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NovaBACKUP's Payment Provider: Cleverbridge

This article provides an overview of Cleverbridge, the payment provider used for NovaBACKUP's webstore. Note: This does not apply to the Managed Backup Solution.

Who is Cleverbridge?

Cleverbridge is a global provider of billing and e-commerce solutions. They serve as the merchant of record for NovaBACKUP, enabling us to offer our products worldwide while managing payments, VAT collection, and compliance with local tax regulations.

What Does Cleverbridge Do?

Payment Collection

Cleverbridge handles all payment procedures during checkout and subscription renewals, including the secure collection of credit card information. They also manage VAT charges based on your billing information, ensuring compliance with local tax laws.

Invoicing

Every order processed through Cleverbridge comes with an invoice. Cleverbridge generates these invoices on our behalf, which is why you'll see both the Cleverbridge and NovaBACKUP logos on your invoice.

Renewal Management

  • Cleverbridge sends renewal reminders 30 days before your annual subscription renewal date
  • Cleverbridge charges your payment method on the anniversary date of your subscription
  • If your payment fails, or if you're using wire transfer, you have 7 days to clear your payment
  • Important: Failing to make payment within 7 days will result in:
    • Deactivation of your license and subscription
    • Loss of access to support and updates
    • Deletion of any data stored in our cloud storage

Wire Transfer Note: If your subscription is set to wire transfer, you must ensure payment is made before the renewal date to avoid service disruption.

What Cleverbridge Doesn't Do

While Cleverbridge sends your license key during the initial order, these keys are generated by NovaBACKUP. Cleverbridge forwards the license key to ensure you receive everything in one convenient email.

Available Payment Methods

Cleverbridge supports the following payment methods:

  • Credit cards (Visa, MasterCard, AMEX)
  • PayPal
  • Wire transfer
  • Additional local payment options (varies by country)

You can review all available payment methods during checkout.

Wire Transfer Note: If you select wire transfer, you'll receive your invoice and license key once Cleverbridge has received and processed your payment.

Contact Information

For Questions About Invoices or Payments

Contact Cleverbridge:

For Questions About Software or License Keys

Contact NovaBACKUP:

  • Americas, APAC, Rest of World: ols@novabackup.com
  • EMEA: kontakt@novabackup.de

Frequently Asked Questions

How do I change my payment method?

  1. Follow the "Change Payment Option" link in the confirmation email Cleverbridge sends after your order
  2. If you didn't receive this email, check your spam or junk folder
  3. Alternatively, use Cleverbridge's purchase lookup page: https://www.cleverbridge.com/?scope=cusecolp

I am tax exempt. How do I avoid being charged for tax? (US only)

Email payments-us@cleverbridge.com with the following information:

  • Seller/Vendor Name & Address: Cleverbridge Inc, 350 N Clark St #700, Chicago, IL 60654
  • Your organization's State Tax ID, EIN, or FEIN
  • Description of item(s): "Computer Software"

How do I get an invoice from a past purchase?

  1. Visit Cleverbridge's purchase lookup page: https://www.cleverbridge.com/?scope=cusecolp
  2. Enter the email address used for the purchase and click "Next"
  3. Check your email for a message from Cleverbridge (check spam/junk if needed)
  4. Click "All details on this order" in the email
  5. Scroll to "Purchase Documents" to find your invoice

How do I cancel or reactivate a subscription?

Option 1: Use the cancellation/activation link included in every email from Cleverbridge

Option 2: Email NovaBACKUP customer support:

  • Americas, APAC, Rest of World: ols@novabackup.com
  • EMEA: kontakt@novabackup.de

Important Notes:

  • Once a subscription is canceled and past its due date, it cannot be reactivated
  • You will need to sign up for a new subscription with a new license key
  • Cancelling your subscription will:
    • Deactivate your license on the anniversary date
    • Stop your backups, access to support, and cloud storage services
    • Delete data stored in NovaBACKUP Cloud (30 days after the anniversary date)

How do I change the address and/or company name on my invoice?

Contact NovaBACKUP customer support:

  • Americas, APAC, Rest of World: ols@novabackup.com
  • EMEA: kontakt@novabackup.de

Depending on your request, we may require proof of the change, such as an updated business registration.

For Reseller Partners

Ordering via the Partner Management Center

As a reseller partner, you have access to the NovaBACKUP Partner Management Center for managing customer license keys and purchasing new licenses.

Steps to purchase new licenses:

  1. Login to Partner Management Center

  2. Proceed to Checkout

    • Click "Checkout" to be redirected to Cleverbridge's login page

  3. Login to Cleverbridge

    • Note: Your Cleverbridge login credentials are different from Partner Management Center credentials
    • If you've forgotten your Cleverbridge password, reset it on the Cleverbridge login page

  4. Complete Purchase

    • Review product details
    • Enter required information including:
      • Billing details
      • Customer information
      • Licensee information (if applicable)

Note for Former Verifone/Avangate Customers

To improve your experience, we've transitioned all subscriptions to Cleverbridge. If you were previously billed by Verifone/Avangate but now receive communications from Cleverbridge, this is due to this transition.

If you have any questions about this change, please contact us at ols@novabackup.com.

Last updated: [Current Date]