure that you reply using your @googlemail.com address (not @gmail.com), as otherwise we will unfortunately not be able to see your reply in the ticket.

First name

Website/URL

URL incl. the specification https:// - In case of problems, please enter the exact URL of the page on which the problem can be seen.

Order number or license key

Order Number: Two blocks of digits (e.g. 12345678-123456789)
License Key: Letters and numbers, consisting of 2–3 blocks (e.g. A12BC3D4-E56)

Message

Please enter the code using the "Secure Support Notes" feature in our customer portal. Then copy the displayed sentence using the button to the left and send it back to us. Your message must not contain any code examples. Messages containing code will be closed.

Upload file

Drag & Drop Files, Choose Files to Upload You can upload up to 5 files.

You can upload screenshots here. Please note that only .jpg and .png files are allowed. Please resize the files beforehand, e.g. via https://tinypng.com/ (you can resize jpg and png files here). Your file must be under 1 MB.

GDPR agreement

I agree that my data will be stored on this website so that you can respond to my request. To the privacy policy.

Withdrawal / Refund request

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