Not sure which department to submit a helpdesk ticket to? No worries, we know it can be a lot! Here is an outline of where your technical, billing or other questions can be directed:

Ask Before Buying:
This is where you can ask all of your general questions before you purchase Kartra! However, if you do want an overview, you can check out our Kartranaut Platform Training and our Kartra Technical Documentation. If you still have questions, we are here to answer those for you!
 

Billing:
This department is here to assist you with any questions you have regarding your Kartra subscription with us! Did you know that a lot of your Billing needs can be handled in the Billing self-serve area of your account? Options include—but are not limited to—upgrading your plan, updating your credit card, downloading your invoice, and should you need to, cancelling (We hope not!).

For billing concerns, our team will require you to verify ownership of your account. For faster service, please submit your ticket with the email address associated with your account, and include the following: 

• Account email address
• Account username
• Question (include details of your request)

Some common requests that are submitted to the billing department are:

• Cancellation
• Refunds
• Freeze your account
• Invoice questions
• Problems with a purchase
• Credit card changes

Kartra Affiliate Program: 

Are you one of our Affiliates or want to become one of our Affiliates?! If so, we are here to help you with any of your affiliate needs or questions you may have!  You can also visit our Kartra Affiliate Partners page for more information or to apply! 

Technical Support:
Have you already checked out the Kartranaut Platform Training and our Kartra Technical Documentation and still have technical questions? No worries! The technical support department is our most diverse department and are here to help you with all your technical needs! 

To speed up the process, make sure to submit your ticket from the email address attached to your account. This would be the email address you purchased Kartra with, or the email currently listed in your Kartra profile. We also suggest that you include the following in your ticket:

• Account Email:
• Account Username:
• Question (If it’s for a specific asset in your account, please include details such as the name of the asset)

Below are some common items that are submitted to this department:

• Logins
• Sequences 
• Domains 
• Calendars
• Memberships
• Pages/Page Builder
• Forms/Opt-ins
• Blocklisted Emails (Blacklisted Emails)
• Safelist Requests (Whitelist Requests)
• Import Declines
• Product Configuration
• Videos 
• Checkouts
• IP Blocks 
• Resetting Security Questions
• And much more! 

First off, welcome to Kartra! We are so excited to have you! 

It is very simple to log in to your new Kartra Account. To do so, you can navigate to app.kartra.com/login and enter the email you used when purchasing along with the password you chose after completing your subscription purchase. Once in your account, you will be prompted with a welcome video and tutorial. Along with access to all our amazing features, you’ll now also have access to our built-in wiki page where you can learn all about them!

Can't log in? No sweat, Here are some common confusions that happen with logins: 

• If you are using the login screen, you will need to enter your email address or username (aka your “domain nickname”). If your email address isn’t working, try your username instead.
• If you are copying and pasting your password from somewhere else, make sure you haven’t copied any extra spaces at the beginning or the end of the string of text. 
• If you are typing your password, make sure all the characters are accurate, it is very common to mistake a lowercase L with an uppercase i, or a zero for the letter O.
• If you did not select a username (domain nickname) after checkout or were not able to complete your account setup, please submit a helpdesk ticket and select “Billing” as the department. 

Have you received this error message: "This Kartra account is not active" ?

• There are a few select reasons this may be displayed and requires a helpdesk ticket. Please submit a helpdesk ticket and select “Billing” as the department. 

If you are having difficulty logging in or you cannot remember your password, you can reset it. 

• Go to the login screen found here [app.kartra.com/login].
• Click the "Forgot password" link at the bottom. 
• You will see a pop-up asking you to enter your username (not your email), then click Reset password, and you will get a password reset email.

Please Note:  The email should be in your inbox within a few minutes. If you do not see it, please check your spam and/or promotion folders. Make sure to mark notifications@kartra.com as safe to help ensure you receive all account-related notifications and emails. 

Once you click the reset password link in your received email, you will be given a temporary password. Please do the following:

1. Copy the password (you will need this later!) and click the “Proceed to Login” button. 
2. Log into your account using the temporary password
   
   To change the temporary password:
    
3. Navigate to “My Profile”
4. Click on pencil edit button next to the password 
5. Enter current temporary password, your new password, and security answer
6. Click “Change”

If you have any difficulty after that, please do not attempt to log in multiple times. Please submit a helpdesk ticket using your account email, with the following information, so that we can further assist you:

1. Your Account Email/Username
2. The device(s), browser(s), and operating system(s) you are trying this in.
3. A video of what you are seeing/doing when you try to log in. For screenshares, we recommend tools such as Techsmith Capture or Loom, which allow you to copy and paste the URL into your message so you can send as many as you need and there is no chance of difficulty losing an attachment.

Want to change your email? No problem! You can easily update the email address that is associated with your Kartra account by doing the following:

• Log in to your Kartra Account
• Click on your avatar image in the top-right corner of your account, then click on "Profile"
• Edit the EMAIL field, and click on Save in the top-right corner 
• You will be prompted to enter the answer to your security question

You are unable to change your username in Kartra. This is used as a unique identifier that cannot be changed by us or our users. 

You also cannot choose the name Kartra as part of your username.  We strongly caution against using words that could be misleading or that might confuse or intentionally relate your identity to Kartra's.

Not a fan of your current Username or of having your Username visible to others and want to hide it? This can be somewhat complicated, but don't worry, it's not impossible!

There are two options for this:

1. Cancel your account and repurchase

​​For this route, you will need to submit a ticket to the helpdesk from your account email, with this information to make the process easy and efficient:  

• Account Email/Username
• Mention that you would like to start a new account so that you have a new username and would like to receive information on how to transfer your assets to the new account.

      2. Connect a custom domain with your account 

Connecting a custom domain allows you to hide your username (in most instances) by using your own domain (https://yourdomain.com) instead of the default one (https://username.kartra.com). 

Resource on Domain connections: ​https://documentation.kartra.com/category/custom-domains/

 
There are some URLs in the Kartra system that cannot be customized. These URLs are designed to be linked behind ads, buttons, images, hyperlinks, etc., and hidden from the public. Some examples are as follows:

• Tracking links 
  • Split test links
  • Double-opt-in confirmation links
  • Standard tracking links 

If you are having difficulty logging in or you cannot remember your password, you can reset it. 

• Go to the login screen found here [app.kartra.com/login].
• Click the "Forgot password" link at the bottom. 
• You will see a pop-up asking you to enter your username (not your email), then click Reset password, and you will get a password reset email.

Please Note: The email should be in your inbox within a few minutes. If you do not see it, please check your spam and/or promotion folders. Make sure to mark notifications@kartra.com as safe to help ensure you receive all account-related notifications and emails. 

Once you click the reset password link in your received email, you will be given a temporary password. Please do the following:

1. Copy the password (you will need this later!) and click the “Proceed to Login” button. 
2. Log in to your account using the temporary password.

​To change the temporary password:

1. Navigate to “My Profile”
2. Click on the pencil edit button next to the password 
3. Enter the current temporary password, your new password, and security answer
4. Click “Change”

If you have any difficulty after that, please do not attempt to log in multiple times. Please submit a helpdesk ticket using your account email, with the following information, so that we can further assist you:

1. Your Account Email/Username
2. The device(s), browser(s), and operating system(s) you are trying this in.
3. A video of what you are seeing/doing when you try to log in. For screen-shares, we recommend tools such as Techsmith Capture or Loom, which allow you to copy and paste the URL into your message so you can send as many as you need and there is no chance of difficulty losing an attachment.

Want to take Kartra for a test drive before committing? Sign up for a one-time Kartra trial found here: Try Kartra for $1.

Don't worry; this can happen from time to time! However, we need to address this via the Helpdesk. Here are some tips to make this process a bit quicker and easier:

• Email us at support@kartra.com with the subject line “IP Blocked”
• In the email, include the following:
  • Your Account Username
  • Your IP address
  • Details about your IP and the nature of what it is. Is this your home, a hotel, an internet cafe? Something else?
  • A screenshot of a speed test for your computer: https://www.speedtest.net/
  • Email for the Kartra account you are accessing
  • The most recent actions you completed in Kartra before the block appeared and your account was working
  • Do multiple people use your IP?
  • A screenshot of the IP block you are seeing on your end
  • Do you have or are you using a VPN?

For screen-shares, we recommend tools such as Techsmith Capture or Loom, which allow you to copy and paste the URL into your message so you can send as many as you need and there is no chance of difficulty losing an attachment.

Have you purchased a membership or course from someone using Kartra? That's amazing! We love to see our customers using Kartra to sell to their customers. 

If you have purchased a product from an individual using the Kartra shopping cart, not Genesis Digital directly, we are unable to provide direct support for that business’s products or for any difficulties you experience with that person's membership site or login pages.  However, we would suggest you reach out to the vendor for help.  You may find the information to contact them by:

• Reviewing your original purchase invoice for a phone number or email address.
• Locating a contact page or helpdesk on the site your originally purchased the membership or course from.

Kartra functions as a shopping cart for thousands of different businesses. You will see the Kartra logo on all receipts, but it is not a Genesis Digital product unless it is the Kartra app, WebinarJam, or EverWebinar. 

Do you need to reset your Security Question? While there is no way to do this on your own, our support team will help you with that! All you need to do is submit a helpdesk ticket to the “Technical Support” department. 

All requests for Security Questions to be reset MUST be submitted from the email address currently attached to your account. Please use the subject line: “Reset my Security Question”. 
 

While the Kartra user interface is only available in English, most customer-facing features are available to be edited into the language of your choice! 

For checkouts, you have the option to display in either a single language, or you can set it to display dynamically and adapt to the visitor’s geo-location. The options available for this checkout language feature are as follows: 
Bulgarian, Danish, Dutch, English, Finnish, French, German, Italian, Norwegian, Polish, Portuguese, Romanian, Slovak, Spanish or Swedish.
 

You have the option to set your account currency in Kartra to one of the following 16 options:

USD - United States Dollar
AUD - Australian Dollar
BRL - Brazilian Real
CAD - Canadian Dollar
CHF - Swiss Franc
DKK - Danish Krone
EUR - Euro
GBP - Pound Sterling
HKD - Hong Kong Dollar
INR - Indian Rupee
NOK - Norwegian Krone
NZD - New Zealand Dollar
PLN - Polish Zloty
RUB - Russian Ruble
SGD - Singapore Dollar
SEK - Swedish Krona
 

If you are having trouble updating your profile, there is a good chance that an important piece of information is missing! Scroll down the page and check for any fields outlined in red, listing “Required”. Once that field is filled out, try again, enter your security answer, and you should be good to go! 

Kartra Experts are active Kartra users who offer their skills and expertise to other users!

You may decide you want or need some extra help getting started or have a very specific project in mind beyond your own skillset. Keep in mind that while all Kartra Experts apply and are reviewed before being listed on our Experts page, you should always do your own due diligence on any product or service prior to purchasing to determine if it is right for you, and whether the product/service provider is a reputed user.
 

First off, we are super excited that you want to reinstate your account! 

When reinstating your account, please keep in mind that Genesis Digital only keeps canceled account information for a limited amount of time. There is no guarantee that your account assets will be restored at the time of the reinstatement of your account. If it’s been a while since you had a subscription, please feel free to reach out to our Billing team (include your old account username and email address in the message!) to inquire about whether your account is still able to be reinstated. 

To reactivate your Kartra subscription, please purchase a new subscription here: https://home.kartra.com/checkout/

To connect this purchase with your existing account and restore your old content (if eligible), enter YOUR PREVIOUS ACCOUNT EMAIL ADDRESS during the checkout process. If you use a different email, the system will try to create a brand new account for you, which will not restore your content. 

If you receive the error message "This Kartra account is not active":

• There are a few select reasons this may be displayed and requires a helpdesk ticket. Please submit a helpdesk ticket and select “Billing” as the department. 

Note: If you do not know your previous account email address, please contact support so that we can assist you BEFORE you purchase.  

When your purchase is complete, if your content is still available and has not expired, your account and its assets will be fully restored! Please log in with your existing credentials at https://app.kartra.com/.
 

We are super sad to see you go! We hope this is more of a “see you later” moment rather than a “bye forever” one!

For quick and easy service, we recommend using the Cancel option in your account’s Billing area. However, our team is happy to assist you if you prefer to request cancellation in a ticket instead.

A request for us to cancel your subscription on your behalf for any Genesis Digital application must be submitted to the support team at least 10 days prior to the next invoice date.

To use the self-cancel options instead:

1. Visit your Billing profile and find your active plan 
2. Click Cancel

Please note the following:  

1. If you cancel, you will lose access to any assets in your account immediately upon cancellation.
2. If you'd like to make the most of the remaining time you've already paid for, it'd be best to wait until you get closer to your renewal date before going through the steps above.
3. If you choose to wait, please cancel at least 2 days prior to your next billing date to make sure you won't be billed. You can see the date of your next rebill on your Billing profile just underneath where it says "Next bill".
4. If your account has incurred any billable overages at the time of cancellation, you will receive a final charge and invoice for your usage.

Still have questions?
View the Self-Cancel instructions in the Kartra Wiki: https://app.kartra.com/wiki/276
View the Kartra Billing Terms: https://home.kartra.com/billing

Hope to see you back soon! 

Oh no, we are sad to see you go! Hope to see you again soon!

If you are within our 30-day guarantee period, please submit a ticket to our Billing department, and we’ll get that taken care of for you! 
 

Do you need a break from your account? No worries, you don't have to cancel and potentially lose all your hard work!

Kartra offers a freeze option for $9.99 USD a month. 

To freeze your account, you will need to do the following:

1. Click on your Avatar, located in the top right corner of your Kartra account
2. Click “Billing”
3. Click “Cancel”
4. Click “Freeze My Account”
5. Read the statement explaining about freezing your account, then click the checkmark icon indicating you read the statement.
6. Click “Confirm”

Looking for your invoice? This is a super easy self-serve option! 

To get your invoice:

1. Click your Avatar icon in the upper right corner of your Kartra Account
2. Click "Billing" in the drop-down
3. Your "Billing Profile" will be opened
4. Click “Billing History" at the top of your Billing Profile 
5. Click the little piece of paper icon on the far right to download your invoice

    
A copy of your invoice was also sent to you immediately after your purchase, so remember to check your email! Look for the payment confirmation email and click the “Invoice” link to access a download.

Updating your Credit Card is super simple, and a self-serve option!

To change your Credit Card within your Kartra Billing Profile:

1. Click your Avatar icon in the upper right corner of your Kartra Account
2. Click "Billing" in the drop-down
3. Your "Billing Profile" will be opened
4. Click your "Payment Details" tab (Marked #1)
5. You can view your last four digits of your credit card (Marked #2) that is on file with our payment processor, along with the address used. You can change your credit card or billing information. Just be sure to enter all the information correctly
6. Click "Save Changes" (Marked #3)

All Genesis Digital subscriptions are available for purchase with a major credit card or a debit card that is backed by a credit house such as VISA or MasterCard. PayPal is not available as a payment source for our subscription payments. 
 

No, sales tax is not included in the base pricing of any Genesis Digital product. If the state in which you live or purchased the product charges sales tax, a separate line item will appear on your receipt.

Yes. Some states require SAAS companies to collect and remit sales tax based on the state in which the customer purchased the product.

Yes. If required, state and local sales tax will be collected.

We recommend seeking guidance from your state controller’s office. If you see a sales tax charge at checkout or on your invoice, it has been determined that Genesis Digital has “nexus” in that state and is required to collect and remit sales tax for that sale.

Sales tax nexus is the connection between a tax jurisdiction, such as a state or city, and a business. Different states have different guidelines for what constitutes a nexus. Some examples of qualifying nexus scenarios are: 1. The company has an employee or contractor that resides in that state. 2. The company has surpassed a predetermined revenue limit or threshold in that particular state, making them required to collect sales tax.

Genesis Digital remits all sales tax to the state in which the purchase was made.