Frequently Asked Questions

Billing

  • What methods can I pay with?
    • Visa
    • Mastercard
    • American Express
    • Discover
    • Diners Club
  • Is your payment method secure?
    • All payments are securely processed over HTTPS using TLS. Credit card information is encrypted and securely stored in a separate hosting infrastructure from our primary services.
  • Will my credit card be charged immediately?
    • Yes, your credit card will be charged once you complete the sign-up process.
  • Can I change my credit card used?
    • Yes, you can change the credit card used at any time. Simply login to your ESP account, select your account name at the top right, then click on My Account, then click on Edit Billing and enter your new credit card number.
  • Can I pay quarterly, or at some other interval than monthly or yearly?
    • Currently ESP is offered on a monthly or yearly subscription.
  • How do I change my billing date?
    • If you need to change your billing date contact our sales team.
  • How do I see my billing history?
    • Login to your ESP account, select your account name at the top right, then click on My Account, then click on View Payment History.
  • How do I see the receipts for my charges?
    • Login to your ESP account, select your account name at the top right, then click on My Account, then click on View Payment History, click on icon in the Details column for the particular receipt you would like to view, then click on View Receipt.
  • Why was I charged earlier than expected?
    • Sometimes charges may not go through on the same day of the month, for example if your billing date is on the 31st of the month, you may be charged on the last day of the month instead.
  • I got a message that there was an issue with my payment method. What do I do?
    • Verify that your payment method is valid and has an available balance necessary to cover the ESP subscription. If you need to update your payment method, simply login to your ESP account, select your account name at the top right, then click on My Account, click on Edit Billing and update your payment details.
  • How will the charges show up on my credit card?
    • The charges will appear as Passport Online ESP on your credit card statement.
  • If my account beomes deauthorized from Facebook will I still be charged?
    • Yes, in order to cancel your account and billing, you will need to log in to your ESP account, select your account name at the top right, then click on My Account, then click on Cancel Account, choose the reason you are cancelling and click the Yes, Please Cancel button.
  • If I delete my profile will I still be charged?
    • Yes, in order to cancel your account and billing you need to log in to your ESP account, select your account name at the top right, then click on My Account, then click on Cancel Account, choose the reason you are cancelling and click the Yes, Please Cancel button.

Cancellation

  • How do I cancel my account?
    • We're sorry to see you go. In order to cancel, login to your ESP account, click on My Account, then click on Cancel Account, choose the reason you are cancelling and click the Yes, Please Cancel button.
  • Is there penalty for cancellation?
    • No, there is no penalty for cancellation. You may cancel at any time. Please note, your account will be active until the end of the billing period you have already paid for. For example, if your billing date is the 10th and you cancel on the 20th you will have access to ESP through the 10th of the next month.
  • Are there any additional fees?
    • There are no additional fees for ESP. You simply choose the subscription plan that you would like and that is all you pay each month.
  • What if I don't like the service?
    • You can cancel any time, but there is no refund. Your account will remain active until the end of the subscription period you have paid for.

Subscriptions

  • Can I change the user of my account?
    • If you need to change the user of your account contact our sales department.
  • I have multiple Facebook pages that I want ESP to post to, how do I set that up?
    • Contact our sales team to purchase an extended license that allows for posting to multiple pages. They can provide you with specific pricing.
  • I'm not sure if ESP is right for me, do you offer a free trial?
    • We do not offer a trial period however you can cancel your account at any time. Please note there is no refund when you cancel, however your account will remain available for use until the end of the subscription period you have paid for.
  • I'm not sure if the Advanced Delivery option is right for me, do you offer a free trial?
    • We do not offer a trail period, however you can change your subscription at any time. If you decide that the Advanced Delivery option is not right for you, simply change your subscription plan. Please note, there is no refund however Advanced Delivery will remain available on your account until the end of the subscription period you have paid for.
  • How can I see my current plan and pricing?
    • Login to your ESP account, click on My Account. Your current plan and pricing are shown under the Active Plan headline.
  • How do I change my plan?
    • Login to your ESP account, click on My Account, click on Change Subscription Plan and select the plan you would like to change to.
  • I'm outside the US, can I still use ESP?
    • Yes. You may find that select posts are North America centric (for example, close to home), however those a small portion of the overall posts available within ESP.

Posts

  • Can I edit the posts in ESP before they are sent to my page?
    • If you have the Advanced Delivery option you will be able to edit the post captions within ESP before they are sent to your page.
  • Can I change the time a post is scheduled for?
    • If you have the Advanced Delivery option you will be able to edit the time a post is scheduled for before it is sent to your page.
  • I see a post is scheduled that I don't want sent to my page, how can I delete it?
    • Simply click the Block button next to any post that you do not want sent to your page.

Notifications

  • Will you send me notification emails?
    • We will occasionally send you notification emails if there is an issue related to your account (for example, if there is an issue with your payment, or if you need to reauthorize your account with Facebook), and if there are updates or new features related to ESP that you should be aware of.