Esri UK Store Help

Esri takes security very seriously. To ensure a secure shopping experience, the Esri UK Store uses Transport Layer Security (TLS) to protect all communications between you and Esri. Esri does not handle your credit card information directly. This data goes through a third-party payment processor to ensure the security and privacy of your transaction. All authentication you provide to complete your transaction is processed and protected by ArcGIS Online.

Esri UK's Privacy Notice describes how and why we process your personal information. Please refer to our comprehensive Privacy Notice for more information.

We use cookies to deliver a great shopping experience. The Esri UK Store is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie helps us identify your cart contents (products, discounts, etc.) and order information. We do not save billing and personal information in the cookie. Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.

For more information about cookies and how we use them, please visit Esri UK's Cookies page.

To buy products online, you need an Esri global customer number to activate your product and access product information. Through your account, you will be able to sign in to My Esri. All orders are fulfilled through My Esri, which is a central location that allows you to manage your relationship with Esri, including all order and support information linked to your Esri customer number. You can make any updates or changes to your stored payment method(s) and contact information through My Esri.

Account information follows the standards described in Esri UK's Privacy Policy.

An ArcGIS public account is a free account designed for personal, noncommercial use. This account type is for individuals not associated with an existing ArcGIS Online organisation. This general account gives you access to sections of Esri websites that require a login, including free, limited access to ArcGIS Online if you don't have a subscription.

If you have a public account and are invited to join an existing ArcGIS Online organisation, you can convert your public account to an organisational account so that all your content moves to the organisation.

Esri global customer numbers are unique identifiers for each customer. This number is used for activating and purchasing products and to access product information. Esri global customer numbers also ensure that all applicable prices and discounts are applied at checkout and that software prerequisites are met.

Upon clicking the checkout button, you will be presented with a login form. If you are a new customer, you will need to create an account. Follow these steps:

1. Click the link at the bottom of the form to create an account.
2. Complete the Create an ArcGIS Public Account form and submit it. To submit the form, you will need to accept the terms and conditions at the bottom of the page.
3. Open the confirmation email sent to the registered email address. Click on the link in the confirmation email.
4. Create a username, a password, and the answer to a security question.
5. Create a customer number. Select the appropriate customer number type—if purchasing for yourself, select Personal. If purchasing for an organisation, select Organization.
6. Complete the customer number information form and submit it. You are now signed in and ready to check out.
7. Click the checkout button and complete the payment and billing information sections.

If you are a current customer, sign in with your username and password when you get to the login screen during checkout. Sign in while purchasing to streamline your checkout experience. Note: If your username is associated with more than one organisation, make sure to select the right organisation for your purchases.

Esri Store supports multiple payment methods. Some methods may not be available depending on the local Esri distributor from whom you are purchasing. The available options for your location and account will appear in the shopping cart during the purchase process.

For the UK, the following payment methods are accepted:

• Credit card
• Purchase order (companies only, not individuals)

Value-added tax varies based on location, and any applicable taxes will be calculated and charged depending on the country you are purchasing from and what you're ordering. 

Any taxes required by local tax rules for your region will be charged and reflected in your order's total once your billing address has been entered during checkout. 

Tax-exempt organisations or individuals can enter their exemption information during the checkout process.

If you have a store promo code that you would like to use, please follow the steps below:

1. Once you have added items to the cart, click the Proceed to Checkout button.
2. On the checkout page, under Order Summary, you'll find a form field to enter your promo code. Enter the code and click Apply.
    

If the code is accepted, your order's total will adjust, and you can proceed to complete your purchase.

To update or change the credit card information on file, follow these steps:

1. Sign in to My Esri.
2. Select your Esri global customer number.
    

To edit your payment information, follow these steps:

1. Click the edit icon next to your saved payment option.
2. Make any necessary changes and click Submit.
    

To add a payment method, follow these steps:

1. Select the Add Payment Method link.
2. Choose a payment method you would like to add.
3. Fill out the information fields in the form and click Submit.
    

Once you submit your changes, the updated information will be displayed in the Saved Payment Options section.

The option to purchase via Purchase Order is limited to certain products and your account must be authorised to submit a purchase order. The purchase order will be verified by customer service. If your account is authorised, you'll be presented with this option at checkout.

Yes. You'll need to enter the billing address linked to your credit card in order to complete your order.

Your credit card will be charged once fulfilment of your order is complete. You will receive an order fulfilment confirmation email at this time.

Please note that online statements for credit and debit cards may display a preauthorisation of funds immediately after purchase. Preauthorisations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to two business days for credit cards and seven business days for debit cards. If you need assistance with removing a preauthorisation from your card transaction history, please contact your bank or financial institution.

There are several different reasons why your credit card may be declined, such as the following:

• The credit card is expired - please verify that your card has not expired.
• You have reached or exceeded your credit limit - please contact your credit card issuer.
• You have exceeded your daily charge limit - please contact your credit card issuer.
• There may be technical issues - generally an error message will appear if this is the case.
• The billing information may be incorrect - please make sure you're using the address linked to the card.
   

If you have problems submitting your credit card payment, you can contact us here for help. 

After you submit an order, you will receive two emails. The first, the order confirmation email, identifies the purchase made. The second, the order fulfillment notification email, is sent once your order is fulfilled, typically within a few minutes. This email provides a link to access your purchase. You will be able to activate and/or download the software and authorise any licences provided.

To request a copy of your order confirmation email, contact us here.

You can view a copy of your Esri UK Store order fulfilment information from your order fulfilment page in My Esri using the link that you received in the order fulfilment notification email.

If you need a copy of your order fulfilment notification email, or if you do not have access to your order number, contact us here.

Note: To view your order, you must be signed in with the username you used when placing your order.

To request a copy of your invoice, contact us here and include the following:

• Username
• Order date
• Order reference ID number
   

If you don't have any of this information, please e-mail customer operations for assistance. 

Some Esri products allow for autorenewal. With the autorenewal option, Esri will automatically renew your subscription ahead of your current subscription term expiration date.

With autorenewal, you will avoid multiple renewal notices. We'll automatically renew your subscription at the purchase price.

You can cancel or manage your subscription settings and choose to turn autorenewal on or off for subscriptions in My Esri. You can see each renewal date and change your payment method, update your address information, or cancel your subscription before you're automatically billed for your next term. 

Note that unless you notify us before a charge that you want to cancel or do not want to autorenew, your subscription will automatically renew, and you authorize us (without notice to you, unless required by applicable law) to collect the subscription price and any taxes using the payment method we have on record for you that is applicable at the time of renewal.

Timing: You can see your renewal date within My Esri. 

Updating your autorenewal preferences: Subscriptions will autorenew at the end of the subscription period unless you change your autorenewal preferences.

Eligibility: If autorenewal is available for a subscription product, the autorenewal option will be selectable within the shopping cart and at My Esri after the purchase. 

All autorenewals will be charged seven (7) days before the end of your subscription term using the default payment method on record.

Please follow the steps below to turn off autorenewal for a subscription:

1. Sign in to My Esri. 
2. Select your Esri global customer number.
3. Find the product and subscription that you would like to update.
4. Move the slider from Yes to No, and your change will be submitted.

The Esri UK Store offers a 30-day money back guarantee.

For online purchases within the last 30 days, you can initiate a refund request for eligible products from your Store Purchases page in My Esri.

For purchases made more than 30 days ago, please Contact us.

• Credit Card or PayPal: Your refund should be applied in 7-10 business days.
• Purchase Order: A credit will be applied to your original invoice. Contact Us for additional details.

Esri offers term and perpetual licensing. 

Term licensing is a subscription-based plan that will come with all the benefits of maintenance as long as you renew the subscription. The license will expire if not renewed.

Perpetual licensing carries optional yearly maintenance that provides you with software updates, technical support, and ArcGIS Online access. If maintenance is not renewed, the software will remain licensed at the last version under maintenance. 

Read more about license enablement options for ArcGIS Pro, including Named User, Single Use, and Concurrent Use license enablement options.

If you have an existing subscription you would like to renew or add to, follow these steps:

1. Add your selections to the cart and continue checkout. You will then be asked to sign in. 
2. Sign in using the username associated with the subscription you wish to update. 
3. Select the customer number associated with the existing subscription. In the shopping cart, choose Renew Existing Subscription or Select a Subscription. Your purchase will now be associated with the subscription you selected.

Once you've added your selections to the cart, proceed to check out and sign in with the username associated with the trial. Then select Convert Trial in the shopping cart.

Credits are the currency for ArcGIS Online. Certain functions, such as storage, geocoding, and drive-time analysis, require service credits. For more information, visit Esri UK's Credits page.

If Esri UK Store pages aren't loading properly, please check the following:

• Confirm that you are using the most current version of your browser.
• Ensure that cookies are enabled.
• Clear your cache.
• Disable any private browser settings.
• Enable JavaScript.
   

If you are still experiencing issues, try a different browser, or contact us here.