Purchase FAQ - EurekaLog Documentation

1.	Can you give me a quote or MSRP on your product? What about a discount?

2.	Can you give me an invoice for the purchase?

3.	Can I make a purchase with PayPal (WebMoney, AliPay, etc.)? What payment methods do you support?

4.	Can I make a purchase in my local currency?

5.	What are your conversion rates?

6.	Are there any local resellers that sell EurekaLog?

7.	Why am I being charged with VAT?

8.	I have specified incorrect billing details. Can you fix it and send me a new invoice? Refund charged VAT?

9.	Why was I charged an amount different from the invoice?

10.	I have purchased EurekaLog. However, my installed EurekaLog still reports itself as "Trial".

11.	I have purchased EurekaLog. Where do I download a purchased version?

12.	What is my password for web-site? I tried to use the provided license and it did not work.

13.	Your installer keeps saying that my purchased license is invalid.

14.	How do I make a refund / money-back?

15.	My question is not listed in this FAQ?

Question: Can you give me a quote or MSRP on your product? What about a discount?

Answer: All pricing and payment options are found on our web-site here: https://www.eurekalog.com/buy.php If you are already a customer - please, log in to your account here: https://www.eurekalog.com/login.php (see also: what if my password for web-site?) - to see available discounts and upgrade options.

We have no means to issue formal quotes. Our prices depend on the Neos Eureka S.r.l. products that the customer already owns. Pricing and payment options for new and existing customers are found on our web site. The prices are automatically adjusted to reflect any discount that the customer is eligible for.

However, our prices are fixed (in EUR) and will not change in foreseeable future. Our prices are set in EURs (Euros). Please note that we can not guarantee that prices in non-EUR currencies will remain the same. If you want a price guarantee - use EUR to pay.

Note: If you are a reseller wishing to purchase license or upgrade for another customer - then log in to your secure reseller portal using the credentials we sent to you. If you are a new reseller or if you lost/forgot your login/password - please, contact our support to set up a reseller account for you.

Question: Can you give me an invoice for the purchase?

Answer: We are using Paddle as our payment processor. Paddle will send you a confirmation e-mail with the tax invoice - once you made a purchase from us. If you do not see this e-mail - check your spam folder. Paddle is a Merchant of Record, which means the tax invoice will contain Paddle billing information.

If you still don't see the e-mail - you can view invoice from your customer's control panel. Log in to your account (see also: what if my password for web-site?). And click on "View payment history" link:

Viewing payment history

Invoice URL

See also: Paddle FAQ.

Question: Can I make a purchase with PayPal (AliPay, etc.)? What payment methods do you support?

Answer: Yes. We are using Paddle as our payment processor. Paddle offers a variety of payment options, including cards, digital wallets (Apple Pay, Google Pay, etc.), PayPal, and more.

Please note that available payment methods depend on country and currency.

See also: Paddle FAQ.

Note: if you are a reseller - you may see less options.

Question: Can I make a purchase in my local currency?

Answer: Yes. We are using Paddle as our payment processor. Paddle supports a wide range of currencies. Our prices are set in EUR (Euros). If you select any other currency - price will be converted to the selected currency by Paddle.

See also: Paddle FAQ.

Note: if you are a reseller - you can only purchase in EUR.

Question: What are your conversion rates?

Answer: Our prices are set in EURs (Euros). Our prices are fixed and will not change. However, we can not guarantee that prices in non-EUR currencies will remain the same. If you want a price guarantee - use EUR to pay.

We are using Paddle as our payment processor. Paddle's pricing is very competitive. In addition, Paddle shows an accurate (exact) price at checkout.

Please note that you can select currency in which you want to pay.

See also: Paddle FAQ.

Note: if you are a reseller - you can only purchase in EUR.

Question: Are there any local resellers that sell EurekaLog?

Answer: Yes, we have several world-wide resellers. Please, contact reseller for pricing and available options. If you want to change or upgrade your existing license - don't forget to provide your license serial number. Alternatively, you may provide a e-mail on which your license is registered.

Note: if you are a reseller and want to be added to this list - contact our support.

Question: Why am I being charged with VAT / tax?

Answer: VAT (Value Added Tax) is a form of sales tax that may be applied to a transaction when you reside in the European Union and is collected by the appropriate tax authorities in accordance with EU regulations. Other countries may have a similar local tax (GST, GCT, IVA, moms, etc).

If you are purchasing as a company and/or have valid tax ID (VAT ID/VATIN) - you can enter your tax ID during purchase to get tax reduction:

Tax accounting during checkout

Ensure you have selected the correct country and currency.

If you have entered the correct tax ID - you should get a tax reduction. If you did not enter a valid tax ID - you may get an added tax:

Checkout when no tax ID is specified: tax added

Ensure there is no tax included when you purchase from us as a company with a valid tax ID!

See also: Paddle FAQ.

Question: I have specified incorrect billing details. Can you fix it and send me a new invoice? Refund charged VAT?

Answer: A purchase transaction becomes a legal record after a purchase so you can't make changes to it.

However, if you have entered incorrect information (e.g. made a typo, forgot something, entered old/obsolete info, etc.) - this can be fixed. We are using Paddle as our payment processor. We have no control over transactions, but Paddle's support will be happy to help you. You can contact Paddle for purchase support here. Be sure to include transaction ID and all/exact details that you need to change. If you forgot to specify your VATID - you can ask Paddle for a VAT refund. Paddle won't be able to remove VAT from the already issued invoice, but Paddle will be able to provide you a VAT refund proof.

See also: Paddle FAQ.

Question: Why was I charged an amount different from the invoice?

Answer: You are charged the amount displayed on your invoice. However, there are cases in which your card issuer will charge you an additional fee, such as a currency conversion fee. Contact your card issuer for further assistance.

See also: Paddle FAQ.

Question: I have purchased EurekaLog. However, my installed EurekaLog still reports itself as "Trial".

Answer: Trial edition of EurekaLog is used only for evaluation. It can not be converted to fully functional edition. You need to uninstall Trial edition of EurekaLog and install full edition (Professional or Enterprise).

Question: I have purchased EurekaLog. Where do I download a purchased version?

Answer: You should be redirected to customer's control panel immediately after purchase. Or you can access your control panel at any time at this address: https://www.eurekalog.com/login.php (see also: what if my password for web-site?). Once logged in - expand your license and pick installer that you want to install.

Downloading EurekaLog installers

Question: What is my password for web-site? I tried to use the provided license and it did not work.

Answer: License serial number is not your password for our web-site. When you make your first purchase on our web-site - you immediately receive the following e-mail:

We have created a new account for you on our web site.

Your credentials are:

Password: your-actual-password

You can log into your account here: https://www.eurekalog.com/login.php

Please, save password information in a safe place, and delete this e-mail.

Note: your license serial number is not your password!

•	If you didn't receive the notification e-mail with your password - check you spam folder (e-mail client or server). It's a good idea to add @eurekalog.com to your white-list for e-mail applications;

•	If you still don't see this e-mail - it is probably because you already have account on our web-site (in other words: you just made a second purchase for the same e-mail address). If this is the case - you should already have login and password information;

•	If you know your login (e-mail) and forgot your password - just use "Reset password" function;

•	If you don't know your login, or if you're unable to resolve your problems - please ask our sales department to reset your password. Provide as much details about your purchase as possible.

Note: you can log in here: https://www.eurekalog.com/login.php

Question: Your installer keeps saying that my purchased license is invalid.

Answer: Do not enter your license's serial number in the installer - it will not work.

License's serial number can NOT be used as license installation key

The easiest way is obtaining license installation key automatically: just enter your login credentials (e-mail / password pair) for our web-site and click "Next". These are the same credentials that you are using to log in to your control panel on our web-site.

Obtaining license automatically

Installer will connect to our web-site and automatically obtain a new license installation key from a suitable license. You can continue with installation as usual. Of course, this option requires you to have a live internet connection during installation.

Question: How do I make a refund / money-back?

Answer: Please, contact our support and provide any purchase details that you have. If you are eligible for 60-days money-back - you do not need to provider anything else, except your explicit request. For any other cases - please, provide a detailed explanation of your request.

Question: My question is not listed in this FAQ?

Answer: Take a look at our video tutorials, another FAQ sections, "How to" section, Paddle FAQ, or contact our support.

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Build date: 2024-12-19
Last edited: 2024-12-11

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Permanent link to this article: https://www.eurekalog.com/help/eurekalog/faq_purchase.php

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