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Frequently Asked Questions

Pricing FAQ

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Is the payment collected for all the portal users?

Currently the payment is collected for all the portal users with the exception of the users with the Disabled status.

How many users can be added to the portal during the trial period?

You can add as many users as you wish. When the trial period is over you will be offered the pricing plan considered most suitable for the number of users the portal has at the trial period end.

Is it possible to pay for the portal for several months in advance?

Yes, currently it is possible to select yearly payment for portals. And if you would like to pay just for several months you can set up the recurring payments in your 2Checkout myAccount.

How can I set up the recurring payment?

When you make your payment, 2Checkout payment system provides an Enable auto-renewal for this order option at the Review and Place Order section. In case you tick it, the payment will be repeated automatically every month.

How can I disable the recurring payment?

You can stop the recurring payments by logging in to 2Checkout myAccount, going to My Products area and by clicking Stop automatic license renewal beneath ONLYOFFICE product that has this option enabled.

Please do not forget to stop the autorenewal payments for your portal when you decide to delete the portal.
How can I switch to another pricing plan with a bigger number of users?

In case the added users exceed the number of users allowed by the pricing plan, other users will be added as guests with view-only permissions within limits of the purchased license (2 guests per user). You can switch to another pricing plan with a bigger number of users right away and then change the guest roles in the 'People' module.

Once you buy a new subscription,

  • The new pricing plan is applied immediately.
  • The current payment period ends and the new payment period starts.
  • Change from the first payment (for the current pricing plan) is redistributed according to the new pricing plan. The new payment period also extends according to the change. See the following question to find out more details on how it is calculated.
I switched to a new pricing plan with a bigger number of users while my current payment period has not yet ended. How is the end date of the new payment period calculated?

The change (i.e. the amount of money for unused days of the first payment period) is redistributed according to the new pricing plan, and the new payment period extends to the calculated number of days. The following example illustrates the case when you switch from the monthly Business pricing plan with 3 users to the one with 5 users:

Payment Number of users Price Price per user/day ($n) Payment date Unused days Change Days extension End date of payment period
{Price}/{Number of days in a month} {Number of days in a month}-{2nd payment date} {Unused days}*{($n) for the 1st payment} {Change}/{($n) for the 2nd payment}
1st 3 active users $18 $18/31=$0.58 January, 1 31-3=28 days 28 days*$0.58/day = $16.24 - February, 1
2nd 5 active users $30 $30/31=$0.96 January, 3 - - $16.24/$0.96=16.9 February, 3 + Days extension
February, 3 + 16.9 = February, 19
How can I switch to another pricing plan with a smaller number of users?

In case the number of users is changed to a smaller value during the current payment period, no money will be returned, but starting with the next payment period the price will be changed.

How can I switch from the Business pricing plan to the Startup pricing plan?

To be able to switch to the Startup pricing plan, you should disable some services which are available for the Business pricing plan only:

  • LDAP,
  • SSO,
  • automatic backup,
  • DNS in the Portal settings,
  • all third-party services (DocuSign, Twillio, etc.).

Please make sure that your portal corresponds to the following requirements:

  • 5 active users - other users should be disabled,
  • 1 administrator,
  • 0 guests,
  • 2 GB of disk space - excessive data should be removed to free up the portal disk space.
What is going to happen if I add more users than the pricing plan allows?

In case the added users exceed the number of users allowed by the pricing plan, all the other users will be added as guests with view-only permissions.

I started to use yearly payment. Can I switch back to payments on a monthly basis?

Yes, you can. You can switch to another pricing plan with a smaller billing cycle right away. The end date of the payment period will be recalculated in the payment service.

What is the 'fixed price guaranteed'?

Using the recurring payment option, you guarantee that the price will remain the same (i.e. fixed) for you.

What security measures do you provide?

We prevent data loss and ensure its security by allowing portal access only through the HTTP with SSL (Secure Sockets Layer) encryption, assigning authentication cookies with HttpOnly attributes and binding them to the portal user's IP address, maintaining regular backups. We also guarantee the privacy of your information accrording to our Terms of Service and Privacy Policy.

How is the payment made?

Go to the Payment section of the portal Settings. There you will find offers corresponding to the current number of active portal users. You will be also able to select another pricing plan and pay for it. Please note, that in order to be able to select a pricing plan with a smaller number of users you will need to disable some of the currently active portal users.

How can I block or disable a user?

The portal administrator can set the user status as Disabled, after that the user will not be able to log in to the portal and continue to take part in the portal life.

What payment methods you support?

We support payment via 2Checkout payment system.
2Checkout (formerly Avangate) is the authorized reseller and merchant of the ONLYOFFICE products and services purchased from the official website 2Checkout provides a secure and reliable platform for selling our software products online. The whole ordering process is supported by 2Checkout, who handles all transaction data according to market security standards. 2Checkout supports multiple payment options such as Visa, MasterCard, American Express, JCB, Discover, QIWI, Paypal etc.

Do you have a refund?

We guarantee the refund of the last payment made. Please note that the refund for the yearly payment is possible within 30 days from the payment date only.

Will you draw money from my account without my knowledge?

We never withdraw money from your account without your knowledge. But it is possible to automate the payments setting the recurrent payment option in your 2Checkout account. This option can always be disabled in 2Checkout myAccount.

I stopped paying for my cloud portal. How long is the data going to be stored?

Your data, including your files and personal data, is going to be stored for six months and deleted afterwards. This is done in accordance with our privacy policy, you can pay for your cloud portal any time during these six months and restore the access to it.

We are a nonprofit organization. How can we get your software?

If you are a nonprofit organization and would like to get ONLYOFFICE, you can leave a request for ONLYOFFICE free non-commercial use by your organization here. Please follow the steps there on how to get ONLYOFFICE for your organization.

What are the limitations for the portals for non-commercial organizations?

The portals provided to non-commercial organizations are limited in user number (up to 1000 active users) and disk space (up to 2 GB of available disk space). No other limitations are applied.

Can we use Desktop Editors for our nonprofit organization or educational institution?

Yes, since ONLYOFFICE Desktop Editors are distributed under the GNU Affero General Public License (AGPL), you can freely download and install our editors here for your own purposes without any additional limitations.
Don’t forget to visit our For Education institutions and For Nonprofit organizations to find out what other options ONLYOFFICE can provide for these organizations.