Making a Payment
Trial to Paid
To convert from a trial to a paid account, click the Fix this now button at the top of your screen. If you convert to a paid account, paging will not work until you additionally purchase a subscription.
There are two ways to purchase a paid account: you may pay for your account in full (agency subscription), or you may allow your users to log in and each pay for their own devices (personal subscriptions). An agency subscription does not mean your agency has to pay for all devices on the account; it just means you are purchasing a bulk subscription and will act as a group when seeking support. Agency subscriptions have access to bulk purchase discounts.
Once you select the type of account you want to purchase, select the blue Convert button under that type. The Individual option will automatically convert the account. Once this is done, make sure the account's members know they will need to log in to pay for their device to maintain service. The Agency option will give the following options for payment:
Email me an Invoice
Credit Card (or Debit Card)
Primary Account Contact
Sometimes we need to contact someone regarding your account. If you have multiple users, we don't know who to contact. You might think we would contact the person who created the account, but that is not necessarily true. Since Active911 is used by public service agencies, the person who creates an account is often not the one who ultimately administers it.
Additionally, if someone wants to start using Active911 within your agency, we want to direct them to the right person. Setting the primary contact controls whose name is listed for these requests (we don't publicly show your email address or phone number, just your name and the phone number for the agency).
Setting a Primary Account Contact
A primary account contact is set from the Agency tab of your Active911 account. Anyone may become the account contact as long as they have Edit Permissions. This is important to do before sending a check, since we cannot process a check without a Primary Account Contact.
On the Agency tab, under “Primary Account Contact,” click “Edit.”
Select a member from the dropdown list. If the member you are looking for is not in the list, go to the Members page and ensure they have Edit Permissions.
Click Confirm
A confirmation email will be sent to this person, informing them that you would like them to become the primary contact for the account. The email contains a special link. If they accept the request and click on the link, they will become the new account contact, displayed on the Agency page.
Frequently Asked Questions
How long is the subscription for? One year. If additional subscriptions are added onto an agency account partway through their annual subscription, it will be prorated to expire at the same time as the rest of the account.
If a device is paid for by another account, do we need to pay for it again? No, each device only needs to be paid for once. Once activated, it can be added to an unlimited number of accounts without requiring another subscription.
Do I need to wait until the trial is over to convert the account to Paid? No, an account can be converted at any time.
Is payment information saved? No, we do not keep payment information on file. The account must be renewed every year. If the admin chooses to pay by card, they will need to log in and re-enter the card information to process the payment.
How do members log in to pay for their own personal devices? Go to Active911.com and log in under Member Access. Enter your email and password. If you do not have your password or do not know it, leave the password field blank and select Go. This will send you a new password link to your email. Once logged in, you should see your device listed, with a blue "Fix Now for $16.65” button. If you see your device, but not the button, refresh the page. If you do not see a device listed, please check with your admin or contact Support.
How do we know the subscription will expire? The subscription expiration date will be listed on the Agency tab within the account. The Primary Account Contact will also start to receive emails from Active911 at 60 days prior to expiration as a reminder to login to renew.
How do I get a receipt? Receipts are automatically sent when payment is processed. If the payment is made by an admin by credit card, the receipt is sent to the email address of the member who is logged in. If the payment is sent via check, the Primary Account Contact is sent a receipt to their email once the payment is processed. If you do not get the receipt as expected, you can contact Support for a copy and/or to check and make sure the payment was processed correctly.