First, check whether this applies to you
Roughly a third of the catalogue needs nothing from you at all. Keys, VPN plans, standalone accounts, the prompt library: you buy them, you get them, you redeem them yourself, and nobody ever asks for a password.
The rest are personal upgrades. Those go onto an account you already have, which means somebody has to sign in to put them there. Every product page states which of the two it is, in the Access row above the buy button. Check there if you are not sure.
The two fields
For an upgrade we ask for the email and the password of the target account. Two things about that are worth saying plainly.
The email has to be the account the plan should go on, not the email you want us to contact you at. Those are often the same and sometimes not, and when they are not the order goes to the wrong place. It is the single most common mistake.
The password is used once, to sign in and apply the plan, and then it is gone. Change it afterwards if you want to. Nothing about the upgrade depends on the password staying the same once the plan is on the account.
The condition that catches people
There must be no active subscription running on that account when you order.
This is not a policy we invented to be difficult. It is mechanical. A regional plan cannot be applied over the top of a subscription that is already running, so if one is active the upgrade simply fails, and then the order has to be unpicked and redone. That takes longer than waiting would have.
If you have a plan that is still running, either wait for it to lapse or cancel it and wait for the current period to finish. Then order. A free tier account is fine. A trial that has ended is fine. A plan that says "cancels on the 14th" is not fine until the 14th has passed.
What happens after you pay
- The payment confirms. Crypto is usually a few minutes, gift cards depend on the retailer.
- We sign in, apply the plan, and sign out.
- You get the confirmation, and the account shows the upgrade next time you open the app.
Most orders are done inside about 15 minutes. If a region or a payment processor is slow it can run longer. Nothing should take more than an hour without us telling you why, so if it has, open a ticket and ask.
If you would rather not hand over a password
Fair enough, and you have options. Buy something from the half of the catalogue that does not need one. Or make a fresh account, send us that one, and use it just for this. Several customers do exactly that and it works fine.
