# FAQ

### Getting started

<details>

<summary><strong>How can I start using Incogniton?</strong></summary>

In order to start using Incogniton, you can simply download the app from our website [here](https://incogniton.com/download-incogniton/). Once the app has been installed, choose one of our packages from the [pricing page](https://incogniton.com/pricing/), place your order and create an account, and login to the app.&#x20;

</details>

<details>

<summary><strong>How long do I have to wait before my subscription is activated?</strong> </summary>

The subscription will be immediately activated after ordering. The status **Processing** indicates that it's done. However, in case of a crypto payment, it can take several hours before the payment is confirmed.

</details>

<details>

<summary><strong>Do you offer any free plans?</strong></summary>

Yes, we offer a starter package which allows you to create 10 free profiles with all of the Incogniton features. You can order the starter package on our [pricing page](https://incogniton.com/pricing/).&#x20;

</details>

<details>

<summary><strong>Am I allowed to have multiple starter accounts?</strong></summary>

No. We monitor for multiple starter accounts; if we detect that you have multiple accounts using the starter package, this will result in a ban of all your Incogniton accounts.

</details>

### Payments

<details>

<summary><strong>How can I pay?</strong></summary>

In order to pay for your subscription and order, please follow these steps:

1. Log in to [My Account](https://incogniton.com/my-account/)
2. On the dashboard go to **Orders** and click on **Pay** next to the order you want to pay for.&#x20;
3. You will automatically go to the **checkout section**, where you can fill in your details and make the payment.&#x20;

</details>

<details>

<summary><strong>What payment methods do you accept?</strong></summary>

We accept payments via:

* PayPal
* Visa
* MasterCard
* Several types of crypto currencies

</details>

<details>

<summary><strong>How do I change the payment method?</strong></summary>

You can change your payment method via [My Account](https://incogniton.com/my-account/). It’s possible to choose the preferred payment method during checkout or beforehand in the tab **Payment methods** in your account. We also have a guide for this, see this [article](https://docs.incogniton.com/account-management/edit-account-details/change-payment-method). If you require assistance with changing your payment method, please contact our [support department](https://incogniton.com/contact/).&#x20;

</details>

<details>

<summary><strong>Why is a VAT charge added?</strong></summary>

Legislation and regulations stipulate that digital services provided by companies to consumers must be taxed with VAT (Value-Addex Tax).

There is an exemption to this for companies. To make use of this exemption we have explained in [this article](https://docs.incogniton.com/account-management/edit-account-details/exempted-from-vat) how you can fill in your company details and TaxID to get an exemption from the VAT charge.

</details>

### Subscriptions

<details>

<summary><strong>How can I downgrade or upgrade my subscription?</strong></summary>

You can upgrade or downgrade your account by choosing another package on our [pricing page](https://incogniton.com/pricing/) and cancelling your current subscription via [My Account](https://incogniton.com/my-account/).

**Important!** Please note that you need to contact our [support department](https://incogniton.com/contact/) to make sure that the unused days of your previous subscription are added to your new subscription.&#x20;

</details>

<details>

<summary><strong>What happens to the remaining days of my previous subscription after upgrading?</strong></summary>

We can compensate the remaining days of your previous subscription and add them to your new plan. Sent an email to <help@incogniton.com> so we can help you out.&#x20;

</details>

<details>

<summary><strong>How can I cancel my subscription?</strong> </summary>

You can cancel your subscription by logging in at [My Account](https://incogniton.com/my-account/) and just click on the subscription and then on the **Cancel** button.&#x20;

</details>

<details>

<summary><strong>Can I pause my subscription?</strong></summary>

If you do not want to use Incogniton and do not want your subscription to be renewed, you can send us the cancellation request. It is also possible to cancel via [the My Account area](https://incogniton.com/my-account/). If you wish to come back in the future you will simply need to order a new subscription for the same account.

</details>

<details>

<summary><strong>What if I want a custom package?</strong></summary>

We offer the possibility to set up a custom package. Go to our [pricing page](https://incogniton.com/pricing/), choose the custom package and customize the number of browser profiles and team member seats you want.&#x20;

</details>

### Other questions

<details>

<summary><strong>How can I restore my forgotten password?</strong></summary>

There are two options:

* **Option 1:** You can retrieve your password on the website. Go to [this link](https://incogniton.com/my-account/) and click on **Lost your password.** You will receive an email which gives you a link to reset your password.
* **Option 2:** You can reset your password through the application. Open the Incogniton app, click on **Forgot your password** and you will receive an email with a link to change your password.&#x20;

</details>

<details>

<summary><strong>How can I change my Incogniton email address?</strong></summary>

Please send us an email from your registered Incogniton email address to <help@incogniton.com>, and we will change it for you.

</details>

<details>

<summary><strong>How do I add a team member who already has an Incogniton account?</strong></summary>

Add the team member in your Incogniton account and let the new user change their account to a team member using [My Account](https://incogniton.com/my-account/). You won’t lose any data and can change it back to a regular account if you want to.

<figure><img src="https://1094567560-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FH8yXxFJjKNEduZ4cdtjg%2Fuploads%2FFqKfXxu4FFMvfVoNi4o8%2Fmy-account-showcase-.png?alt=media&#x26;token=c1923b3e-c9f4-4ed1-98f9-9c05db9d710b" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary><strong>How do I use Incogniton on a 32 – BIT version of Windows?</strong></summary>

1. Download and install the 64 – BIT Windows Version of Incogniton.
2. Go to the C:\Users\USERNAME\AppData\Roaming\Incogniton\Incogniton\browser\win and remove all the data in that folder.
3. Go to <https://incogniton.com/IncognitonWindowsBrowser32> and download the 32-BIT browser of Incogniton.
4. Unzip the 32-BIT file in this folder C:\Users\USERNAME\AppData\Roaming\Incogniton\Incogniton\browser\win &#x20;

You should now be able to use a 32-BIT browser with Incogniton.

</details>