Frequently
Asked
Questions

We put together a list of the
most popular (and important)
questions we’ve been asked –
we hope you find the answers
you’re looking for.

Managing your account

Do I have access to a dashboard?

How can I update my campaign settings and targets?

Can I use my Instagram account while using SocialUpgrade?

Can I set my Instagram account to private?

Will I lose my followers if I stop using your service?

Billing & subscription

How can I cancel my subscription?

If you want to cancel your subscription, simply send an email to: hello@socialupgrade.co with your request. We will respond to your inquiry within 24 hours.

As a reminder, your service will continue until the end of your billing cycle. For example, if your billing cycle ends on the 31st, but you sent a cancellation request on the 15th, even though your subscription will be terminated on the 15th, you will continue to see growth until the 30th. If you’d like to stop the service immediately, please ask your growth specialist to do so.

If you are billed after you sent your cancellation request email, it’s possible that support has not yet processed your cancellation request. Therefore, we will process a refund on any additional billing after you sent your cancellation request.

Can I pause my subscription?

Yes – you may pause your subscription at any time. Simply send an email to: hello@socialupgrade.co and ask your growth specialist to pause your campaign for you. This is a great option if you’d like to keep your targets and account information ready for when you’d like to restart your campaign in the future.

How can I upgrade my account?

You can upgrade or downgrade your account at anytime. Simply send an email to: hello@socialupgrade.co and one of our growth specialists will be happy to help.

What is your refund policy?

If for any reason you are not satisfied with our service within 30 days of signing up, contact us for a full refund – no questions asked.

Is it possible to add a new PayPal account or change the PayPal account that’s linked to my SocialUpgrade account?

We no longer accept PayPal as a method of payment. Instead, we now proudly accept debit cards and all major credit cards. To learn more about our acceptable payment methods or how to update your payment information, please refer to the FAQ’s below titled, “How do I update my payment method?” and “What types of payment methods do you accept?”

If you have any questions, please reach out to any of our growth specialists at hello@socialupgrade.co and we will be happy to provide you with detailed instructions on how to update your payment as well as answer any other questions you may have.

How do I update my payment information?

To update your payment information, simply email: hello@socialupgrade.co and let one of our growth specialists know you’d like to update your payment information.

Please include the following information in your email so that your growth specialist can locate your account and verify your identity:

  1. The email address associated to your SocialUpgrade account;
  2. The Instagram username associated to your SocialUpgrade account;
  3. Your Transaction ID: this can be found in the “Welcome” email that was sent to you when you signed up with a debit or credit card. It can also be found in any subsequent monthly receipt that we email to you. Or if you’re a PayPal user, we’ll need your PayPal Transaction ID – which can be found in the PayPal-issued receipt that was emailed to you when you signed up for SocialUpgrade.

Once your request has been received, we will send you an email that will include a link which will take you to a secure “payment update” page where you will input your new payment information.

What types of payment methods you accept?

We accept debit cards and all major credit cards, including VISA, Mastercard, and American Express.

If you do not have a debit or credit card, you can fill-up a prepaid credit card and use your new prepaid credit card for your SocialUpgrade subscription:

How to get a Prepaid Credit Card

  1. Get a card: Purchase a card online, or at a participating retail store, bank branch or cheque-cashing location.

  2. Activate and register: Follow the directions on the card to activate.

  3. Load: Add funds to your card when you buy it in the store or add funds online.

  4. Once you've loaded your prepaid credit card:

  5. Update payment information: to update your payment information, you’ll need an email from SocialUpgrade with a secure link that is tied to your account.

    You may have already received this email. If not, further details on how you can update your payment information can be found in the FAQ above, titled “How do I update my payment method?”

  6. Check and maintain your card balance: if you are using a prepaid credit card for your SocialUpgrade subscription, it is important to maintain a balance on the card that will cover the cost of your subscription.

How to get a PayPal Prepaid Mastercard

If you want to continue using PayPal’s digital wallet, PayPal offers the PayPal Prepaid Mastercard which you can refill using the funds from your PayPal account. To set this up, follow these instructions:

  1. Get a card: you can order your free, PayPal Prepaid Mastercard online by visiting: https://www.paypal.com/us/webapps/mpp/paypal-prepaid-mastercard

  2. Activate and register: you will receive your new PayPal Prepaid Mastercard in 7-10 business days. Activate it when you receive it with the directions on the card.

  3. Load: Fill up your PayPal Prepaid Mastercard with the funds from your PayPal account.

  4. Once you've loaded your Paypal Prepaid Mastercard:

  5. Update payment information: to update your payment information, you’ll need an email from SocialUpgrade with a secure link that is tied to your account.

    You may have already received this email. If not, further details on how you can update your payment information can be found in the FAQ above, titled “How do I update my payment method?”

  6. Check and maintain your card balance: if you are using a prepaid credit card for your SocialUpgrade subscription, it is important to maintain a balance on the card that will cover the cost of your subscription.
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