Frequently Asked Questions (FAQ)
🚀 Getting Started
How do I register a new account?
You can register by following these steps:
- Visit our official website and click ‘Free Sign Up’.
- Select a data center. The currently available data centers are the EU data center, US data center, and Hong Kong data center.
- Provide your company name, user name, company email address, password, industry, and required languages.
- After you click ‘Sign Up’, a six-digit verification code will be sent to your email address. Once the code is verified, your registration is complete.
Why do I need to select a data center?
Due to policy requirements, data cannot be shared or migrated across the three data centers. Please select the data center that best meets your business needs during registration. Once selected, the data center cannot be changed.
What should I do if my email address cannot be used during registration?
Please try the following:
- Make sure you are using a company email address. Public email services such as QQ, NetEase, Gmail, and similar providers cannot be used for registration.
- The email address may already be registered. Try using password recovery instead.
What should I do if I do not receive the email verification code?
Please try the following:
- Check whether the email address was entered correctly.
- Check your spam or junk folder.
- Wait 60 seconds, then request the code again.
- Make sure your network connection is working properly.
If the issue persists after several attempts, please contact us for assistance.
🔐 Login and Account Management
What should I do if I forget my password?
On the login page, click ‘Forgot Password’. You can reset your password by receiving a verification code through the email address linked to your account. Please make sure you can access that email address.
What should I do if I forget the email address I used to register?
Please contact us and provide any information you may have used, such as your company name, common user name, or login password, so we can help verify your identity.
Why can’t I log in when the system says “Incorrect password”?
Please check the following first:
- Make sure the email address is correct.
- Check whether the password uses the correct uppercase and lowercase letters.
- Check whether the account has been disabled because it has expired.
If everything is correct but you still cannot log in, use ‘Forgot Password’ or contact us.
How do I update my account information, such as my user name or password?
After signing in, go to ‘Account Settings’ > ‘My Account’ to update your information.
Can I register multiple accounts with one email address?
No. One email address can only be linked to one main account to ensure account security and service uniqueness.
💰 Payment and Subscription
What paid plans do you offer?
We offer three subscription plans, as well as a one-time purchase option. For details about pricing, features, and benefits, please see the ‘Pricing’ page.
Do you offer a free trial?
Yes. We provide newly registered users with a free trial of the basic membership plan. The trial is valid for 15 days. For details about features and benefits, please see the ‘Pricing’ page.
What payment methods are supported?
We support Alipay, WeChat Pay, UnionPay QuickPass, and PayPal.
Which roles can make payments?
Currently, only user administrators can subscribe and make payments.
Does the service take effect immediately after payment?
Yes. After payment is successful, the system will immediately activate the membership permissions or services you purchased. If there is a delay, it usually takes no more than 5 minutes. Try refreshing the page or signing in again. If the service is still not active, please keep your payment receipt and contact us.
Why might a payment fail?
Common reasons include:
- Insufficient bank card balance or exceeded credit limit.
- Payment interruption caused by network issues.
- Risk control blocking by the bank or payment provider.
- Incorrect payment information.
Please check and try again, or use a different payment method.
How do I request an invoice?
After payment is successful, you can contact us and provide your order number, invoice title, and tax identification number.
🛎️ After-Sales Support
Can I get a refund after purchase?
In general, refunds are not provided for virtual services or digital content that has already been activated immediately, unless there is a serious product malfunction on our side that cannot be resolved. For accidental purchases or special cases, please contact us within 24 hours after purchase to submit a request.
How do I view my orders and payment records?
After signing in, go to ‘My Plan’ > ‘Subscription Records’ to view all historical orders and payment details.
How do I contact customer support for more help?
You can reach us at:
- Customer Support Email: support@ecilink.com
Please include your registered account and a description of the issue so we can help you more quickly.