Store FAQ

The following are some common questions from buyers.

What is a Single Group License? What is an Individual License? Can I purchase more than 199 licenses? How much tax do I pay? I didn't receive a confirmation email after my purchase, what do I do? I made a purchase but have since lost my order information. Where can I find my order info? What browsers does the Store support? The Store is not processing my transaction/credit card, what do I do? Have CounterPath’s websites been exposed to the Heartbleed SSL bug? What is the Return Policy? What is the End User License Agreement? Where can I find technical information related to my purchased products? How do I send a comment or compliment about the CounterPath Store?

Bria Cloud Solutions FAQ


What is the difference between the Bria softphones and the Bria Cloud Solutions? Can I subscribe to multiple Desktop Cloud, Tablet Cloud and Mobile Cloud clients? Can I cancel my subscription to the Cloud Solutions? What cloud subscription terms are available to me? Are my online store account password and Customer Subscription Portal password the same? How do I change my CCS Password to be different from my Store Account Password/Subscription Portal Password?

What is a Single Group License?

A Single Group License is a software license key that can be deployed across a customer's organization by installing a single license key on the same number of machines as the number of licenses purchased. The benefit of this system is that it is easier for the IT manager to manage the number of licenses installed, without having to track multiple keys.

For example: If Bill the IT Manager purchased 10 single group licenses of Bria, he would receive one key that could be used on 10 different machines; the key would not work on the 11th machine. If Bill needed more licenses, he would log into his profile on the CounterPath store and purchase additional licenses. Note that if Bill made the purchase without logging into his profile, he would receive a new/different key.

What is an Individual License?

An Individual License is a software license key that can be deployed on one machine only. Each new installation of the software will require a new key.

Can I purchase more than 199 licenses?

Yes. However, there are no automatic volume discounts on purchases of more than 199 licenses in our online Store. If you are interested in purchasing more than 199 licenses, please complete our online Sales Request Form and a CounterPath Sales representative will contact you with more information.

Sales Request Form

How much tax do I pay?

In accordance with state and local law, your CounterPath Store purchases will be taxed using the applicable sales tax or seller's use tax rate for your shipping address. If the tax rate changes before your purchase is shipped, the rate in effect at the time your order was received into our system will apply.

I didn't receive a confirmation email after my purchase, what do I do?

If you're not receiving order confirmation or download link emails from CounterPath, we might not have the right email address for your account on file. Check your email address and update it if needed. If you're still not receiving order emails, your ISP or email software might be blocking CounterPath's emails, thinking (mistakenly!) that our email is spam - check your Junk Mail folder and mark our emails as 'Not Junk'.

I made a purchase but have since lost my order information. Where can I find my original order info?

If you lost your order information, send an email request to sales@counterpath.com and we will send you your order info. Be sure to include the email address which you used to place the order.

What browsers does the Store support?

The CounterPath Store supports Internet Explorer 8+, Safari, Firefox and Chrome.

The Store is not processing my transaction/credit card, what do I do?

If you are experiencing difficulties completing your transaction in our store, send an email describing the issue to storehelp@counterpath.com.

Have CounterPath’s websites been exposed to the Heartbleed SSL bug?

None of CounterPath’s servers make use of the affected versions of OpenSSL, therefore this bug poses no threats to CounterPath’s customers. For additional information on the Heartbleed bug, please refer to www.heartbleed.com

What is the Return Policy?

Upon purchase, all sales are final. Unlike physical goods, electronically distributed software and software licenses can not be returned or exchanged.

What is the End User License Agreement?

Your use of CounterPath software is based on the terms of the license in effect for the software at the time of purchase. You will be asked to agree to the terms of the applicable license at the time that you install the software. For more details, read the CounterPath End User License Agreement (EULA).

Where can I find technical information related to my purchased products?

Our website contains up-to-date information about your new CounterPath product. To read our product resources and FAQs, ask a question in our discussion forums or get technical support, please refer to the Support section of our website.

How do I send a comment or compliment about the CounterPath Store?

Please send an email to storehelp@counterpath.com.

What is the difference between the Bria softphones and the Bria Cloud Solutions?

Our Bria softphones are available for download via a perpetual, or one-time license purchase and can be used indefinitely as long as the user keeps the software current.

Our cloud solution is a subscription-based service (think SaaS) that allows users to access and use the software for the term of their subscription. The Cloud-based software will also received (receive automatic) updates and ensuring (ensure) users, always have access to the most current and feature rich versions of our softphones.

Can I subscribe to multiple Desktop Cloud, Tablet Cloud and Mobile Cloud clients?

Yes. You can mix and match the number and type of devices (ie desktop, smartphones and tablets) you require during the subscription signup process. You also have the ability to add more after you have completed the signup process for the first time.

Can I cancel my subscription to the Cloud Solutions?

You have thirty (30) days to cancel your subscription from the moment you first sign up. After the first 30 days, your cloud-based softphones will continue to work and be supported for the length of the subscription term.

What cloud subscription terms are available to me?

Our subscription terms are available for 1, 2, and 3 year terms

Are my online store account password and Customer Subscription Portal password the same?

Yes, your passwords for both the store and subscription portal are the same.

Your password from within the Client Configuration Server (CCS) Administration can be different than your online CounterPath store account/customer subscription portal password. If changes are made to the CCS password, your store/subscription passwords will not be affected.

How do I change my CCS Password to be different from my Store Account Password/Subscription Portal Password?

Login to your Customer Subscription Portal, click on manage users and navigate to the change password.