FAQ

Payments

Changing payment details

• How do I change my billing details?
  Log into the Tungsten AP Essentials Store, click your user name in the main menu to view your profile, and click Payment method. Use the view that appears to change your payment method.

Payment receipt

• How can I get a payment receipt?

  A receipt of payment is automatically sent to your email address when payment is drafted from your credit card or PayPal account. You can also log into the Tungsten AP Essentials Store, click your user name in the main menu to view your profile, and click Invoices to see your payment history.

• When do I get billed for my usage period?

  Payment is drafted from your credit card or PayPal account at the beginning of the usage period.

Order and Delivery

• How is my service delivered to me?

  The service is provided online in the cloud, so all you need is your login information to get started. Your login info is sent to your email immediately after your order is fulfilled.

• How long does it take before I can use the product?

  You can use the service as soon as you get the account information from Tungsten AP Essentials.

• Do I get a confirmation of my order?

  Yes, you get an email confirming the order and login credentials. You can also see the confirmation of the service by logging into the Tungsten AP Essentials Store, clicking your user name in the main menu to view your profile, and clicking My plan.

Store account

Creating an account

• How do I create an account?

  An account is created for you the first time you purchase a service plan. Make sure you have a valid credit card or PayPal account at hand, so you can finish the registration process.

• My country is not in the country list but I will use invoices from a country that is in the list.

  When you register, choose the supported country in the Country setting. Your default document template will be for invoices from that country. In the Address field, specify your proper country as part of the street address.

• I have multiple sub organizations that want to use Tungsten AP Essentials, how should this be handled?

  You can sign up for one Tungsten AP Essentials account per organization, each with its own volume. If necessary, you can use email aliases when signing up. Consult your email administrator if you need help creating email aliases. If you have other organizational requirements, Contact us to discuss alternatives.

Managing a plan

• How do I change my plan?

  Log into the Tungsten AP Essentials Store with an existing account, click your user name in the main menu to view your profile, go to My plan and click Change my plan. Select the new plan that you want to upgrade to. By checking out a new plan, you are replacing your current one.

• How do I cancel my plan?

  Log into the Tungsten AP Essentials Store with an existing account, click your user name in the main menu to view your profile, go to My plan and click Cancel my plan. If you cancel your plan, you will still be able to use Tungsten AP Essentials for the remainder of the usage period.

• How long does it take for changes to my plan to be applied?

  All changes to your plan are applied directly.

• What is my current usage this period?

  You can view information about current usage by logging into Tungsten AP Essentials Admin Center as an administrator. Usage for the current period is shown on the landing page. Historic usage is available by navigating to the Explore > Document volumes report view.

• What happens after my trial period ends?

  Your account in the store remains active; however, you must sign up for a subscription to continue using Tungsten AP Essentials.

• Can I extend the trial period for demonstration puposes?

  The trial period cannot be extended, however, if you are a Tungsten AP Essentials partner, you can request a demo account, which lasts up to one year, or 500 invoices, whichever comes first. Other than time and volume limitations, demo accounts include all the features of premium accounts. When a demo license expires, you are welcome to request a renewal by ordering a new demo service plan in the store. Note that applications for demo accounts must be manually approved.

Password

• How do I change or reset my password?

  Click your user name in the main menu to view your profile and click Change password. Use the page that appears to change your password.

• I forgot my password to the account website.

  Click Forgot your password on the login page and use the page that appears to recover your password. You will receive an email that email contains a link to recover your password. If the link returns you to the store web page, it is because the password recovery link has expired, and you must try again.

Login

• How do I login to the service?

  After you create your account, you receive an email with instructions on how to log into Tungsten AP Essentials.

  If you lose your password, simply click Forgot password on the log-in view and type your user name in the dialog that appears. An email is automatically sent to the email address associated with your account. The email contains a link to a page where you can reset your password. Note that the link is only valid for 3 days. If you do not use the link before it expires, you can click Forgot password to obtain a new link. The password is not reset until you use the link and manually reset it yourself. So if you happen to remember your password after you receive the email, you can still use your password to log in.

  You have five chances to enter the correct password when logging in. If you enter the wrong password more than five times, your account is locked and your password must be reset by an administrator.

Change details

• Can I change my user details?

  Click your user name in the main menu to view your profile and click Account. Here you can can change personal details, company details, address information and contact information. Click Save to keep the changes you make.

• How can I change my username?

  The service will automatically create an account in Tungsten AP Essentials. The username cannot be changed, but you can login to Tungsten AP Essentials Admin Center if you want to create additional users or delete existing ones.

• Problems with invoices missing, not processing, not extracting data, license setup not working.

  Contact us and report the issue you detected.

Installing

• How do I install the service/product?

  No installation is required.  Implementation is fast and requires no hardware or software investments nor IT assistance.

Security & Integrity

• How do you handle my financial and personal information?

  Private data (account information such as email, company names and billing addresses) is securely stored in the database and password protected. Payment details, such as credit card numbers, are handled by the payment provider, Braintree. Braintree stores payment information safely and securely in order to facilitate reoccurring subscription payments.

  Payment authorizations made through the Tungsten AP Essentials Store are in compliance with 3DS 2 and PSD2 Strong Consumer Authentication (SCA) requirements.

• Will Tungsten Automation use my contact information?

  Tungsten Automation will use the contact information you provided in the event that the service is malfunctioning or you request help/support. Tungsten will not re-sell or distribute this information to any third party.

Feedback

• How can I suggest new functionalities or features?

  Contact us and describe the feature/function.

Features

• What features are available for me? How can I enable all features that I want?

  Depending on the plan you select, different features are available such as line-item capture. You can upgrade your plan at anytime by logging into the Tungsten AP Essentials Store, clicking your user name in the main menu to view your profile, clicking My plan and clicking Change my plan.

• How do I scan invoices for email input?

  The default setting for emailing scanned invoice files is one invoice per attachment file. If you have many invoices, you must separate them into one attachment file per invoice. Alternatively, you can login to Tungsten AP Essentials Admin Center and create additional email inboxes that handles attachments in other ways.