Welcome to Parallels Support

What is this charge on my credit/debit card?

If you see a charge from us on your statement, it’s likely either for software you purchased or a renewal of an existing subscription.

For any charge, we send a confirmation email that contains all your order information.

If you didn’t receive that, please check your spam or junk mail folder or try our easy-to-use Purchase Lookup page.

How do I cancel my subscription?

Cancelling your subscription is easy! Most of the time, the confirmation email we sent after your payment was processed will contain a link to cancel or manage your subscription settings.

If you don’t have that email, please follow the step-by-step instructions below or watch this GIF to find out how to cancel your subscription.

Step-by-step instructions:

1. Go to our easy-to-use purchase lookup page.
2. Scroll down and insert the email address that you used when you made your purchase and enter the characters that you see in the captcha verification form.
3. Click on next.
4. Go to your email inbox and open your requested overview. If you didn’t receive an email, it may have been filtered to your junk or spam folder if you have one, so we recommend that you check there.
5. Click on the link 'all details on this order'.
6. Scroll down to 'Subscription cancelation'. Sometimes this is referred to as 'Automatic renewal cancelation' or 'Manage your subscription'. Here’s an example of what you’re looking for:

Note: Cancelling a subscription stops all future billing renewals but does not result in a refund of your order. If you would like to request a refund, please follow steps listed in article below.

How do I receive a refund?

In many cases, a refund can easily be granted once you provide us with your request and after we have checked some basic order information such as the company you purchased from, your purchase date, and what payment method you chose.

Based on all that information, we will either send you a validation e-mail to continue with the refund process or ask you to contact our team separately.

If you would like to request a full refund of your order, please fill out this this form. Please note that partial refunds are not possible here. If you need a partial or a VAT/sales tax refund, please contact our Customer Service Team.

Have product or installation questions?

If you’re asking for a refund because you’re having trouble installing or using the product or service you purchased, please reach out to our Technical Support teams by clicking here.

I placed an order. Why didn't I receive my product?

There are multiple reasons why you may not have received your product after placing an order.

Please review the following list:

• The credit card payment was declined. Click here for more details.
• If PayPal was selected, the payment was not yet submitted (see below for more info)
• If you submitted your payment via wire transfers, ACH or check and the payment hasn’t been credited to our account yet. Check corresponding articles.
• The order was successfully paid for, but the delivery email was filtered to your spam or junk folder.

Additional information about PayPal payments

After submitting your order online, you were automatically redirected to the PayPal website to authorize your payment. In addition, you should have received an order confirmation email that contains a link to pay by PayPal. Payments submitted via either one of these options will be applied to your order immediately.

Once payment is received, you'll receive an email with your download and license information, along with support options and a receipt for your purchase. If you did not receive a confirmation email, please check your spam and junk mail folders or use our purchase lookup page to locate your order information.

How can I cancel an unpaid order?

You may cancel an order if you have not yet submitted payment. To cancel an unpaid order, please submit a cancellation request through our contact form. Once your request has been processed, you will receive an email confirming your cancellation.

Where is my product registration information?

The license key, activation code, serial number and/or download link for your purchased product is listed in your order confirmation email.

If you are missing any of this information, please visit our purchase lookup page to relocate it.

Where can I find the Terms and Conditions (TC)?

You can find the terms and conditions which apply for your order in the confirmation email.

What exactly will I receive if my product is delivered by email?

Products are delivered electronically via email.

For products delivered by email, you will receive an order confirmation email that includes a download link and/or a license key, serial number or activation code.

If you did not receive a confirmation email for your order, please check your spam and junk mail folders or use our purchase lookup page to locate your order information.

When will I receive my product?

How quickly you receive your product depends on several factors, including the payment option, who is delivering your product and whether you ordered a digital or physical product. Instant payment options like credit/debit card payments generally result in faster product delivery than offline payment options that take longer to process.

If you need further assistance, please contact our Support Team.

What happens after I place an order?

As soon as your payment is successfully processed, you’ll see a page containing all the pertinent information about your order.

We also send all the same information to the email address that you enter into the shopping cart form.

If you don’t receive the email or need to have it re-sent, you can always head to our easy-to-use Purchase Lookup page. Just enter in your email address and we’ll send it right to your inbox. If you don’t see it, please check your junk or spam folder if you have one.

How can I receive an invoice for my order?

You should have received an invoice in the order confirmation email that we sent you right after your payment was processed.

Please follow the step-by-step instructions or watch the GIF below to find out how to retrieve your invoice.

Step-by-step instructions:

1. Go to our easy-to-use purchase lookup page.
2. Scroll down and insert the email address that you used when you made your purchase and enter the characters that you see in the captcha verification form.
3. Click on next.
4. Go to your email inbox and open your requested overview. If you didn’t receive an email, it may have been filtered to your junk or spam folder if you have one, so we recommend that you check there.
5. Click on the link 'all details on this order'
6. Scroll down to 'Purchase Documents' and click on 'Invoice'.

If there’s anything else you need, please feel free to contact Customer Support.

How can I change my payment option for my order?

We send a confirmation email after any order is placed.  If you haven't issued a payment yet, your confirmation email will contain a link to “Change Payment Option.”  From there, you can select whichever payment method you like from the available options.

If you didn’t receive an email, it may have been filtered to your junk or spam folder, so we recommend that you check there.  You can also try our easy-to-use purchase lookup page to retrieve information for any orders you’ve placed.

Why was my credit card declined?

For your privacy and security, credit card issuers don’t share information about why a card was declined with third parties. 

It could be as simple as information that was entered incorrectly, or your card may have a hold or block on international transactions.

We sent you an email informing you that your payment was declined.  In this message you’ll find a link to “Change Payment Option”, which you can use to either re-try your payment again or to try with a different card or payment method. 

If you didn’t receive it, please check your junk or spam folder or try our easy-to-use Purchase Lookup page to have it re-sent.

Or, you can call the number on the back of your card and ask exactly why your charge was declined and ask that they allow it on the next try.

How long will it take to process my check payment?

As soon as we receive your payment, it will be manually assigned to your order listed on the given check.

Should you have been waiting longer for your payment to be assigned to an order or still haven’t gotten your confirmation email, please remember to check your spam or junk email folders, or try our easy-to-use purchase lookup page.

If you have any other questions, please feel free to contact Support Team.

How long will it take to process my ACH payment?

It usually takes 1-3 business days for an ACH payment to clear and reach our U.S. bank account.

As soon as we receive your payment, it will be manually assigned to your order.

Should you have been waiting longer for your payment to be assigned to an order or still haven’t gotten your confirmation email, please remember to check your spam or junk email folders, or try our easy-to-use purchase lookup page.

If you have any other questions, please feel free to contact Support Team.

Why am I am being charged with taxes in Canada?

Recently Canada announced some changes in taxation regulations. The scope of the federal sales tax regime (GST/HST) has been extended to non-resident providers of digital services starting July 1, 2021.

Hence a tax rate of 5% GST (Goods and Services tax) will be applicable nationwide.

In several provinces this tax will be combined with the provincial tax. The cumulative percentage of federal (5% GST) and provincial tax (depending on each jurisdiction) generates the Harmonized Sales Tax (HST). You can see the applicable tax rates for your region as follows:

How long will it take to process my Wire Transfer?

It usually takes 2-4 business days for wire transfer payments from European countries to reach our account. Outside of Europe it can take 5-10 business days.

As soon as we receive your payment, you’ll get an email with your invoice and order information.  There’s no need to confirm with us when you’ve completed the transfer.

If it’s been longer than the times listed above and you still haven’t gotten your confirmation email, please remember to check your spam or junk email folders, or try our easy-to-use purchase lookup page.

Is it safe to pay for my online order with a credit/debit card?

Cleverbridge maintains compliance with PCI DSS (Payment Card Industry Data Security Standard) to ensure payment card data security and provide a secure ecommerce environment for our customers. The PCI DSS standard specifies requirements for network architecture, software development, security management and other critical proactive measures to ensure the safety of payment card transactions. On an annual basis, a Qualified Security Assessor thoroughly examines the processes within Cleverbridge to make sure PCI regulations are enforced.

When confirming an order, Cleverbridge reveal only the last four digits of customer credit card numbers. Of course, the entire credit card number is transmitted to the appropriate payment processor during order processing. Due to the requirements of the PCI DSS, this transfer is secured using TLS. For more information on TLS, please click here.

For more information about data privacy and security, refer to the Cleverbridge Privacy Policy.

GDPR compliance

The General Data Protection Regulation (GDPR) is a regulation sponsored by the European Commission that impacts how businesses collect and store customers’ personal data. This legislation took effect on May 25, 2018, and replaced the existing European data protection directive that touches nearly every company selling online.

We treat personal information with the utmost respect for privacy. We maintain commercially reasonable and appropriate physical, electronic, and managerial measures and procedures to safeguard and secure your personal information during data collection, transmission and storage. Your data is only accessible to authorized personnel who are familiar with our data privacy policies.

We offer services that support your rights to privacy under the GDPR:

• Right of access: You have the right to access a copy of your personal data stored by Cleverbridge, upon request.
• Right to rectification: You have the right to request that any inaccurate personal data stored by Cleverbridge be corrected.
• Right to restriction of processing / right to erasure: You have the right to request that any personal data stored by Cleverbridge be erased or blocked.

How secure is the online transaction?

All access to the online shop's ordering pages is granted using Transport Layer Security (TLS) technology, which encrypts personal information you provide during the ordering process. Therefore, your personal information is transferred through this secure channel and confidential data is protected against being intercepted by third parties. To ensure this level of security, our systems use a certificate in keeping with ecommerce industry practice. This certificate is issued by a trusted security provider. All standard web browsers support this technology and accept the certificates from trusted providers automatically. However, no company can fully eliminate security risks associated with personal information.