Subscription Billing FAQs

How does the charge show on my credit card statement?

When your credit card is charged each month, it will display on your credit card statement as “www.trugrid.com”. Below is an example of how it may display on an American Express credit card statement.

How does the trial period and credit card charge work?

If you are provided with a trial period, your credit card will be charged after the last day of the trial period. If you do not want to continue the subscription after the trial, please email us at help@trugrid.com, at least one business day prior to the trial expiration, and ask for your trial to be cancelled.

How do I adjust licenses on my subscription?

If you need to add, remove or reallocate licenses, please refer to this article.

What if my credit card was declined?

If your credit card has been declined, you would need to provide us with a new credit card to keep on file for your subscription. We will retry your credit card generally up to two times, after which your subscription will become overdue and your licenses will become inactive. Please ensure your credit card is in working order, to avoid any service disruption to users. See “How do I update my billing information?” section below.

How do I update my billing information?

If you need to update your billing credit card information, this can be done in a couple different ways as outlined below.

Do you store my credit card information on file?

We do not store any credit card numbers, expiration dates or billing address information in our database. All credit card information is stored by our merchant processing company.

How do I get a receipt for a credit card charge?

Each time your credit card is charged, you should receive an email receipt for the charge.

Please whitelist info@trugrid.com to ensure you receive it.

If you are missing a receipt, please email us at help@trugrid.com, mentioning the charge date, last four digits of your credit card number, and amount for which you need a receipt and we will be happy to email you a receipt.

Below is an example (with confidential information blurred out) of how an email receipt would look that you will receive when your credit card is charged. Note: If you do not receive an email receipt when a charge occurs, please first check your SPAM folder and make sure to whitelist trugrid.com in your email platform.

How do I cancel my subscription?

You can email us at help@trugrid.com to cancel your subscription. If there is a remaining duration on the month you have prepaid for your subscription, then your subscription will remain active until that period ends.