Have you sent me a payment notice?

• If the sender was noreply@themessaging.co, it was from us. If not, it was spam.
• If you're not sure who to trust, see our trusted websites, email senders and SMS senders.

What if I have already paid?

• If you believe you have already paid us but you still received a payment notice, check:
  • Was the sender noreply@themessaging.co?
  • Is the payment notice for the same email address?
  • Did we previously send you a confirmation of payment?
  • Have we charged your payment method?
  • In My Account in webmail, what date shows as your next renewal date?
    • Please note that our email plans renew at midnight AEST, but the dates in My Account are currently displayed in your local time zone.

How much does it cost?

• Pricing is available on our pricing page.
  • The difference between the plans is related to:
    • Frequency (monthly or yearly); and
    • How much storage you would like available.  
• If your email account is suspended, an additional $10 reactivation service cost applies if we reactivate it before it is deleted.
• If you previously paid your former provider for email services and you currently have a "First time renewal" plan, you may not see the new plan options in My Account in webmail until 30 days before your renewal is due.

When does my subscription start?

• Sponsored customers:
  • Your new subscription will start on 15 September 2024, when your sponsorship period ended with your previous email provider.
• Customers who previously paid their email provider: 
  • If your email account subscription was due before 15 September 2024 and you did not pay by that date, your new term will start on 15 September 2024 if your email account is reactivated.
  • If your email account subscription is/was due on or after 15 September 2024, your new term will start on that payment due date. 

What if I have multiple email addresses?

• Each email address is billed and administered separately.
• We do not currently offer discounts for multiple email addresses.
• There is no charge for existing aliases.

What if I exceed my storage quota?

• If you exceed your storage quota, you risk interrupting your email service.
  • See: How much storage do I need?

How can I change my email plan?

• You can upgrade your email plan, effective either immediately or at your next renewal date. You can downgrade your email plan, effective at your next renewal date.
  • See: Change plan.
• If you have selected a future plan but changed your mind, you can cancel it before it starts.
  • See: Cancel future plan. 

How can I pay?

• You can sign in and pay via our new My Account option in webmail.

  • Instructions here.
  • My Account is within the app selector menu.
  • Select the app selector (top left of screen) in webmail, then select My Account.

What payment methods do you accept?

• We accept credit/debit card (including some prepaid debit cards), direct debit, and PayPal.
• We do not currently accept BPAY, cheques, bank transfers, or payment details via email/phone.

Can you send me an invoice or reminder?

• Our system will send a reminder 30 days before annual renewals are due. (Reminders are not sent for monthly subscriptions.) 
• Our payment system will only send a formal tax invoice (PDF) upon successful payment.

Will you keep my payment details on file?

• Yes, this will enable your email account subscription to renew automatically. 
• The security of your information is important to us, so we use a PCI-DSS Level 1 service provider certified as compliant with the Payment Card Industry Data Security Standard (PCI DSS) v4.0.
• After your payment has been successfully processed, you are welcome to email support@themessaging.co (from your email account registered with us) to request we delete your primary payment method from our system.
  • Please be warned that if your account does not have a payment method on file for its next renewal, it may risk an interruption to your email service.
  • We aim to action your request within five (5) business days.

What if I don't pay?

• If you don't pay by your payment due date, your email account subscription may be cancelled and then suspended.
  • See Suspended email account.
• If you don't pay within 90 days of your payment due date, your email account will be deleted. Once it has been deleted, it cannot be recovered. 

How can I cancel?

• If you cancel your email subscription, you can continue using it until your current paid term ends.
  • See: Cancel subscription / Cancel email account or Cancel your email account.
• If you scheduled a cancellation for your email account but changed your mind, you can stop the cancellation if your term has not yet ended.
  • See: Stop cancellation.

Do you offer refunds?

• As per our Critical Information Summary, your email account subscription is charged upfront, and we do not offer full or partial refunds for any term already paid, except as provided for in our Terms of service.