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FAQ
Sign-up

Are billing information required on sign-up?

Absolutely not. When you sign-up you are assigned by default with a free plan, providing enough resources to evaluate the platform and even to create some small applications with limited requirements (e.g. less than 1000 database objects) for either personal or commercial use.  And if you have an invitation voucher, you are also awarded with a complimentary virtual credit to freely evaluate any paid plan (see “Can I evaluate paid plans before paying?” for more information).
Free accounts

Do free accounts expire?

You can enjoy your free account forever, provided that you sign in at least once every 60 days.  If you don’t sign in for 30 days in a row we start sending  you a reminder email every week, and if you still don’t sign in the next 30 days we permanently delete your account (along with all your cloudlets and the data they contain) as part of our periodic platform-cleaning procedures.

May I have multiple free accounts?

Yes, as long as you provide different usernames and email addresses. And of course you can have multiple paid accounts as well.

What if I need more resources ?

You might want to upgrade to a paid plan. You can choose among several paid plans, each one providing you a pre-defined set of resources (database objects, file storage, monthly traffic, etc.). If you have special needs, you can extend any paid plan with one or more extension packs providing additional quantities of the specific types of resource you need more of (e.g. database objects).

Can I evaluate paid plans before paying?

If you have an invitation voucher, you can enter its code on registration and get awarded with an initial virtual credit. The virtual credit can be freely used to upgrade you subscription (by upgrading your plan and optionally subscribe extension packs) without paying anything and without even providing any billing information,  as long as your remaining credit entirely covers the amount you have to pay.  Please note in no case unused virtual credit is refunded as real money when you cancel your subscription.
Billing

How does billing work for paid plans?

The monthly fee for each month is paid in advance on the first day of that month. You cannot pay multiple months or one year in advance, at the moment.
When you upgrade from the free plan to a paid one, we charge pro-rata for the period until the end of the current month (a one-off payment), and then we charge the full monthly fee on the first day of each month (recurring payments).

For instance, if you upgrade to a 100€/month paid plan on March 15, we contextually charge 50€ (half the monthly fee) for the period from March 15th to March 31st, and then we charge 100€ (the full monthly fee) on April 1st, May 1st, and so on until you change or cancel your subscription.

What payment methods are accepted?

PayPal, and any credit card supported by PayPal (Visa, MasterCard, Discover, American Express).

Can I cancel my subscription at any time?

You can disable the automatic renewal of your subscription at any time, and in that case your account is automatically suspended at the end of the last month you paid for.
Please note that, due to technical reasons, you might not be allowed to change your subscription details in the three days before/after the renewal date, which is first day of each month. So if March is the last month you want to pay, for instance, make sure to cancel your subscription on any day from March 4th to March 28th.

If you disable the automatic renewal of your subscription on March 15th, for instance, your account is suspended on March 31st. All the services you paid for on your last renewal (March 1st) will stay active until March 31st, and then they will be stopped.

Suspending your account does not immediately delete all the information associated to it, but it prevents you from accessing your Dashboard, managing your Cloudlets and downloading their engines and databases. Also all your Cloudlets are stopped so their members are not able to access their applications and databases.
Please note that suspended accounts are permanently deleted after a short time unless you reactivate them. See “What happens once my account has been suspended?” for more information in this.

Can I upgrade my subscription at any time?

Yes, except for a few days immediately before/after the renewal date (see “Can I cancel my subscription at any time?”). 
When you upgrade to a more expensive plan (or extend your current plan by subscribing one or more extension packs) we contextually charge the difference, pro-rata for the period until the end of the current month (a one-off payment), and then we charge the new (increased) monthly fee on the first day of each month (recurring payments).

For instance, if you upgrade on March 15th from a 100€/month to a 200€/month paid plan, you are immediately charged 50€ (half the increase in the monthly fee) for the period from March 15th to March 31st, and then you are charged 200€ (the new monthly fee) on April 1st, May 1st, and so on until you change or cancel your subscription.

Can I downgrade my subscription at any time?

Yes, except for a few days immediately before/after the renewal date (see “Can I cancel my subscription at any time?”).  And we give you a virtual credit for the pre-paid services you have prematurely cancelled, which is automatically subtracted for the following bills.

When you downgrade to a less expensive plan (or downsize your current plan by canceling one or more extension packs) we give you a virtual (non-refundable, non-transferrable) credit worth the difference between your original plan and the new (cheaper) one, pro-rata for the period until the end of the current month.

For instance, if you downgrade on March 15th from a 200€/month to a 100€/month paid plan, you get a 50€ virtual credit (half the decrease in the monthly fee) for the period from March 15th to March 31st, which is automatically subtracted from your April’s bill, so that on April 1st you are charged 50€ instead of 100€ (the new monthly fee).

If your virtual credit is bigger than your next bill, you just don’t pay that bill (you get a 0€ invoice) and any remaining credit is subtracted from the following ones.
If you downgrade to the free plan, you still get a virtual credit that you can use later, should you decide to upgrade back to a paid plan. Please note in no case unused virtual credit is refunded as real money when you cancel your subscription.

Do you issue invoices?

We do not issue invoices as long as your account is free. We start issuing invoices the first time we charge you some money, which happens when you upgrade from the free plan to a paid one. If you have been granted some complimentary virtual credit on registration (see “Can I evaluate paid plans before paying?”), however, we actually start issuing invoices when the remaining credit does not entirely cover the amount you have to pay.

Starting from your first payment, we issue an international invoice (including VAT when applicable) for every payment you make (even if the paid amount is 0€ due to some credit you previous had).  Please note that we stop issuing invoices if you downgrade from a paid plan to the free one.

In the “My Account” section of our web portal you can find one sub-section for the orders you have submitted (e.g. each time you upgrade/downgrade your plan or add/remove an extension pack) and another sub-section for the invoices that we have issued.  Invoices can be related to one-off payments (in which case they are related to a specific order) or to a recurring payment.

What if my payment method fails?

If we fail to charge a one-off payment, as when you upgrade your plan (see “Can I upgrade my subscription at any time?”), the corresponding transaction is aborted and your plan is not upgraded.

On the first day of each month (due-date), for each customer with a paid plan we check on PayPal the successful payment of the subscription fee for that month. If PayPal does not confirm the payment, we check again once a day for 9 days in a row. Starting from the 4th day we also send you a daily warning email suggesting you to update the payment method configured on your account. On the 10th day, if no payment is confirmed yet by PayPal, we suspend your account.

For instance, if your credit card expires on February 18 and you don’t configure your account with an alternative payment method, the first recurring payment fails on March 1st and we start sending you a daily warning email on March 4th. On March 10th we suspend your account.

Suspending your account does not immediately delete all the information related to it, but it prevents you from accessing your Dashboard, managing your Cloudlets and downloading their engines and databases. Also all your Cloudlets are stopped so their members are not able to access their applications and databases.

Please note that suspended accounts are permanently deleted after a short time unless you reactivate them. See “What happens once my account has been suspended?” for more information.

What happens once my account has been suspended?

Your account can be suspended if you have a paid subscription plan and either you have disabled the automatic renewal of your subscription (see “Can I cancel my subscription at any time?”) or your recurring payment has failed (see “What if my payment method fails?”).

No matter why your account has been suspended, you have 30 days (from the suspension date) to reactivate it by logging on our portal and updating your account settings, in the “My Account” section.  We send you one email warning about that.

If you let these 30 days expire without reactivating your account, on the 31st day from suspension your account is permanently (unrecoverably) deleted along with all your cloudlets and any information they contain. This means that the members, i.e. the final users, of your Cloudlets will irreparably lose all the data they have stored in your Cloudlets, although you might of course have previously downloaded an up-to-date copy of their databases.
If instead you do reactivate your account, you are contextually charged for a period starting from when your account has been suspended to the end of the current month. No refunds are given for the period during which your account has been suspended.

For instance, if your recurring payment fails on March 1st and as a consequence your account is suspended on March 10th, you can reactivate it until April 9th (i.e. within 30 days from suspension). If you reactivate your account on April 5th by providing a valid payment method, you are contextually charged for the whole period starting from March 1st until April 30th (two full monthly fees). If you don’t reactivate your account by April 9th, it is permanently deleted (along with all your cloudlets and the information they contain) on April 10th.

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