Frequently asked questions

What happens when my trial ends?

If you do not take a subscription before the trial ends, the trial stops and the configurator is switched off. With a subscription you download production files and put the configurator live on your own site. How long the trial lasts and what comes with it is on How the trial works.

Can my colleagues work with me?

Yes, with a subscription. You invite your colleagues; they work on the same account, under the same licence. What you pay depends on your downloads, not on the number of users. The trial is for one user. See One licence, your whole team.

Can I add extra protection to my account?

Yes, with two-step verification. It is your choice. You turn it on in your portal under Account & billing → Security: install an authenticator app on your phone (such as Google Authenticator, Microsoft Authenticator or 1Password), scan the QR code and enter the six digits the app shows. From then on, when you sign in, we ask for the code from your app on top of your password.

You turn it off in the same place, after signing in with the code from your app. You get an email with every change. Lost your phone? Get in touch with us and we will turn it off for you.

How do I pay for my subscription?

What you pay follows your downloads, per product, and never more than the top tier. You settle up each month, for the month just gone. Each product has its own subscription; you take it out on the Subscription tab of that software in your portal. If there is no button to take one out there, get in touch with us and we will arrange it with you. See Pricing.

Nothing appears on my website. What am I doing wrong?

Nine times out of ten it is the code on your page:

1. Is the element still there, with exactly the name your portal gave it? Change that name and the script cannot find the spot.
2. Are both parts on the same page?
3. Are you using a real HTML block? A plain text editor in WordPress, Wix or Squarespace strips the <script> out.

If it works with See it the way your customer does on the Use it tab in your portal but not on your own site, the problem is certainly in how the code was pasted. The light next to your key on that same tab, and the Test button next to it, show where it gets stuck. See Adding Neon Studio to your site.

What is the difference between Neon Logo and Neon Text?

They are the two products of Neon Studio. Neon Logo starts with a file your customer uploads, which is then traced. Neon Text starts with an empty text box and a font. After that everything is the same: your own prices, the same extras, the same statuses, the same production file. What you pay us does count per product: each has its own price tiers and its own subscription. See Setting up Neon Text.

Do I need the SDK or the API?

For a configurator on your own site: the code from your portal. Want every new order in your own system? Use the webhook. See also SDK and API.

Where does that QR code come from, and is it safe?

We generate it ourselves, in the page — no external QR service is involved. So nobody outside our systems sees which designs your customers share. The code contains only the short link to the design: no name, no email address, no amounts, not your key.

How do I create a discount code?

Open your software in your portal and go to the Orders & quotes tab. In the Discount codes card you pick a code, a percentage or a fixed amount, and optionally Valid until and Maximum uses.

Whether the discount field shows for your customer is in that same card, under Discount field at your customer: visible or hidden.

My customer says their discount code does not work.

Your customer always gets the same short message, whatever the cause — on purpose, so nobody can discover your codes by trying.

In your portal you do see what is going on, in the State column. Usually it is one of these: the code is Off, it has Expired, or it is Used up because the maximum has been reached. Capitals and spaces are never the cause — they make no difference.

Can I connect more than one administration?

Per account you connect one bookkeeping package and one administration. If you work with several companies or administrations, let us know — we will look at the best arrangement together.

With e-Boekhouden your key already works on a single administration. See Connect your bookkeeping.

I have lost my key.

You never have to remember it. It is in the code you get with Connect on the Use it tab of your software, with the Copy the code button.

Do you think someone else is misusing your key? You handle that on the same tab, under Manage keys. Under Allowed domains you record which web addresses it may work on, and Renew key makes a new one; the old one stops working straight away. Then paste the new code on your site; that is the only situation where that is needed.

I connected Mollie, but no money arrives.

Check whether your portal still says “test mode”. As long as you use the key starting with test_, your customers can “pay” but nothing is taken.

Replace it with the key starting with live_. See Online payments.

My customer paid, but the order still says new.

An order only jumps to confirmed on a genuinely completed payment. A credit card authorisation or a bank transfer still being processed does not count — with both, the money may still fail to arrive. Once it is settled, the order moves along by itself.

If the payment shows as successful on your card and the status is still new, let us know.

Does my customer see my internal notes?

No. The note at a status change is for you and your colleagues only. Your customer’s status page shows the timeline, what they ordered with the total, and the track & trace and the pay button when there are any. See Orders, quotes and the statuses.

I set the wrong status by accident. Can I undo it?

Moving back is not possible: your customer may already have had an email, and you cannot take that back. Set the order to cancelled and create a new one if needed.

While the test mode of your status emails is on — and it is by default — a status change sends no email to your customer, but to you.

Do I have to paste the code again when I change something?

No. Different prices, a new colour, another button label — it is all live the moment you save. The code on your site never changes.

The one exception: when you renew your key.

What does it cost me?

Per product you pay one monthly amount: Neon Logo and Neon Text each have their own tiers. Which amount depends on the tier your number of downloads that month falls into. There is a minimum: for each product you subscribe to, you pay at least the first tier every month, even if you download nothing. During the trial you pay nothing. The current tiers are on the pricing page of this site.

What happens to my customers’ data?

It is yours. We process it to make the software work and sell nothing on. The public pages your customer sees — the status page, the proof page, a share link — show only what is strictly needed: never addresses, never other customers’ details, and search engines do not pick those pages up.

My question is not here.

Ask it — we answer ourselves. If a question keeps coming back, we write an article about it and next time it will be here.