Tresorit payment FAQ – Tresorit Knowledge Base

Credit card payment troubleshoot

My credit card was declined

First, check your card details! It may have expired or you may have mistyped the card number or the CSC code. We accept only certain credit and debit cards (Visa, Master Card and American Express / AMEX).

If all details are correct and the issue still persists, please contact our support team.

I think my card was charged twice

If you think you have been charged twice, please check if the second charge is not an authorization. Authorization hold is a banking practice which ensures that your card is valid and the necessary funds are available in your account before the order is charged. The hold will fall off if the order is cancelled and will not result in a charge.

If a bank authorization can be ruled out, please contact our support team and we'll happily investigate the issue.

📝 Note: You should never share your confidential data, like passwords and credit card details, with others. Our support agents will never ask you for these details.

There is a small charge on my card

It might be an authorization hold. This is a banking practice which ensures that your card is valid, and the necessary funds are available in your account before the order is charged. The hold will fall off if the order is cancelled and will not result in a charge.

If a bank authorization can be ruled out, please contact our support team and we'll happily investigate the issue.

I didn’t receive a confirmation email

Please check your spam folder. If you still can’t find the email there, please contact our support team, they will happily investigate the issue.

Is this a perpetual subscription?

Yes, you can choose between yearly and monthly plans and they will be renewed automatically. You can cancel your subscription at any time. Once the current month or year has been paid, we do not provide refunds or partial refunds and the service should be continued until the end of the month/year depending on the period you have paid for.

What's the VAT number of Tresorit?

Your invoice will be issued by Tresorit AG (registration number CHE-349.825.210).

Where can I find my invoices?

You need a subscription owner permission to see and edit billing details. To access and download invoices, head to your Admin Center and open the Billing tab.

We also e-mail you the invoices as an attachment in payment confirmation emails. If the attachment is missing from the email, please contact our support team.

📝 Note: When signing up, make sure that all billing data is correct. Your invoice will be filled out based on the data you provide.

What happens when my subscription expires?

Tresorit will reset your account to any other plans you had before, including the all-time free plan and any promotion extras.

I’ve successfully upgraded my plan, but can’t see the extra storage

It may take a while to process your payment. Try restarting Tresorit and if that doesn’t solve the problem, sync a file from your computer. Your upgraded plan should be displayed right after the first sync action you take.

If your plan still didn’t refresh, make sure that your payment was not cancelled. If you were charged, but it still doesn’t work after a day, please contact our support team.

When will my storage be available?

After receiving your confirmation message, upgrades will be accessible in a few minutes.

How much storage will I have if I purchase a Tresorit Premium plan?

When purchasing Tresorit Premium, you will receive 500 gigabytes of additional storage space to your previous free plan, including the basic 3 GB and any promotions or discounts. So, if you had 16 GB before, your account will be upgraded to 516 gigabytes total storage.

Where can I find the terms of use?

You can find it here.

I have a different question

Contact our support team, they will gladly answer it!

Still have questions left? Check out our Getting Started PDF guide or drop us a line