Frequently Asked Questions

I need help with:

SubscriptionRefundFree Trial

I bought the subscription, but I still see the message that I reached my limit!

First of all, please make sure that you are logged in on our website. At the top of the page, you should see the links My Account and Log Out instead of Log In and Sign Up. You may want to refresh the page in your browser to verify that the session is active.

Second, click on the link My Account - in the section Subscription Status you should see the type of subscription that you bought and the word active in green.

If you don't see it, please make sure that your payment went through:

1. If you paid with a credit card, use your online banking service and check whether there's a pending transaction from Canadian-pill-identifier.com.
2. If you paid with PayPal, please check your email - PayPal sends an automatic message each time you make a payment.

If you see the transaction on your side, but not in your account on Canadian-pill-identifier.com, then probably the payment system has not yet notified our website about your payment. Very rarely it may take up to 60-120 minutes. If 120 minutes after your payment your subscription is still not activated, please contact us.

If the subscription status is active, but you still see the message that you have reached your limit, please try using another web browser. Obviously, you will need to log in again.

Additionally you can try deleting all the cookies for our website. To find the instruction how to do it, make a Google search for "delete cookies for one site + [name of your browser]". After you do this, restart the browser and log in again.

If the problem persists please contact us. In your message please indicate:

1. that you see the transaction in your payment system (online banking, PayPal),
2. which two web browsers you have used,
3. which payment method you used (i.e. PayPal, credit card, etc.).

We will do our best to fix the problem as soon as possible.

Can I use your website on multiple devices, for example, my computer and my smartphone?

Absolutely! As long as your device has an active Internet connection, you can use our website on multiple devices.

Note that you are not allowed to share your login credentials with other people.

How secure is my payment?

The security of your payment is very important to us.

We don't store your payment information on our website.

The data is sent over a secure HTTPS connection to our payment partner, where maximum protection of financial data is ensured.

What is your refund policy?

All subscriptions are covered by the money-back guarantee. The length of the guarantee period is indicated in the following table:

Monthly subscription	30 days
Annual subscription	90 days

We want to be the best, so if you request a refund, we kindly ask you to provide us with at least a short feedback on how we can improve.

How can I request a refund?

Please follow these steps to request a refund:

1. Log in to the website.
2. Click on My Account.
3. Go to the section Billing History.
4. If an order is eligible for a refund, you will see a button Request a refund near it. Click this button.
5. Follow the instructions on the page.

How long does it take to receive a refund?

Payments made with a credit card

Depending on the bank's processing time, it can take up to 5-10 business days for the refund to appear on your card statement.

Sometimes a refund may be processed as a "reversal". If after ten business days you still don't see a refund, please look for the original charge on your bank statement. If you do not see the charge on your statement, it was reversed and the refund is complete.

If you still do not see a credit and still see the original charge after ten business days, please reach out to your bank for more information.

Occasionally you may see some strange transactions during the time when your bank processes the refund. Please disregard them. You really need to wait 5-10 business days to get your refund.

Payments made with PayPal

It may take up to 30 days for the refund amount to appear on your card statement.

I bought a subscription, but didn't receive any emails from you!

You didn't receive an activation code?

It may happen for several reasons:

• Our automatic message with activation code was blocked by spam filters. It doesn't depend on us. We would love to, but unfortunately we can't control all email servers on the planet Earth :).
• Occasionally, people make a typo in their email address.
• Your mailbox may be full and doesn't accept incoming messages. Please test your email before you contact us.

For security reasons you can't use an account with unconfirmed email.

If you haven't received an activation code, please contact us. We will be happy to activate your account manually and/or update your email address.

Your system thinks I am robot. What should I do?

For security reasons we use an algorithm that detects bots on our website.

Occasionally the system may decide that you are a bot and block your access to some pages on our website. In this case you will see the instructions on how to remove this block manually.

To reduce the chance of being blocked, please:

1. Do not use incognito mode in your browser.
2. Do not clear your browser cookies.
3. Do not use VPN.

Can I use keyboard shortcuts to navigate the website?

You can quickly access certain pages of the website using the following keyboard shortcuts:

+ h	Home
+ l	Log In
+ q	Log Out
+ a	My Account
+ t	Identify a tablet
+ c	Identify a capsule
+ f	Find a Drug
+ i	Search by active ingredient
+ p	Search by product name
+ n	Search by DIN number

I bought a subscription and I need a receipt for my company/school/university!

Please log in on the website, then go to your account and click the link "Update my account".

In the field "Company" enter the name of your company or school and submit changes.

Go again to your account, scroll to the section "Billing History" and click on the printer icon.

How does a free trial work?

Free trial limitations

	allowed limit
Searches in the tablet and capsule identifiers	4 searches/hour
Views of product text descriptions	2 views/hour
Number of search results in the tablet and capsule identifiers	25% of total number of results, but not more than 10

When you sign up for a free trial, we don't ask any payment info. That means you will never be charged.

If you want to delete your account, please follow these steps:

1. Log in to the website.
2. Click on My Account.
3. Click on Delete my account.

Can I cancel my subscription anytime?

Absolutely! You can cancel it anytime, even the same day you bought it.

Your subscription will automatically renew until you choose to cancel it. When you cancel, we’ll stop billing you for the next billing cycle. You can keep using our website until the end of the billing period.

How can I cancel my subscription?

Please follow the steps below to cancel your recurring subscription. Make sure you do that at least two days before the end of the billing cycle.

1. Log in to the website.
2. Click on My Account.
3. Click on Cancel my subscription.
4. Follow the instructions on the page.
5. Click on My Account again, and make sure that in the section Subscription Status you see Your subscription was canceled on YYYY-MM-DD. If you don't see this message, please contact us as soon as possible.

How can I change my subscription plan?

If you want to change your subscription plan, please check which situation below applies to you.

First-time orders

If your order is still eligible for a refund, please follow these steps to request a refund.

After receving a refund, you can subscribe to another plan.

Renewals

If it's been less than 7 days since your last order, please contact us. We will send you a refund for this order. Then you can subscribe to another plan.

Other situations

If your first-time order is not eligible for a refund or it's been more than 7 days since your renewal, follow these steps:

1. Cancel your subscription at least 2 days before the end of the billing cycle.
2. Wait until your subscription is expired.
3. Buy a new subscription.

Note that in this last case we do not refund the unused portion of your subscription.