FAQ for Smart Insights members
We hope this FAQ answers your questions about membership. If you have anu other questions, do contact us.
Basic membership questions
Q. Where do I find the free planning resources to download?
You need to be logged-in to access these using the Sign-in link in the top right of the site.
View a full list of free basic member resources.
Expert membership questions
Q. Where is the best place to find my member resources resources?
The Smart Insights members guide recommends the top 10 resources and where to start for logged-in members.
The different tabs of our Advice page give you easy access to your Ebooks, online training courses, screencasts and templates all in one place. Relevant guides are also available when reading posts and guide on the top right.
Q. Are discounts available to students?
We want to support students as they’re the next generation of digital marketers and we recognise that the cost of course fees. So we do offer a substantial student discount. Please contact us for our student rate.
Q. How do I get access for different team members in our company?
Please contact us and we can arrange this.
Q. How long is my commitment with Expert membership?
A. Expert membership lasts for one year, and automatically renews.
Q. Can I stop my subscription part way through the year?
You can cancel whenever you like – you’ll retain Expert membership until your first year expires, and it then won’t renew.
All membership type questions
Q. What is my username and password?
You user name is the email you entered when you signed up. Your password is automatically generated and sent to you by email.
Q. I’ve forgotten my password. How do I reset it?
You can find out your password from the email we sent to you when you joined. Alternatively, choose the “lost password” link from the Sign In page.
Payment questions
Q. How secure are your payments?
We use industry standard 128 bit secure encryption for transactions – shown by the padlock in the browser bar. All payments are through PayPal – we don’t store your details. You don’t need to register with PayPal if you pay by credit card.
Q. I have a problem with payment?
These problems are rare, but you may receive a notification from PayPal when you fill in the form if there is a problem with verifying your credit card information. The most common verification problem, is where there is a mismatch of addresses for the credit card as described in the next question. If you have other problems, please contact us and we will look into it straightaway.
Q. I’m receiving a message which says “This transaction cannot be processed (#10505: Gateway Decline)”:
A. This is a message from PayPal processing – this is the reason they give:
“The error code in question refers specifically to a billing address mismatch. If the billing address does not match the address where the card statement is sent the transaction may be declined by PayPal. This is often caused by a recent move where the address on file has not been properly updated.
There is a possibility that the card is linked to your PayPal account (if you have one) with a different address and PayPal is using that instead of the billing address you entered. Please note that it is not necessary to have a PayPal account to pay with a credit card and the message refers to the PayPal credit card payment gateway“.
Q. Which countries do you support for membership payments?
We use Paypal for processing credit card payments, so payment can be made from the countries Paypal supports. However, some countries aren’t supported. Here’s Paypal’s list of supported countries.
Q. Can I print a VAT receipt/invoice?
Yes, if you chose “View Profile” top right, there is an option to print a receipt from a PDF.
Email preferences
Q. Can I change the frequency of my email?
Our Enewsletter is aimed at giving busy marketers a weekly summary when they don’t have time to scan the blogs or social streams every day. However, we have had some requests for more frequent emails. If you want to obtain these you can through registering with our feed which is on Google Feedburner, so we recommend as a trusted service.
Privacy questions
Q. Will you sell my personal details
No, we don’t rent lists, so your personal data is safe with us.
Q. How do I opt-out?
To unsubscribe from our enewsletter or promotional emails, follow the unsubscribe link on the email. For other privacy questions, see our detailed Privacy statement.
