Frequently Asked Questions

View the categories below to find answers to commonly asked questions.

GENERAL
I FORGOT THE PASSWORD FOR MY PRO PORTAL ACCOUNT. WHAT CAN I DO?
PRO-IQ ESSENTIALS
WHAT IS PRO-IQ ESSENTIALS?
WHAT IF I HAVE MORE THAN ONE BRANCH LOCATION?
WHICH PRODUCTS DOES PRO-IQ ESSENTIALS WORK WITH?WHEN I SUBSCRIBE, HOW LONG IS THE COMMITMENT?DOES PRO-IQ WORK FOR MY TRADE AND RETAIL CUSTOMERS?CAN A PRO ASSOCIATE TO ALREADY-REGISTERED DEVICES ON THEIR SERVICE VISITS? WHAT HAPPENS IF A HOMEOWNER MOVES AND IS NO LONGER MY CUSTOMER?
WHAT IS THE FEE STRUCTURE FOR PRO-IQ ESSENTIALS?WILL MY HOMEOWNERS HAVE THE OPTION TO TURN OFF OR DECLINE THE SERVICE?HOW DOES PRO-IQ ESSENTIALS WORK WITH CUSTOMERS THAT HAVE MULTIPLE LOCATIONS?HOW DO I EVALUATE THE EFFECTIVENESS OF PRO-IQ ESSENTIALS?WILL PRO-IQ™ WORK WITH TOTAL CONNECT COMFORT (FOCUS PRO, VISION PRO, PRESTIGE, ETC)?CAN I CHANGE THEIR LOGO AND CONTACT INFORMATION AT ANY TIME?IS THERE A WAY TO SET UP CUSTOMERS OUTSIDE OF THE PRO APP?
SERVICE SET-UP
HOW DO I ADD TECHNICIANS TO MY PRO PORTAL ACCOUNT?HOW DO I GET TECHNICAL SUPPORT FOR MY SERVICE?WHO DO I CONTACT WITH QUESTIONS OR FOR ADDITIONAL SUPPORT?
HOW DOES A COMPANY SIGN-UP FOR PRO-IQ ESSENTIALS?CAN I CLAIM HOMES BEFORE I SUBSCRIBE TO PRO-IQ ESSENTIALS?
PAYMENT & BILLING
WHAT HAPPENS IF I CANCEL MY SUBSCRIPTION?HOW WILL I KNOW MY PAYMENT INFORMATION WILL BE KEPT SAFE AND SECURE?WHY IS MY CREDIT CARD BEING REJECTED?DOES MY BILLING ADDRESS HAVE TO MATCH THE ADDRESS ON FILE WITH MY CREDIT CARD?DO I HAVE TO PAY SALES TAX?
HOW DO I CANCEL MY SUBSCRIPTION?
WHAT IS YOUR REFUND POLICY?
HOW DO I REQUEST A REFUND?
WHAT IS YOUR PRIVACY POLICY?
WHAT PAYMENT METHODS CAN I USESHOULD I USE SPACES OR DASHES WHEN I ENTER MY CREDIT CARD NUMBER?HOW WILL THE CHARGE SHOW UP ON MY CREDIT CARD?WHEN WILL MY CREDIT CARD BE CHARGED?
HOW DO I RENEW MY SUBSCRIPTION?
HOW DO I UPDATE MY PAYMENT METHOD?
HOW DO I CANCEL MY ORDER?
WHEN WILL I SEE MY CREDIT APPEAR IN MY ACCOUNT?HOW DO I TURN-OFF AUTO-RENEWAL?
PRIVACY AND SECURITY
ARE COOKIES A SECURITY RISK?WHAT IS THE DIGITAL RIVER SECURE & VIRUS FREE PROTECTION?
WHY DO I NEED TO SET MY BROWSER TO ACCEPT COOKIES?
SHIPPING AND ORDER INFORMATION
HAS MY ORDER SHIPPED?
CAN I CHANGE MY SHIPPING ADDRESS AFTER I ORDER?
WHEN WILL MY BACKORDER SHIP?
HOW WILL YOU KNOW WHERE AND HOW TO SEND MY PHYSICAL PRODUCT?
DO YOU SHIP TO MY COUNTRY?
HOW DO I GET MY TRACKING NUMBER?
CAN I CHANGE MY SHIPPING METHOD AFTER I ORDER?
WHAT IS MY ORDER STATUS

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