CCTV Design Tool: FAQ

If your payment for a subscription or premium license has been confirmed by your bank, but your CCTV Design Tool account remains inactive, unrenewed, or still displays 'Free Version' (or premium features are not active), please follow these steps:

1. Allow time for processing: It may take a few minutes for the system to update your status. If your subscription status does not update within 30 minutes (or a few hours for 'pending' status), proceed to the next steps.
2. Log out and log back in/Refresh: Try restarting the application, refreshing your browser, or simply logging out and logging back in.
3. Verify Account & Status: Ensure you are logged in with the exact email address used for the purchase, as your subscription is tied to that specific account. Also, check your account's subscription history or 'Billing' section to review your current subscription status and renewal date. Your premium access might have expired, or for team/organization accounts, ensure your user account has been assigned to an active license.
4. Check payment status/history & 'Payment Failed' emails: Review your account's purchase records. Also, check your inbox (including spam/junk folders) for any 'Payment Failed' emails from our payment processor (Lemon Squeezy, Stripe, PayPal). These emails usually contain a link to update your payment information or retry payment.
5. Contact Support: If the issue persists, contact our support team at contact us immediately. To expedite the resolution, please include:

• The email address linked to your CCTV Design Tool account (and the email used for payment if different).
• Any error messages, watermarks, or screenshots received during the payment process or seen in the application.
• Proof of payment/transaction confirmation from your bank or payment provider (e.g., order number, transaction ID, screenshot of charge, ensuring sensitive info is redacted), and specify if you were charged multiple times or if payment was 'stuck'.

Our support team will investigate the issue with our payment provider (Lemon Squeezy), process any necessary refunds, and ensure your subscription status is correctly updated. We may temporarily extend your subscription to ensure uninterrupted service while the problem is being resolved.

For users located outside of Europe, our licenses are sold through our payment intermediary, Lemon Squeezy. They are the official vendor responsible for processing payments and issuing invoices. Your finance department should register Lemon Squeezy as the vendor. For any specific vendor details or documentation required, or if your company requires specific information (such as our official address, contact details, or tax ID) to register CCTV Design Tool directly, please contact our sales or support team at contact us. We can provide you with the necessary documentation or fill out any required forms to facilitate your company's procurement process. You can contact Lemon Squeezy directly at hello@lemonsqueezy.com for their specific vendor details.

Upgrading your account to the Enterprise tier is free of charge. You only pay for additional user licenses, which are priced at $72 per user. Quantity discounts are available for purchases of 5 or more licenses.

If you encounter an unexpected refund, believe you have been incorrectly charged (e.g., double payment, or charged after cancellation), or need to address a billing error, please contact our support team immediately at contact us. Provide all relevant details, including the date, amount, and any invoice or transaction IDs. If your subscription cancellation appears to have failed and you were charged unexpectedly, please forward the payment confirmation email you received from our payment provider (Lemon Squeezy) to us. If you see a double payment on your bank statement but only one active subscription, one charge might be a temporary hold, linked to a different account, or a payment processing issue. Providing screenshots of your bank statement and any other email addresses potentially used will help us investigate. We will investigate the matter with our payment provider (Lemon Squeezy) to determine the cause, ensure your subscription is cancelled if applicable, and assist in resolving it.

Regarding our money-back guarantee or cancellation policy, if you are not satisfied with your purchase, or to request a refund, please contact our support team to discuss your concerns. We are here to help.

Yes, a Premium account is designed for a single user. If you need to add multiple users, we recommend considering an upgrade to an Enterprise plan, which offers volume discounts for multiple licenses. You can typically initiate this upgrade from your user panel.

To switch from a monthly to an annual subscription, you must first cancel your current monthly plan. Once your monthly subscription is canceled, you will then be able to purchase the annual plan.

No, pausing your subscription will not result in losing access to your account or saved projects. You will retain access to your account, but certain premium features will be unavailable during the pause period. Your account remains active for at least a year after your last login. After this period, you will receive a reminder, and the account will be deleted after an additional 30 days if there's no activity.

Yes, you can purchase a premium subscription for a single month. If you only need it for a short period, remember to cancel the subscription after your purchase to prevent automatic renewal.

Subscriptions are set to auto-renew by default unless explicitly cancelled. To view your current subscription status, purchase history, or to change your subscription settings (including canceling auto-renewal and avoiding further charges), you can do so at any time by navigating to 'User > Profile' within the application. Additionally, our payment operator, Lemon Squeezy, sends an email with a direct link to your subscription center, where you can easily manage your subscription preferences and cancel auto-renewal. You can cancel monthly subscriptions at any time, as there is no annual commitment required for monthly payment plans. If you do not see a cancellation option in your profile, it is likely because your current plan (e.g., an annual plan) is not set for automatic renewal, and your premium access will simply expire at the end of your current subscription period without needing action from your side. If you encounter any difficulties or prefer assistance, our support team can handle the cancellation for you. If you still require assistance, please contact our support team.

We offer trial periods for users who wish to evaluate the full potential of our software, especially for professional use. Please contact our support team to inquire about arranging a trial access.

Charges for your subscription or purchase of the CCTV Design Tool will appear on your bank statement under the name of our payment processor, Lemon Squeezy. We use Lemon Squeezy because they are part of the Stripe ecosystem and manage global tax compliance, which simplifies international transactions for our users. If you see a charge from 'Lemon Squeezy,' it is a legitimate transaction related to your use of our application.

To purchase a subscription, license, or upgrade your plan (e.g., to Premium, Professional, or to exit demo mode), you have a few options:

1. Via User Profile: Log in to the application and navigate to 'User' > 'Profile' (usually found in the left-hand navigation bar). You will typically find an option labeled 'New Order' or a dedicated button to purchase a license. Follow the on-screen instructions to select your desired plan (e.g., monthly, annual, Premium) and complete the payment process via our payment provider.
2. Through Feature Prompts: If you are using a trial plan, the free version, or demo mode, attempting to use premium features (e.g., adding more than three cameras to a project, or adding specific device types like 'Other') may trigger a pop-up window or prompt guiding you to select and purchase a subscription plan.