Account and Billing

---

• How do I create a free account?
• What features are limited on free service accounts?
• How to get more download download bytes (bandwidth)?
• How do I upgrade to a paid account?
• If I order more space, do I still receive the free space?
• How do I discontinue my account
• How do I increase (or decrease) my account maximum storage space?
• I forgot my password. How do I recover it?
• How do I change my password or registered email address?
• Can I change my account username?
• How do I check the next billing date on my account, or view my account balance?
• Does it require a credit card? How do I make a payment?
• Why should I deposit at DriveHQ?
• How secure is Deposit?
• What is my annual billing period? What does it happen after the service expires?
• When will my account cash balance be charged? What happens when it is not enough?
• Do you give my email address to other companies?
• Can I share my account logon with other people?
• Can I use my web account logon to access DriveHQ client software applications?
• Can I log on to more than 1 account at the same time on the same computer? Can I use your service on multiple computers?

Answers

---

DriveHQ offers easy one-step registration; just click "Sign Up Free" from the www.drivehq.com home page, read the Membership Agreement and proceed to enter your account user name, password and email address. Your new account is created instantly online; dependent on your email address, you might have to activate your account. So please check your emails after Sign-up. Some email servers might filter / block DriveHQ emails; in that case, please check the junk / bulk / trash email folders, or try a different domain email address. Once your account is activated, you can start using DriveHQ services.

Free service accounts have limited amount of storage space. While you can upload any size files, if your file size is bigger than 100MB, it is recommended to order our premium service. Otherwise, the system will pause after you have uploaded 50MB data. The free basic service never expires, however, free service users must logon every 3 months. Otherwise, your files and account may be deleted.

If you need more storage space, you can subscribe to our low-cost premium service, which will remove most of the limitations.

There is a small download limit per month for free service accounts. For personal and casual use, the "monthly max download bytes" is usually enough. If you need to download very large files, or if you share files to many other users, you will need to upgrade to our paid service, which offers much more download bytes/month. This policy enables us to keep our service price low while allowing users to try / evaluate our services for free.

As a free member, you can not publish files or website. We understand this is inconvenient, but due to a lot of service abuse, we must make sure that any user who publishes files / website on DriveHQ is a Real and Responsible user.

Use DriveHQ features and get more bandwidth program. The rule for bandwidth is as follows:

If you don't already have an account on DriveHQ.com, please sign up a free account first. You can visit www.drivehq.com, and click on the "Sign Up" button. Dependent on your email address, you might need to check your email for an activation email, or the account might be activated automatically. If you don't receive an activation email in a few minutes, please check your junk / bulk mail folder, or use a different email address.

You can then upgrade to a paid account easily online. Logon www.drivehq.com, go to My Account --> Subscribe. A Paid Account has all the benefits of a True Account, plus more storage space and fewer feature limitations.

If you use a credit card for the payment, please make sure you enter exactly the same billing info as shown on your credit card statement, otherwise, your transaction will fail. If transaction fails even if you enter the correct info, please use Pay by PayPal, or email / fax your credit card info to DriveHQ and we can manually process the transaction for you.

If a transaction fails, it will never settle. However, it might still show up in your credit card for a few days before it is cleared. This is very normal and no action is required. It will be cleared after a few more days. Please do not retry failed transactions too many times, which will result your account being disabled.

Yes. If you order our premium service, you will still receive the 1GB free storage space.

You can cancel your subscriptions on DriveHQ. If you have not subscribed to any subscription services, no action is necessary, your account will be retained as a free or true account. You can also delete all your files / emails online and abandon the account. It will be deleted later automatically.

To cancel a paid subscription, please logon www.drivehq.com website, go to My Account, click on Subscribe --> Current Subscription. Click on the subscription service that you want to cancel, then click on Cancel Subscription. The operation will cancel the subscription immediately. Please note, you must delete (reduce) your files, pay the outstanding balance and delete sub-user accounts if you have a group account.

Refunds are not offered for the unused portion of your service period, so we always suggest you cancel at the end of the subscription period, which you have already paid for. Please note when you ordered our service, you have explicitly agreed that there is no refund (return). DriveHQ offers basic service for free. You can try our services, software and features for free without making any payment. The no-refund policy is common among software and service companies because the "product" is "intangible" and you cannot return. This being said, DriveHQ always makes every effort to create value and save your cost. If you have any questions or suggestions, please feel free to contact our customer support via emails.

Please make sure you back up all data you need and delete files on DriveHQ.com. DriveHQ reserves the right to delete some or all of your data if your storage usage exceeds your account maximum storage space. After you have canceled all the subscription(s), your account will be retained as a free service account (true account).

You can subscribe (or cancel) our serivces at any time to change your account maximum storage space. Just log on to your DriveHQ account and select "My Account" --> "Subscribe" then click on Current Subscription. Please note you can subscribe to multiple service plans. By default, if you order a new subscription service, it will be a new subscription service added to your existing service plan(s). If you don't want to keep the old subscription, please cancel the old subscription online.

If you upgrade your subscription, you will not lose un-used service credit. The un-used service credit is kept in your DriveHQ account as Service Coupon Balance. You might lose a few days to one month of service credit of your old subscription depending on your monthly billing date.

After subscribe or cancel, your account maximum storage space will be changed to the new size immediately. You might need to refresh your account to see the change.

You may also contact our customer support by email for any other questions.

Password recovery is available online using the email address you used to register the account:

1. Go to DriveHQ home page: https://www.drivehq.com.
2. On main page under the Member Logon section, click on I forgot my password.
3. Follow prompts to enter your username or email address, and click on Submit.
4. DriveHQ system will automatically email your current logon info to the email address registered with your account. Please make sure to look at the junk / spam / bulk mail folders as many email servers / programs may filter our email.
5. We recommend changing your password after this procedure, as a security precaution.

To change your password, email address or any personal information, open the Account Profile page, by logging on to DriveHQ.com and clicking on "My Account". Enter the details you wish to change then click on Submit button. If you change your registered email address, the system will automatically send you a confirmation email. You must receive the confirmation email and confirm. If you don't receive the confirmation email, the chance is your email server / software has blocked it. You can only change the email address to an email address that can receive DriveHQ emails.

If your account is a sub-user account of a group account, then you can contact the group admin user to change your username. Otherwise, please email DriveHQ customer support: moc.qhevird@troppus to change your username. If the username has not been taken by other users, we can change it for you very easily.

DriveHQ uses your account registration date as the monthly billing date. To check the registration date and the account balance, simply open the Account Balance page by clicking on "My Account --> Account Balance".

A credit card is not required. The basic service is free with some restrictions. You can deposit money into your account using credit card or PayPal. PayPal also supports e-checks. For amount larger than $149.99, you can also pay by business checks or bank wire. Special arrangement can be setup for professional members or small business accounts. You have 3 ways to deposit or prepay.

Please read our DriveHQ.com Membership Agreement before making any deposits.

Deposit is a cost-effective way for small payments. For every credit card / PayPal transaction, we have to pay $.30-$.50 transaction fee. As a result, for transaction amount less than $10, we charge $0.5 transaction fee. The deposit feature can help you avoid such cost and lower your payment for low-priced services on DriveHQ. You can pay several months at once or change to annual service to save the cost and avoid the hassle of monthly payment.

"Pay by DriveHQ Prepaid" from your account cash balance is more convenient than Pay by Credit Card or PayPal. You can complete a transaction in just a couple clicks.

Deposit process is protected by 256-bit SSL, the same security used by other e-commerce businesses and financial institutions. If you use PayPal, then DriveHQ will never have access to your credit card info. If you use a Credit Card, by default, DriveHQ never keeps your credit card info. We only record the last few digits of your credit card number.

DriveHQ charges service fees monthly. Annual service is like "prepaid 12-month service with 2 months discount". When you order an annual service, DriveHQ only charges the first month service fee and the remaining money is transferred to your "Service Coupon Balance". If the first billable month is less than 30 days, we only charge the service fee by actual days in the month. The remaining money is transferred to "Service Coupon Balance". Your next monthly service charge will be automatically paid on your monthly billing date from your Service Coupon Balance first and then from your Account Cash Balance.

Subscription services are automatically charged on your monthly billing date. It automatically renews unless canceled. There will be NO REFUND once a charge is applied. However, you can cancel it at any time to avoid future charges. If your account cash balance is not enough, it will become negative. A billing statement will be emailed to you automatically. Usually you have about 30 days to pay the service fee. After 30 days of no payment, you can still logon www.drivehq.com, but certain features will be blocked. A new billing statement will be mailed automatically. If we still don't receive a payment, we reserve the right to take any actions to your account and your files, including apply a late fee, delete your files or use a collection company.

No. We never provide customer email addresses to any other companies. Your email address and account info remain safe with DriveHQ. We do reserve the right to send you product-related emails, unless you have chosen not to receive these announcements. We only do this in very rare cases involving a major version upgrade or if there is an important announcement / promotion that you should know about.

Yes. In principle, your account is licensed to you and can only be used by you. Each person accessing DriveHQ should have his/her own account. In reality, we understand such a need to share your logon info with other people. So we never limit it and will not limit it in the future.

If you need to provide access to multiple users, DriveHQ has other better options. The best solution is to use our group account service. The group account service is extremely useful and flexible. You can create/add/edit/delete/disable sub-users. You can provide sub-user logon name to your friends, team members or clients. You can share different folders to different users with different levels of access rights. You can also use the "Share and publish" feature to share folders / files to anyone, even non DriveHQ members.

Yes. DriveHQ.com is the leading Online File Storage, Online Sharing, Online Backup and FTP Server Hosting service provider. Leveraging on the state-of-the-art DriveHQ remote storage core technology, our service offers most reliable, secure and scalable storage on the Internet. It has a suite of easy-to-use client software including DriveHQ FileManager Client and DriveHQ Online Backup, etc. The client software applications are seamlessly integrated with DriveHQ.com website and therefore the Logon info is same.

Yes, you can logon to more than one account on one machine. But we don't recommend it. In general, each user should have only one account. Creating multiple free accounts for the purpose of getting more free storage space is prohibited.

You can use our service or install our client software on any number of computers. There is no extra charge.