Frequently Asked Questions

Find answers to commonly asked questions about Hiver. If your question
doesn't figure here, reach out to us at support@hiverhq.com

Free Trial

  • How does the 14-day free trial work?
    • When you sign up, you instantly get access to our Elite plan for 14 days. We will email you when your trial expires. You can then select a plan and pay by credit card to continue using the product. If you choose not to continue, your account will be suspended.
  • Which features can I use during the trial?
    • You get access to the Elite plan during your trial, which means you can use Hiver without any limits, and can also experience the best support we have to offer.
  • What happens at the end of my
    trial period?
    • If you do not upgrade your Hiver account during your trial period, your account will be suspended at the end of your trial. You can re-activate your account by upgrading within 7 days from the date of the end of your trial.
  • Do I need a credit card to sign up?
    • No, you do not. You will only be required to produce your credit card information when you upgrade to a paid subscription.
  • How do I import my existing emails
    to my Hiver shared inbox?
    • If you’d like your emails to be imported to your Hiver shared inbox, please write to us on support@hiverhq.com and we will assist you with the process. The duration of the import process depends on the number of emails to be imported.

Payments

  • Do I need to pay for all the users in
    my G Suite account?
    • No. You just pay for the users you enable to access Hiver. You can control this from within Hiver and change the users at any time. If you add new users to your G Suite account, you can easily add them to Hiver.
  • How do you take payments?
    • Our payments are processed by Stripe.com, an industry leader in online payments. Stripe stores your credit card information on its servers and bills you automatically.
  • What currency can I pay in?
    • At this time, we only accept payment in US Dollars.
  • Is my payment data safe?
    • Payments on Hiver are powered by Stripe.com. Your credit card information never reaches our servers and is never stored there. Stripe is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.
  • Can I upgrade or downgrade anytime?
    • Yes. Hiver is a pay-as-you-go service. So you can upgrade, downgrade or cancel at any time. We do not have cancellation fees. But if you cancel, you’ll be billed for the current billing cycle.

Privacy

  • Does Hiver store my emails?
    • Hiver does not store any email data except Message-ID, subject line and email headers (To, From, Cc) - they help us run the analytics for you. The email body (including the attachments) is never stored with Hiver. Hiver stores raw email data temporarily in an encrypted state while it syncs emails across Gmail accounts. This duration will never exceed 10 minutes for 99% of the emails. When the emails have been successfully synced across user accounts, the data is deleted permanently.
  • Does Hiver read my emails?
    • Absolutely not. No human ever reads your emails. Our support team might look at your email headers (To, From, Cc) and Message-ID if you contact us with a problem you're facing and give us explicit permission to access your email to fix the problem.
  • Is my data secure during transfer
    between Hiver’s and Google’s servers?
    • The communication and data transfer between Hiver servers and Google’s server happen over TLS 1.2 encrypted connection, so your data is secure during transfer between ours and Google’s servers.
  • Does Hiver store my Gmail password?
    • No. Hiver neither requires nor stores your password. As part of the sign-in process, you provide your password to Google, and we use OAuth to interact with Google’s servers. Hiver will never ask for or store your password.
  • Is Hiver GDPR compliant?
    • Yes. Hiver is committed to protecting the security of your personal information and has completed the GDPR assessment.

Subscription

  • Can I cancel my Hiver subscription?
    • Yes. You can cancel your Hiver subscription anytime during your trial or subscription period. However, if you cancel your Hiver account, you will be billed for the current billing cycle.
  • Can I delete my Hiver account?
    • Yes. You, once you have canceled your Hiver subscription, can delete your Hiver account from the Hiver admin panel. This will erase all account-related data and configuration.
  • Can I export my data before deleting
    my account?
    • Yes. You can export your Hiver data before deleting your account.
  • What happens to my data once I
    delete my Hiver account?
    • Hiver does not store any email data except Message-ID and the subject line and email headers (To, From, Cc). This data will be deleted from Hiver’s servers within 14 days of the deletion of your Hiver account. In accordance with the EU GDPR’s ‘Right to be Forgotten’, we will delete all your records from our servers upon receiving a ‘forget me’ request.

General

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