What is the difference between premium and free accounts?Zopim aims to grow with its customers and free accounts are meant for customers who are just starting out with their online shops / websites. Free accounts do not have advanced features and are limited by concurrent conversations. Also, we reserve the right to suspend free accounts if the traffic exceeds 10K page views / month. This limit won't be strictly enforced but is in place so that our service won't grind to a halt due to high traffic volume from free accounts.
I'm not sure which plan suits my needs. Is there a free trial?We do have a 14-day free trial with all features enabled.
However, you can also sign up for any pricing package risk-free. If you're unsatisfied with Zopim for any reason, you may cancel your subscription plan within 14 days of signing up. We will gladly offer you a full refund. Because of restrictions from our payment gateway, we have to manually process each refund. Please rest assured that we will do everything to help you receive the refund at the earliest possible instance.
Can I upgrade anytime?Yes you may upgrade at any point in time. If you have pro-rated credits remaining in your current plan, it will automatically be used to offset the cost of your newly upgraded package. Do note that only the account owner can upgrade or downgrade his/her account. You can also upgrade from your plan to any plan at any time;
Can I downgrade anytime?You may choose to downgrade in the account management interface at any time. However, the downgrade will only be applied at the end of your current billing cycle.
Can I change my billing cycle?Yes you may change your billing cycle. This change will only be applied at the end of your current billing cycle.
What happens with the 14-day free trial if I upgrade to a paying account?Upgrading to a paying plan ends your free trial. Once you upgrade to a paying plan, you will then be charged for your first month.
How am I billed? Tell me more about how payment is handled..To suit our customer's different needs, we have 4 different billing cycles. The longer the billing cycle, the larger the discount you would enjoy. The billing cycles available are
Zopim is a prepaid service. This means you are billed on the day you start your package.
What form of payments do you accept?We accept only credit cards (no Paypal). We do not accept PO's, checks, or invoices to be paid at a later date.
Do you have refund policies?If you're unsatisfied with Zopim for any reason, you may cancel your subscription plan within 14 days of signing up. We will gladly offer you a refund*. It will be a real bonus if you could let us know how we've failed to meet your expectations. Because of restrictions from our payment gateway, we have to manually process each refund. Please rest assured that we will do everything to help you receive the refund at the earliest possible instance.
* Note that we will not process your credit card charge for the first 5 days. During this period, this transaction can be cancelled and you will receive a 100% refund of your payment.
After 5 days, the charge will be processed and our payment gateway would charge 3.95% as the transaction fee, which is non-refundable unfortunately.
In short, all refunds after the first 5 days would exclude the 3.95% which is retained by our payment gateway.
How do I transfer/change account to another individual?You may change ownership in the account management page. Do note that only one owners is allowed per account. Once you have changed ownership, you will be logged out and you won't be able to log back into the account management page until ownership is transferred back to you.
Can I cancel my account?If for any reason you'd like to cancel your account, you may do so from the account management page
Which web browsers work best with Zopim?Though designed to work on most browsers, Zopim works best in the following environment: IE 6 or later (PC), Firefox 2 or later (Mac, PC, or Linux), Safari 2 or later (Mac), Google Chrome (PC, Mac).
