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Account, Billing & Orders Support FAQ

Please reach out to [email protected] if you have any questions or concerns about your order.

If you are interested in ordering devices and your country is not listed as an option on the purchase page, please email [email protected].

ACCOUNTS

How do I log into and/or create my account on the Hive?

Please go to ​​https://bumblebee.hive.swarm.space/login to log in, create your account, or reset your password at any time.

BILLING

What are my payment options?

We currently accept Visa, Mastercard, American Express, Google Pay, and Apple Pay.

When will I be billed for the data service?

You will be billed on your activation date. The activation date is the first of the month following after you send ≥50 messages with your device. (For example, a device sends ≥50 messages on Feb. 17; it’s activation date is March 1st. Your credit card will automatically be charged on March 1st. Renewal date is the same calendar date as the Activation Date each year.)

How does recurring billing work?

The data plan for each device will be automatically charged and paid on the activation date and will renew every year thereafter on that same calendar date.

What happens if my payment method fails when my renewal comes up?

If your payment method on file fails, Swarm will provide notice and you will have 7 days to provide payment. If payment is not received, Swarm has the right to immediately suspend or terminate access to the Swarm Network.

What will the duties and taxes on my order be?

No duties or taxes will be included in the item price. Duty (or customs tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin or manufacturing of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that our shipping partners (FedEx & DHL) support. Value Added Tax (VAT) rates are set by the destination country, and will be billed to the customer after the order has been shipped.

What if I want to order more than my credit card limit allows?

Please reach out to [email protected] and we will send you an invoice.

SHIPPING

When will I receive my order?

All orders are fulfilled in the order in which they were received. You can expect to receive a shipment notification email within 1 week from the date of purchase. Please note that orders may be shipped in multiple packages.

When can I find tracking information for my order?

You will receive an automated email from FedEx with tracking information once your order has shipped.

How do I change my shipping address?

If you’d like to change the shipping address for your pending order, please reach out to the Order Operations team at [email protected].

RETURNS & CANCELLATIONS

How do I cancel my order? What is the return policy?

For replacement or repair of defective Swarm Hardware during the warranty period, please obtain a Return Material Authorization (“RMA”) number by sending an email to [email protected], as further described in the RMA process at https://swarm.space/customerdocs/.

How do I cancel service?

You may give 30-days notice of service cancellation in the Hive at any time by emailing [email protected].

When will I receive my refund?

Please allow up to 10 business days for all refunds to be reflected in your account, depending on your bank and payment type.