Where is my account information?

The account owner has an Account tab located in the upper right corner of each screen.
Only the account owner sees this tab.

How do we upgrade or downgrade our account?

Click the Account tab, and click either “Upgrade” or “Downgrade” in the account chart. The plan you are currently using is highlighted. Higher plans are above, lower plans are below. (Note: To upgrade or downgrade, you must be the account owner. You can see who is the account owner by clicking on the “Users” link at the top of every screen.)

How do I cancel our account?

We believe in easy-on, easy-off service. If you need to cancel, just click the Account tab, scroll down a bit below the account chart, and you’ll see the cancellation section. Read the info, click the cancel link, confirm the cancellation, and your account will be cancelled.

What can the account owner do that other users can’t? How do I change the account owner?

The account owner is the only person that can access the Account page, upgrade, downgrade, change billing information, access invoices, and cancel the account.

To change the account owner, just click the Account tab and scroll down to the bottom of the page. You’ll see the “Change account owner” section. Once you make this change, you’ll no longer be the account owner.

How can I change my account URL?

Click the Account tab. At the top of the screen, you’ll see your current URL and an option to change it.

How do we change our credit card?

Click the Account tab and then click the “change card” link at the top of the screen. Enter the new card details on the next screen and you’ll be all set.

Can we pay for multiple months or a year in advance?

If you'd prefer to simplify your billing, you can pay in one lump sum. We'll then pull from that credit instead of charging your card every month. We'll email you when your balance runs low so you can recharge it.

To set up lump sum payment, click the "Account" link at the top of any screen. Then click the link for lump sum payments.

Can you bill us and then we’ll write you a check?

Sorry, we can only accept payment via Visa, Mastercard, and American Express.

What if I upgrade, downgrade, or cancel in the middle of our billing cycle?

If you upgrade in the middle of a billing cycle, you will get the better plan features immediately and won’t have to pay the higher rate until your next billing cycle. If you downgrade in the middle of a billing cycle, you will be moved to the lower plan immediately and you will be billed the lower rate starting next billing cycle. We do not prorate for partial months on a different plan.

How does the 30 day free trial work?

If you sign up for a paying plan right off the bat, you have 30 days to try Highrise before we ever charge you a penny. If you like the service (we hope you do) just continue using it and you’ll be charged every 30 days. If you don’t like Highrise, just cancel your account before your 30 day free trial ends and you won’t be charged at all.

Why was I charged within the first 30 days?

There are two possibilities:

1. You weren’t actually charged. It’s likely you are just seeing an authorization posted to your card. The authorization makes sure the card is valid and that there’s enough room to charge the card. This authorization amount will be removed from your account in a few days. You can confirm this with your credit card company.
2. You upgraded from free to paying within 30 days. When you upgrade from a free account to a paying account, you are ending your free trial. The free account is your free trial. Once you upgrade to a paying plan, you are upgraded immediately and you are charged for your first month.

What is your refund policy?

We offer a free trial period, but after that there are no refunds. Here’s how it works: Your initial billing comes 30 days after your original signup. If you cancel your paid account before this initial billing, you won’t be charged. If you cancel after your initial billing, we’ll stop charging your card in the future, but no refunds will be issued. For example, if your billing cycle is on the 18th of every month, and you cancel on the 24th, you’ll still have to pay for the current month, but you won’t be charged again after that.

Can I delete all my account data and start over?

Highrise doesn’t offer a mass delete feature at this time. We may add this in the future, but for now the only way to delete your account data is to do so manually.

The last import I did was wrong. Can I undo it?

To undo your last import, click the Contacts tab. Then select the item from the dropdown box that says Recently IMPORTED contacts, and the contacts from your latest import will be displayed. To select a different import, choose one from the yellow box in the sidebar, titled Your recent imports.

When you find the import you wish to undo, click the link at the top of the list that reads Undo this import.

This will delete the most recently imported group of contacts from your account. This is great for botched imports or for general mistakes that can happen when you import a large number of people.

Can Highrise work on my Mac? What about my Blackberry or iPhone?

Highrise is entirely web-based, so it works on any computer with a modern web browser and internet connection. While we don’t offer a customized mobile version of Highrise, you can access it on your internet-enabled phone easily.

Highrise doesn’t sync with any other products or programs. That means it does not sync with Blackberries or iPhones.