Q. How do I get copies of my invoice?
A. Invoices can be accessed by logging into the Customer Center by clicking on the "Billing & account info" link within the Keap application, then clicking on the "View/update your billing info" link to access the Customer Center. If you would like some help, a member of our Accounts Receivable team can help walk you through it. Give them a call at +1 866 800 0004, option 3.
Q. How can I see how much I owe on my account?
A. Any outstanding balances can be seen in the Customer Center accessed through your Keap application.
Q. How can I update my credit/debit card?
A. Credit/debit cards can be updated by accessing the Customer Center within your Keap application or by contacting the Keap Accounts Receivable team at +1 866 800 0004, option 3, or by email at [email protected].
Q. How can I cancel my account?
A. Account cancellations must be initiated verbally through an Keap representative. If a cancellation request is not received at least 10 days prior to your billing date, the cancellation will not be effective until the end of your next billing cycle. Emailed cancellation requests are not acceptable. Please contact our support team at +1 866 800 0004 option 2. After a request to cancel has been initiated, you will be contacted by, and are required to speak with, a member of the cancellation team to finalize the cancellation.
Q. Can I change my billing date?
A. We do not change billing dates.
Q. Can you split payments towards my monthly fee between two cards?
A. No. Keap requires each payment to be charged to one card only.
Q. Can I pay by check instead?
A. No, we do not accept checks for payment.
Q. Can I put my account on hold?
A. Due to the nature of a subscription business, we do not place accounts on hold.
Q. Can I decrease my monthly payment?
A. By downgrading the edition you currently use or disabling additional services (such as additional user seats), your monthly bill may decrease. Please contact the support team at +1 866 800 0004 then option 2. This option may not be available to you if you have committed to a higher level of service (via an annual contract as an example).
Q. When is my next bill date?
A. All billing information can be viewed within your Keap application by clicking the "Billing and Account Info" link.
Q. How can I make a payment?
A. Payments can be remitted online through the Customer Center. If you would like help making a payment outside of normal business hours, please click here for instructions. You may contact the Keap Accounts Receivable team during normal business hours (Monday – Friday 8am to 5pm Arizona, USA, MST) at +1 866 800 0004, option 3.
Q. What forms of payment can I use?
A. Keap currently accepts American Express, MasterCard, Discover and VISA credit and debit cards.
Q. How can I report a change in ownership of the company?
A. Please contact Customer Support to request an ownership change at +1 866 800 0004, option 2.
Q. Why was I was double charged this month?
A. There are four common reasons this could happen.
- New customers in their first 3 months: Kickstart fees may have been split into a few monthly installments as a courtesy for you at the time of sale, which will be billed separately from your monthly subscription.
- If you have been a customer longer than 3 months, and the charge is identical to your monthly subscription charge (International customers may have varying amounts due to international currency valuation), chances are the credit/debit card we have on file may have declined in a previous month and did not clear until this month. You can review all invoices and payments in the Customer Center within your Keap application.
- If you have been charged very small or very large amounts that vary from your normal subscription billing amount, you may have exceeded your monthly email thresholds, contact thresholds or incurred voicemail broadcast or similar fees.
- Monthly coaching packages, Elite Forum, Masterminds, or any other one-time or add-on subscription service may be the reason you are seeing an additional fee.
If you feel you are being charged in error, please contact Support and we will be happy to look into it for you.
Q. Why was I charged an additional amount other than my monthly subscription?
A. Most likely it is for a service such as voice or fax broadcasting, email overages, list size overages or other one-time services. You can review all invoices in the Customer Center within your Keap application.
Q. I haven't been using the system, so why am I getting billed?
A. Keap does not bill based on usage. As a subscription-based product, it works much like a gym membership where you get charged whether or not you go. Keap provides you the ability to log in to an amazing automated follow-up system to help you build your business. Whether you choose to actually log in and use the system is up to you.
Q. I cancelled my account. Why is Keap following up with me about my outstanding balance?
A. Cancellation of your subscription does not dismiss outstanding balances or charges you had agreed to before cancelling (such as a Kickstart Service package or annual contract, portions of which may not yet have been paid at the time of the account was canceled). Please reach out to the cancellation team with questions about balances upon cancellation. To make a one-time payment after cancellation, please reach out to the Accounts Receivable team.
Q. I have signed a contract and paid for a Long Term Offer (LTO) for 6 or 12 months upfront; why did I get charged again?
A. Most likely any fees charged to your card during your contract period are for fax or voice broadcast usage fees or email overage fees, which are billed monthly regardless of your LTO billing cycle. You can review your charges and invoices by logging into the Customer Center.
Please contact us for any other questions or concerns about our billing policy at [email protected].