Common Billing Questions

All invoices are delivered from no.reply@visualvault.com. To ensure you receive all our updates, add this email address to your contacts or safe sender list. Please note: the eAccess Portal has been discontinued.

Make all checks payable to:

VisualVault, LLC

215 Coles St, Jersey City, NJ 07310

Please include your invoice number with all payments or email your remittance to ar@visualvault.com

To pay the invoice by credit card or ACH:

Please scan the QR code, or click on the "PAY NOW" button below the QR code, on the bottom right of your invoice.

Contact Us to update the contact email for invoice delivery, or to change the bill-to and/or ship-to address.

Invoice amounts fluctuate monthly due to variations in user and document counts, as billing is calculated based on actual usage for that period. Your invoice shows the subscription fees and any overage charges incurred, corresponding to actual monthly usage data.

If you believe that you have been billed in error, we will be happy to review the issue. Contact Us no later than sixty (60) days after the due date on the invoice in which the error or problem appeared in order to receive an invoice adjustment or credit to your account.

Exceeding the allocated usage limits specified in the account subscription plan results in incurred overage charges. For example, if the subscription includes 5 users and 20 GB of storage, any additional users or storage beyond these thresholds will trigger overage fees.

Charges are applied on a per-user account basis regardless of user login activity.

Any payment not received by the due date may be assessed a late charge of up to 10% of the outstanding unpaid sum and shall bear interest at 1.5% per month or the highest legal rate then in effect, if lower, from the due date until fully paid.

VisualVault retains the right to suspend access to products and services in accordance with the terms specified in the VisualVault Hosting Agreement if the account exhibits an outstanding balance exceeding ninety (90) days past due.

During Account Suspension, all User accounts are suspended, all reports and dashboards are restricted, and any VisualVault-provisioned forms and workflow automations are limited. No data will reach your VisualVault account, and you won't be able to access your VisualVault database.

To reactive suspended services, you are required to pay the balance in full (or a minimum amount) before services resume. Please contact VisualVault Billing at ar@visualvault.com at your earliest convenience.

We’re sorry to see you go!

Authorized technical and business contacts from your organization may cancel part of the subscription or services, without terminating the account. Pricing adjustments are effective at the end of the current billing cycle, and may not be applied retroactively.

Subscription cancelation may not be immediate. When you cancel a service, users can continue logging into your database until the end of the billing cycle.

To cancel part of your subscription, contact VisualVault Client Success via the Support Portal.  

Thank you for your business!

We’re sorry to see you go!

Authorized technical and business contacts within your organization may initiate account termination. Termination fees will apply in accordance with the relevant contractual obligations, including subscription fees and applicable costs for data extraction or bulk site destruction services. VisualVault will issue a Certificate of Data Destruction, at the conclusion of the termination process.

Account Termination may not be immediate. When you terminate your account, users can continue logging into your database until the Effective Termination Date.

To terminate your account, contact VisualVault Client Success via the Support Portal. Provide a formal notice of non-renewal or termination letter, on company letterhead with authorized signature.

Thank you for your business!