Below are some of our most frequently asked questions. Please be sure to check out our tutorials page for step by step videos of navigating your account and all of its features. If you have any questions, please don't hesitate to reach out! We are here for you and want to get you the answers you need as quickly as possible. Send us a message here or email [email protected]
At RPC, we believe personal relationships make all the difference. Your dedicated account manager will be contacting you to walk through your account set-up and help with any and all questions along the way.
We understand the account set-up process can feel a little rigorous. Our payment processor, Stripe, follows strict guidelines for accepting payments and verifying identity. The good news is, you will most likely only be asked for your business information once. To review Stripe's requirements in detail, click here. Google, Amazon, and Salesforce use Stripe to power their businesses (just to name a few!) so please know you are in good hands.
Have you checked your email for the verification link? You need to click the link in your email to verify your account before you can access RPC. If you've already verified your email and registered your account, you can reset your password here.
Pending invoice status means a payment has been initiated but hasn’t cleared through our payment processor yet. Timing varies based on bank processing time but credit card transactions generally take 1-2 business days to clear and bank to bank transactions (ACH) take 2-3 business days.
We are here to help! Please reach out to [email protected] and we’ll respond pronto! Our normal business hours are Monday-Saturday from 8am - 6pm PST.
We support the latest two versions of Chrome, Safari, Firefox, and Edge. Be sure you're using an up to date browser - and disable any pop-up blockers that may be preventing RPC from displaying properly. If things still don't look right, please let us know!
These are a couple of the most common reasons for contract and invoice errors:
- Are you an Admin user? Your company needs to grant you Admin privileges to generate contracts and invoices
- Have you completed your Stripe pay-to account on your My Wallet page? This information is required for sending invoices (we want to be sure to know where to pay you!)
Your client trusts you and is ready for you to take care of business for them! If this is the case, feel free to take the reins. When signing a contract make sure to list your name "on behalf of" the client's name. For example: Jane Smith on behalf of Kelly Walker. When initialing, it should read your initials "OBO" followed by the client initials. Using the example above: JSOBOKW.
When generating an invoice, you have the option to enter your state sales tax rate (percentage) to individual line items or all line items. For a list of tax rates by state, click here.
Not a problem, Rock Paper Coin offers easy refunds! Please note, there is no fee to issue a refund, however the processing fee from the original charge is not returned by our payment processor, Stripe. Note, offline refunds (such as check or cash) can be recorded in your account but you will need to handle the refund with the offline payment method used.
Credit card payments may be refunded at any time but please note ACH payments can only be refunded within 90 days.
At RPC, we are 100% transparent about payment processing fees. It's important to you so it's important to us. Here's the deal:
- Vendors - You pay a 2.5% fee on all online transactions, the lowest on the market. Should you accept another form of payment, a $5 bookkeeping fee will be charged per invoice.
- Clients - RPC is completely free for you, unless you prefer to pay with a credit card. When using a credit card there will be an added 2% fee.
- Disputes - a $25 fee is charged to the vendor for any payment dispute. Rock Paper Coin handles working with the banks, so you don't have to. We've got your back!
We work with you at every point in the chargeback process - from communicating a chargeback, submitting evidence on your behalf (if you would like the dispute challenged), and reporting the final decision from the bank. We know chargebacks are stressful but you will be able to rest a little easier knowing your RPC account manager is well-versed in the process and will make it as painless as possible.
RPC and our partners, including Stripe, HelloSign and Amazon Web Services, use an encryption system and follow the most current security best practices. Safety first!
Yes! We are proud to say most of our new members come by way of referral from current customers. Email [email protected] for details!
Nope! We believe all of our members can benefit from our premium features - no matter the number of events they produce.
We don’t currently offer third party integrations but we are working to release this functionality soon.
Our website is optimized for all screen sizes and devices. Developing an app is like swimming upstream but don’t worry - we’ve got our flippers on and we're working on it!
You are welcome to cancel your account at anytime and will continue to have access to your account through the duration of your subscription. Link to our full terms of service here