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How do I cancel my existing iOS Penzu Pro subscription?

If you signed up for Penzu Pro through your Apple device

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before August 2012, your subscription is set to automatically renew. To turn auto-renew off, follow these steps:

  1. From your device’s Home screen, tap App Store.
  2. Tap Featured at the bottom of the screen.
  3. Scroll to the bottom of the page.
  4. Tap the Apple ID button in the
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    lower-left corner. (If you are not signed in, tap the Sign In button, and sign in with your Apple ID. Then, scroll back to the bottom of the page, and tap the Apple ID button.)

  5. Tap the View Apple ID button.
  6. Enter your password and tap OK.
  7. From the main account page, scroll down and tap Manage App Subscriptions. If you don’t have app subscriptions this button will not be displayed.
  8. You’ll then be taken to your App Subscriptions page.
  9. Tap the subscription category for which you want to disable auto-renewal.
  10. Tap ON to
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For more info on doing this, visit this link: http://support.apple.com/kb/ht4098

How do I get a refund for Penzu Classroom?

You can get an instant refund for Penzu Classroom by following these steps:

http://help.penzu.com/account/downgrade

If you upgraded from a Pro account to a Classroom account, upon downgrading you will be reverted back to a Pro user.

How do I signup for Penzu Classroom?

You can create a Penzu Classroom account by following this link: http://penzu.com/goclassroom. If you have an existing Penzu Pro account, you can upgrade to Classroom and just pay the difference. For instance, if you have an active Pro account, you will pay just $30 for a Classroom account.

I’ve attempted a refund but it only says “Downgrade”

If you purchased your account at a discount with a coupon code or through a referral link, there is no refund option available. But if you paid full price for a Penzu Pro subscription, and did so witihin the last 30-days but don’t see a refund option, please contact us using the form at http://penzu.com/gethelp before downgrading.

How do I go about receiving a refund?

If you purchased your account at a discount with a coupon code or through a referral link, there is no refund option available. But if you paid full price for a Penzu Pro subscription, and did so witihin the last 30-days, you can receive an instant refund for your purchase by following these steps: http://help.penzu.com/account/downgrade

Can I get a refund if I upgraded using a Promo Code?

As stated in our refund policy, we don’t refund purchases made through referral links or promo codes.

My Pro account was renewed and I didn’t want it to be!

Sorry about that! We turn auto-renew on to save people from losing their Pro features and so they don’t have to manually renew their account.

You can get an instant refund, however, by following these steps: http://help.penzu.com/account/downgrade

How much does Penzu Classroom cost?

Penzu Classroom costs $49 US per year. There is no tax or extra charges. You can pay with VISA, MASTERCARD, and Paypal here. There is a 30-day money-back guarantee with all purchases. Read more about our refund policy here.

How do I cancel auto-renewal? (Pro)

If you upgrade to Penzu Pro, we create an automatic renewal for you so you don’t have to input your information again next year and so that you account doesn’t get cancelled.

If you’d prefer to turn off auto-renew, you can do so by following these steps:

1. Login to Penzu and go to your Account page (or just visit https://penzu.com/account):

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2. Click on the Billing Information tab:

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3. Then click on the “Turn Off” link to not have your payment method charged again:

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My friend signed up for Penzu but I never got upgraded to Pro for free!

If you friend has signed up for pro using your referral link, and subsequently paid $15.20 instead of $19, you should have received an email letting you know that your account has been upgraded to Pro for free. You can also check your Account page for a notice to claim the upgrade. If not, either the recipient didn’t go Pro or did but paid full price. They must use your link and they must upgrade to Penzu Pro or else you will not be upgraded.

For more information, please follow this link: http://penzu.com/referral

How much does Penzu Pro cost?

Penzu Pro costs $19 US per year. There is no tax or extra charges. You can pay with VISA, MASTERCARD, and Paypal here. There is a 30-day money-back guarantee with all purchases. Read more about our refund policy here.

Can I use a referral link to extend my existing Pro account?

Unfortunately the referral discount only applies to new registrations or existing Free users. For those with a Penzu Pro account, you cannot obtain the 20% discount to renew or extend your existing subscription.

You can, however, extend your Pro subscription for free by sharing your referral link. Once someone uses that to upgrade their account, you will get another year for no cost!

How do I change my time zone?

To change the time zone associated with your Penzu account, follow these steps:

1. Go to your Settings page by clicking on the “Settings” link at the top right of your page:

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2. Click on “Settings for Entire Account” at the top of the page:

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3. Find the Time Zone setting at the top. Select your zone and click “Save”.

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The date on all entries (future and past ones) will be updated, and even your reminders will adjust to your new timezone…

How does the Referral Program work?

The Penzu Referral Program is a great way for you to enjoy Penzu Pro for free! All you need to do is have at least one other person sign-up for Penzu Pro using your referral link (found on your Account page) and you’ll be notified to upgrade instantly!

If you are already a Penzu Pro user, you can still participate in the Referral Program. Just share your referral link from your Account page and you’ll receive a one-year extension on your Pro account for free!

IMPORTANT NOTE: If you are purchasing Penzu Pro through a referral link, your purchase (which is discounted) is not refundable. We usually offer a 30-day money-back guarantee, but that is only available if you pay full price for Penzu Pro. So if you do decide to upgrade through a referral link, you cannot request a refund and the sale is final.

What is the Penzu Referral Program?

The Penzu Referral Program is a way for you to upgrade to Penzu Pro (or extend your existing Penzu Pro membership) entirely for free! All you have to do is follow these steps:

1. Login or Sign-up for Penzu.

2. Go to your Account page (https://penzu.com/account).

3. At the top of the Account page, there will be an option to share your referral link via Email, Twitter, and/or Facebook.

4. Share your referral link with your friends.

5. If your friends sign-up using your referral link, you will Go Pro for free or get a one-year extension on your existing Pro account. Your referral link also gives the purchaser a 20% off of their purchase!

You will receive an email with instructions on how to upgrade your account should one or many friends use your referral link to Go Pro.

You can learn more about the Referral Program here.

How do I downgrade or cancel my Pro account? (Pro)

To cancel or downgrade your Penzu Pro account to a Free account, follow these instructions:

1. Open a journal and click on the Account link in the top right of your screen:

account1

2. Scroll down to the bottom of the page and you’ll see a red button that says “Downgrade”.

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If you’re Downgrading within 30-days of purchase, the button will say “Downgrade & Refund”. Otherwise, a refund may not available.

If you purchased your account at a discount with a coupon code or through a referral link, there is no refund option available. But if you paid full price for a Penzu Pro subscription, and did so witihin the last 30-days but don’t see a refund option, please contact us using the form at http://penzu.com/gethelp before downgrading.

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If you purchased your account at a discount with a coupon code or through a referral link, there is no refund option available. But if you paid full price for a Penzu Pro subscription, and did so witihin the last 30-days but don’t see a refund option, please contact us at https://penzu.com/gethelp before downgrading.

3. Clicking on the “Downgrade” will bring up a confirmation popup:

Picture 11

4. Click the red “Confirm Downgrade” button to immediately downgrade your account.

Upon downgrade all of your entries will still remain in your account but all Pro formatting and features will be lost. If you had multiple journals, downgrading will merge them into one journal. Please make sure that all of your encrypted entries have been unlocked before you do so.

An email will be sent to you confirming the downgrade. All of your payment information will be immediately removed from our system. However, if you were seeking a refund, you must downgrade within 30 days of purchasing your Pro account. The downgrade button will say “Downgrade & Refund” in that case. If it just says “Downgrade” as in the above image, you cannot get a refund.

How do I log out of my Penzu account?

Once logged in, you can log out two ways:

Clicking the “Log Out” link at the bottom of the Journals page:

logout2

Or you can click Log Out from the top right corner of the Pad window:

logout

Why is there a $1 charge on my VISA bill after upgrading to Penzu Pro?

Some people might see a $1 charge on top of the $19 charge for upgrading to Penzu Pro. Don’t be alarmed, this is just an authorization done by our merchant bank to ensure that your credit card is valid. It will be refunded to you in a few days. We don’t have control over this, but apparently it helps prevent fraud and faulty cards. If the charge doesn’t get refunded after a few days, please contact us at https://penzu.com/gethelp to let us know.

What is your refund policy?

If you purchase or renew a Penzu Pro account and decide you don’t like the service, you can get a refund within 30 days of purchase. You can get a refund if on your Account page, the Downgrade button says “Downgrade & Refund”, like so:

Picture 21

If it just says “Downgrade”, you are not eligible for a refund.

We don’t allow partial refunds, only full refunds. So if you purchase more than a one year subscription, you can only get refunded for the full amount.

We don’t refund purchases made through referral links or promo codes. We also don’t refund gift purchases if the gift has been redeemed.

Refunds are debited back to the original method of purchase and can take up to a week to see on your credit card. Paypal refunds are instant.

What happens to my entries if Penzu goes out of business?

There have been a lot of questions over the years as to whether free Penzu users will be able to export their data should anything happen to our company. We wanted to officially answer the question here and in our help section to put your minds at ease…

Should Penzu have to close its doors (very unlikely scenario at this point since we are a bootstrapped company), all users will have the ability to export their journals into an XML or TXT file. We understand that you invest a lot of time and faith in Penzu, so we want to ensure that you never lose your hard (and most personal) work.

Currently, Penzu Pro users can export their data whenever they please. There’s a limit on number of entries that can be exported to PDF, but we’re working on that. So if you’re really concerned, you can upgrade to Pro and save your journals somewhere else for extra insurance. We do, however, backup, protect, and encrypt everything you write.

So in the extremely unlikely scenario that Penzu can’t continue to operate, you will always have access to what you own, which is your data. If you have any other questions, feel free to email us.

What forms of payment to you accept?

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Penzu accepts VISA, Mastercard, and Paypal at the moment.

How do I pay for a Pro account using Paypal?

To pay for a Penzu Pro account using Paypal, choose “Paypal” from the Select Payment Method drop-down menu on the Pro Sign-Up page.

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Check the “I agree to the Terms of Use and Privacy Policy.” box and click the green Submit button. From there you must login to your Paypal account and then just follow the instructions on the screen to complete your purchase.

How can I manually renew my Pro account?

To manually renew your Penzu Pro account, you must first turn-off auto-renew from your account page. Then you can manually renew your Pro account by following these steps:

1. Go to your Account page at https://penzu.com/account:

Picture 17

2. Click on “Billing Information”:

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3. Then click on the “Renew” button in the payment info box:

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After that, a renew popup will appear where you can enter your payment info if required. You can renew for multiple years (up to 5) and get a discount!

How do I edit my payment information?

To edit your credit card payment details, follow these easy steps:

1. Visit your Account page by clicking on the Account link in the top right global nav (or by going to https://penzu.com/account):

Picture 17

2. On you Account page, click on “Billing Information”:

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3. Then click “Edit” next to the Payment Info:

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4. You can then update your info and save it to your account. In order to update your credit card information, you need to re-enter it all. Same goes for your address as well:

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Note: Paypal payment info cannot be edited unless you renew again. It can, however, be changed to new Visa or Mastercard information.

How do I change languages?

Currently Penzu is only available in English. We are working on it and will have other languages soon!

How do I change my avatar/profile picture?

To change your avatar you can either click on your avatar in the top right-hand corner of your screen or click “Change” next to your avatar on your Account page. A popup will appear allowing you to choose a new avatar, or if you are a Penzu Pro user, you can upload a custom avatar!

Avatar

How do I change my password?

To change your password, follow these steps:

1. Go to your Account page:

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2. Scroll down the page and you’ll find the “Email and Password” section where you can change your password:

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What happens if I forget to renew my account?

If you turn-off auto-renewal, and forget to manually renew your Penzu account, no sweat. You will receive a notice upon expiry that will tell you how you can restore and renew your account. If you do not renew, your account is NOT downgraded automatically. You will always have the chance to renew your subscription and access your account. We will never delete your account even if it has expired.

If you don’t want to renew, you can downgrade your account to a free account. All entries will remain intact but all Pro-related formatting (like fonts, tags, customizations etc) will be lost.

What does Auto-Renew mean?

By default, once you sign-up for Penzu Pro, your account is set to auto-renew. That means that upon expiry of your Pro account one year from when you signed-up, the same credit card will be charged $19US for another year. If you wish to disable this, you can do so on your account page. Just click the Turn-off Auto-renew button and your account will require a manual renewal if you decide to continue using Penzu Pro for another year.

How do I upgrade to a Pro account?

You can upgrade your Free Penzu account to a Pro account at any time. To Go Pro, click one of the various Go Pro buttons on our splash pages, or click here.

How do I change the email associated with my account?

To change your associated email account, simply follow these instructions:

1. click on the Account link at the top right of your screen:

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2. Then scroll down the page to the “Email and Password” section.  Click the green “Change” button next to your current email address.

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3. We require that you enter a verification code in order to change your email address (to avoid intruders getting control of your account). Click on the Send Verification Code button and check your inbox for a message from us.

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4. Once you have your code, simply click on the “Change” button again and enter it along with your new desired email.

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If the email address associated with your account is inaccessible, please contact us at https://penzu.com/gethelp and we can help you.

How do I access my settings page?

To access your settings page, simply click on the Settings link at the top right of your screen. Here, you will be able to change your Penzu account settings.

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How do I access my account page?

To access your account page, simply click on the Account link at the top right of your screen. Here, you will be able to change your Penzu account information.

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How do I reactivate my account?

Once your Penzu account is deactivated, it can be reactivated by clicking the link sent to you in the reactivation email. If you didn’t receive an email, you can reactivate your account by logging in with your old credentials or by following this link: http://penzu.com/account/reactivate

How do I permanently delete my account?

To permanently remove your Penzu account from our system, please follow these steps:

1. You must first deactivate your account. To deactivate your account, visit your Account page:

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2. Scroll down the page to the bottom and click on the “Deactivate” button:

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3. Once deactivated you will receive an email confirmation. Then, you are required to make a request in writing via email to support@penzu.com to permanently delete your account. We will manually remove your account and all of your entries within 48 hours.

How do I deactivate/disable my account?

To deactivate/disable your Penzu account, follow these steps:

1. You must first deactivate your account. To deactivate your account, visit your Account page:

account1

2. Scroll down the page to the bottom and click on the “Deactivate” button:

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All of your entries and account information are still saved on our servers unless you email us directly to request a permanent deletion. Your account can be reactivated simply by attempting to login with your email address. We will send you an email with instructions to reactivate from there.

How do I log in?

To log in, click the Log In link at the top right of the page or visit the Log In page here.

How do I create an account?

To create a Penzu account, you must sign up. You can also do this by clicking the green sign-up button at the top right your screen in the Pad interface, or the Free Sign-Up button on the landing page. We require only your name, email address, and password to get started.

Penzu won’t accept my credit card…

If you are trying to upgrade to Pro and can’t, or are receiving this error: “Credit Card Transaction Failed” it could mean that you have entered incorrect information or that your credit card is invalid.

Please follow these steps to solve this problem:

1) Make sure all of your information is correct and your name, card number, expiry, and CVV match up properly with your credit card. We accept only VISA and MASTERCARD so Amex and other cards will NOT work.

2) Double check that you have entered your information properly in the checkout fields as indicated.

3) Try a different credit card if you have one.

4) A method that is sure to work is to signup for Paypal. You can add funds to your Paypal account from your bank account and then pay for a Pro membership with those funds using the Express Checkout payment method on the Penzu Pro sign-up page. While this isn’t ideal, and might take a while, it will work every time so long as funds can be transferred to your Paypal account.

5) Finally, as a last resort, you can use a friend or family credit card and pay them back. After all, it’s only $19!

Please contact support (support [at] penzu.com) if you are still having issues. We sincerely apologize for any people that are experiencing trouble upgrading.

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