FAQ - Account Management
My EagleView
What is MyEagleView?
My EagleView is your personal portal where you can go to manage your account and
settings. You can also find the most current information on billing, subscriptions,
and your order history.
How do I change my Sign In information?
You can update both your e-mail address and password through the
E-mail and Password page, which is located under "Account
Settings" within "My EagleView".
Can I use a different credit card other than the one I signed up with?
Yes you can change your credit card information at any time. Both orders and subscriptions are charged to the same credit card. This information
can be viewed and updated on the
Payment Information page, which is located under "Account
Settings" within "My EagleView".
How can I have my account billed to another party and still have the reports sent to me?
We use your shipping information when delivering reports. However, you can enter
alternate information for billing purposes on the
Contact Information page, which is located under "Account
Settings" within "My EagleView".
How can I check my account activity?
- Click on My EagleView in the EagleView menu bar.
- Sign into your account, if you haven't already signed in.
- On the My EagleView page, click the Order History link.
How do I know how many points I have or how many points will carry over each month?
- Click on My EagleView in the EagleView menu bar.
- Sign into your account, if you haven't already signed in.
- On the My EagleView page, refer to the Account Summary section. If you are over in points it will be displayed as a negative value.
Carryover points will be a positive value in the Available Point Balance.
Subscriptions
What are the terms and benefits of subscribing?
An EagleView subscription is a semi-annual or annual agreement in which you may choose a monthly
point plan that allows you to receive discounted point pricing determined by the
plan you select.
Click here for more information on Subscription Plans.
How are points and report cost related?
The amount of points charged to your account depends on the size and complexity
of the building.
More specific information, based on your subscription level, can be found on the
Reports & Points page.
How is point pricing determined?
Point cost is based upon the total number of roof facets (fields or regions) on the
completed measurement.
When I order a report, how do I know what the point cost will be?
The point cost will be assigned to a report once a roof measurement is completed. This is due to the unknown complexity of a roof until it has been measured.
What happens if I use more or less than the number of points in my plan in a given month?
If you don't use all your points in a given month, your remaining points will rollover to the next month, and they will never expire.
If you exceed your monthly limit, you can still order reports at the same rate, the extra points will just be added to your next invoice. If you are frequently using more points than your plan allots, you may want to contact our sales department for a better rate.
How do I order an express report on a subscription, and how much does it cost?
An express order can be selected during the placement of an order at the order checkout page.
Each express order costs 2 extra points.
When you select express delivery, the total cost is automatically updated.
Can I use different logins for the same subscription plan?
This option is not currently available.
Can I change my subscription, and does it extend my contract for another twelve months?
Any subscription changes will be effective the first of the following month. Any downgrades must be approved by EagleView. Existing rollover points will transition to the new plan level. (Customer may increase subscription plan – No rollover points will be lost.)
What is your cancellation policy?
If you choose to cancel your subscription plan before the end of the period, an early termination fee is applied to your final bill. For a 6 month subscription plan, the early termination fee is equal to two (2) months of service. For a 12 month subscription plan, the Early Termination Fee is equal to three (3) months of service.
Net 30
What is a Net30 Account?
In addition to "Pay As You Go" and Subscriptions, we also offer monthly invoicing.
Net 30 accounts receive a monthly invoice for all reports placed during that month.
What is the billing cycle for a Net30 Account?
Net 30 accounts will be billed at the beginning of each month.
What is required to set up a Net30 Account?
In order to qualify for a Net 30 account you must pass a credit check and must have a credit card on file with EagleView.
Billing
When can I expect to be billed or see charges on my credit card?
If you are submitting orders one at a time, and are not on a subscription plan, you will be billed when the report is sent to you. If you have a subscription plan, you will receive invoices as follows:
- First charge: billed immediately upon subscription plan sign-up. This initial charge covers the first full calendar monthly fee (i.e., the full month following the date of initial sign-up).
- Second charge: billed the first week of the calendar month following subscription plan sign-up to cover the to-date actual usage and any overage charges in the initial partial month.
- Subsequent charges: billed the first week of each following calendar month to cover the current month’s recurring monthly fee and any previous month’s overage charges.
When am I billed for subscription and Net30 plans?
Subscription accounts are billed the day they sign up for their plan, and will be automatically billed each month.
Net 30 accounts will be billed at the beginning of each month.
If I sign up mid-month, how am I charged for reports ordered in the month of sign-up?
Your Reports will be charged according to the price of the subscription plan you are signed up for. Points used up to the number of points in your plan will be charged at the "Price per Point" price. Any points used beyond the number of points in the plan will be charged at the same rate.
When will I receive invoices?
If you have a subscription plan, you will receive invoices as follows:
- First Invoice: This is sent immediately upon subscription plan sign-up. This covers the first recurring monthly fee.
- Second Invoice: This is sent the first week of the second month to cover the first month usage and overage charges.
- Subsequent Invoices:These are sent the first week of each following month to cover the current month’s recurring monthly fee and previous month’s usage. They also include any previous month’s overage charges.
Invoices can, in some cases, be provided with each report.
Why am I being charged each month, even if I don't order any reports?
Preferred pricing is available to those who enter into a subscription plan. Each subscription plan includes a monthly charge as part of the agreement.
What is done if I can't pay my bill?
EagleView sincerely hopes this will not occur and prefers to work with you, as much as possible, on any financial issues you may encounter. If all efforts fail, EagleView may be forced to comply with the terms of the contract that you signed, which states,
"If you fail to pay your bill when due for any reason, EagleView may suspend or terminate the Subscription without prior notice, in which case all accrued charges shall be immediately due (including Early Termination Fees if assessed by EagleView), plus a late fee to cover our administrative costs of the greater of 1.5% per month or $5.00 per month (to the extent permitted by applicable law) accrued from the date of invoice until payment in full is received by EagleView. We will not reactivate a suspended account until we receive payment in full, at which time it will be subject to a $100.00 account reactivation fee. Although we may suspend your account, you are not eligible for a pro-rated refund for the time that your account was suspended.”
What if my payment doesn't go through?
If your payment is not approved, the subscription is automatically suspended and any orders placed are at the individual report price of $78.00 for Residential and $108.00 for Commercial. The subscription can be reactivated once the outstanding balance is successfully approved. However, any orders placed and charged on a credit card during a suspension period cannot be credited and added back to the subscription.
What are overage charges?
Overage charges occur when you go over the points allotted for your plan. Overage points are the same amount ("Price per Point") as the selected plan you are on.
How do I know when I am incurring overage charges?
Click on
My EagleView in the EagleView menu bar. Sign into your account, if you haven’t already signed in. Then, on the My EagleView page, refer to the
Account Summary section. If the number in the
Balance Column is a negative value, you have started incurring overage charges. The cost of these overage charges can be found under the
Cost Column.
When am I billed for my overage charges?
EagleView operates on a monthly billing cycle. Any overage charges accumulated during the month will be billed the first week of each following month.
If you did not find your question, or would like to know more information about
any of the answers provided, please feel free to
Contact Us.