Account Management

To start using GrapheneDB, first create your GrapheneDB account. Your GrapheneDB account allows you to create and manage multiple Neo4j databases. You can add multiple users to an account, allowing your team to manage databases collaboratively, manage billing securely, or even administer other users, all without having to share account credentials.

The account management area can be accessed by using the dropdown menu in the top right-hand corner, to the right of your email address.


Updating your email address or password

To update your email address, navigate to the Account menu, and simply enter a new email address in the email field, then click the Update Email button to confirm the change.


You can also change your password on the same screen. To change the account password, enter your current password, followed by the new password as shown in the image below.


Team collaboration

GrapheneDB enables team collaboration by allowing multiple users to access the same “Account.” By allowing multiple users to be members of an “account” or “team”, individual team members do not need to share credentials in order to operate databases. Account “owners” can rest easy that team members without the proper permissions will not be able to access billing details or other sensitive data.

User roles

You can choose from any of the following user roles for your team.

Collaborator: can create new databases and manage all databases in the account
Admin: can manage databases, users and billing preferences
Owner: the owner of the account, only he can close it. Same permissions as admin, plus can also manage admins

Adding a user (owner & admin only)

To add a new user to your team, navigate to the Account page, click on the Users tab, then click on the Add user button.


Complete the form by entering the new user email, followed by the password. Don’t forget to select the proper role for the new user.


This email and password will be used to log in to GrapheneDB. The recently added team member should change the assigned password the first time he logs into GrapheneDB.


Keep in mind

A user cannot be added if his/her address is already in use in our system (as owner or collaborator of another account). The workaround for this scenario is to change the user’s email address on the other account to a different email address in order to “free” the email address. Once the email address has been freed, then you can add the user.

In this case, GrapheneDB will not send out a notification to the new user. You will need to let the user know their account was created and provide the login details.

Updating a user’s email address or role (owner & admin only)

In order to update a user, navigate to the Account page and click on the Users tab. Click on the Edit link on the users list and change the info you want to update.


Deleting a user

To delete a user, navigate to the Account page, click on the Users tab, then click on the Edit link next to the user you wish to delete. On the user’s Edit page, scroll down towards the bottom, then click on the Delete button. This action will permanently delete the user and all associated data.



With GrapheneDB, you only pay for the time that your database is running.

Adding billing details for the first time

You will not need to enter your billing details until you create a database. You can enter your billing details by going to the account billing area or in the form shown in the database creation process.

If you are working for an EU business or you are an EU professional, you will need to provide a valid EU VAT ID (or other proof of being a business), or else VAT charges will apply. You can read more about this topic on the European VAT section.

Adding a new credit card

To add a new credit card, go to the Billing tab in Account Settings and click Add new credit card.


Removing a credit card

To remove a credit card, go to the Billing tab in Account Settings and click Remove card under Payment Details.



"Default" Card

If you have more than one credit card on the account, you have the ability to select any of those cards as the default card. If you only have one card, that card is the default. Please note that the default card cannot be removed.

Updating invoice details

To update your invoice details, go to the Invoices tab in Account settings and click on Edit billing information.


Checking your current usage

Usage is shown under Cost Explorer in the Billing section.


Online Payments

We now offer the ability to self-launch a payment from your Account. To perform this operation, just go to Account Settings -> Invoices -> and select Pay Now.




GrapheneDB usage is calculated on a daily basis. The amount displayed is the amount you will pay if you stopped all your databases at that moment.

European VAT

Starting 1 January 2015, new EU VAT rules have come into effect that affect how we may bill EU-based customers. EU VAT is now calculated based on where a consumer resides, and not based on where the supplier resides. These changes affect GrapheneDB and its customers.

GrapheneDB will apply the local VAT (at the place of residence of the customer) for any EU customer who fails to prove itself as a company or professional.

Customers from outside the EU

Customers outside of the EU do not incur any VAT, but they must provide proof of residence.

A customer is considered a non-EU customer if they match the following criteria:

  • The country where the credit card on file was issued is not in the EU
  • The IP address used when submitting billing details is not in the EU

If we are unable to determine country of origin from either the billing details or IP address, the customer will need to use a different card, try a different IP address, change their billing address, or provide an official document as proof of residence.

EU customers

European companies and professionals won’t be charged any VAT. Only consumers will be applied the appropriate VAT for the country of residence (for example, 19% for German customers, and 21% for Spanish customers).

In order to validate your country of residence, any of the following criteria must match the billing address country:

  • Country where credit card on file was issued
  • IP address used when submitting billing details
  • Country of the supplied European VAT number, provided it’s valid

If we can’t validate the country in the billing address by any of these means, the customer will be contacted and asked to re-submit their details, or provide a document as proof.

The second and final step is only applicable to businesses. If we validate the customer as a company or professional, no VAT will be applied. The standard method for this validation is to verify the European VAT number supplied by the customer.

There is an official website which can be used to check the validity of an EU VAT number:

The EU VAT number can be entered in an input field for that purpose in the billing details form:

  • When adding the billing details during the provisioning process or
  • from the Billing tab in the Account section.

Should we fail to verify the validity of the EU VAT number provided, or in the case the customer has not registered as an intra-community VAT operator, other proof such as legal documents can be provided.

Customers can know if they have been validated as a EU businesses by visiting the Billing tab in the Account section.

A verified EU business will have a checkmark icon, along with text indicating they are verified.


EU consumers and EU customers who have failed to verify as a business will see text communicating that VAT charges will apply.


Redeeming credits

GrapheneDB credits or coupon codes can easily be redeemed from our user interface.

  1. Navigate to the Billing tab from Account settings,
  2. Click on Redeem code below Cost Explorer to navigate to the Redeem Code page (or open
  3. Enter the coupon code and submit using the Redeem button.
    If the credits were successfully applied, you will see the credit balance in the Billing tab, under the Cost Explorer section.

Closing your account

To close your account, navigate to the Account page and scroll towards the bottom. There, you will find a Close account button at the bottom of the page.


Our close account process is not yet automated. There is quite some complexity involved in this process from our side:

  • Payments and invoices are handled automatically every month by our billing system, so our current approach is to wait until the end of the current monthly billing cycle. Once we verify that we have collected any outstanding payments and sent the corresponding invoices to the user, we then proceed to close the account.

  • This opens up an issue where you might still have paid databases running when asking us to close your account, and in that case the billable amount would keep increasing until they are deleted.

Until this process gets the attention it deserves and we implement a fully automated process with immediate checkout and payment, this is how we are handling close account requests:

  1. We ask our users to delete any paid databases on their accounts before submitting the request to close their accounts. This will ensure that the outstanding amount does not increase due to additional billing units that might add up until we collect the payments.
  2. We then take them to a support ticket form where they can submit their request.
  3. We will wait until the next billing cycle (once a month) and collect any outstanding payments on the account.
  4. We will let the users know once their accounts have been successfully closed.

We'd like to thank your patience and understanding in this matter. If for any reason, you need to close your account immediately, please get in touch and we will deal with it ASAP.