Frequently Asked Questions (FAQs)

How can we help you?

Common Questions

You have questions. We have the answers:

Getting Started

What’s the difference between the online and local servers?

We give our paid users two platform connection options:

Local server – installing onto your computer directly, you can take full advantage of your devices specification. It reduces internet connection requirements and there is no time limit for access. Find the walkthrough here.

Online server – as an alternative to direct installation on your computer, you can access one of our globally located servers that best matches your location. Find details here and check your subscription plan for connection time allowance.

Can I install the local server multiple times?

Absolutely, the local server can be installed on multiple computers in your network. Also any student or remote colleague can install on their personal computers or laptop. For a step by step walkthrough to install the local server go to our learning page here. If accessing for the first time and you need to connect 3rd party software you’ll need to install the gateway too. Further details can be accessed here.

Subscriptions

How many students can access an Educational Subscription?

As an initial allowance, you can have up to 100 user accounts as part of an Education Subscription. We do offer more if you need them, which we cost on an individual account basis. Contact us directly if  you want to upgrade to more user accounts.

How do I manage user accounts in my Organisation Subscription?

Both our Education and Enterprise subscriptions work in the same way. Use a default organisation user account (e.g. contact@simumatik.com)  to purchase the subscription and act as the administrator. Then, invite, add or remove user accounts linked to your subscription anytime you want. For example, when a course or a project finishes, you can remove existing users and set up for your next one! You can also set different user permissions, giving different levels of access. All users you want to invite will need to create their own personal basic Simumatik account, which they can do via our login on the website.

When I invite a user it says the account doesn’t exist?

Make sure that the user you have invited has logged into the platform at least once in order to successfully invite them.

Is there any access limitations for users in my Organisation Subscription?

No, users can use all features 24/7.

What happens to user accounts I remove from my Organisation?

For both Education and Enterprise subscriptions, when you remove a user from your organisation they will lose access to your private content, but still keep their user account and retain access to the basic features of our Open Emulation Platform.

Can I be part of multiple organisations at the same time?

Of course! You have the ability to jump from one organisation to another using your personal account. Please be aware that an organisation account cannot  be added to other organisation accounts. 

Are there upfront costs or additional fees?

When you subscribe with us, we will take payment for the month or year upfront, depending on what plan you are on. All upgrades and maintenance to the platform are free. The only additional fees are if you are an Enterprise or Educational plan customer and you want to add additional users over the initial allowance. For Education plan customers, contact us directly to discuss.

Will my annual subscription automatically renew?

Yes, your subscription will automatically renew at the end of your annual billing cycle. You can cancel at any time before this date to ensure it doesn’t carry on to a new year. You will also receive email communication from Simumatik one month in advance of your annual renew date giving you information about your plan and the option to cancel.

Can I upgrade or downgrade at any time?

You can upgrade or downgrade your subscription at any time via your account page. You can upgrade your free account to an individual paid plan, or to an Enterprise or Education plan when you’re ready to collaborate with others. When you decide to upgrade or downgrade, you will be charged straight away based on the new plan selected, regardless of where you are in your billing cycle.

What is your cancellation policy?

If you decide to leave us you can cancel anytime via your account page. Monthly customers will be charged up until the end of their current billing cycle, where they will continue to have access until the account is closed after this date. Simumatik does not offer refunds. Annual customers will retain access to the platform up to the end of their annual billing cycle. Simumatik adheres to the EU 14 day cooling off period for new customers. If you wish to cancel within the first 14 days of your paid subscription, you will get a full refund.

How can I pay for my subscription?

You can pay directly by credit card for your monthly or annual subscription. Annual organisation subscriptions can also pay via invoicing. We’re currently working on automatic invoicing. In the meantime contact us at contact@simumatik.com with the below information and we’ll send you an invoice directly:

  • Your Simumatik account email address.
  • The subscription plan you want and user/ seat numbers needed.
  • The organisation name.
  • Organisation billing address and Tax-ID (More info).
  • Email contact to receive the invoice.
  • Any current coupon code.

Please note there is no difference in price with payment methods.

Updates and Technical

How are the servers and platform updates carried out?

All updates are automatic and free for users. Local server installations will search on launch for the latest version and automatically install them. The online server will always be up to date, meaning the user doesn’t need to take any action.

Still can’t find what you’re looking for?

No problem. Contact us directly and we’ll help you as best we can.