Frequently Asked Questions

Pricing

Your pricing model doesn't fit us. Do you offer custom plans?

We understand that every project is different. Should our plans not meet your requirements, please contact us and we will be happy to offer a custom plan tailored to your needs.

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What is your refund policy?

We do not offer refunds. If you cancel your plan before the next renewal cycle, you will retain access to paid features until the end of your subscription period. When your subscription expires, you will lose access to paid features and all data associated with those features.

What happens when I exceed my usage limits?

If you reach your user or storage limits, you will still be able to use your project work space without limitations. We will let you know about the overage, and give you a grace period to find a plan that fits your needs or to reduce the users / used storage.

If you need more storage, but not more users, we will activate more storage space for a small monthly fee. Just contact our support team.

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What are my payment options?

All payments can be made via ACH/debit, credit card or Paypal. For annual and fixed term contracts, we can also issue an invoice with payment via PO and bank transfer. While upgrading your subscription, you will be able to choose to pay by invoice. Invoices should be settled within 14 days of issue via bank transfer.

Do you charge VAT?

We do not charge VAT, except for individuals or German organizations. As an EU company, simply enter your VAT ID number during checkout to deduct the VAT from your order.

Can we use EMDESK for all of our projects at our organisation?

EMDESK is designed to be a hub for all your projects and projects by others you are part of. You can start as a regular project member or with your first own project using the Project plan, but as you grow more familiar, you can start using EMDESK for the rest of your projects with the Team plan with unlimited projects.

Do you offer discounts to non-profit organizations or educational bodies?

Yes. We deal with each case individually depending on the type of organization (non-commercial and non-government organizations) and reasons. Please contact us outlining the reasons for a discount and we would be happy to help you.

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Can I export my data?

Your data belongs to you. You can export your data in Excel and CSV at any time.

What happens with my data when my subscription ends?

When a paid subscription ends, you continue on a free plan (1 user, 0.5 Gb) and all data will remain securely stored until you request its deletion, or you decide to reactivate your subscription.

If you need to cancel your account, please contact us before you do in order to get all the technical assistance needed.

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Do you offer discounts?

For our Team plan we grant progressive discounts starting from 20 users. With annual contracts you save up to 2 months worth of subscription and more than 20% for fixed term contracts. You can calculate the fee per user/month and total costs using the pricing calculator above.

Can I change my plan at any time?

You can upgrade your plan from a free or paid plan and add further users and storage at any time. Just get to Subscription / Billing in the Profile menu. This change will come into effect immediately without delay and a prorated charge will be applied to your account. Downgrades become effective at the end of your current term.

How long is the contract period?

You can decide how long you want to run your contract upon order. You can choose between the monthly or annual payment of your accounts. For the Project plan we also offer fixed term contracts. With annual contracts you save up to 2 months worth of subscription. For fixed term we offer more than 20% discount. To ensure uninterrupted service, monthly and annual subscriptions are automatically renewed for another term. There is no notice period to cancel the subscription. Fixed term subscription automatically end without renewal.

Can I import my data from another platform?

We will be happy to help transfer your existing data to make your transition as smooth as possible. In many cases, we are able to import data from third party platforms for free, otherwise we charge a small fee. Get in touch and we will discuss your options. We do not guarantee that an import will be possible.

What counts as a user, and how do I change them?

You will be charged only for the plan and user volume you have subscribed to. At any time you can add/remove/deactivate users, even before changing your subscription. Once you have updated the people in your team, we ask that you correct your subscription to match your current usage (we will remind you if you are exceeding your user volume).

Can the Team plan be used with more than 50 users?

Yes. EMDESK is designed for organisations and their partners to work in several projects with hundreds of users and thousands of records and documents. Please contact us for the EMDESK Team plan starting from 50 users.

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How does the free trial work?

When you sign up, you will be automatically enrolled in our 60-days trial with full access to all features to see how well it fits the way you work (50 user, 5GB and unlimited projects). We want you to be 100% happy before your order.

Should you not like to continue using EMDESK after the trial ends, you do not need to do anything. We will not charge you during or at the end of the free trial. Of course, your account and workspace and all data will remain active until you request its deletion.

If you would like to continue using EMDESK, we will ask you to choose a plan and enter your payment details at the end of the trial.

How does EMDESK’s pricing work?

The free version of EMDESK is available for one user and 500 MB storage with unlimited projects.

Our Team plan for organisations and partners with team members working on multiple projects is tiered, starting in groups of 5 users, based on the number of collaborators you expect. For more than 50 users, please contact us.

The Project plan for team members from one or several organisations working on one project is tiered, starting in groups of 25 project users (25, 50, 75, 100, 125 or 150+ users).

For each user you get 1GB storage. There is also a free version available for 1 user and 500 MB storage.

EMDESK Classic

Is my data automatically transferred to the new EMDESK?

The new EMDESK is a new software with great features, but there is no way to automatically transfer your data from the Classic version to the new one. You will need to set up your project in the new EMDESK and transfer the data manually. 

We can help you transfer the data for a charge. Please contact us and we will be glad to help you find the right solution for you.

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Can I try the new EMDESK?

Of course. You can try the new EMDESK for free. Simply sign up and start with a free plan that includes all the features.

Can I switch my EMDESK Classic subscription to the new EMDESK?

Yes. You have an opportunity to switch to the new EMDESK, however your data will not be automatically transferred there. You will need to create a new project using the new EMDESK and transfer the relevant data manually. Contact support to help you switch. 

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Will you provide maintenance and support for EMDESK Classic?

Yes. We will provide the same quality of services as before, including updates, maintenance, and support.

Can I order EMDESK Classic for my new H2020 project?

Yes, please contact us.

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Can I extend my EMDESK Classic subscription? 

Yes, as long as needed.

Are there any additional or new costs for my subscription?

No. There will be no additional or new costs for your current subscription.

I’m an EMDESK Classic user. What happens to my current subscription?

Nothing will happen to your EMDESK Classic subscription – no changes or actions are required for existing subscriptions. You will be able to use EMDESK Classic as long as needed, without limitations. We will provide the same quality of services as before, including updates, maintenance, and support.

What is the difference between EMDESK and EMDESK Classic version?

EMDESK Classic is a project management application, available since 2008 and designed for H2020 projects. In 2019, we introduced a more generic, more powerful project and work management solution for research and innovation projects – the new version of EMDESK. It helps large teams across organizations to organize and collaborate in co-funded projects while keeping maximum control and transparency.

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