Frequently Asked Questions
Billing Support
- When will I be billed for my membership plan?
To make it easy to remember, your credit card or PayPal account will be charged on the day you activate your account and on the same date each subsequent month. If your billing date falls at the end of the month, you may occasionally notice that your billing date is a few days before or after your usual date. Your billing date is subject to change in the event of an upgrade, downgrade or renewal.
- How do I cancel my service?
Paying with a credit card?You can cancel your service by logging into your account on the website (located on the top right hand side of the page) or from the ‘Account’ tab in the Graboid application. Under ‘Payment History’, click ‘Cancel’ on your active subscription and follow the prompts to confirm cancellation.
Paying via PayPal?: If you pay with PayPal, you will need to log into your PayPal account at www.paypal.com. Under ‘My Account’, click ‘History’. Locate your most recent ‘Subscription Creation To’ for Graboid and click on the ‘Details’ link for that payment. At the bottom of the page, click ‘Cancel Subscription’ and follow the remaining prompts. PayPal will send you an email to confirm that your subscription has been cancelled.
- How do I get a refund?
Graboid offers a free trial so that all users have a chance to try out the service before committing to a membership. For this reason, it is not our policy to offer refunds on premium subscriptions, as indicated in the terms of service on our site.
- How do I renew my subscription early?
You can renew your subscription early by logging into your account on the website (located in the top right hand corner) or by clicking the ‘Account’ tab in the Graboid application. In the ‘Membership Type’ drop down menu, select the subscription of your choice and complete the remaining steps.
Note: Renewing your subscription will automatically reset your MBs to the new allotted amount for the renewed subscription and any unused bandwidth will not be carried over. Make sure you use up your bandwidth before renewing your subscription so that you don’t lose out on any bandwidth you have already paid for!
- How do I downgrade my subscription?
To downgrade your subscription, you will need to cancel your current plan and activate the lower plan of your choice.
Paying a credit card?Log in to the Graboid application, click on the ‘Account’ tab, and click ‘Cancel’ under the ‘Payment History’ section.
Paying via PayPal?You will need to cancel the Graboid billing agreement within PayPal to ensure that there is no duplicate billing. Once cancelled you will receive an email from PayPal confirming your account has been cancelled successfully.
Note: Once your account is cancelled, you will still have access to your remaining bandwidth until your account expires at the end of the billing period. However, any unused bandwidth from your old account will not carry over into your new subscription
- I want to pay with PayPal, but I don’t see the option.
Unfortunately, PayPal is only available for members who purchase a Graboid Family membership. If you are signing up for a Graboid Complete plan, you will have to make your payments using a credit card.
- I’m getting an AVS error. What does that mean?
An AVS error means that the billing address you entered does not exactly match the address associated with the credit card you provided. If the address you are entering is an exact match and you continue to receive this error, please contact your financial institution to confirm the information they have on file.
- How do I see my billing history?
To review your billing history, log in to your account on the website (located in the top right hand corner) or log into the Graboid application and click on the ‘Account’ tab. You can find your most recent billing activity at the bottom of the page under ‘Payment History’.
