Frequently Asked Questions

Getting started

How do I get started?

Start with our Free trial or schedule a short introduction to EMDESK call.

Start free trial

Do you offer a product demo?

Absolutely! Watch our demo video, book a 1:1 demo session, or plan to attend one of our live demos on our Product Tour page.

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Does the trial include all features?

The free trial includes all the features we offer on EMDESK for up to 50 users for 30 days.

Do you have a no commitment free trial period?

Yes, you can try EMDESK for 30 days free of charge with zero obligations. You can start your trial right away and you won’t be asked to enter any payment details. If you decide that EMDESK is the right solution for your project, you can continue working with the data from your trial once you order - nothing will be lost. Should you decide that EMDESK isn’t right for you at this time, you don’t need to do anything. Your account, including all its data, will remain and automatically move to the Free plan. The trial and the paid version have the same functions so you’ll have full functionality for 30 days.

Can I use my trial data if I want to continue with a paid plan?

Yes. You can use the trial to start setting up your workspace and explore EMDESK, then upgrade to a paid plan and continue working with the data from your trial. Nothing will ever be lost.

What kind of support do you provide when I’m just getting started?

All of our paid plans include full help and support for all of your users. To find out more about our support please feel free to contact us directly.

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What are the technical requirements to use EMDESK?

EMDESK is a cloud based solution, so all you need is an internet or wifi connection. There’s nothing to download or any need for administrative installation or configuration.

How does the free trial work?

When you sign up, you will be automatically enrolled in our 30-day free trial. This gives you full access to all the same features as a paid subscription, so you can see if EMDESK is the right solution for you (limit of 50 users and 5GB, but unlimited projects).
We believe in our product, and want you to be 100% sure that EMDESK is the right solution for you before you commit to ordering. Should you decide EMDESK isn’t the best solution for now, you don’t have to do anything. You’ll never be charged during or after your 30 day trial. After 30 days you’ll be moved to a free plan and lose some functionality, but your account, workspace, and all data will remain active until you request its deletion.

Can I import my data from another platform?

We have an import feature in the app. Our team will also do everything we can to help transfer your existing data to EMDESK so your transition can be as smooth as possible. In most cases, we’re able to import data from third party platforms for free, or in some cases for a small fee. While we cannot guarantee that an import will be possible, we encourage you to get in touch with us so we will discuss your options.

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

EMDESK is designed to be a project hub. This means EMDESK can be used for all your projects, the projects of your organisation, and also for other projects that you participate in. How you start is up to you. Generally, people start as a regular project member or with their own project using the Project plan and then use EMDESK and roll it out for the rest of their projects with the Team plan with unlimited projects.

Pricing

How does the pricing work?

Our plans are based on the number of users per workspace and billing terms. The more users you have and/or the longer plan you have, the bigger the savings. Estimate your price on our pricing calculator on our pricing page.

Pricing

What’s a typical EMDESK user?

A typical user is a person actively working in your workspace, creating, updating, and editing items.

We have one or more projects with externals and partner organisations. How many users per partner should I get?

Depending on the area of activity for which you intend to use EMDESK, we typically recommend to start with 3-5 users per organisation. Should you find you need more, you can add further users at any time. Please contact us and we can help figure out the best plan for you.

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Can we add additional users/storage?

Yes, you can always upgrade the number of users and/or storage at any time. To add more users in the Team plan, just visit the Subscription page of your account and click ‘Edit Subscription’. You can also contact us for help adding more users, getting additional storage, or making changes in your Project plan.

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Are there any additional costs apart from licenses?

No, there are no hidden costs or charges, with the exception of upgrading your user numbers or storage space.

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.

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.

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

Yes. Each case is considered individually and is dependent on the type of organisation (non-commercial and non-government organisations) and the reasons a discount is requested. Please contact us outlining the reasons you qualify for a discount and we’ll be happy to help you.

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Plans

What’s the difference between the Project and Team plan?

Both plans have the same set of features. The Team plan is designed for organisations with teams and partners working in multiple workspaces/projects, and the Project plan is better suited for teams and partners working in only one project/workspace.

What’s the difference between Regular users and Guest users?

Regular users are users that are actively working in EMDESK and can have any level of access within the workspace. Guest users are users who have limited access (read only) and do not count as a user when it comes to pricing.

Is the Free plan really forever free?

Absolutely! Our Free plan has all the essential features needed to get you started, with unlimited users and 500MB of storage.

Is it possible to transition from a one project plan to a multi-project plan later?

Yes, you can switch from the Project plan to the Team plan at any time. Just contact us and we’ll help you transition to the Team plan.

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Can externals or partners purchase their own user licences?

Yes, externals can purchase a separate Team plan licence to enter multiple projects. However, for the Project plan, only 1 entity can purchase licences.

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

EMDESK is designed to be a hub for all your projects and other people’s projects that you’re a part of. You can start as a regular project member or begin with your own project using the Project plan. As time goes on, you can start using EMDESK for the rest of your projects with the Team plan with unlimited projects.

How much storage is included?

The amount of storage that you receive in your workspace will depend on how many users you have purchased in your subscription, 1GB per user. However, if at any time you need additional storage, you can always contact us and we can aggregate further storage for you.

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What’s a typical EMDESK user?

A typical user is a person actively working in your workspace, creating, updating, and editing items.

Can we add additional users/storage?

Yes, you can always upgrade the number of users and/or storage at any time. To add more users in the Team plan, just visit the Subscription page of your account and click ‘Edit Subscription’. You can also contact us for help adding more users, getting additional storage, or making changes in your Project plan.

Contact us

Can I change my plan at any time?

Yes, you can upgrade your plan from a free or paid plan and add further users and storage at any time. Just go to Subscription / Billing in the Profile menu of EMDESK. This change will come into effect immediately and a prorated charge will be applied to your account. Downgrades will become effective at the end of your current term.

Contract & Payment

How do I request a quote?

Our pricing page has a price calculator with a “Request a quote” button at the bottom. You can also contact us at contact@emdesk.com to request a quote.

How do I order EMDESK?

Once you are ready to purchase, just click the ‘Upgrade’ button in the Subscriptions & Billings section of your account. You can also contact us directly and we’ll help get you started and walk you through the next steps.

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What do we need to order?

You’ll need to create an EMDESK account then go to the Subscriptions & Billings section and click Upgrade. You will need to enter a billing address and a valid VAT ID (if applicable). If you received a quotation, just confirm the quotation via email.

How do I cancel?

You can easily cancel your contract at any time to term’s end on the Subscription page of your account. If you cancel your plan before the next renewal cycle, you will retain access to paid features until the end of your subscription period. Fixed term contracts end automatically.

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 us.

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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.

Security

Is our data secure and treated confidentially?

Security and confidentiality are our highest priority. For more information on our security measures, please visit our Security Centre.

Read more

What happens to my data after my project ends?

Paid subscriptions will retain their data until you request its deletion, if your subscriptions ends, your account will move to a free plan with limited access to your data. In the case of inactive accounts, we may contact you after some time to ask you if the data is still needed, otherwise it will be deleted.

Is EMDESK GDPR compliant?

EMDESK is both committed and obligated by European and German law to protect the privacy of users and their data. For more information, please visit our Security Centre.

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Where can I review your privacy policy?

You can view our privacy policy by clicking the button below.

Privacy policy

Where can I review your terms of use?

You can view our Terms of use by clicking the button below.

Terms of use

Where is EMDESK hosted?

EMDESK is built exclusively by our own employees, who bring a wealth of experience, great track records, and proven reliability to EMDESK. Our team is located in our headquarters in Germany. The production systems and customer data is stored in secure data centres with Open Telekom Cloud (OTC) in Germany.
We put enterprise class security measures in place with strong technical, logical, and legal precautions to protect your data from loss or unauthorised access. We make sure your data is safe and secure by providing multiple layers of protection as well as controls that enable you to meet your security needs.

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Support

What kind of support do you provide?

We offer full and personal support every step of the way, with self-serve content along with personal emails and video calls. Our knowledge centre and expert support is included in every plan. You can see our articles and tutorial videos at any time at out Help Centre. We also offer in-app support with onboarding tips and direct contact with our support team. Additionally, our experts are happy to support you via email at support@emdesk.com or with best practice video calls. We usually reply with a day during normal business hours.

Do you provide Onboarding or Training?

Yes! Every plan includes onboarding sessions for your team and partners.

Do you have a live demonstration session?

Absolutely! You can register to attend our next upcoming session on our Product demo page, click the button below.

Visit page

Where can I book a call or personal demo?

You can book a call or demo with us directly on our Product demo page, click below.

Request a Demo

Other

Is EMDESK available offline?

No, there’s no offline version of EMDESK available.

Is EMDESK available in other languages?

Yes, EMDESK is available in 4 languages: English, German, Spanish, and French.

Do you have an API?

Yes, we have a non-public API, if you need integrations please contact us for further information.

Can I export my data?

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

Can we integrate EMDESK with our other tools?

Yes, just get in touch with our team and we can further discuss the integration possibilities.

Contact us

H2020 / Horizon Europe

What Horizon Europe and Horizon 2020 templates are available on EMDESK?

EMDESK offers several ready-to-use templates that populate new workspaces with predefined content – all easily customized to your needs and the way your teams work. When you create a new workspace, choose from a variety of templates – generic or specialized, e.g. Horizon Europe or H2020.

Can I use EMDESK for Horizon Europe projects?

Yes, EMDESK is designed to help you plan and execute a Horizon Europe project. During project creation just choose the right Horizon Europe template.

Are the costs for EMDESK eligible for reimbursement under Horizon Europe and H2020?

Yes, EMDESK is reimbursable in Horizon Europe and H2020 (as Other Direct Costs or overhead fees).

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