Multi-Seat Subscriptions: Manage Overdue Payments and Account Blocking

On the subscription management portal at manage.techsmith.com, you can purchase and manage a multi-seat subscription for these products:

 

If you placed an order (ex. purchased a product) at manage.techsmith.com, but your payment was not received in time, you can see a hint about an overdue payment. For more details, see the Why Is My Payment Overdue section in this article.
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Also, an email reminder is sent to your billing email address with the attached invoice. Use the instructions in the invoice to make the payment via a check or wire transfer. Alternatively, you can make the payment using a credit card. For more details, see the Pay an Overdue Invoice with Credit Card section in this article.

 

Please make the payment as soon as possible. Otherwise, your account may be blocked, and access to the unpaid product may be removed. For more details, see the What If My Account Is Blocked and What If Product Access Is Removed sections in this article.
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Depending on your payment method—credit card or purchase order (check or wire transfer)—a payment may be overdue in different cases.

 

To learn more, choose one of the following:

If you place a different type of order with a credit card (purchase additional products, purchase additional seats, pay for subscription renewal beforehand, or renew an expired subscription), and your credit card payment fails, the order is not created, and you can see the corresponding notification. After you resolve the issue or add a new primary credit card, you need to try and place the order again. Therefore, payment for auto-renewal is the only credit card payment that can become overdue.

 

Purchase Order: Overdue Payment

If your initial subscription payment was made using a purchase order (check or wire transfer), the subscription is marked as created with PO.
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Please make sure to pay the invoice within 30 days of the order being processed. Ex. if you placed an order on August 1, 2020, the payment should be transferred until August 31, 2020.

If your check payment or wire transfer is overdue, you can see a hint.
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Also, an email reminder is sent to your billing email address with the attached invoice.
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Use the instructions in the attached invoice to make the payment via a check or wire transfer. If you cannot find or open the attached invoice, please contact our Sales team.

 

Alternatively, you can make the payment using a credit card. For more details, see the Pay an Overdue Invoice with Credit Card section in this article.

 

Credit Card: Overdue Payment for Auto-Renewal

If you have auto-renewal activated, your subscription is renewed at the start of the new billing period (ex. on August 14, 2020).
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The renewed product seats become active immediately, and the system tries to withdraw the payment for auto-renewal.
The auto-renewal payment might fail because of insufficient funds, incorrect credit card details, or other.
In this case, a notification about a failed payment is sent to your billing email address.
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Also, on the Subscription history tab, the payment appears with the Error status.
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Please contact the card-issuing bank or add another card and set it as primary. Within 24 hours, the system will try again to withdraw the auto-renewal payment from your primary credit card.

If another attempt to withdraw the auto-renewal payment fails, you can see a hint about an overdue payment on the subscription management portal at manage.techsmith.com. For information on how to make a payment, see the Pay an Overdue Invoice with Credit Card section in this article.overdue_05.png

 

Also, an email reminder is sent to your billing email address with the attached invoice.

If you would like to make the auto-renewal payment via a check or wire transfer, use the instructions in the invoice. If you cannot find or open the attached invoice, please contact our Sales team.

If your check payment or wire transfer is overdue, or if your credit card payment for subscription auto-renewal failed, you can make the payment with any credit card added to your account at manage.techsmith.com.

Alternatively, you can make the payment via a check or wire transfer. For more details, see the notification with the attached invoice sent to your billing email address. If you cannot find or open the attached invoice, please contact our Sales team.

To pay an overdue invoice with a credit card:

  1. Go to the subscription management portal at manage.techsmith.com and sign into your TechSmith account.
    If the “Product subscriptions will appear here” message appears, see Multi-Seat Subscriptions: Create and View Subscription > Why Can’t I View My Account and Subscription section.
  2. On the My subscriptions tab, in the Payment method section, make sure that the needed card is added (may be set as primary or not). For information on how to add a card, see Multi-Seat Subscriptions: Manage Payment Method > Add a Credit Card section.
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  3. In the My subscription section, in the hint about overdue payment, click View invoices.
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    In the Unpaid invoices dialog box, you can view all your overdue invoices.
  4. Expand an invoice to view its details, ex. the number of purchased seats.
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  5. Next to the invoice, click Pay with card.
  6. Select the card with which you would like to pay the invoice.
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    If instead of card numbers, the Add a credit card first message appears, click Close. Go to the Payment method section, add a card, and then return to step 3 in this procedure.
  7. Confirm that you would like to make the payment.
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  8. Repeat steps 3–7 to pay other overdue invoices, if any.

 

If your account is blocked, and all your overdue invoices are paid, your account will be unblocked automatically within 24 hours. If after 24 hours, your account remains blocked, please contact our Sales team.

If you have unpaid invoices that are past their due date, your account may be blocked.
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If your account is blocked, the following restrictions apply:

  • No possibility to purchase additional products or seats.
    If you try to place a new order, in Order summary, the Purchase option will be unavailable.
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  • Ownership transfer unavailable.
    You will not be able to transfer subscription ownership to another person.
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To unblock your account, please pay all overdue invoices. For more details, see the Why Is My Payment Overdue section in this article.

If you have an unpaid invoice that is past its due date, you may lose access to the unpaid product.
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As a result, you will not be able to assign or revoke seats, and the users with assigned seats will not be able to access the product.
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Please make sure to pay all overdue invoices as soon as possible. If after this, access to the product is not restored within 24 hours, contact our Sales team.

This help topic is for Video Review, TechSmith Assets for Snagit, TechSmith Assets for Camtasia, TechSmith Knowmia Pro, and Audiate. If you are looking for information about TechSmith Snagit, TechSmith Camtasia, or TechSmith Knowmia Enterprise, please visit our help center.

 

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