FAQ
Find answers to commonly asked questions about Corrology Knowledge Library (or Library).
About Library Subscription
Q: What subscription plans do you offer??
A: Our current subscription plans include:
Basic: Free registration required; provides a basic access license.
Professional : Available in 1-, 3-, and 12-month plans with auto-renewal and recurring payments. You can cancel your subscription at any time through the Library Account site. Once canceled, your subscription will automatically expire when your remaining subscription time is up. To cancel immediately, please contact Support Team.
Corporate : Designed for corporate, multi-user access. For details, please Contact Us.
Q: What does my Basic Subscription include?
A: The Basic Subscription includes access to the main Library content and selected graphs and tables. It does not include material-selection tables, 3D graphs, tools, or literature references.
Q: What does my Professional Subscription include?
A: The Professional Subscription includes everything in the Basic plan, plus access to all tables, 3D and 2D graphs, tools, and literature references.
Q: Is there a free trial available?
A: We do not offer free trials. However, you can subscribe to our Basic plan at no cost to access limited data and features.
Q: Can I change or upgrade my subscription plan?
A: Yes, you can change, upgrade, or cancel your subscription at any time. To do so, go to Account → My Subscription, then tap Customer Portal and follow the login instructions. You’ll be directed to log into your payment account, managed by our payment provider, Stripe, where you can manage your subscription options.
Q: Is my subscription auto-renewed?
A: The Basic subscription is free and remains active until canceled. Paid subscriptions (Professional and Corporate) auto-renew but can be canceled at any time.
Access to Knowledge Library
Q: How do I access the subscription content?
A: To access Basic content, simply register in our Library for free. On the Library’s main page, click Sign Up for Free Content and follow the instructions.
Q: Can I download/copy the library content for external use?
A: Library content is licensed for your use during the subscription period. Downloading, copying, or other external use without permission from Corrology Innovations Ltd. is prohibited.
Q: Can I access the content on multiple devices?
A: No, a single user can access the content from only one device at a time.
Q: Do I need an internet connection to access content?
A: Yes, an internet connection is required to access the content.
Canceling Subscription
Q: How can I cancel my subscription?
A: You can cancel your subscription at any time. To do so, go to Account → My Subscription, then tap Customer Portal and follow the login instructions. You will be directed to log into your payment account, managed by our payment provider, Stripe, where you can cancel your subscription.
In case of any problems with Customer Portal to cancel subscription immediately, please contact our Support Team. For security, we may need to ask a few questions to confirm your identity and subscription.
Q: Will I lose access to paid content if I cancel?
A: You will retain access to the paid content until the end of your subscription period.
Q: Can I reactivate a canceled subscription?
A: No, once you cancel your subscription, you will need to register and purchase a subscription again.
Q: Can I get a refund if I cancel mid-subscription?
A: No, if you cancel your subscription mid-term, you will not receive a refund. However, you will retain access to the content until the end of your subscription period.
Q: What happens to my data if I cancel my paid subscription?
A: If you cancel the paid subscription, you will be downgraded to Basic Plan. We will not retain your personal data longer than necessary based on the reasons for which it was collected, unless required by law to keep it for a longer period. For more details, please see our Privacy Policy.
Q: What happens to my data if I delete my Library account?
A: You may delete your Library Account by contacting our Support Team. Upon deletion of your Library Account, we will ensure that your personal data is not retained longer than necessary for the purposes for which it was collected, unless we are legally required to retain it for a longer period. For more details, please see our Privacy Policy.
Q: How to find my subscription details
A: To view your subscription details — such as type, payment/renewal period, and start/end dates — please go to My Account → My Subscription
Library Content
Q: Have questions about specific content in the library?
A: Reach out to our Support Team here — we are here to help!
Tools
Q: How safe is the data I send to the calculators/tools? Do you log or save this data?
A: The calculators and other tools in the library do not store any information within our systems. We do log failed requests to monitor and maintain the quality of our service, but we do not aggregate this data for any other purposes.
Billing and Payments
Q: When will I be billed?
A: Corrology Innovations Ltd. processes payments and invoices through the Stripe Billing gateway. Billing occurs immediately upon completing the payment process.
Q: What payment methods do you accept?
A: We partner with Stripe for payments and billing. Available payment methods are displayed at checkout.
Q: How do I update my billing information?
A: After logging into the Library, navigate to Account → My Subscription, and select Customer Portal. Follow the on-screen instructions to login to the Customer Portal.
To enter your invoice details, click the relevant link in Invoice History. This will open a new window, so ensure pop-ups are enabled in your browser. You can then view or download the invoice/receipt and review payment details.
Q: I was charged twice; what should I do?
A: If you have been accidentally charged twice, please contact immediately our Support Team. Provide details including your full name, email, subscription type, and the charged amount. We will investigate and refund any overcharge in full.
Q: How can I get a refund?
A: Refunds are processed using the original payment method used for your purchase. If you paid by credit or debit card, the refund will be credited back to that card. Please allow 7-14 business days for the refund to reflect in your account. If you have any questions or need assistance, please contact our Support Team.
Account Management
Q: How do I access my account?
A: To access your account, simply log in to the Library. Once you are logged in, click on Account in the top menu to view your account details.
Q: I forgot my password. How can I reset it?
A: If you have forgotten your login password, please click on the “Forgot your password?” link on the login window and follow the instructions provided.
Q: Can I share my subscription with others?
A: No, subscriptions are intended for individual use only and cannot be shared with others. Sharing your subscription may violate our terms of service. If you believe that someone else may benefit from our services, we encourage them to sign up for their own subscription.
Q: My Email Login doesn’t work?
A: Please contact our Support Team.
Q: The Email I used for payment doesn’t work with my login?
A: Please contact our Support Team.
Technical Issues
Q: Why is the content not loading?
A: If the content is not loading, please check your internet connection and ensure that you are logged into the correct subscription tier. If you continue to experience issues, try refreshing the page or clearing your browser’s cache. Make sure JavaScript is enabled. If the problem persists, please contact our Support Team.
Q: What devices and operating systems are supported?
A: Our service is compatible with a wide range of devices, operating systems, and browsers. We support major platforms, including Windows 11, Android, and iOS, and are optimized for popular browsers such as Safari, Chrome and Edge. For the best experience, ensure your device is running the latest operating system and browser version. While we strive to support as many configurations as possible, we cannot guarantee compatibility with all setups. If you encounter any issues, please contact our support team for assistance.
Privacy and Security
Q: How is my data protected?
A: We take your data protection seriously and do not store any personal data on our servers. Data necessary for processing payments, including your name, billing address, email, card expiration date, and the last four digits of your card, is securely stored on our payment provider’s servers, which comply with relevant data protection regulations. While we may have access to certain aggregated data, we do not store or have access to your complete credit card details or any other sensitive personal information.
Q: How can I delete my account?
A: You can delete your Library Account by contacting our Support Team.
Q: Will my data be shared with third parties?
A: No, your data will not be shared with third parties, except with our payment provider for transaction processing purposes. For more information on how we handle your personal data, please see our Privacy Policy.
Q: Can I receive a copy of my data?
A: Yes, you have the right to request a copy of your personal data. To do this, please contact us at dpo@corrology.com , and we will provide your data within the statutory timeframe.
Renewals and Expirations
Q: How can I check when my subscription expires?
A: To check your subscription details, including the expiration date, log in to the Library and navigate to Account > My Subscription. Here, you will find all the relevant information about your subscription status.
Q: How does auto-renewal work?
A: Auto-renewal means that your subscription will automatically renew at the end of each billing cycle unless you choose to cancel it. Your payment method will be charged automatically for the renewal fee on the renewal date. You will receive reminder emails before your renewal date to inform you of the upcoming charge. If you wish to cancel your subscription, you can do so at any time through your account settings before the renewal date to avoid being charged for the next billing cycle.
Q: What if I want to pause my subscription?
A: Currently, we do not offer the option to pause subscriptions. If you wish to stop your subscription, you will need to cancel it. Please be aware that canceling your subscription will end your access at the end of your current billing period. You can easily resubscribe in the future if you decide to return.
Q: How will I be notified of an upcoming renewal?
A: Prior to your subscription renewal, you will receive email notifications (7 days) with details about the renewal date, subscription plan, and billing amount. This allows you to review or make any necessary updates to your subscription before the renewal is processed.
Customer Support
Q: How do I contact customer support?
A: If your question is not answered above, you can contact our Support Team.
Library Content
Q: Who do I contact if I have questions about specific content in the library?
A: You can contact our experts here.
Calculators
Q: How safe is the data I send to the calculators? Do you log or save this data?
A: The calculators and other tools where you enter data in the library do not store any information within our systems. We do log failed requests to monitor and maintain the quality of our service. We do not aggregate this data for other purposes.
Troubleshooting
If you’re unable to log in to your account, please check the following:
- Make sure you have an active internet connection.
- Make sure you are on the correct Sign In screen.
- Make sure the email used for payment and registration in the Library are the same.
- Make sure to use the user ID and password created during account registration for sign in. Close and reopen the browser if required.
- If still cannot login, please contact Support Team.
- To find your login ID, please go to: My Account → My Library Access
- To change your password, please go to: My Account → My Library Access and tap the button Password Reset
Contact Technical Support
If your question is not answered above, you can contact Support Team.