Connect Billing FAQ

What happens if I add more devices than I purchased?

Currently, you cannot set a subscription limit on how many devices can be added to your PDQ Connect account. When you add more devices than your contracted quantity, a banner (shown below) will immediately begin to display for all users of your PDQ Connect account to alert you of the overage:

PDQ Connect evaluates device overages once a month after your initial purchase date (for example, if you purchased January 1, this evaluation will occur on the 1st of February, March, and so on). On this monthly recurring true-up date, PDQ Connect identifies whether the device quantity three days prior is higher than your originally contracted quantity

  • If the quantity is equal to or less than your originally contracted quantity, nothing occurs.
  • If the quantity is higher than your originally contracted quantity, you will be charged for the additional devices, prorated for the remainder of your contract period. Your original payment method will be charged and you will receive receipt by email.

What happens if my monthly recurring true-up date doesn't exist in every month?

If you were to purchase on the 29th, 30th, or 31st of a month, then your monthly recurring true-up date will be automatically shifted to an earlier numerical date, and remain fixed on that same date going forward.

For example, if you purchase on October 31st, the next true-ups would occur on November 30th (because there is no 31st of November), then December 30th, then January 30th, then February 28th (because there is no 29th or 30th of February in a common year), and then on the 28th day of each month after that.

If you would prefer to avoid this shifting behavior entirely, we would recommend timing your purchase to occur on the 28th day of a month or earlier.

Example scenario timelines

Having fewer devices than the contracted amount

  • January 8: Mark purchases a 1-year contract for 100 devices and installs the PDQ Connect agent on 100 devices.
  • January 16: Mark deletes 1 device from PDQ Connect.
  • February 8: PDQ Connect compares the quantity of devices in Mark’s PDQ Connect account as of February 5 (99) to his contracted amount (101). The device count is less than or equal to the contracted amount, so nothing occurs.

Accidentally adding devices

  • January 8: Mark purchases a 1-year contract for 100 devices and installs the PDQ Connect agent on 100 devices.
  • January 31: Mark installs the PDQ Connect agent on 3 additional devices.
    • Immediately, the overage banner appears for Mark and his teammates, alerting them to the additional devices. They decide to delete 3 devices.
  • February 1: Mark deletes 3 devices from PDQ Connect.
  • February 8: PDQ Connect compares the quantity of devices in Mark’s PDQ Connect account as of February 5 (100) to his contracted amount (100). The quantities are equal, so nothing occurs.

Intentionally adding devices and the 3-day true-up delay

  • January 8: Mark purchases a 1-year contract for 100 devices and installs the PDQ Connect agent on 100 devices.
  • February 6: Mark installs the PDQ Connect agent on 5 additional devices. 
    • Immediately, the overage banner again appears for Mark and his teammates. They decide to add 5 devices to their contract, so they intentionally take no action.
  • February 8: PDQ Connect compares the quantity of devices in Mark’s PDQ Connect account as of February 5 (100) to his contracted amount (100). The quantities are equal, so nothing occurs. 
  • March 8: PDQ Connect compares the quantity of devices in Mark’s PDQ Connect account as of March 5 (105) to his contracted amount (100). 5 additional devices are identified. Mark's original payment method is charged for the 5 additional devices, prorated for a March 8 – January 8 contract period. A receipt is emailed to Mark.

How do I change which devices make up my contracted quantity?

You may delete devices from PDQ Connect, which will automatically uninstall the PDQ Connect Agent from devices, and install the PDQ Connect Agent on an equal or lesser quantity of other devices without impacting your contracted amount. Step-by-step instructions are available in these articles: 

How do I purchase more devices?

You may purchase additional devices in either of these ways: 

      • Install the PDQ Connect agent on additional devices (your billing will occur as described above)
      • Contact Connect Sales via the form to manually purchase additional devices beyond your contracted quantity.

How do I lower my device amount?

You may adjust your contracted amount at your renewal date.

How does canceling my subscription work?

You may cancel your subscription by contacting us at any time. Canceling ensures your subscription will not automatically renew. Because you purchase your subscription for your contract period upfront, you will maintain access to PDQ Connect until your contract period ends. Once your contract ends, your account will be deleted.

We do not offer refunds for canceled subscriptions.

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