We’re here to help
Welcome to Eleven support page! Here, you’ll find everything you need to know about using Eleven, our accounting software.
Learn how you can set up companies, invite collaborators and assign collaborators to companies.
How does the free trial work?
You can try all Eleven’s features free for 30 days. No commitment. We won’t ask for your credit card or payment information. Sign up here to get started.
Is there any long term contract?
What is your refund policy?
Eleven’s Customer Satisfaction Policy
At Eleven we strive to create quality software that you enjoy using for your business or professional life. You have a number of choices and we appreciate you giving us your business. Thank You. We have created this policy that details what we will do should we fail to meet your expectations.
If at anytime during your first month using our service you are dissatisfied, please contact us. We will do our best to address your issue, provide a work around or give a timeline for a solution that will meet your needs. If you are not satisfied, we will gladly offer you a full refund for your purchase, and downgrade your account to the free plan for that service.
Eleven doesn’t force you into an annual subscription as a condition to use our services. We prefer to give you the flexibility to choose. In exchange for you signing up for an annual up-front commitment, we offer you a significant discount over the already-low monthly subscription cost. If at anytime during your first 45 days using our service you are dissatisfied, please contact us. We will do our best to address your issue, provide a work around or give a timeline for a solution that will meet your needs. If you are not satisfied, we will gladly offer you a full refund for your purchase, and downgrade your account to the free plan.
We want you to be happy with our service throughout your entire contract, not only the first 30 days (in case of monthly subscription) and the first 45 days (in case of annual subscription). So we go beyond that. If at anytime during your contract we remove, break or discontinue functionality that was available at the time you signed up for your contract, we ask you to notify us immediately. If we fail to address it on a timely manner to your entire satisfaction, we will offer you a pro-rated refund for the reminder of your contract.
For your convenience, your monthly and yearly subscriptions will auto-renew until you cancel the service. Every time before your subscription auto-renews, we will send a mail specifying the amount that will be charged to your credit card. Similarly, after each renewal we will send you a receipt via e-mail specifying the amount that has been deducted together with the next renewal date and the next renewal amount.
We know that sometimes customers forget to cancel an account they no longer want until it is has already been charged. That’s why you can cancel your monthly/annual subscription even five business days after your renewal date, and we will still process your cancellation and give you a full refund.
For questions, please e-mail email@example.com
Exception to our Refund Policy
Please note that we will not entertain a request for refund (full or pro-rated) when we have suspended or terminated your access to Eleven Services due to a violation of our Terms of Service.
What kind of payments do you accept?
How do I cancel my subscription?
Can I cancel my subscription but still keep my data?
Can you set up Eleven for me?
What is your support policy?
Eleven Provides e-mail & telephone support (during the business hours) for signing-up, usage assistance, problem diagnosis and resolution, clarification in documentation, and technical guidance.
How do I reset my password?
How do I change my email address?
For tenant admin, please contact firstname.lastname@example.org. There is a specific process in place so that we can verify that this is indeed your tenant.
How secure is my data with Eleven?
Many people ask us this question. And rightly so; Eleven has invested a lot of time and money to ensure that your information is secure and private. We offer security on multiple levels including the physical, software and people/process levels; In fact your data is more secure than walking around with it on a laptop or even on your corporate desktops.
Physical: Eleven servers and infrastructure are located in Singapore Amazon Web Services (AWS) data centers that have multiple levels of restrictions for access including: on-premise security guards, security cameras, biometric limited access systems, and no signage to indicate where the buildings are, bullet proof glass, earthquake ratings, etc.
Hardware: Amazon Web Services employs state of the art firewall protection on multiple levels eliminating the possibility of intrusion from outside attacks
Process: Nobody in Eleven has access to the physical levels of our infrastructure which is hosted in AWS. Your data is therefore secure from inside access; Eleven performs regular vulnerability testing and is constantly enhancing its security at all levels. All data is backed up on multiple servers in multiple locations on a daily basis. This means that in the worst case, if one data center was compromised, your data could be restored from other locations with minimal disruption.