Still have questions about an eCommerce order from our store.tenable.com site?
Please contact Customer Care at [email protected].
Be sure to include your purchase reference number, and the email address used to make the purchase.
How can I contact Tenable directly for support or a change to my subscription?
Please contact Customer Care at [email protected].
Who is Tenable's eCommerce partner?
Tenable works exclusively with cleverbrige for its eCommerce transactions from its website.
I'm an existing customer and want to upgrade to Nessus Expert
If you currently own a license of Nessus Professional, please go to your account and navigate to the license you wish to upgrade.
If you have more than 90 days left on your existing license, you will see a link that says "Upgrade to Nessus 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.
I want to renew my subscription
Please log in to community.tenable.com and navigate to the “My Products” section found in the top right hand corner. Your product view 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.
Renewal is not showing up immediately after purchase
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 your community portal).
I need a copy of my Invoice
Your confirmation email for your Online Purchase has a pdf version of the invoice attached as a link. You can also log in to your Tenable account at Community.Tenable.com and navigate to your products. Click on "manage Subscription" to find a copy of your invoice. If you still can not find it please contact [email protected].
My purchase activation link is broken causing a 404 error
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.
I would like a quote for an eCommerce renewal
Please log in to your community portal and navigate to your products. You can request a quote for your renewal 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.
I do not see a renewal button in my Community Portal
Please email [email protected] with your customer ID.
I can not see my recently purchased product in my community portal after upgrading from Nessus Essentials or a Trial
If it has been more than 24 hours since your purchase, please email [email protected] with your purchase reference number.
Tax exemption validation
Please click here to learn about how to claim tax exemption either before or after your purchase.
Need a copy of Tenable's W9
Access Tenable's 2023 W9 forms below:
I am unable to log in to your Community Account
Simply click on “Don't remember your password?” when you reach the log in page at community.tenable.com. If you still need help with your log in, please email [email protected].
I need to request a refund for an Online Order
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.
Can I get a pro-forma invoice or a copy invoice before I have placed my order?
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.
Do you accept Purchase orders, if so, what is needed?
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.
Am I able to cancel a subscription?
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.
What should I do if I need documentation or information regarding VAT questions that are applied?
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.
What should I do if I need to escalate an issue regarding a purchase?
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].
I need to set up you as a supplier, what information should I use?
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.
What should I do if my Company has changed name, and I need my account details updating?
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.
My license is expired. Can I renew it with a start date later than today, such as three months from now?
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.
What should I do if I would like to upgrade to a product that is not available on the e-store?
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.
Is there training or a higher level of Technical Support available for Nessus?
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.
How can I check if my license is set up for auto-renewal, and how do I opt out?
Please log into the Tenable Community at community.tenable.com, go to your product section, find the product you want to check the license for, and click Manage Product. If you have any questions please contact [email protected].
Can I purchase a Nessus license for less than one year?
Nessus Pro and Nessus Expert are only sold in annual contracts, however you can purchase multi-year subscriptions.
Where can I find license agreements or other documentation?
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].