Credit card payment troubleshoot
There is a small charge on my card
Subscription details
I didn't receive a confirmation email
Is this a perpetual subscription?
What is the VAT number of Tresorit?
What happens when my subscription expires?
Storage upgrades
I've successfully upgraded my plan, but I can’t see the extra storage
When will my storage be available?
How much storage will I have if I purchase a Tresorit subscription?
Other
Where can I find the Terms of Service?
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 specific credit and debit cards (Visa, Master Card, and American Express).
If all details are correct and the issue persists, please contact our support team.
My card was charged twice
If you believe you have been charged twice, please check if one of the charges is not an authorization. An authorization hold is a banking practice that ensures that your card is valid and the necessary funds are available in your account before the order is charged.
If a bank authorization can be ruled out, please contact our support team, and we'll be happy to investigate the issue.
📝 Note: Never share your confidential data, like passwords and credit card details, with others. Our support team will never ask you for these details.
There is a small charge on my card
It may be an authorization hold, which is a banking practice that ensures your card is valid and the necessary funds are available in your account before an order is charged.
If a bank authorization can be ruled out, please contact our support team.
I didn’t receive a confirmation email
Please check your spam folder. If you still can't find the email, please contact our support team, who will be happy to take care of the case.
Is this a perpetual subscription?
Yes, you can choose between annual and monthly subscriptions. Subscriptions renew automatically, but you can cancel at any time. However, after the current month or year has been paid, we do not provide full or partial refund; you can use our service until the end of the paid period.
What is the VAT number of Tresorit?
Your invoice is issued by Tresorit AG (registration number CHE-349.825.210).
Where can I find my invoices?
Only subscription owners and members authorized by them can see and edit billing information. To access and download your invoices, go to your Admin Center and open the Billing tab.
Invoices will also be sent to you as attachments to payment confirmation emails. If the attachment is missing from the email, please contact our support team.
📝 Note: Please ensure all billing information is correct when registering. We fill out the invoices based on the data you provide.
What happens when my subscription expires?
When your subscription period expires, your account will automatically downgrade to a free Basic plan.
I’ve successfully upgraded my plan, but I can’t see the extra storage
Payment may take some time to process. Try restarting Tresorit, and if that doesn't fix the problem, sync a file from your computer (the upgraded plan should appear immediately after the first sync operation).
If your plan won't update, ensure your payment has not been canceled. 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 the confirmation message, upgrades will be accessible in a few minutes.
How much storage will I have if I purchase a Tresorit subscription?
The free Basic plan includes 3 GB of storage space. The storage expansion depends on which subscription you choose. For example, if you purchase a Personal Essential plan, your new storage capacity will be 1003 GB.
Where can I find the Terms of Service?
You can find it here.
Still have questions left? Drop us a line