Customer Care
Need help fast? Check the Usenet.nl online support documentation for quick answers to common questions.
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Customer Care
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Contract
Difficulties with your account
1.1
I finished the registration, paid via PayPal, but I am not able to download yet.
Please check if the payment has already been completed: Log in to your PayPal account and check the status of your payment. Should this say "Pending", please contact PayPal.
If the payment status is a different one, our Customer Care will be glad to help – 24 hours a day, 7 days a week. You can contact us via our support form or hotline.
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1.2
I have paid all my invoices. When can I access my download volume without any restrictions?
Your contract will be reactivated as soon as possible, generally within 7 days.
You can check whether all invoices have actually been paid for by logging into the member area and clicking on "Invoices". If any outstanding amount shows up, simply contact our friendly service team – 24 hours / 7 days a week – either call our Support Hotline or use our Online Support Form. We will help you to process for your payment, so you can access your download volume shortly.
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Questions regarding payment
2.1
How can I pay?
There are several payment methods you can choose from:
- Worldwide: PayPal, Credit Card
- Germany, Netherlands: PayPal, Credit Card, Direct Debit
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2.2
I have received a reminder.
When you click on "Invoices" in your member area, you can see which amount is still outstanding. Please click on the link we have sent you in the reminder to pay the invoice which has not been settled yet.
If you have any questions regarding the invoice, please get in touch with our accounting department. You will find the contact information in the reminder.
As soon as we have received your payment, your account will of course be reactivated as soon as possible.
Start own inquiry.
2.3
I would like to pay on a monthly basis.
Simply change to our monthly package: Go to the member area, click on "Download volume recharge" and choose the desired running period.
Please note that we are not able to offer you the same benefits with a monthly package as you would have with a long-term package.
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Questions on download volume
3.1
How do I get new download volume or change my package?
With only a few clicks:
Log in to the member area and click on "Download volume recharge". There you can choose the desired option.
The new download volume can be used immediately. However, any unused download volume will expire upon recharge.
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3.2
I would like to know how much download volume I have left.
You can check your remaining download volume in the following two places:
- Displayed in real-time: in the middle of the software under "Download"
- Displayed after refreshing the website: in the top right corner of your member area.
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Cancellation
4.1
What are the cancellation deadlines?
During the Usenet.nl trial period the contract can be cancelled at any time before the end of the 14 days.
If you have a regular package, the cancellation has to take place until one day before the next renewal.
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4.2
I would like to cancel my account.
You can choose between the following options:
- Log into the member area, go to "My Account" and click on "Cancel"
- Simply use our online support form
Unfortunately, it is not possible to cancel an account by contacting our support hotline.
During your free trial, your account can be cancelled anytime. If you have subscribed for a regular package, cancellation must be carried out one day before the next renewal.If you have a regular package, the cancellation has to take place until one day before the next renewal.
Start own inquiry.
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one of our friendly support representatives and we’ll be happy to help - 24 hours a day, 7 day a week!
