Account & Subscription FAQ's

Below are some frequently asked questions about Accounts and Subscriptions.

If you cannot find what you're looking for here, you may want to check out our Guide to the Customer Portal, where you can find answers around deactivating auto renew, changing account information, changing Subscription type, and much more!

Account FAQs

Getting Asked For A MFA Code When Trying to Log In

The request for a MFA code comes up when you have entered your email or password incorrectly, however there is no code to search for. Please try logging in again and pay extra care to double checking your email and password in.
If the issue still persists, then please try resetting your password  here.

Why Can't I Find My Customer Account?

If you are unable to find your account, there may be two reasons as to why:

  1. Your account is associated with the email you used to purchase, so check if your account is under an old, former email address. Once you find which email address is linked to the account, log in and update the email connected to your account via the Customer Portal. (See our Guide to the Customer Portal article for guidance).
  2. If you never received a receipt email or welcome email, you may have typed your email address incorrectly in the email field when purchasing, and now your receipt and the links to access your account are floating in the ether. Contact our Customer Support Team and we'll search for your account. Please provide the date of purchase, general time, order number if you happen to have it, last name, or any other possible info that is linked to your account when you ordered so we can help locate the account.

To contact support, click here and then select "Contact" at the top of the page, or email support@greyscalegorilla.com.

Can I Merge Multiple Accounts Together?

Absolutely! Please contact our Customer Support Team with both accounts' email addresses, and specify which email address you would prefer to be your current email address. Once that information is provided, our team will be able to merge your accounts into one.

To contact support, click here and then select "Contact" at the top of the page, or email support@greyscalegorilla.com.

How to Request Removal of Personal Data

Per our privacy policy, a request can be made here.

Where Do I Find the Product Training?

Our Product Training in Gorilla U, which is free to anyone who creates an account on Greyscalegorilla.com. You can find our Training at the bottom of every page on our site. It will be in the footer, and under the Support section. Here is a quick link to get there!

Order FAQs

Why Is My Subscription Not Showing In My Account?

If you never received an order receipt email or welcome email (did you check your SPAM folder?), you may have typed your email address incorrectly in the email field when purchasing. Please contact our Customer Support to check for your order, and please provide the date of purchase, general time, order number if you happen to have it, last name, or any other possible info that is linked to your account when you ordered so we can locate the order.
To contact support, click  here and then select "Contact" at the top of the page, or email support@greyscalegorilla.com.

Do You Offer Multi-User Licenses?

If you're looking for multiple C4D HUB licenses or users for one Customer Account, sounds like you should check out our Greyscalegorilla Teams Page. With teams, you can place multiple licenses under a single login, or manage multiple users through our Teams admin panel.

Can I Use Two Discounts When Buying A Subscription?

Our system is built to apply only one promotion at a time. If you enter two promo codes, it will automatically apply the code with the largest discount.

Do You Offer an Educational Discount?

Current students, teachers, faculty, and staff are eligible for 50% off of their Annual Subscription of Greyscalegorilla Plus. This discount does not apply to Monthly Subscriptions.

Please note: Educational Licenses are Non Commercial Use Licenses and are available to Students and Faculty for teaching and learning purposes only.

To get an educational license and to receive your discount offer, you must submit Proof of Eligibility from your accredited institution, which includes universities, high schools, and select online courses that are accredited by a university. You must submit proof of eligibility annually.

Here is our page for Academic Pricing, and on that page is the form to apply, and information on what we need from you during your application process.

What Is Your Refund Policy?

We stand behind our product. If you are not satisfied or are having compatibility issues, simply contact support for a full refund within 30 days of your original order. Renewal Orders are not eligible for a refund. 

To contact support, click here and then select "Contact" at the top of the page, or email support@greyscalegorilla.com.

Did you forget to turn off your Auto Renew? Here's how you can cancel your Subscription and avoid another payment:

  1. Log in to your Customer Portal
  2. Select "Billing" from the left menu
  3. Scroll down to the Auto Renew section, and turn off the toggle for Auto Renew
  4. You will have access to your subscription until the subscription end date. Your subscription will NOT automatically renew after your end date
  5. Email support@greyscalegorilla.com if you are having trouble with the process

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