Sign up for, check or cancel your support plan – IT Solver Support

You can sign up for a support plan, see how much support time you used, and cancel the plan on the Tech Support page of the IT Solver dashboard. To compare the plans first, read Essential and Premium support plans: what is included.

Before you start

To sign up for a plan or cancel it, you must be an Owner or IT manager of your business in the dashboard. Read What each dashboard role can do.
A Billing only member sees the Tech Support page only when the business has an active plan. They can see the plan and its tracked time, but they cannot cancel it.
A Web designer does not see the Tech Support page.
A business can have only one active support plan.

Sign in at dashboard.itsolver.net. You can also type dashboard.itsolver.net into your browser.
If you manage more than one business, make sure the correct business is selected.
In the sidebar, select Tech Support.
In the plan table, choose a plan. The table shows the current prices.
Enter your payment details on the checkout page and complete the payment.
When the payment is complete, the dashboard can show the message Support plan checkout complete. Your account is refreshing now.

If the plan table still shows after you pay, wait a few minutes and reload the page. Do not pay again. If the plan still does not show, contact IT Solver.

If you close the checkout page without paying, nothing is charged.

If the page shows Support plan checkout is not available in the dashboard yet., you cannot sign up online at the moment. Contact IT Solver to start a plan, or book one-off help.

If you only need help with one problem, you do not need a plan. Select Book one-time support on the same page. Read Book one-off help without a plan.

Check your plan and tracked time

When your business has an active plan, the Tech Support page shows the plan instead of the plan table.

Sign in to the dashboard and select Tech Support in the sidebar.
In Support plan, read the plan name and its renewal date.
Below it, read the short list of what your plan includes.
In Rolling 30-day tracked time, read the time IT Solver logged on your tickets in the last 30 days:
- 30-day total is the total tracked time.
- Tickets tracked is the number of tickets with tracked time.
- Last logged is when IT Solver last logged time.
In Tickets in the last 30 days, see the tracked time for each ticket. If no time was logged in the period, the page shows No tracked tickets were found in this 30-day period.
To see a longer period, go to Historical tracked time for the last 365 days. This section shows only when there is earlier tracked time.

If the page shows Support usage data could not be loaded right now., try again later. The rest of the dashboard still works.

If the page says that no support usage data is available for your account, or that your business could not be matched, contact IT Solver.

Cancel your support plan

When you cancel, the plan does not stop at once. It stays active until the next renewal date and then does not renew. There is no refund for part of a period.

Sign in to the dashboard and select Tech Support in the sidebar.
In the panel with your plan name, select Cancel plan.
A message asks you to confirm. It says that the plan stays active until the next renewal. Select OK. To keep the plan, select Cancel in this message.
The message Your support plan ends on and the end date shows. After this, the panel shows Ends and the date instead of the Cancel plan button.

If an error message shows after you select Cancel plan, reload the page. If the plan panel does not show Ends and a date, contact IT Solver.

The dashboard has no way to undo a cancellation. If you cancelled by mistake, contact IT Solver before the Ends date.

For notice and refund rules for other services, read Cancel or reduce a service: notice, refunds and your data.

Examples

You want ongoing help instead of paying for each job

You booked one-off help three times this quarter. You want one regular payment.

To fix it: compare the plans in Essential and Premium support plans: what is included. Then do the steps in Sign up for a support plan.

You want to know how much support you used this month

You want to check that the plan is worth it before the next renewal.

To fix it: do the steps in Check your plan and tracked time. Compare the 30-day total with the 365-day history.

Your bookkeeper cannot find the Cancel plan button

Your bookkeeper has the Billing only role. They can see the plan, but there is no Cancel plan button.

To fix it: an Owner or IT manager must cancel the plan. Or an Owner can change the bookkeeper's role. Read Change a role, remove access or resend an invitation.

You cancelled, and the plan still shows as active

You selected Cancel plan last week. The plan panel still shows, with Ends and a date. The Support plan row above it can still show a Renews date.

This is correct. The Ends date in the plan panel is the real end date. The plan stays active, and you can still use it, until that date. It does not renew after that date.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.