FAQ :: Managing your Account
Can I try the service before I purchase?
We have found that it is quite effective to communicate the features and functionality to drive the application before you buy.
Sign up for your Free Trial on our Home Page.
How do I sign up?
Just click on the “SIGN UP” button on our website. We'll ask you a few simple questions, capture your billing information and
then automatically build and configure your profile.
How long does it take to set up an account?
In most cases, just a few minutes. After you provide your billing data in the sign-up process we wait until your payment clears
before we configure your account. Please note that once the payment clears and the account is built, you will be able to login.
*Expanded Use Program
If you attempt to use a funding sources (credit card) that the billing engine believes may be being used improperly in conjunction
with a particular email address, you will be asked to enroll in the Expanded Use Program. This is intended to be an obstacle to
discourage the use of the suspect funding source and or email address. If you get this message, we suggest that you sign-up with
a new email address and another source of funding.
Many times you will get this if you use a business card when setting up your account and the information you enter does not
correspond with the information the banking system has on record for the corporate card holder.
How do I login?
Just visit http://tools.emailpulse.net and simply enter the Account Name, User Name and
Password that was assigned to you during the sign up process. This information is presented to you in the sign-up process should you
have forgotten it.
When can I send out email?
Once an EmPulse campaign has been scheduled and launched, unlike other solutions, it will not be run through an approval process.
EmPulse requires that you execute a CANSPAM checklist to document the fact that you checked the campaign as being legally compliant
before its release. This data is stored as part of your permanent EmPulse record.
Furthermore, you are in charge of exactly when the campaign is released. You are not restricted to a window of opportunity, or
subjected to promises that campaign will be released within a given number of hours.
How many messages can I send per month? How much does it cost?
There is no limit to the number of messages you can send in a month. However, please note that a subscription to one of EmPulse's
solutions provides you with 1,000, 5,000 or 10,000 messages. You can purchase additional messages in "buckets", pricing varies based
off the plan you selected.
Click here to review pricing
Does "email" ever expire? Is there a minimum purchase?
EmPulse only requires that you purchase "buckets" of messages as needed. With each bucket you get additional messages.
The purchase of "email buckets" above the messages that are provided with your monthly subscription do not expire as
long as you are an active subscriber. The messages that are provided each month as part of the subscription DO expire
at the end of each month. If you cancel your subscription, any unused messages will expire immediately.
How do I cancel my subscription?
You can cancel your subscription at any time by clicking on the "Cancel Subscription" button in the Account Management section
of the application. Do note that should you cancel, any unused messages will expire at the end of the original pay period, and
you will no longer have access to your data.
Telephonic, electronic or written communication to EmPulse does not constitute a valid request to cancel or terminate service.
EmPulse will not cancel an account for a customer for any reason. The only cancellation recognized is the systemic cancellation
provided from within the EmPulse web application or from within the customer’s own PayPal account.
What if I made a mistake and need to reactivate my canceled subscription?
When an account is cancelled, EmPulse actually retains your data for 120 days. That allows you to reactivate with ease.
Unfortunately, any email buckets that you may have purchased cannot be restored. Furthermore, all data will be purged once the
120 day window expires.
If you need to reactivate your cancelled account within the 120 day window, just login to the system as you normally would.
When you do so, the system will recognize that you have cancelled, and will ask you if you want to reactivate the account. If
you respond "Yes", you will be directed to the purchase page where you will need to enter your credit card information.
Can I suspend my subscription?
Is there a fee to 'reactivate' my account?
Yes, an immediate reactivation fee of either $19, $59, or $89 is applied, fee based on the plan you signed up for. When reactivating, you
will also reset your subscription to its normal monthly rate. The subscription fee will be assessed on your next normal billing cycle. You
will never be double-billed because we make the assessment on your next billing cycle.
What do you mean by "Normal Billing Cyle"?
Your 'normal' billing cycle runs on a monthly basis. If you signed up for Empulse on the 5th of January, you'd be billed every
subsequent 5th day of each subsequent month - unless canceled or suspended.
Can you give me an example of the Billing Cycle at work?
- Suppose you enrolled for the Business plan on January 5th. You'd pay $99 right then and there for access good through the 5th of February.
- You immediately send out 500 messages and then in 5 days suspend your account on January 10. Now you'd be billed the 'Suspend'
fee ($9.99) which would be automatically debited from your credit card on the 5th of February. Additionally, since the "Suspend"
is immediate, your ability to send messages would be turned off - although you'd still have access to the system.
- Now suppose that on the 20th of January you change your mind and reactivate. You'd pay an immediate reactivation fee of $89
and reestablish your normal subscription. You'd be billed $99 on the 5th of February. Since it's still January, the 500
messages you did not use are restored - plus any others that you may have purchased.
- Now February 5th - your Normal Billing Cycle Date - rolls around. You are automatically billed $99. This grants you access
through the 5th of March. The 500 messages you did not use in January are reset to 10,000 since a new month has rolled around.
- Now you decide to cancel service on February 10th. Your $99 paid on February 5th would not be refundable, but you could
restablish the account within 120 days and maintain all your data. Any messages you purchased are lost - but reinstating the
account gives you the 10,000 messages that are alloted each month as part of the Business plan.
How do I suspend or 'unsuspend' my subscription?
You can suspend and 'unsuspend' your subscription form within the Account Management module. Simply click "Suspend" or "Reactivate".
When you do so, you will be modifying your current subscription. When suspending, you will be charged $9.99/month on your next
normal billing cycle.
How can I change my EmPulse username, password or account information?
Currently, you will need to call customer servcie/support to change your Account Name, Username and Password.
Why is the account information required?
The account information is required so that when you need to purchase additional messages, your billing form is prepopulated.
This makes the purchase process more streamlined for you. The data also helps us contact you about product changes, billing
issues or anything else that may be relevant to your account.
Is the EmPulse Corporate Solution right for me?
EmPulse's Corporate Solution is designed for companies with multiple departments requiring larger volume contracts, but it is
also available to any customer who values personalized service or whose email marketing efforts would demonstrably benefit from
greater features and functionality. The Corporate Solution is a Managed Service - you are assigned a Dedicated Account Manager,
receive personal training and refresher training as required, as well as a host of advanced product features. Corporate Solution
customers are required to execute a contract, but they are also enjoy the benefit of a "no questions asked" 90 Day Guarantee of
Satisfaction.
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