​Customer Service What is this charge?

What is this charge?

Help! I see a charge on my account and I don't know what it's for. There are multiple reasons why you may see a monthly or annual charge to your account from Neat. If you selected our installment payment plan option when you purchased your Neat scanner, you may see a charge for one of the monthly payments. If you are already a paid Neat cloud service subscriber, you may see a charge for your monthly payment or annual renewal of your Neat cloud service.

Free Trial When you purchase a Neat scanner, you are given a free trial for the Neat cloud service. If you receive a free trial from Neat, the free trial period begins on the date your order is placed except in cases where the scanner is bundled with an activation PIN code. You will only be charged for shipping & handling at the time of purchase. Exact shipping costs will depend on your selected shipping method, which is chosen on the checkout screen. When the trial period ends, your credit card will be charged the regular monthly amount for the premium Neat cloud subscription.

Multiple charges If you recently made a purchase with Neat, and you see multiple charges on your account, the additional charges may be pre-authorizations. Pre-authorization is the practice within the banking industry of authorizing electronic transactions done with a debit card or credit card and holding this balance as unavailable until the hold is released.  A pre-authorization is NOT a charge and will be removed from your account within 2 to 10 business days depending on your financial institution's policy. Please contact your bank or credit card company directly for specific details. Read the full policy here. You may also see an additional $3.00 charge. This is a temporary charge that will be removed with the pre-authorization.

View my account billing information When you log into your Neat account, you can view your subscription type and status. Note: If you activated your Neat Cloud with a PIN code you will not be able to access the billing portal as we do not have any of your billing information. You will, instead, be redirected to neat.com.


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