Our support site has moved to https://support.intuiface.com

Information about payments made via 2Checkout (Former IntuiLab payment service provider)

    What is 2Checkout and why this might relate to you

    Beginning 7-July-2016, IntuiLab migrated to the use of Stripe as its payment service provider. Before Stripe, IntuiLab used the third party service, 2Checkout, to process transactions.

    **IMPORTANT:

    • This article only addresses customers with subscriptions purchased before 7-July-2016 because renewal billing for those subscriptions are still managed by 2Checkout. All purchases made on 7-July or later relied on the new Stripe service.
    • There is as yet no migration path from 2Checkout to Stripe for subscriptions made prior to 7-July-2016. This may change.

    Contacting 2Checkout

    2Checkout can be contacted directly by either opening a ticket or calling:

    • US & Canada: +1-877-294-0273
    • United Kingdom: +44 (0)808 234 0487
    • International: +1-614-921-2450

    Troubleshooting purchase problems with 2Checkout

    Only 2Checkout is equipped to troubleshoot payment problems; IntuiLab has neither the insight nor the ability.

    The following items should be considered if - when attempting to purchase licenses via the 2Checkout website - you are unable to complete the transaction.

    • Check your credit card to ensure it has sufficient available funds.
    • Make sure that you have entered correct billing information such as street address or a phone number.
    • Clear the cache and cookies of your Web browser.
    • Make sure pop-ups are enabled in your Web browser.
      • Visa and Mastercard have implemented an extra layer of protection for online purchases. Verified by Visa and MasterCard Secure Code are operated through a separate pop-up window. If the pop-ups are blocked, nothing will happen when you click the “Submit” button for your purchase.

    If none of the above steps work, or if you just have additional questions, please contact 2Checkout.

    How to Print an Invoice for Credit Card-based Purchases

    In order to download a copy of your invoice, head over to their 2CO website and follow the directions on the home screen.

    NOTE: Receipts are emailed to the purchaser by 2Checkout and not accessible online. If you lost your receipt, you need to contact 2Checkout directly. See below for their contact information.

    Because billing is handled by 2Checkout, the following issues should be directed to them and not to IntuiLab:

    • Charges you don't recognize
    • An error when placing an order
    • Confirming a refund
    • Reporting fraud

    Contact 2Checkout.

    Why "2CO" Is On Your Credit Card Statement

    IntuiLab uses a third party, 2Checkout, to process transactions, so your credit card purchase of IntuiFace will be recorded on your statement as a payment to 2CO.

    As a result, questions about the following issues should be directed to 2Checkout and not to IntuiLab:

    • Charges you don't recognize
    • An error when placing an order
    • Confirming a refund
    • Reporting fraud

    Contact 2Checkout.

    IntuiLab uses a third party, 2Checkout, to process transactions. As a result, questions about the following issues should be directed to 2Checkout and not to IntuiLab:

    • Credit card rejection
    • Changing the credit card on file
    • Getting a copy of your receipt
    • Charges you don't recognize
    • An error when placing an order
    • Confirming a refund
    • Reporting fraud

    Contact 2Checkout.

    The following issues should be directed to IntuiLab:

    • Order Status
    • Returns
    • Refunds (visit this page first)
    • Upgrades
    • Exchanges

    Purchase Problems After Use of a Declined Credit Card

    If your attempt to purchase IntuiFace licenses fails due to credit card rejection - for example, if you have exceeded the amount permitted for a corporate card - you might encounter difficulties using an alternative credit card.

    If a credit card is rejected, the recommendation is to clear both cookies and the cache of your Web browser before subsequent attempts to purchase licenses from the same PC. Alternatively, you could attempt your purchase from a different PC entirely.

    Either way, purchasers are also advised to contact 2Checkout's Fraud Prevention department to discuss the original, failed transaction. To contact the Fraud Prevention department:

    • Email fraud@2co.com, OR
    • Call +1-614-921-2450 extension 195 (this number is for purchasers in any country)

    Updating Your Credit Card Information for Subscription Renewal

    To update the credit card information you have on file for subscription renewal, first gather the following two pieces of information:

    • The 2Checkout.com Order Number sent to you when you first purchased your license(s). You can also find this order number on the My Purchases page of the My IntuiFace website.
    • The original credit card number OR the zip code of the original billing address.

    Now take the following steps

    1. Visit this page.
    2. Enter your order number.
    3. Enter the first 6 and last 2 number of the card currently on file.
    4. Click on "Search for order.”
    5. Enter your new billing information on our secure site.

    Solving Problems with Recurring Billing for Subscription Licenses

    Subscription license renewal is processed automatically by 2Checkout. (To stop subscription renewal, see this article.)

    If your recurring payment could not be processed by 2Checkout, you will receive 2 notification emails:

    • one from 2CO with the subject line Seller Notification: Your 2Checkout Order: IntuiLab SA, and
    • one from IntuiLab with the subject line IntuiFace – About your subscription renewal payment.

    To update the credit card information held on file by 2Checkout, follow the directions found in the payment transaction emails you received from them. You could also use this link to update your credit card information.

    Your subscription ends the day you receive the email from IntuiLab. You have a five day grace period after the subscription end date to upate your credit card information.