How does auto-renewal work?
Choosing auto-renewal ensures continued access to your Tableau products without interruption. When you are enrolled in auto-renew, Tableau will charge your credit card on your renewal date for the products and quantity included in the original transaction. You will be charged at the current rates at the time of the transaction.
Why don’t I see the option to select auto-renewal on some orders or renewals?
At this time, only some orders purchased with a credit card will have an auto-renewal option. Tableau may expand this as we review our customers' adoption.
Can I opt out? How do I opt out?
Yes, you can opt out of auto-renewal up to seven days prior to renewal date. Opt-out is available through the Tableau Customer Portal “My Invoices” page (shown below) or by emailing firstname.lastname@example.org with your primary contact email and seven-digit order number as found on your itemized purchase report. At this time, once you opt out auto-renewal will be unavailable until your next payment. We will email you renewal reminders ahead of time.
What can I do if I forgot to opt out prior to my renewal being processed?
Please contact our Customer Service team at email@example.com for assistance.
How is Tableau storing/protecting my credit card information and who has access to my information?
We use Stripe as our payment processor. Stripe takes many measures to ensure payments and payment information are secure. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. They use best-in-class security tools and practices to maintain a high level of security. We do not store your credit card information locally and we use secure protocols to transmit encrypted payment details to Stripe. Information stored by Stripe is encrypted, so no one can view it.
When will my credit card be charged?
We will charge your card on the date of your renewal. You may see a pre-authorization charge on your card up to seven days prior to the renewal.
What happens if my credit card is declined? Will I lose access to my Tableau products?
If your card is declined, and you do not make a payment before the renewal date, the impact will depend on the type of license you have (more information here). We hope to avoid interruption to your Tableau product access by running pre-authorization up to seven days prior to the renewal. If pre-authorization is declined, we will attempt to contact you. You can always contact Customer Service by emailing firstname.lastname@example.org.
Will you send me a reminder if my credit card is expiring?
If the expiration date is the only thing that is changing on your credit card, in many cases we will still be able to auto-renew your purchase. Our payment processor, Stripe, will attempt to automatically update expiration dates—an industry-standard best practice. In cases where this effort is unsuccessful, your order will not be auto-renewed and we will ask you to re-enter payment information.
I just made a purchase on the web, but I’m not seeing it in my portal yet to opt-out.
It may take us one business day to fully process some orders before they appear in your portal.