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FAQ
Overview
The Actionstep billing system is a fully automated process. Actionstep is a login based subscription where the client (subscriber) is responsible to maintain the users and subscription settings correctly in order for the billing to be correct. If you are having difficulty with any component of your invoice please check this page for your resolution.
Subscription Settings
The Subscription settings are the answer to many of the Subscription FAQ, the menu containing the subscription settings is found by clicking on the Company name at the top left of your screen when in the application.
by selecting Subscription Settings you will access the following screen
Access to the screen is only available to Authorized Users. If you are not an Authorized user, please refer your query to the person within your company who does have access.
NOTE: Actionstep support staff do not have access to this screen.
Commonly asked Questions
How do I change the email address our account goes to?
Go to the Subscription Settings and edit the email address.
Where can I see the history on my account?
The Subscription Settings shows that transaction history - note the default range is three months - this can be extended by changing the filter.
How do I get a copy of an outstanding invoice?
The transaction history (subscription settings) will show all invoices, by clicking on the invoice number you will be able to get a copy of the invoice.
Why is my payment not showing?
The Subscription Settings has a "Payment Information" section. If your payment is set to Credit Card with a valid number, the auto - billing run will charge the Credit Card and populate the receipt transaction. If the payment method is set to any other type, this will require our accounts team to manually receipt the payment. There could be a delay of up to 5 days for this to show.
You have charged us for too many logins - why?
The onus is on you to manage your logins. At the time a login is added it is confirmed that this is billable. The panel to the right of the subscription settings will show the detail of your subscription. See Logins for Users.
If you have a dispute please email accounts@actionstep.com each instance is taken individually and the history of your requests will be look at - Actionstep is not obligated to provide refunds. Often Third Party Suppliers will have been paid for a component of your invoicing.
How do I change my payment method?
You are able at any time to upgrade to the Credit Card payment method by simply clicking the 
link. This will retain the credit card number for our billing run. Note this is secure and the number is not displayed once set up.
I have updated my credit card but my account hasn't been paid - why?
This is most likely because your credit card was declined for some reason. If this happens the person listed on your billing account will receive an email. Please contact your bank for details on why the transaction was declined. Once you have rectified the situation please re-load your credit card since we remove the profile after a transaction is declined.
I don't have a credit card, how do I pay?
We do prefer a credit card payment for subscription. If it is not at all possible for you to enter a credit card, please email accounts@actionstep.com for the alternate payment methods in your jurisdiction. Please note: It is likely that we will be bringing in a charge for all non-credit card payments.
How do I cancel my subscription?
The following link will take you to the user guide article How to Cancel Your Account
How do I find my Organization Key?
Your Organization Key ( Org Key ) is found by clicking on the Company name at the top left of your screen when in the application.
If this page did not aid in the resolution of your query, please email accounts@actionstep.com