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Eptura FAQs

Accounts Receivable

What payment methods do you accept?
We accept a range of payment methods including ACH, wire transfers, check payments, and credit card payments (with certain restrictions).

How do I make a credit card payment and is there a fee?
To make a credit card payment, please contact [email protected]. We do not impose fees for credit card payments.

Additionally, we provide an auto-pay option, allowing us to automatically charge your credit card for invoices as they become due. To enroll in auto-pay, please send a request to [email protected] to get your account set up.

Where can I find Eptura’s ACH/Wire banking information?
The ACH/Wire transfer details are available on your invoice.

How can I view my account balance and payment history?
To get your account balance including a detailed statement of account and/or payment history, please contact [email protected]

When can I expect to receive my invoice?
You will receive an invoice the date your order is processed. Invoices are sent via email. to the contacts held in Eptura’s customer database. If you need to update contact information, please reach out to [email protected].

If the invoice needs to be uploaded to a portal, this is usually done within 24 hours after order completion, provided that the Purchase Order is available on the portal. Please ensure that the portal contains all necessary order details to facilitate prompt invoice uploads.

If your order is completed but you have not received the invoice within 24 hours, please contact [email protected] for assistance.

Where do I send my tax exemption form?
If you are tax exempt, please send a completed tax exemption form to [email protected].

Where can I get an updated copy of your W-9?
Please use the link below to download an updated copy of Eptura’s W-9. If you need additional information, please email us at [email protected].
Download Eptura’s W-9

How long does it take for a payment to be processed?
The time it takes for a payment to process varies depending on the bank.

For standard ACH/Wire/Credit Card payments it generally takes 2-3 business days to reflect in our bank account.
For urgent same-day transfers, we usually receive the payment on the same day. Please note that it is the responsibility of the customer to cover all relevant bank fees.

Can I pay my invoice in a different currency?
It is our preference that you pay the invoice as per the invoice currency. In exceptional cases we can accept payment in a different currency, but it may be subject to additional fees. Please reach out to [email protected] to get approval and the relevant exchange rates and fees to be applied prior to making the payment.

How can I get a copy of my invoice?
You can get a copy of your invoice by contacting our AR department at [email protected].

Can I request an extension for payment?
In exceptional circumstances and subject to approval, you may be able to request an extension for payment. Please note that there may be additional fees or penalties for late payments as set out in your terms. Please contact our AR department at [email protected] to discuss.

Collections

Why am I being contacted by the collections department?
If our collections department contacts you it is because our records reflect an outstanding balance that has not been paid to Eptura.

What is the amount I owe?
Please reach out to [email protected] for balance details and instructions on how you can make payment.

What is the due date for payment?
The due date for payment will be specified on the invoice. It is important to pay the amount owed on or before the due date to avoid any additional late payment fees.

Can I make a payment plan?
In exceptional circumstances and at our discretion, you may be able to agree a payment plan with the collections department to pay in installments. Please contact the AR department at [email protected] to discuss

If I need to onboard Eptura as a new supplier where can I get all the required details?
Please reach out to [email protected] to get all supplier information.

Licensing

What types of licenses are available?
You can find information about our products on our pricing page or reach out to our teamto discuss your options.

Can I transfer my license to another account?
The transfer of a license to another account/client may be allowed under certain conditions. Contact our renewals department at [email protected] for more information.

Can I extend my license before it expires?
Yes, you may be able to extend your license for a period of time before it expires. Contact our renewals department at [email protected] for more information.

How can I check my license usage?
Contact our renewals department at [email protected] for more information.

Question not answered here? Please contact [email protected].

Renewals

When does my software license expire?
The expiration date of your software license is specified in the order document. Please refer to your agreement or contact our renewal department at [email protected] or your renewal representative for assistance.

What happens when my software license expires?
When your software license expires, your access to the software may be terminated or your license may be automatically renewed. Please refer to your order document, contact our renewal department [email protected] or reach out directly to your renewal representative for assistance.

Can I renew my software license early?
Yes, you may be able to renew your software license early. Contact our renewal department at [email protected] or reach out to your renewal representative directly to discuss your options.

What are the renewal terms and conditions?
The terms and conditions applying to your renewal are set out in your Order Form.

What happens if I don’t renew my software license?
If you don’t renew your software license, your access to the software will be terminated or your license may be automatically renewed. Please refer to your license agreement; contact our renewal department [email protected] or your renewal representative for assistance.

Can I renew my software license for different term length?
Yes, you may be able to renew your software license for a different term length. Contact our renewal department to discuss your options. We have a minimum term length of 12 months.

What happens if I miss the renewal deadline?
If you miss the renewal deadline, your access to the software will be terminated or your license may be automatically renewed. Please refer to your license agreement or contact our renewal department for more information. Late renewals may be subject to increased pricing.

Can I cancel my contract early?
Our products are non-cancelable while in a committed term. Our team will be in touch before your renewal to discuss your options.

Why do I have multiple renewals?
You may have multiple renewals if you have made additional purchases at different times, please contact your renewal rep to discuss options to co-term and combine your renewals.

Question not answered here? Please reach out to [email protected]

Miscellaneous

I received an email from Eptura about a billing change. Is there anything I need to do?
The letter is informational in nature and generally needs no action from our customers. However, in some cases customers do need assistance with vendor setup in their system or items of a similar nature. If you have general questions about this communication, please email our AR team [email protected]

How do I get a Certificate of Insurance (COI) from Eptura?
Please reach out to our Customer Success department at [email protected] and they will be able to provide you with a Certificate of Insurance.

How do I get a copy of my current agreement?
Please reach out to our renewals team at [email protected] who will be able to provide you with a copy of your agreement.

How do I cancel my subscription?
Please reach out to our renewals team at [email protected] who will be able to discuss your options.

How do I contact my sales representative?
Please reach out to our customer success team at [email protected] who will be able to provide you with their contact information.

Where are you headquartered and address?
Eptura is headquartered in Atlanta, Georgia, USA, located at 950 East Paces Ferry Road, Suite 800, Atlanta, GA 30326.

Question not answered here? Please contact [email protected]

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