Frequently Asked Questions
We have gathered the most frequently asked questions below.
You can always reach our support team (firstname.lastname@example.org) or click the Chat/Help in the bottom right corner to get in touch.
🏃 Onboarding Steps
Connect your LinkedIn account
Click the SHIELD Chrome Extension in the top right corner of your browser.
Insert your license key from the onboarding email you have received from us.
Read and confirm our terms and click Verify to connect your LinkedIn account to SHIELD.
Log in to SHIELD
Upon successful verification in the SHIELD Chrome Extension you can now go to the log in page and use the credentials (user/password) provided in the onboarding email.
🤖 Account Basics
Change profile photo
Keep your SHIELD account up to date by changing your profile photo.
Once logged in, here's how.
1. At the top right, click your name/avatar
2. Select file under Avatar and choose a photo from your computer. Then click Start Upload.
Change your email address
Change your password
Currently we do not support changing passwords.
To up your security across the internet we do recommend using a password manager like 1Password or LastPass (no affiliation).
Log out of SHIELD
Should you want to log out of SHIELD, click your name/profile in the top right corner.
Under Exit, click Logout.
System requirements for SHIELD
You can register an account from any device and from any browser.
You need a Chrome Browser to connect your LinkedIn account to SHIELD (See "Connect your LinkedIn account" under Onboarding Steps).
After verifying your LinkedIn account you can log in to SHIELD from any device and from any browser, at any time.
Manage billing information
Manage your billing information and keep your card details up to date so your SHIELD subscriptions stays active.
Here's how to update your billing information:
1. Click your name/profile in the top right corner.
2. Choose the tab Billing
3. Add/change card details.
Can I pay for others?
You can indeed pay for others with centralized billing on our different pricing plans.
Get in touch with our support team (email@example.com) to learn more.
Paying by Purchase Order
If you are eligible for an extended Team account or Enterprise solution you can pay by purchase order.
NB! To be eligible to pay by purchase order we require a minimum of 25 licenses to be purchased to set up purchase order payments.
Contact our our support team (firstname.lastname@example.org) with a request to pay by purchase order and include the following information:
- Email address for admin and billing
- Your billing address
- Number of licenses you would like to purchase
- Currency you prefer to pay in
- Payment type: bank transfer
Within 3 business days, you will receive an invoice from us with further payment instructions.
Once you receive the payment instructions and the invoice, please make sure your payment is made within 7 business days.
Note: Make sure you send in your request at least 10 business days before your next payment.
VAT-Exempt Invoices and Payments
How to cancel your SHIELD subscription
If you wish to cancel your subscription, click your name/photo in the top right corner. Go to Billing, and cancel your subscription under Plans.
How can I get a refund?
If you cancel your SHIELD subscription within 3 days of the purchase, you are eligible for a full refund. Here's how to apply for a refund:
1. Log in to your SHIELD account on https://analytics.shieldapp.ai
2. Click your name/photo on the top right and select Billing.
3. Click Cancel next to your subscription plan and confirm you want to cancel your active subscription.
Once this is done, please contact our support team (email@example.com) with the refund request and provide your payment receipt or order reference ID.
How do I cancel my account?
To cancel your account, first cancel your subscription. Click your name/photo in the top right corner. Select Billing and Cancel your subscription under Plans. Next, get in touch with our support team (firstname.lastname@example.org) to have your account deleted.
🤕 Common Issues
Chrome Extention says 'undefined'
Ok, buckle up. This is quickly fixed! 💪
1. First log out and back in to your LinkedIn account.
2. Then restart your Chrome browser.
Now click Verify in the SHIELD Chrome Extension.