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.

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.

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.

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.