We have listed below answers to common questions we receive about the licensing and billing process in ChemInventory. If you have any queries which are not included below, or would like more information about the details on this page, please feel free to get in touch with our support team.

How can I start a free trial?

If you created your inventory through our sign-up page, there is no specific action you need to take to start your free trial: it will begin automatically when your ChemInventory usage rises above the limits of the free plan . The trial period usually lasts for 30 days, but if you require further time please get in touch with our support team at the link below.

How can I switch between license types?

The best method to manage an individual inventory license is from the Inventory Management page, which is accessible to users with Administrator privileges. From the License & Settings panel you can select the license type you would like to purchase.

It is possible to renew an existing license within six months of its expiry. You can upgrade an individual inventory license at any time (for example from the Basic account tier to the Premium tier). Any time remaining on your existing license will be credited towards the cost of the new license. If you would like to downgrade your inventory, from the Basic tier to the Premium tier, please get in touch with our support team at the link below.

If you would like to shift from an individual inventory license to a site or enterprise license, we would be more than happy to help migrate your existing inventory information. Please get in touch with our support team at the link below to start this process.

What is the difference between single tenant and multi tenant hosting?

Under most ChemInventory license types, data is stored on multi-tenant servers. This means that your data is stored alongside data of our other customers. It is worth noting that we take stringent measures to ensure that your data cannot be seen by other customers, and likewise you are unable to see data that is not your own.

Under ChemInventory's Dedicated Cloud installation, one of the enterprise licenses available, data is hosted on single-tenant servers. Under this license type, we provision and manage servers reserved solely for your organization's use. Only your data is stored on these servers; other customer data does not reside alongside yours.

Can I get an invoice in a currency different to what my card was charged?

When purchasing or renewing a license from the Inventory Management page, you can select the currency you wish to be billed in by clicking on the applicable currency code. Currently ChemInventory licenses can be purchased in USD, EUR and GBP. When processing the transaction, ChemInventory will charge your card in the currency you have selected. The invoice emailed to you will also be made out in this currency.

We are unfortunately unable to change the currency listed on your invoice to be made out in anything other than the currency that your card was charged. If you have selected a currency different to your bank account's standard currency, then your bank may add on foreign exchange and transaction fees. You will need to get in touch with your bank to see if this is the case.

Why does my renewed license apply from the date of payment, rather than the expiry of my old license?

Any time remaining on your existing license will be credited towards the cost of your new license. This is why the amount displayed on your invoice following payment may be less than the prices listed on our pricing page . This ensures that you have not paid twice for the same time. Your new license will run for 12 months from the date that the payment was processed.

Why is my credit/debit card declined when trying to pay online?

Our parent company, Antipodes Scientific Ltd , is based in New Zealand. Occasionally banks block international transactions on credit/debit cards as an anti-fraud measure. If your card details are correct as entered onto ChemInventory's payments page and you are still receiving a declined message, then you will need to contact your bank to let them know that the charge is expected. They will temporarily lift the block on international transactions and the payment should clear.

Why am I receiving an error message saying "An account already exists for this email address outside your organization"?

This message is displayed to administrators when they try to add a user account when the email address entered is already in use by a user account outside their inventory or site license. ChemInventory prevents the linking of external user accounts as a security measure. This message may arise in situations where the user has created an inventory for themselves through the sign-up page, rather than having an administrator create one for them in an existing inventory or site license structure.

Before the existing email address can be used, the user's account will need to be disabled in any inventories they have access to. If they have signed up for an inventory themselves, they can close their inventory from the Inventory Management page by clicking on the License & Settings button then the Close Inventory button.