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Gliffy Online FAQ

Contents

General Questions

How do I....

Payments and Accounts

Security


General


What is Gliffy?

Gliffy is an online visual communication tool that makes it easy for you to create, share, and collaborate with diagrams. It looks and feels like a desktop application, but it works through your web browser, so there is nothing to install or maintain. Gliffy makes it easy to visualize and coordinate on a wide range of diagrams, allowing people to communicate more clearly, boost innovation, improve decisions, and work more effectively.

What is a web-based service?

A web-based service provides software over the Internet. You get the performance and functionality of desktop software without having to install or maintain anything. You can access the latest version of the software every time you launch Gliffy in your web browser. We also store and back up your documents securely on our servers, so you don't have to.

What can I do with Gliffy?

Create an endless variety of professional-looking diagrams, drawings, process flows, interfaces, and designs including UML, BPMN, Technical Diagrams and much more. Check out these examples to stir your creativity.

How much does Gliffy cost?

Gliffy offers paid, full-featured accounts and a limited free, Basic account that deliver full features and collaboration capabilities at a fraction of the cost of traditional products. View the Product Comparison page for more about the different Gliffy account types. 

What's the difference between Basic and Secure Login?

Secure Login means everything you do while using Gliffy is encrypted using the latest in SSL technology. While all your data will be secure when using Secure Login, you should know that one side effect of encryption is that data transfers are generally slower.

What do I need to run Gliffy?

Supported platforms: Windows 7, Windows 8, Mac OS X 10.6 (Snow Leopard) and better

To run Gliffy, you'll need to use one of these supported browsers: http://support.gliffy.com/entries/21406275-browser-minimum-requirements-for-gliffy-html5

We recommend Chrome or Firefox for the best user experience. 

What is a Gliffy Business or Standard Account?

See the Product Comparison to see the value of Gliffy Online Paid Accounts.

What's the difference between public and private diagrams? 


A public document is a read-only version of the diagram that anyone on the Internet can access and is indexed by search engines such as Google.

A private document can only be viewed through the Gliffy Online editor by the document owner and those you specifically invite.

If you need to protect sensitive information and need to create private documents, purchase a Paid Account after your trial has expired. Gliffy Free Accounts can only produce public documents. 

How do I....


...start a free trial of Gliffy Online?

Sign up for a free 14 day trial by going to www.gliffy.com and clicking on the "Start Free Trial" button after entering your email and setting up a password. This will load you into the Gliffy Editor. Your free 14 day trial acts like a Gliffy "Team" account and gives you the ability to make unlimited private diagrams during that time. SVG, PNG, AND JPG exports are only available on paid accounts. 

When your trial expires, your account reverts to a Free account if you choose not to upgrade to a paid account. All of your diagrams will remain accessible and editable but you will not be able to add any new diagrams.

If you upgrade to a Professional account, you would not have access to certain Team account features, such as Google Drive and Commenting.

...add additional users to my accounts?

Please see this article in the User Manual: http://www.gliffy.com/user-manual/#article_132.

...change my personal account information, like my password or email?

Please see this article in the User Manual: http://www.gliffy.com/user-manual/#article_69

...remove or delete my trial or Basic account? 

Click here and enter in the email used to sign up for the account. Your deletion request will be processed within 3 business days and you will receive an email back confirming when this is completed. 

*Accounts with previous transaction history cannot be deleted. 

...merge or combine my accounts? 

There is unfortunately not a way to merge or combine Gliffy Online accounts at this time. If you want to transfer diagrams from one account to another, click here

If you have more than one account under the same email, click here to see how to switch accounts: 

...import Gliffy diagrams into illustration programs?

From the Gliffy menu, Click File->Export as SVG (paid accounts only). After you save the file, you can open it with any illustration program that supports SVG, an open standard.

...import Gliffy diagrams into Word, presentation, or spreadsheet documents?

From the Gliffy menu, Click File->Export as PNG (paid accounts only). Save the file to your hard drive. Once you have that file saved, open your document, select Insert -> Picture, then navigate to the saved file and double click on it. 

...print or export a diagram?

Please see this article in the User Manual: https://www.gliffy.com/user-manual/#article_417

...find the user manual?

Here is the link: Gliffy User Manual


Payments and Accounts


How do I purchase or upgrade to a Gliffy Paid Account?

Login to your Gliffy account and click on any "Upgrade" banners located in Gliffy. A user with Admin rights can also go to Account Settings->Upgrade. These will take you to our pricing page where you can choose to upgrade to a Standard or Business account.  

What are your payment options? 

We currently accept payment via credit card only through our secure payment site (Visa, Mastercard, Discover, AMEX). We are working to make additional payment options available in the future. 

Do you accept purchase orders or do invoicing for purchases? 

No. We currently accept payment via credit card only (Visa, Mastercard, Discover, AMEX).

For plans of more than 50 users, please email sales@gliffy.com to inquire about an Enterprise account. 

Do you charge in local currencies? 

Gliffy charges in U.S. Dollars. Your bank or credit card provider will calculate the current exchange rate automatically and charge you accordingly.  

Do you charge VAT?

No. As an American company, we do not charge VAT or list it on invoices. 

Do you charge sales tax?

No. Gliffy does not charge sales tax. You will need to report this as you normally would according to your state and tax guidelines. 

Is Monthly billing available for an individual, Professional plan? 

No. Single-user, Individual Professional plans are billed quarterly by default. http://www.gliffy.com/products/online/pricing/

Are payments automatically recurring? 

Yes. Gliffy accounts are automatically recurring unless cancelled before the Next Recurring Billing Date listed under Account Settings->Account Summary->Next Recurring Billing Date. We post this is a recurring charge on the payment page where you enter your credit card number (below). If you do not want your account to automatically renew, you must cancel before the renewal date. 

New_Purchase_2.png

Do you send reminder emails about recurring charges? 

No. Gliffy unfortunately does not send reminder emails about upcoming charges at this time. Your Next Recurring Billing Date under Account Summary lists the date you will be rebilled unless cancelled. If you do not want the account to automatically recur, you will need to cancel the account before that date

NextRecurring.png

 

How do I opt out of automatic recurring payments? 

Gliffy accounts are automatically recurring unless cancelled before the Next Recurring Billing Date listed under your Account Summary. You would need to cancel your account before this date to prevent a recurring charge. There is not a way to opt out before you purchase, this must be done after.  

How do I enter a different billing email? 

To update your billing/invoice email, unfortunately you must update your payment information entirely. The Admin email that signs up and purchases the account is the email that confirmations are sent to (invoices always remain in the account under Account History and are never emailed). 

If you want to change the email that confirmation are sent to, you would need to update the payment information while logged in under the email you want to be the new contact: https://www.gliffy.com/user-manual/?productId=3#article_445

Are you going to charge me when I click "Purchase"? 

Yes. When you click "Purchase" on the purchase page, we will charge the credit card entered immediately the amount listed in the plan box. If you are on a free trial, this will end the free trial and place you on a paid account as soon as you click "Purchase". If you are upgrading, you will be charged for the plan you select in full and prorated back any unused portion of your current plan. 

What if I want to cancel my Professional or Team subscription?

Please see this article in our Forums: http://support.gliffy.com/entries/21842505-Gliffy-Online-What-if-I-want-to-cancel-my-Online-Paid-subscription-

The Admin can also send an email to support@gliffy.com to request this. The request must come from the Admin email on file.  

What is your refund policy?

If you aren’t satisfied with our service we’ll happily refund you within 30 (thirty) days of your last purchase. Please email support@gliffy.com for assistance from the Admin email on the account (required).

If you use any of the paid features after you have upgraded, we are unfortunately not able to refund you. 

How long due refunds take to process? 

If you qualify for a refund, it is processed in the order we receive your request. The refunds are processed by Gliffy immediately and are listed under your Account History. You will need to inquire with your bank and/or credit card provider directly to see how long this takes for them to process. We usually advise between 7-10 days depending on your financial institution. 

How do I upgrade/downgrade the user pack license for my multi-user account?

If you are an administrator of the account, login to your Gliffy account and go to Account Settings->Upgrade. These will take you to our pricing page where you can choose to upgrade or downgrade to a different user plan. We list a breakdown of multi-user pricing here.

You will be charged for the upgrade as soon as you click "Purchase" and prorated back any unused portion of your current plan. 

How do I change the credit card or billing information for my Professional or Team account?

Please see this article in the User Manual. You can change this under Account Settings->Payment Info if you have Admin rights. You will also need to select a plan and complete the entire payment form. 

You will be charged for the updated plan on the new card as soon as you click "Purchase", and the remainder would be credited to your account and applied to your next payment.

We have signed up for a free trial multi-user account that is now expired. Have we lost all of the information related to our account?

No, the account information will not be lost. Your account will become a Free account if you choose not to upgrade. All information that the account had during the trial (diagrams, users, etc.) will be accessible, however those diagrams will be made public.

Where can I find out more information about multi-user accounts?

Click here

Are payments I make on your site secure?

Yes. We use Stripe as our payment processor. We also send all credit card information over a Secure Sockets Layer (SSL).

What happens when my free trial expires?

When your free trial expires, your account reverts to a Free account if you choose to not upgrade to a paid one. All of your diagrams will remain editable and accessible but you will not be able to add any new private diagrams. Any diagrams on your account will be made public accessible at that time, unless you choose to upgrade. You can, at any time after your expiration, upgrade your account from within Gliffy by selecting Account Settings->Upgrade. 

What happens when my paid account expires?

When your paid account expires, your account reverts to a Free account at the end of your billing cycle. All of your diagrams will remain editable and accessible but you will not be able to add any new private diagrams. Any documents that are set to public will remain public, and any that are private may be set to public but may not afterwards be set back to private. All private diagrams remain private unless manually changed. You can, at any time after your expiration, upgrade your account from within Gliffy by selecting Account Settings->Upgrade.  

Will Gliffy delete my diagrams if my account expires? 

No. Gliffy will never delete or remove your diagrams unless specifically requested.


Security


Are my documents secure?

Gliffy stores your documents on secure servers that are backed up, so your data will not be lost. However, Gliffy Basic users can only have public documents. Gliffy Business and Standard users can have public or private documents.

Is it safe for me to make my document public?

When you publish a public document, anyone on the Internet can see the information. If you need to protect sensitive information, you should create private documents with a Gliffy Business or Standard Account

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