Sophos Cloud online payments FAQ

  • N.º del artículo: 120040
  • Actualizado: 22 oct 2014

This article provides a number of frequently asked questions regarding making payments in Sophos Cloud.  For a more general Sophos Cloud FAQ see article 119598.

Applies to the following Sophos product(s) and version(s)


Sophos Cloud

What is billing in Sophos Cloud?

Billing offers the ability to purchase a monthly subscription to Sophos Cloud features for a given number of users.  The number of users covered by the licence can be changed by the administrator at any time.

Which countries can use online billing?

Currently online billing is available for customers in the UK, US and Canada.  Payment will be taken in either GBP or USD.  We will extend this over time.

How will changing the number of licensed users affect my monthly payment?

As you can increase or decrease the number of users, the monthly cost may change.  A prorated cost to change for the remainder of the current month and a new monthly recurring amount will be displayed at this time.

If the licence change results in credit, this will be held on account and used for future scheduled payments.

How do I cancel my subscription?

To cancel a subscription please contact Sophos on one of the numbers below and choose the option for "Customer care":

  • North America: 1-888-767-4679
  • United Kingdom: +44 (0) 1235 559933

For other regions, please contact your local office.

Can I view information on the subscription that I purchased?

You can see the features you have purchased under the 'Account' - 'Administration' menu. Under the 'Billing' menu item you can see previous statements.

What happens if my credit card expires or my credit card number has changed?

In order to prevent such as situation occurring, Sophos will send you a reminder email 30 days and 15 days in advance of your card expiring.  You can manage your cards at any time under the 'Payment Methods' option.  Should a scheduled payment be declined we will notify you by email in order to correct your payment details.  We will attempt to retry 3 times over a period of 5 days before deactivating your account.

What happens if my contact information changes?

All contact details can be changed in Sophos Cloud under the 'Account' - 'Contact Details' menu option.

How quickly will you process my payments?

Payments will be processed instantly but may take a few days to appear on your card statement.

Is there a charge for using a credit card over a debit card?

There is no charge for using a credit card over a debit card.

Why was my card declined?

There are potentially many reasons that your card may have been declined.  In addition to double checking the card details entered and checking with your card provider, you may wish to try another card.  If you still believe the problem to be with our systems please contact Sophos on one of the numbers below and choose the option for "Customer care":

  • North America: 1-888-767-4679
  • United Kingdom: +44 (0) 1235 559933

For other regions, please contact your local office. Please make a note of any error message displayed when failing to make a purchase.

What payment options does Sophos Cloud accept?

Sophos Cloud only accepts Visa and Mastercard at this time.

How will the Sophos Cloud purchase appear on my card statements?

Transactions will appear on your card statements with the description: 'SOPHOS'.

Can I switch between term licencing and subscription billing?

This is not possible at the current time.  

Which Sophos Cloud Administrators can view statements and make changes to subscriptions details?

All Sophos Cloud administrators have access to billing information.

Why do I see escaped characters in the payment form?

Please see article 120110 for more information.

I have a question which has not been answered by the FAQ's. What do I do?

If you need assistance, please contact Sophos on one of the numbers below and choose the option for "Customer care":

  • North America: 1-888-767-4679
  • United Kingdom: +44 (0) 1235 559933

For other regions, please contact your local office.

 
Si necesita más ayuda, póngase en contacto con soporte técnico.

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