Frequently Asked Questions


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.

We are a multi-partner project. Can every partner purchase their user license?

Users running under a Team plan of an organisation can join any other project without additional license fees.

For the Project plan, in most cases, the subscription owner purchases and manages the users under the Project plan. There is also the possibility that each organization acquires user licenses in the Project plan. Please contact us.

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We have one or more projects with external partner organisations. How many users per partner should I take for my consortium?

Depending on the area of activity for which you intend to use EMDESK, we typically recommend to start with 1-5 users per organisation. Then 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 your users and/or storage at any time. For more users in the Team plan, just visit the Subscription page of your account and click ‘Edit Subscription’. Or contact us and we help you out – also with additional storage or 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, except in the case of an upgrade of users or storage.

How do I order and pay for EMDESK?

Once you are ready to purchase, just click the ‘Upgrade’ button in your trial or get in touch with us. We will help get you started and walk you through the next steps. You have the option to pay by direct debit or credit card. For annual and fixed term subscriptions, it is also possible to pay by purchase order and bank transfer.

Can I try EMDESK before ordering?

Yes, you can try EMDESK for 30 days free of charge and without obligation. You do not need to enter any credit card or bank details. If you decide to order EMDESK, you can continue working with the data from your trial version - nothing will be lost. If you do not wish to continue using EMDESK, you do not need to do anything else. Your account, including all data, will remain and automatically move to the Free plan. The trial and the paid version have the same functions.

Is there a free version of EMDESK?

Yes, EMDESK offers a free plan with unlimited users and essential functionalities.

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 (essential functionalities, 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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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 30-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 plan of EMDESK is available for unlimited users and 500 MB storage with unlimited projects and essential functionalities. It is ideal for teams just getting started with planning and managing 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 1 GB 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 trial 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 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.

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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