Differences

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--- storage_faq [2016/09/29 11:12] – sean
+++ storage_faq [2024/10/30 13:55] (current) – Add entry about receipts/invoices fcheslack
@@ Line 1: / Line 1: @@
-====How do I sign up for Zotero File Storage?====
+===== Zotero Storage FAQ =====
+==== What is Zotero Storage? ====
+Zotero Storage provides online storage space for your Zotero files, allowing you to synchronize PDFs, images, web snapshots, and other files among all your computers, share your Zotero attachments in group libraries, and access files via your online library on zotero.org.
+You can always save an unlimited number of files to your local Zotero library, with or without Zotero Storage.
+====How do I sign up for Zotero Storage?====
 Simply visit your Zotero account profile and [[/settings/storage|select a storage plan]].
-====How do I pay for Zotero File Storage?====
+====How can my entire lab or university or company sign up for Zotero Storage?====
-All major credit cards are accepted for payment.
+[[/storage/institutions|Zotero Lab and Zotero Institution]] provide members of your organization with unlimited personal and group cloud storage.
-====What if I don't have a credit card or my credit card doesn't work?====
+====How do I pay for Zotero Storage?====
-If you don't have a credit card or you encounter problems after trying to pay via your [[/settings/storage|storage settings page]], then we can invoice you via PayPal. Please send an email to [[mailto:storage@zotero.org|storage@zotero.org]] including your Zotero username and the quantity of storage you would like to purchase (2 GB, 6 GB, or unlimited).
+Various payment methods are supported, including all major credit and debit cards, and multiple wallet and bank transfer options depending on where you're located. Zotero Lab and Zotero Institution plans can also be paid for via bank transfer.
+====What if I don't have a credit/debit card or my card doesn't work?====
+In addition to credit and debit cards, there are several other payment methods common in specific regions that can be used. If purchasing from the EU, you can choose to make your payment in Euro in the payment dialog which will enable several EUR specific payment methods.
+If you can't use any of the supported payment methods or you encounter problems after trying to pay via your [[/settings/storage|storage settings page]], please send an email to [[mailto:storage@zotero.org|storage@zotero.org]]. Include your Zotero username and the quantity of storage you would like to purchase (2 GB, 6 GB, or unlimited), as well as what types of standard payment methods for your location would work for you. We'll do our best to help you complete your purchase.
+====Where can I find a receipt or invoice for my payment?====
+You will automatically be emailed a payment notification from our payment processor (Stripe) when a charge has been made.
+Detailed receipts/paid invoices for all recent payments for an individual storage subscription are available from your [[/settings/storage|storage settings page]].
+As of August 2024, paid invoices for Lab subscription payments are available on the Lab's management page.
 ====Will files stored in my groups be freely available to other members of those groups?====
@@ Line 14: / Line 34: @@
 Your personal library and any groups you own automatically draw their storage from your subscription. Groups not owned by you draw their storage from the group owner's subscription.
-====Are "unlimited" subscriptions truly unlimited?====
+==== How can I change my current storage plan? ====
-We want people to be able to use Zotero without worrying about how much storage they're using. All Zotero usage is always subject to the [[terms/terms_of_service|Terms of Service]] and monitored for abuse. Zotero File Storage is not intended as a media backup solution nor as a generalized file-sharing service.
-====How can I upgrade to a larger storage plan?====
+You can switch the storage plan you're currently subscribed to at any time from your [[/settings/storage|storage settings]].
-If you choose to upgrade your storage subscription, the prorated balance on your existing account will be used to extend the term of your new subscription. //Example: You have 6 months left on a $20 2 GB subscription and decide to upgrade. (6 months ÷ 12 months) x $20 = $10 remaining value. If you upgrade to the $60 6 GB plan, we apply that $10 to your purchase to extend your new subscription term. ($70 ÷ $60) * 12 months = 14 months.//
-====Can I cancel my subscription?====
+When you switch to a new plan, you aren't charged for the new plan immediately — your expiration date is simply adjusted based on the prorated balance of your previous plan. The first charge at your new subscription level will be made at your new expiration date.
+//Example: It's February 2022, and you have 6 months left on a $20 2 GB subscription, with an expiration date in August 2022. (6 months ÷ 12 months) x $20 = $10 remaining value. If you upgrade to the $60 6 GB plan, we apply that $10 to your new subscription level to set a new expiration date. ($10 ÷ $60) * 12 months = 2 months, so your new expiration date will be two months from now, in April. You still only paid the original $20 last August, and you'll be charged $60 for the first time in April.//
+(The one exception is if you have less than 2 weeks remaining in your subscription. In that case, the unused balance will still be applied as time to your new subscription, but we'll charge you for the new plan right away.)
+====Will my subscription renew automatically?====
+When you purchase a storage subscription, you may choose to renew or not to renew automatically each year. You can cancel automatic renewal at any time from your [[/settings/storage|storage settings]]. You'll also receive a reminder email when your subscription is expiring or about to renew automatically.
+====How do I cancel my subscription?====
 If you opted to renew your subscription automatically, you can cancel your next renewal by visiting your [[/settings/storage|storage settings]]. As stated in the [[terms/terms_of_service|Terms of Service]], paid accounts are non-refundable. We implement this policy because costs incurred on our end fluctuate dramatically according to individual usage patterns.
-====Why did you renew my subscription without my permission?====
+====Why are there sales or VAT taxes applied?====
-We didn't. We only automatically renew subscriptions when users opt to "Automatically Renew" when purchasing Zotero storage. {{ :renewal.png?nolink&300 |}}
+Zotero storage subscriptions are subject to consumption-based taxes in many jurisdictions. Depending on your location, this may be Value Added Tax (VAT), Goods & Services Tax (GST), or Consumption Tax (CT).
+When you purchase a Zotero subscription, you are charged the relevant tax based on your billing address.
+The tax will be displayed as an independent line item on the checkout screen when you purchase, upgrade, or renew your plan.
+====How do I apply my business tax exemption to my purchase?====
+Non-US tax-registered businesses may be exempt from paying consumption-based taxes. As a tax-registered business, please check the “Add tax ID” box to input a valid VAT or GST id and avoid being charged tax on your purchases. You will be charged tax if you have not entered tax details into our system.
+====My organization is exempt from sales tax in our state. How do I apply that to my subscription?====
+For Lab or Institution subscriptions, you can email us at [[mailto:storage@zotero.org|storage@zotero.org]] with a copy of your sales tax exemption certificate or other relevant documentation. Note that this must be done before a purchase is made.
+Individual Zotero storage subscriptions are intended for sales to individuals. We're not able to manage sales tax exemptions for individual storage subscriptions.