eCommerce Order FAQs

Tenable works exclusively with Cleverbrige for its eCommerce transactions from its website..

If you currently own a license of Nessus Professional, please go to your account and navigate to the license you wish to upgrade. You can access the Account Management portal either directly or through the Tenable Connect community.

If you have more than 90 days left on your existing license, on the Nessus Professional product detail/billing page in Account Management, you will see a link to “Renew Product.” Select to renew your product. After you “Proceed to Cart,” on the cart page you will have the ability to select to upgrade to Expert. Follow that link to purchase a pro-rated upgrade to Nessus Expert for the duration of your existing subscription.

If you are within 90 days of expiration, you will need to renew and upgrade your license at the same time. Click on "renew online" on the license in question, and select Nessus Expert during that checkout process.

Once upgraded, your product will automatically update within 24 hours.

Please log into the Account Management Portal or visit “Account Management” through the Tenable Connect community. The Account Management Portal will contain options to manage your subscription such as reviewing pricing for your renewal, renewing online, obtaining an eCommerce quote, updating your payment method, turning auto-renewal on or off, and managing contacts for your license.

If your subscription is within 90 days of expiration, you should have also received notification emails. You may also renew your subscription by clicking the links contained in those emails.

Occasionally orders will take up to 2 business days to process through the system. Please check back after 2 business days. If your order still doesn’t show up, contact your CSM (email found in the Account Management portal).

Your confirmation email for your Online Purchase has a pdf version of the invoice attached as a link. You can also log in to the Tenable Account Management portal directly or through the Tenable Connect community. Click on "manage Subscription" to find a copy of your invoice. If you still can not find it please contact [email protected].

Most likely you have upgraded from trialware, or Nessus Essentials and this activation link was sent in error. Your trial version or Nessus Essentials version will automatically activate upon purchase and should now be a full working product.

Please view your products by logging into the Account Management portal directly or through Tenable Connect. You can request a quote for your renewal by visiting the Nessus product detail/billing page, and clicking the link to “Renew Product.” Select to renew your product. After you proceed to the cart, you will have the ability to request a quote. by clicking on “Ecommerce Quote”. Please note that to purchase your renewal from that quote, you must complete the order upon acceptance of the quote. These quotes are only valid for eCommerce transactions.

Please email [email protected] with your customer ID.

If it has been more than 24 hours since your purchase, please email [email protected]with your purchase reference number.

Please click here to learn about how to claim tax exemption either before or after your purchase.

Access Tenable's 2023 W9 forms below:

• 2023 Tenable Inc W9
• 2023 Public Sector W9
• 2023 Tenable Holdings W9

Simply click on “Create or reset your password” when you reach the log in page at connect.tenable.com. If you still need help with your log in, please email [email protected].

Please email [email protected]to request a refund for an eCommerce transaction. Be sure to include your reference number for the order (found on your order confirmation email). Refunds are typically processed within 7 business days.

If you require a pro-forma invoice, please choose wire transfer as your payment option. You will then receive a pro-forma invoice as a PDF document allowing you to proceed with your payment. A copy of the invoice will only be sent after the payment has been received and processed.

It is not possible to pay via Purchase Order for your Tenable order. If you need an invoice in order to make the payment, we recommend choosing wire transfer as your payment method so that you will receive a pro-forma invoice

You will find information on how to cancel your subscription in the email that was sent to you. Please scroll down to the section entitled 'Subscription overview' where you will find a link to manage your subscription, opt-out of auto-renewal, or update your payment information.

Information about Sales Tax Exemptions and VAT can be found here: https://support.cleverbridge.com/hc/en-us/sections/9516515599763-Sales-Tax-Exemption. If the answer to your question is not listed, please get in touch with Cleverbridge using their email contact form.

You can find a whole host of useful articles related to ordering and purchasing here: https://support.cleverbridge.com/. If you cannot find an answer to your question, please contact Tenable by emailing [email protected].

Information on how to set Cleverbridge up as a vendor can be found here: https://support.cleverbridge.com/hc/en-us/articles/4405420244243-How-do-I-register-Cleverbridge-as-a-vendor.

If your company name has changed, please reach out to Cleverbridge via support.cleverbridge.com. Make sure to send any necessary documentation that proves your company name change and information about your current and previous company name.

If you would like to postpone your start date, then we recommend canceling your current subscription and placing a new order in the future. The order will be active as soon as it has been paid, it is not possible to postpone the start date.

Please contact a local Reseller for support, if you don't have a relationship with a reseller a list can be found here: https://www.tenable.com/partner-locator/resellers.

Tenable offers On-Demand video based training for Nessus Pro and Nessus Expert, these can be purchased on our eStore or from a local Reseller. In addition, Tenable offers Advanced Support for Nessus Pro and Nessus Expert, this also can be purchased on the eStore or from a local Reseller.

Please view your products by visiting the Account Management portal either directly or throughlog into the Tenable Connect community. Under Account Management, go to your product detail page and click on the “Manage Subscription” button. If you have any questions please contact [email protected].

Nessus Pro and Nessus Expert are only sold in annual contracts, however you can purchase multi-year subscriptions.

Please go to docs.tenable.com, there you will find all Legal agreements as well as product documentation. If you have any questions please contact [email protected].