FAQ

Below are some frequently asked questions about Drooms, from registration to using the software

General

Who is Drooms?

Drooms is Europe’s leading provider of software solutions and services for the exchange of sensitive corporate data. With our purpose-built virtual data room, we enable our customers to control both internal and external access to sensitive, high-value, asset-related information.

What is Drooms?

Drooms is a digital communications platform that provides users with fast and secure access to large numbers of sensitive documents. Internal and/or external parties can view sensitive corporate information, depending on their permissions settings.

How do I use Drooms?

All users that have been invited to a Drooms data room receive an invitation by email. For first-time users of a Drooms data room the invitation email will include a link to our registration page. After registering with us, first-time users will be forwarded to the Drooms ‘Sign In’ page (https://web.drooms.com). In order to benefit from all of the features in Drooms, we recommend that you watch our Video Tutorials.

Why did I receive this invitation?

We are not allowed to share any information regarding our customers. The reason will likely become clear to you once you enter and review the documents contained in the data room.

Registration

How can I register with Drooms?

Once you have received an invitation to a data room, you can start the registration process by clicking on the link contained within the email. Set your password, fill out your user data, and access the data room at web.drooms.com.

I have forgotten my password.

Please visit our log-in page to set a new password: https://web.drooms.com/forgot-password

I did not receive an invitation to Drooms.

If you do not receive an invitation email within 24 hours, please check your spam folder first (or other folders where unwanted emails are forwarded to). If you use anti-spam software, the domain drooms.com should be added to your list of trusted senders. By doing so, you also ensure that you will receive important information regarding Drooms in the future. We can also resend your invitation. Please contact us at +49 (0)69 478 640 299 or via email at support@drooms.com.

Why is the system not accepting my password?

Passwords must have at least 10 characters and:

  • At least one capital letter. A-Z
  • At least one lower case letter. a-z
  • At least one special character
  • At least one number. 0-9

Setup

How can I install the Drooms software?

Please follow the instructions in the set-up wizard. You can also download the Drooms/Access and Use, which contains detailed instructions on how to download and set up Drooms.

I do not have the authorisation to download Drooms.

Please contact your IT department.

General use of Drooms

How can I create additional accounts for Drooms?

In order to set up additional accounts for Drooms, please contact the sell-side.

How can I print documents?

Use the Print function from the context menu.

I cannot print documents. Why?

You may not be authorised to print the respective documents. Please contact the sell-side if you need higher permissions.

How can I save documents?

Use the Print function from the context menu.

I cannot save documents. Why?

You may not be authorised to save the respective documents. Please contact the sell-side if you need higher permissions.

How can I be informed about changes in the data room?

You can activate the Notifications to stay informed about new and updated documents in the data room.

Online Shop

How can I create an account for the Drooms online shop?

To register an online shop account with us please click on ‘Sign in’, found in the top right-hand corner of the screen in the header. Please then click on ‘Register’. Fill in the mandatory information and click on ‘Get Started now’. An activation email will be sent to you. To activate your account, you need to click on the ‘Activate your account’ button. This will redirect you to the sign in page.

I created an account for Drooms’ online shop, but I am not able to login. What should I do?

If you have already registered for the Drooms Shop, it is possible you have not activated your account yet. Please look for the account activation email we automatically sent you and activate your account. If you haven’t received such an email, please contact support@drooms.com.

What should I do if I registered the wrong email address and I cannot login to the Drooms Shop?

If you have registered the wrong email by mistake please contact support@drooms.com.

What is included in the data room purchased from the online shop and how much does it cost?

The price for the PRO data room is €12,90* per user/monthly. 10 users minimum are included. The PRO data room also includes four free features:

• Branding

• Notes & Highlights

• Search

• Two-factor Authentication

More information can be found on the shop homepage: https://shop.drooms.com/home

* For currencies selected as USD $, GBP £ or CHF, the indicative price is shown when making the purchase.

Do I get Drooms support included with my PRO data room?

You can contact our support team for technical support every day of the week 24/7/365 via the following email address: support@drooms.com . Please note that only email support is included.

What is the difference between the PRO webshop product and the Custom data room?

The main difference is in the pricing and type of support included. Customers with a Custom data room are entitled to full email and phone support, while PRO customers are entitled to technical support by email. Furthermore, there are additional services included for Custom data room clients, such as onboarding and admin training. Free preparation time, unlimited users and inclusive data room archives are among other benefits included. For more information please contact our sales team via: https://drooms.com/en/about/contact-us

Can I add additional features and how much do they cost?

Yes. In addition to the 4 free features already included; the following features can be added to your data room:

• Q&A

• Index Allocation

• Document Translation

• Advanced Permissions

Please note that it costs €5 per user/monthly for each additional feature added.

Can I cancel or exchange features I bought for the data room?

No, once you have purchased additional feature(s), it is not possible to remove or exchange them.

What is the minimum and maximum number of user licenses I can purchase for the data room available on you webshop?

The minimum number of user licenses is 10 and the maximum number that can be purchased in the same checkout process is 100.

Where can I find the number of unused user licenses I have left for my PRO data room?

You should sign into the shop and click on the ‘Account’ tab. On the data room tile you can see how many unused user licenses are left.

Can I downgrade the amount of user licenses I have? When does the change take effect?

Yes, you can downgrade the user licenses to the minimum mandatory amount of 10. However, they first need to be removed from the data room. It is important to note that if you downgrade the user licenses during the current billing month, the change will apply immediately, but only the upcoming invoice will be reduced.

How can I upgrade my free room to PRO?

Go to the ‘Account’ page in our online shop and click on the button ‘Upgrade to Pro’. This will open a window with the upgrade options. Click on ‘Buy now’. Customise your data room and then checkout. All the data uploaded in the free room will still be available in the upgraded data room. Please make sure you do not book an entirely new data room if you want to keep the data.

My free trial ended. Can I still upgrade my free room?

Yes. Upgrading the free room is still possible up to 4 weeks after the trial period has ended. After that the data room is deleted.

Do I get a refund when downgrading user licenses between two billing days?

No, we don’t initiate a refund when you downgrade the number of user licenses’ you have. This holds true even when the user licenses are downgraded on the same day they are bought.

What is the difference between downgrading user licenses and blocking users?

Downgrading user licenses will affect the amount paid on a monthly basis. Blocking users only affects the access granted to the data room. This means, you will still be charged for the blocked (temporarily restricted) users. To enable a downgrade of user licenses however, you must first block the relevant users from the data room (if said licenses are in use). For more information please refer to the Shop Terms & Conditions of Contract.

Can the data room owner be changed?

Yes. To do so please contact our support team via: support@drooms.com. In order to assign a new data room owner, he/she should be registered in the online shop and have a payment method set.

What happens with the billing when I upgrade the room to Custom?

The webshop billing/subscription stops.

What is the subscription period for the PRO data room?

PRO data room customers are billed monthly, on the same day, for recurring payments. For instance, if you bought a room on the 25th of May, you would receive the next bill on the 25th of June at 00:00h. Only in special cases, such as if you bought a room on 31st of the month, would you be billed on the 30th during months containing 30 days.

Can I change the payment currency for an upcoming bill?

No, the currency which is chosen during the very first check-out process is set up as the default currency for any payments made. The currency depends on the billing address’s country.

Which payment methods can be used for successful check-out?

Currently, we support card payments for Mastercard, Visa and PayPal. Additional, local payment methods will be added in the near future.

I have set several payment methods up in shop. Which is the default one?

The default payment method is marked as ‘default’. You can, at any time, add a new payment method and mark it as ‘default’ or do so later on. If there is only one payment method, it must be the default one. Managing payment methods can be done on the shop ‘Settings’ page. If the first or new default payment method is saved as a credit card, the customer will have to verify his/her identity using a 3D security process.

How does 3D security work?

Every e-commerce business offering a credit card payment option has to implement 3D security. It's basically just a Two-Factor Authentication process requiring the entering of a code sent via SMS by the customers bank.

Can I delete payment methods that have already been setup?

Yes, you can do this by selecting the option available under ‘More’ on the payment method tile, which can be found on the ‘Settings’ page. This is only possible if it is not the default payment method. If you want to delete a default payment method, first set another payment method as ‘default’.

What happens if the recurring payment fails?

If a recurring payment fails for any reason, we automatically restrict all user access to the platform until the payment has been settled. If this happens, you will be informed by email regarding the next steps to take. Once the payment method issue is resolved, please retry making the payment by clicking ‘Retry’ on the ‘Billing’ page.If the data room is not paid one month after the recurring payment fails, the data room will be archived/deleted permanently.

Where can the billing history be found?

The billing page is only available to the data room owner. You should sign into the webshop and click on the ‘Billing’ tab in the navigation bar. There you can access PDF and Excel sheet versions of the billing history (from the 1st day to the last invoice billed).

Where can I find the next recurring billing date?

The next billing date will be displayed at the bottom of your ‘Account’ page in the webshop.

Is it possible to change the billing address?

Yes, go to the ‘Settings’ page, click on ‘More’ in the payment method window and select ‘Edit billing address’. Don’t forget to save your changes!

Can a data room be canceled before the recurring billing date? Do I get a refund?

Yes, you can do so by clicking on ‘More’ and then selecting ‘Cancel data room’ for that particular data room on the ‘Account’ page online. However, we do not issue a refund. As you pay upfront for the data room, you can use the data room until the end of the billing/subscription period. After that the data room will be closed and the subscription will end.

Can I reactivate a canceled data room?

Yes, you can reactivate a canceled data room simply by clicking on the ‘Reactivate’ button on the ‘Account’ page. If you do not reactivate the canceled data room before the next billing date (displayed next to the ‘reactivate’ button), the data room will be closed.

Can I reactivate a closed data room?

Yes, you can still reactivate your room 4 weeks after it was closed by clicking on the ‘Reactivate’ button. Then you will need to proceed to checkout and pay pro-rata until the next billing date. The billing date does not change. The deadline for reactivating a data room is displayed next to the ‘Reactivate’ button on the data room tile. After that date, if not reactivated, the data room will be deleted/archived.

Can I cancel an unpaid room?

No, if the room is unpaid and the debt is not covered until the next billing month, subscription will automatically be cancelled.