FAQ: Billing, Subscriptions & Sites

[GL_Support]

Who handles your billing?

All billing for Guild Launch is done via PayPal subscriptions. Any modifications to the subscriptions need to be done on PayPal's site.

Does my subscription have to be active for the site to work?

No. Each subscription charge pays for the period following. If you order 3 months of service then technically you cancel the subscription the day after you order service and your site will remain upgraded until the subscription period ends in 3 months.

If my site goes back to ad-supported will I lose data?

You will not lose any data in forums, file storage or layout settings for 1 month after your service returns to ad-free. We will adjust that timing based on server capacity, but currently 1 month works for us.

This allows you a window in which to re-order service or a way to "pause" service and return to an active suscription later without having to set your site back up.

My Credit Card Changed with PayPal. What can I do?

Please try these steps to change the credit card or funding source for your PayPal subscription. Please let us know by email if you have any difficulties with it!

You can change the funding source of your Subscription by following the
steps below:

First log in to your PayPal account:

https://www.paypal.com

Now:

Part A. Adding or updating a credit card to your PayPal Account

To add a new credit card:

1. On the PayPal site, once you are logged in, click on the 'Profile' subtab
2. Choose the 'Credit Cards' link from the Financial Information column
3. If your subscription failed because you need to update your credit card
expiry date, you may be able to update it by clicking the 'Edit' button next to it.
4. Otherwise, add a new credit card, by clicking on the 'Add' button
5. Follow the on-screen instructions to add the new credit card to
your PayPal account

Part B. Updating your PayPal subscription to Guild Launch if you added a new credit card

6. On the PayPal, click on the 'History' subtab
7. Choose 'Subscriptions' from the drop-down menu
8. If you are looking for an annual subscription, change the "From" year to one year earlier.
9. Click the Search button
10. Find your Guild Launch the subscription and click on its "Details" link. If you are having trouble finding it, you can do an Advanced Search for email address: glinvoices@guildlaunch.com by clicking on the Advanced Search on the left side of the History page -- just make sure to check the dates you are searching on.
11. Under 'Subscription Funding Source' choose your new credit card from one of the drop-downs.

Note: If you remove your current credit card before adding the new one and changing the funding source on your subscription, then PayPal will cancel your Guild Launch subscription.

This does not necessarily create any immediate problems for you. What will happen is that you will continue to have upgraded service until the end of your billing cycle. For example, if you are normally billed on the 15th of the month and you change your credit card on the 22nd, you will see no impact until the 15th of the next month. At that time

you will receive a message from PayPal saying that the payment failed. This will cause the subscription to be cancelled. It will not cause loss of any information that you have on your site, but will remove the added functionality associated with your advanced membership. All you need to do is sign in to Guild Launch at that time and select the

Upgrade Option on your site or go to Admin and click Order Hosting on the left. You can also do this before the subscription ends. Upgrade your membership, creating a new subscription, and this will allow payments to be made from Paypal against the new credit card.

How do I Upgrade, Add Rapid Raid, or more storage to my subscription?

Your subscription tells our system that your plan is active. In order to upgrade you must first go to PayPal and cancel the current subscription. This does *not* remove your site and this will *not* cause your site to revert to ad-supported because your subscription will still have remaining time. So long as you establish a new subscription before that time runs out there will be no changes to your site whatsoever.

After you have canceled the current subscription go back to your Guild Site's Admin area and click on the Order Hosting link on the left. The order form on that page should show the current subscription status as canceled. If it doesn't then please wait a few minutes for PayPal to update our system. Once it changes to Canceled you can click the Upgrade Hosting button.

This will take you back through the order process with your current service level pre-selected. You can then make modifications to your subscription as you go through the order process. Continue on to PayPal and create the new subscription.

Any necessary prorating will be done during the order process and your site will be upgraded in about 10 minutes.

How do I cancel my subscription?

This is one of those questions we hope you never need an answer to, but here goes:

1. Go to your My User Page
2. Click the Subscriptions tab
3. Click the Cancel button on that page
4. Login to PayPal.
4. You will be presented with a list of all subscriptions you have with Guild Launch.
5. If you have multiple subscriptions look at the Item Name to make sure you are canceling the correct one.

OR

You can cancel your subscription through your PayPal history log.

Here's how:

1. Go to the PayPal website and log in to your account.
2. Click "History" at the top of the page.
3. Select "Subscriptions" from the Show menu.
4. Check the "From" box, then change the date to when your
subscription started.
5. Click "Search."
6. Click "Details" on the subscription you want to cancel. Be sure to
click the transaction titled "Subscription Creation" and not a payment
transaction.
7. Click "Cancel Subscription."

If your subscription period is over, the following cancellation message
will be posted "Subscription Completion." Additional subscription
payments will not be taken from your PayPal account unless you renew or
start a new subscription with a seller or service.

Here's more information:
* You must cancel the subscription at least one day before the
scheduled date of the next payment to avoid a charge.
* If you cancel a subscription on the day of a scheduled payment,
the payment might still be sent. Contact us at support@guildlaunch.com and we'll work it out.

I haven't used my site in months and forgot about the subscription!

In terms of forgetting the subscription our policies and PayPal's policies are extremely clear about the rebilling nature of the subscription. Refunds in these cases are entirely up to our discretion. However, we have a fairly liberal refund policy.

If you aren't using the service, then we'll work with you on a refund. So, shoot us an email to support@guildlaunch.com with your situation and we'll work it out. We do require that you cancel the subscription before receiving a refund for a payment because you aren't using the site any more, so if you cancel the subcription before contacting us we can resolve the matter more quickly. If the site shows low activity in our stats and the site is indeed unused then we will almost certainly refund the rebill.

The most important things is to contact us first before your credit card company or getting upset. We're nice people and we care about our customers. We'll work out something equitable.

[Sp8cdt2000]

I'm a member of a guild thats a free page, and I would like to Upgrade my guild's Website, can I do that as a member and how?
Thank you in advance

[GL_Support]

[Sp8cdt2000]

Thanks a bunch guy! b^_^d