Renewing Services
We want to make renewing your service as straightforward as possible. Whether you’re approaching your renewal date or planning ahead, this page answers the most common questions about the renewal process, making changes to your plan, and what to expect. If you can’t find the answer you’re looking for here, our support team is always happy to help – just reach out to us directly.
We’ll notify you in several ways to ensure you don’t miss your renewal date:
Two weeks before renewal: You’ll receive an automatic renewal reminder via email.
On your renewal date: Our team will attempt to contact you by phone to confirm your renewal.
If we’re unable to reach you by phone: We’ll follow up with additional email notifications and, if you’ve opted in for text messages, we’ll also send you an SMS reminder.
We recommend keeping your contact information up to date in your account to ensure you receive all renewal notifications. If you have any questions about your upcoming renewal, please don’t hesitate to reach out to our team.
We understand that circumstances can change, and we want to work with you to continue your service whenever possible.
Grace period: We provide a grace period after your renewal date to allow you time to make your renewal payment. During this time, your service will continue as normal.
Multiple contact attempts: Our team will make several attempts to reach you during the grace period to discuss your renewal options.
Service suspension: If we don’t receive a response or payment after multiple contact attempts, your service will be suspended. Once suspended, any mail received on your behalf will be returned to the sender.
If you’re experiencing difficulty with your renewal or need to discuss alternative arrangements, please contact us as soon as possible. We’re here to help find a solution that works for you.
We send renewal reminders through multiple channels including email, telephone calls, and SMS messages. If you haven’t received a reminder, here are some steps you can take:
Check your junk or spam folders: Sometimes automated emails can be filtered into these folders. We recommend adding our email address to your safe sender list to ensure future notifications reach your inbox.
Verify your contact information: Make sure your email address, phone number, and other contact details are current in your account settings.
Contact us directly: If you’re unsure when your renewal is due or haven’t received any notifications, please reach out to us:
Email – [email protected]
Telephone – 0800 328 7494
Online chat facility – At the bottom of your screen
Our team can confirm your renewal date and resend any necessary information. We’re here to help ensure you stay informed about your service renewal.
Our Client Services team is here to help with any questions or concerns about your renewal.
How to reach us:
Email – [email protected]
Telephone – 0800 328 7494
Online chat facility – At the bottom of your screen
Whether you need clarification about your renewal date, want to discuss your service options, or have billing questions, our team is ready to assist you. We’re committed to making your renewal process as smooth as possible.
We offer several convenient payment options for manually renewing your service:
Online payment: Log in to your account and enter your card details to process your renewal payment instantly.
Bank transfer: You can make a payment directly to our bank account. Our banking details can be found here. Please remember to include your Cusatomer reference number with your payment.
Cheque: Send a cheque made payable to Small Firms Services LTD to our office address:
Small Firms Services LTD
Union House
111 New Union Street
Coventry
CV1 2NT
Please include your customer number or invoice reference with your cheque to ensure we can apply your payment correctly.
If you need assistance with any of these payment methods or have questions about your renewal amount, please don’t hesitate to contact our Client Services team.
Yes, renewal time is a great opportunity to adjust your service plan to better meet your current needs.
How to make changes: To amend your service plan, please contact us through any of the following methods:
Email – [email protected]
Telephone – 0800 328 7494
Online chat facility – At the bottom of your screen
What happens next: Once we receive your request, our team will remove your current product from your account and issue a new invoice for your updated service plan. This ensures your billing reflects the changes from your renewal date forward.
We’re happy to discuss the different service options available and help you choose the plan that’s right for you. Don’t hesitate to reach out if you have questions about which plan would work best.
Automatic Renewals
Automatic renewal is a convenient way to ensure your service continues without interruption. By setting up automatic renewal, your payment will be processed by our system, saving you time and giving you peace of mind. Below you’ll find answers to common questions about how automatic renewals work and how to manage this feature on your account.
All client accounts have the ability to set up automatic renewals, but this feature is not enabled by default.
How to check: Log in to your account and navigate to your Order History section, and select the latest invoice. If automatic renewal is currently active, you’ll see the option to cancel the automatic renewal in the left-hand menu.
How to set it up: When making a renewal payment online, you can choose to save your card details for future use. By enabling this option, your payment method will be saved and used to automatically process your next renewal.
If you’re unsure whether automatic renewal is currently enabled on your account or need help setting it up, please contact our Client Services team, and we’ll be happy to assist you.
Setting up automatic renewal is quick and easy when you make an online payment.
To enable automatic renewal:
- Log in to your account
- Process your payment using a debit or credit card
- Toggle the option to save your card details for automatic payments
Once enabled, your saved payment method will be used to automatically process future renewals on the anniversary of your payment date, ensuring uninterrupted service.
If you need assistance enabling automatic renewal or have questions about how it works, please contact our Client Services team and we’ll be happy to help.
Your automatic renewal payment will be debited on the anniversary of when you originally made your payment, rather than on your invoice renewal date.
How this works:
For example, if your invoice date is the 17th of the month, but you made your payment early last year on the 13th, your automatic renewal payment will be processed on the 13th the following year.
This means your payment may be debited a few days before or after your official renewal date, depending on when you originally paid. You’ll receive your standard renewal notification when your invoice is due, which will help you track when your payment has been or will be processed.
If you have questions about your specific automatic payment date or would like to confirm when your next payment will be debited, please contact our Client Services team.
You can easily disable automatic renewal at any time through your online account.
To turn off automatic renewal:
Go to the Order History section
Select any invoice from your account
Once the invoice loads, look at the menu on the left side of the screen
Click the option to Cancel Automatic Payment
Your automatic renewal will be disabled immediately, and you’ll need to manually renew your service when your next renewal date arrives. You’ll still receive all standard renewal reminders to ensure you don’t miss your renewal.
If you have any difficulty locating this option or need assistance, please contact our Client Services team.
If your automatic renewal payment is unsuccessful, we’ll take the following steps to help you maintain your service:
Retry attempt: Our system will automatically attempt to process the payment again at a later date using the same card details.
If the retry is unsuccessful: Your automatic renewal subscription will be cancelled to prevent further failed payment attempts.
Email notification: We’ll send you an email to let you know that your payment was unsuccessful and your automatic renewal has been cancelled.
What you need to do: Simply log in to your account and enter new payment details to process your renewal and, if desired, re-enable automatic renewal for future payments.
If you need assistance making a payment or have questions about a failed payment, please contact our Client Services team.
