# How can we help you?

## Payments
You can pay with your Visa, Maestro, MasterCard, Discover/Novus, Diners Club and American Express card. To process credit card payments we use [Stripe](https://stripe.com/).

## What is the refund policy?
You may terminate your subscription to the Upgrade at any time and you will not be obligated to pay any additional fees for upcoming subscription renewal periods. However, any subscription fees you have paid in advance will not be refunded unless there has been 10 days or less since the payment. For payments made in the last 10 days or less, only those payments are refundable.

## Can I buy extra SMS and voice calls (for the free plan)?
Yes, you can buy SMS (or voice calls) credits for both paid and free plan [here](https://app.uptimerobot.com/billing/checkout/extra-credits/?ref=faqs).

### SMS / voice call alerts prices

| Amount                | Price            |
|-----------------------|------------------|
| 100 messages/call     | $15.00/one-time  |
| 200 messages/calls    | $25.00/one-time  |
| 500 messages/calls    | $55.00/one-time  |
| 1000 messages/calls   | $100.00/one-time |

SMS and voice calls are added to the account only once (they don't renew) and more messages/calls can be purchased anytime.

If paying by credit card, you can enable your credits to automatically refill before running out.

A notification is sent when a few messages/calls are left.

Note: Confirmation SMS for adding/changing alert contact will also consume credit(s).

### Credit consumption details

- SMS Credit consumption per country

| Country      | Credit consumption |
|--------------|--------------------|
| Russia       | 5                  |
| Algeria      | 2                  |
| Azerbaijan   | 2                  |
| Bangladesh   | 2                  |
| Belarus      | 2                  |
| Belgium      | 2                  |
| Bulgaria     | 2                  |
| Cambodia     | 2                  |
| Cayman Islands| 2                 |
| Curaao       | 2                  |
| Denmark      | 2                  |
| Egypt        | 2                  |
| Ethiopia     | 2                  |
| Finland      | 2                  |
| Germany      | 2                  |
| Indonesia    | 2                  |
| Israel       | 2                  |
| Japan        | 2                  |
| Jordan       | 2                  |
| Madagascar   | 2                  |
| Mauritius    | 2                  |
| Nepal        | 2                  |
| Netherlands   | 2                 |
| Netherlands Antilles | 2          |
| New Caledonia| 2                  |
| New Zealand  | 2                  |
| Nigeria      | 2                  |
| Pakistan     | 2                  |
| Panama       | 2                  |
| Philippines   | 2                 |
| Sri Lanka    | 2                  |
| Trinidad and Tobago | 2             |
| Tunisia      | 2                  |
| All other countries | 1               |

- Voice call Credit consumption per country

| Country      | Credit consumption |
|--------------|--------------------|
| All countries | 2                  |

## How to cancel a subscription?
Log in to your account and go to `My Settings > Account profile > Plan > Manage subscription > Cancel subscription`.

You will need to verify a captcha and enter an approval text to confirm the action.

## How can I download my invoices?
Find all your invoices in your account under `My Settings > Account Profile > Payment History`.

## My credit card is not working
Please, contact your bank first to see if there are any issues with the payment and let us know.

## How do I update my credit card information?
To change the credit card details, please log in to your `Account's settings > Manage subscription > Change credit card used`. **You will be redirected to our payment processor’s page.**

### Stripe payment option
1. Choose **Add payment method**  
2. Keep **Use as default payment method** option checked  
3. Click on **Add** and your credit card is updated!

### 2checkout payment option
1. With the first visit, you need to create an account. For that use the order number you received in the order confirmation email from 2CheckOut and your email address used in the ordering process.  
2. Follow the instructions and set up your password.  
3. After you log in, go to `My Products` and click on `Update credit card info`.  
4. Enter your card details and click on “Add credit card info”. Now you’re all set!  
5. You can also change your credit card details or remove the card from the “Payment Methods” page.

## How do I create a monitor?
After you login to your account at UptimeRobot.com, click on the “+ Add New Monitor” on the left side.

You can choose from multiple options of monitor types:
- HTTP(s)
- Keyword
- Ping
- Port
- Heartbeat

Creating a monitor is as simple as adding a URL or IP address.

For the Keyword Monitor you need to add a specific keyword that should be (or not) present on your website. Set the “Alert When” option to “Keyword Exists” to be notified when, for example, keyword “Error” is present.

You can also choose the “Keyword Not Exists” option and enter a keyword available on your website when it’s online and functional.

For the Ping Monitor you need only the correct IP (or Host). Additionally, for the Port Monitor, you can set a URL and port, too.

For the Heartbeat Monitor enter a Friendly Name and click on “Create Monitor”. After, click on the Settings button and “Edit”. Take a look at the screenshot.

Here you will find the address to which you can send your requests. If we don’t receive one, your heartbeat monitor will become “DOWN”.

## What is a heartbeat monitor?
It works in an opposite way compared to other monitoring types. Heartbeat Monitor is the best solution to monitor endpoints inside an intranet (but connected to the internet). It's also suitable for regular/cron jobs your website/app may be performing.

We will provide a unique URL for each heartbeat monitor to which your device/server/computer will be sending requests. Once it doesn't arrive, you will receive a downtime alert.

## How do I debug a down monitor?
Firstly, please, make sure all our IPs are allow-listed on your end and by your provider. They can be all found [here](https://uptimerobot.com/help/locations/).

If there are still any issues, you can try removing the monitor and creating it again. This will change the IP address of your monitor.

If there’s a “Connection Timeout”, take a look at the Response Times graph and see if there are some longer responses. The monitor will be marked as down after 45 seconds of not being able to reach your URL.

- **I didn’t receive any notification:** If your monitor status changed and you didn't receive a notification, ensure you have attached the alert contact to your monitor. 
- **Public status page is not working:** If you are using Cloudflare, please refer to their guidelines.
- **Why is UptimeRobot free?:** UptimeRobot was launched in January 2010 as a free service to help the web community.

## Features

Uptime monitoring
- Website & endpoint monitoring
- Keyword monitoring
- Ping monitoring
- Port monitoring
- Cron job monitoring

Monitoring features
- Domain monitoring
- SSL monitoring
- Response time monitoring
- Multi-location monitoring
- DNS monitoring
- API monitoring

### Solutions
For every team:
- Devops
- Developers
- Marketers
- Support
- Business owners

### Resources
Help & learn:
- Help center
- Location and IPs
- API docs
- Knowledge hub

## Pricing

- [Log In](https://dashboard.uptimerobot.com/login?ref=header) 
- [Register for FREE](https://dashboard.uptimerobot.com/sign-up?ref=header)