TABLE OF CONTENTS
- General Payment Questions
- Credit / Debit Card Questions
- Direct Debit Questions
- Invoicing / Bank Transfer Questions
- Specle Credit Questions
- Receipts & Finance Questions
- Troubleshooting & Issues
General Payment Questions
1. What payment methods does Specle accept?
We currently support Credit/Debit Card, Direct Debit, Invoicing (Bank Transfer), and Specle Credits. To find out more information on these options, please follow this link: Payment Methods
2. Can I change my payment method after an invoice is issued?
You can change your preferred payment method at any time. We can update your future billing preferences on request — just let us know what you’d like to use going forward.
3. Do you offer refunds?
Refunds may be available depending on the service and payment type. Please send us the invoice number or payment reference, and we’ll review this for you.
4. Do you accept international currencies?
Yes — Specle accepts payments in a wide range of currencies through Stripe. Your card provider or bank will automatically convert the amount based on the exchange rate at the time of payment.
Credit / Debit Card Questions
5. My card payment was declined — what should I do?
Card payments can fail for several reasons, including bank restrictions, security checks, or insufficient funds. Please try again using a different card or contact your bank to authorise the payment.
6. Can you provide a receipt for my card payment?
Yes — a receipt is issued automatically after a successful card payment. You can find this under "My Invoices" on your Specle account. If you didn’t receive it, please let us know the payment date and amount, and we’ll resend the receipt.
Direct Debit Questions
7. How do I set up Direct Debit?
We can set this up for you. Please contact our accounts team (accounts@specle.net) and provide the email address and contact name for the person who should complete the Direct Debit mandate. From there, a link will be issued.
8. When will the Direct Debit be collected?
Direct Debit collections are taken automatically on the invoice due date.
9. Why did my Direct Debit fail?
Direct Debit failures can occur for several reasons, such as insufficient funds or restrictions set by your bank. Please contact your bank provider for details and let us know once the issue is resolved.
Invoicing / Bank Transfer Questions
10. Can I pay multiple invoices in one transfer?
Yes — you can pay multiple invoices in a single transfer. To do this, please contact our accounts team (accounts@specle.net) and make sure to list all invoice numbers in the payment reference so we can allocate the payment correctly.
11. Can you resend my invoice or update the billing details?
Of course. Please share the correct billing address or company information with our accounts team (accounts@specle.net), and we’ll update your account.
Specle Credit Questions
12. How do I purchase Specle Credits?
You can purchase Specle Credits on the Credit Store by going to your account settings on Specle and clicking on "Buy Credits" beneath your Specle Credit balance.
13. Do Specle Credits expire?
Specle Credits do not expire and will remain available until used. You can check your remaining balance under your account settings on Specle.
14. My Credits didn’t apply to my submission — what should I do?
Please provide the Specle ID (7-digit number found on the job page of your advert) and we’ll investigate, ensuring your Credits are correctly applied (if applicable) to the relevant transaction.
Receipts & Finance Questions
15. I need a copy of past invoices or receipts.
We can send these to you. Please confirm the date range or specific invoice numbers you need, and we’ll provide the documents.
16. Do you accept purchase orders (POs)?
We can include a PO number on your invoice if required. Please share the PO number and any internal billing requirements you have with our accounts team (accounts@specle.net).
Troubleshooting & Issues
17. We've been charged twice — can you check this?
Please share the payment reference or a screenshot of the duplicate charge. We’ll review the transaction and issue a refund or credit if applicable.
18. The "Send" button is no longer available. Why?
The ability to upload adverts on your account may be restricted if invoices remain overdue. Once payment is received, access will be restored. If you’ve already made payment, please send a remittance or payment confirmation so we can lift the restriction.
19. I've delivered my advert by mistake. Can I get a refund?
If an advert has been submitted or delivered by mistake, we’ll be happy to review this for you. Refund eligibility depends on the type of service used.
If the service has already been completed — for example, if the file was successfully processed through the system or if our prepress team has carried out the work requested — a refund may not be possible, as the service has already been fully performed.
This will be reviewed on a case-by-case basis. Please provide the Specle ID(s) for the affected upload(s), and we’ll investigate your request.