Support Enquiries (Important):

1. Please first check the FAQ to see if your query is already answered there - This will be quicker than waiting for a response. Please do so in particular if you appear to be missing invoices or if your integration has stopped, as the vast majority of such enquires are quickly addressed by the FAQ.
2. Please use your registered Control Panel email address in the form below if possible, otherwise please reference it in your message.
3. Please provide example order number(s) relating to your enquiry if at all applicable as this will greatly speed-up the processing of your enquiry. Please reference an example order number even if the issue applies to all orders.

Cancellation (Important):

• If you subscribed using a PayPal account you can cancel the subscription quickly and easily yourself in PayPal:
  New PayPal Interface
  1. In your PayPal account click the settings "gear" icon at the top-right of the screen
  2. Scroll down to "Payment settings" at the bottom-right of the page
  3. Click "Pre-approved payments"
  4. Find and click on your CarryTheOne subscription
  5. Scroll to the bottom of the page and click the "Cancel Subscription" button
  6. Confirm cancellation
  Classic PayPal Interface
  1. In your PayPal account go to Profile > My Money
  2. Click Update next to My pre-approved payments
  3. Find and click on your CarryTheOne subscription
  4. Click Cancel next to Status and confirm the cancellation
  Your CarryTheOne account will automatically be terminated within a few days, but if you need to stop your integration immediately you should delete your integration from your Control Panel. You can also revoke CarryTheOne's access from your Accounting Application (via Settings in your Accounting Application) or Shopping Cart (depending on your shopping cart: by removing the CarryTheOne App, deleting the access file from your server or removing the CTO API user from the cart's administration).
  If you would be so kind, please use the form below to tell us why you cancelled so that we may improve in future.
• If you subscribed using a card directly (i.e. without using a PayPal account): Please use the form below to let us know you want to cancel, stating that you pay directly by card. Please include, if possible, your subscription number, which you should find in the payment receipt emails you receive or the initial email you received confirming the subscription. If you cannot find this, please include the email address you used for the subscription and/or your Control Panel email address (the one you use to log into CarryTheOne). (In the unlikely event that a scheduled subscription payment is collected between the time you make the request and the time we process the cancellation, this payment will of course be refunded to you in full so please do not worry.)