Support

Note for existing customers: "Questions before purchasing" is intended exclusively for new customers. Existing customers should please select another topic.

You can find information about the affiliate program here: Affiliate Program

You can cancel your subscription through our customer portal.

You can find instructions here: Cancel subscription

Unfortunately, a cancellation cannot be reversed due to requirements from Mastercard and Visa.

You can reactivate your license in our customer portal.
In the license details, you will find the section "License renewal" on the right with the button "Renew license".

To update your billing address, please log in to the customer portal and open your invoice.

Click on "Edit business address" to update your details.

To save the invoice as a PDF, choose the browser option "Print" and then "Save as PDF".

Unfortunately, the country cannot be changed retroactively, as a new contract is required for tax reasons.

Please cancel your license and reactivate it afterwards to update your details for future invoices.

You can find more information here: All about VAT ID

To change the VAT ID for future invoices, please send an email in English to help@paddle.com and include both the subscription ID and the new VAT ID.

For invoices that have already been issued, please also include the order number.

You can find more information about VAT here: All about VAT ID

To save your invoice as a PDF, open it in your browser and select "Print", then "Save as PDF".

You can find the print option in the browser menu, via right click, or using the keyboard shortcut "Ctrl + P".

You can add your VAT ID to the invoice retroactively and will automatically receive a refund from Paddle after a short time.

The invoice will be corrected and will no longer show any VAT.

Please note that refunds are only possible within 60 days and that Paddle does not issue separate documents for the credit note.

You can find more information about VAT here: All about VAT ID

To block websites, log in to the customer portal.

Open the "Websites" tab in the license details and click the icon in the "Block" column.

Please remove the website first in the customer portal.
Afterwards, you can enter the license key again.

You can find instructions here: Remove website

Note for existing customers: To avoid creating a new account, please use the email address of your existing account when making a purchase.

You can purchase an additional license here: Buy Borlabs Cookie

You can reactivate your license in our customer portal.

In the license details, you will find the "License renewal" section on the right with the "Renew license" button.

You can upgrade your license via our customer portal.

In the license details, select the "Upgrades" tab at the top and choose the desired license upgrade.

The remaining term of your current license will be credited and the new term will start on the day of the upgrade.

A common reason for failed payments is that the credit card is not authorized for international payments.
Our reseller Paddle is based in the UK and is therefore not part of the EU.

Please contact your bank for further information and to have your card enabled if necessary.

You can update your payment method through our Customer portal.

You can find the instructions here: Update payment method

We provide free licenses to non profit organizations and NGOs that support people, nature, or animals. Sports or music clubs do not meet these requirements.

Payment by direct debit, advance payment, or invoice is unfortunately not possible.

Payment is only available via credit card, PayPal, Apple Pay, or Google Pay.