Frequently Asked Questions

Billing & Subscriptions

When do I get billed?

Once you have created a subscription, we will automatically collect payment from you 1 month after the date you first subscribed.

Will I receive an invoice?

All of your invoices are available at any time via your Account Portal. The primary user for your organisation (usually the first user to sign up with Gydeline) will also receive email notification when a new invoice is ready to view.

How long does my subscription last?

Unless otherwise stated, subscriptions last for 1 month and are paid for 1 month (30 days) in advance.

What currency do I pay in?

Payment is accepted in British Pounds and any translation/exchange is handled by our payment partner.

What happens if I cancel my subscription?

In order to gain access to your Gydeline dashboard you need to have an active subscription. When you cancel your subscription you will no longer be able to access the Gydeline system. If you wish to restart a new subscription it may be possible to restore your previous details but this may not always be possible due to our retention policies. Your period of continuous subscription will also end which means you will not be protected from any price rises.

My payment card details have changed, what do I need to do?

Visit your Gydeline Account Portal where you can choose, Manage your payment methods to change or update your details

Whats Included in my subscription?

For standards and regulations to which you are subscribed you will receive access to assess your organisation against that standard. Any number of users from across your organisation can use the tool and you will receive free notifications and updates as feeds, guidance, case law and best practice are added over time.

How do I upgrade?

If at anytime you wish to add additional standards or regulations you can do so by visiting our shop or by clicking the upgrade links found in various places throughout our site and tool. You will receive pro-rated bills and invoices to bring new subscriptions in-line with existing ones in a single monthly invoice and payment.

What payment methods do you accept?

We currently accept payment by credit card only. In order to access the Gydeline tool you need to have made a payment. By making a card payment you should gain instant access to the software. If you would like to discuss alternative payment arrangements please get in touch via the support pages.

GDPR Check

Which Languages are used in the EU?

The European Union has 24 offical and working languages. They are:

  • Bulgarian
  • French
  • Maltese
  • Croatian
  • German
  • Polish
  • Czech
  • Greek
  • Portuguese
  • Danish
  • Romanian
  • Dutch
  • Irish
  • Slovak
  • English
  • Italian
  • Slovenian
  • Estonian
  • Latvian
  • Bulgarian
  • Spanish
  • Finnish
  • Lithuanian
  • Swedish
What currencies are used in the EU?
  • Euro
  • Bulgarian lev
  • British pound sterling
  • Gibraltar pound
  • Croatian kuna
  • Czech koruna
  • Danish krone
  • Hungarian forint
  • Polish złoty
  • Romanian leu
  • Swedish krona
  • Swiss franc
Is the new UK DPA different from GDPR?
  • The British government has published a statement of intent regarding the country’s data protection laws, declaring that the data of British citizens will be better protected with strengthened measures included in the new UK Data Protection Bill.
  • The new Bill will align UK law with the EU’s forthcoming General Data Protection Regulation, which is set to come into force on May 25, 2018.

Getting Compliant

Do you have xx standard available?

We regularly publish a roadmap of the upcoming standards we are looking at. If there is a standard or regulation you would like to see covered by the tool we would be delighted to hear your suggestions. Please contact us via our support site to let us know.

I have my actions, now what?

Once you have completed the actions in the list, go back to the assessments area and update your responses to reflect your organisations updated position. If you have completed the actions correctly these updated responses should reflect a more compliant position.

Can you recommend anyone to help complete my actions?

There are a number of partner organisations with whom we have aligned to help our customers in their compliance activities. These partners are able to assist with IT, Legal, Financial and Business Advice and can be found on our partners page.


How much does it cost per user?

We want Gydeline to be the system that everyone in your organisation uses to track compliance. Our pricing is therefore based on standards and regulations rather than user numbers. The prices displayed are per standard for your size of organisation.

Are there any limits on user numbers?

No. You can encourage everyone in your organisation to use Gydeline without worrying about additional costs.

How do you calculate pricing?

Our pricing is based on two factors, the size of your business and the complexity of the standard or regulation. Business size is based upon the EU definition and is also used within the tool to ensure you meet the appropriate level of compliance. Complexity of a standard or regulation is derived from factors such as length, feeds, geographical scope, case history, sector etc. Complexity then equates to one of five pricing bands that we have for each size of organisation.

What does pricing fixed for life mean?

The monthly subscription you pay when signing up to a standard or regulation is fixed for the entire term of that subscription. This could last many years if you maintain a continuous subscription.

Do you offer discounts for charitable/government/education organisations?

We do not offer specific discounts for these types of organisations. We do however offer a scheme whereby community organisations are able to get a free subscription. More details are available here.

What is included in the Free version?

The free version contains a subscription to the entire Cyber Essentials source. This enables any organisation to not only see and use the tool for themselves but also to see their compliance against the governments baseline computer security standard.


How do I report an issue with my Gydeline account?

Visit our support site to search for a solution or to submit a request for help.  You can also email

How do I change/reset my Gydeline account password?

The top right corner of each screen within the Gydeline system has a drop down list from which you can select Update Password.

Can I add other users to my Gydeline account?

Manage Account Menu

You can add as many users from your organisation as you wish.

In the left hand navigation menu choose Manage Account.

Then select the Users tab and click the “Add user” button.






What is meant by primary user?

The primary user is the user who has the ability to add other users and manage your billing and subscriptions. This is usually the first person from your organisation to signup to Gydeline.

Can I change the primary user?

Yes. Please contact us via our support site and “Submit a support ticket” – we will happy to make the change.  We will, of course, need to confirm that you hold an appropriate role and authority in your organisation before we make any changes.

What support do you offer?

You can get help with using Gydeline, Managing your account or becoming compliant in a number of ways. We offer live chat, support requests, Frequently Asked Questions (FAQs), and our ever-growing stable of Brand Partners. All can be accessed via our support site.

We do offer additional services to help you fill any resource shortfalls you may find.

I have been added as a new user but I’m not receiving texts and can’t login

When you were setup by the primary user they may have entered your number incorrectly.  If you ask them to delete and recreate your account you will get another invitation email.  Alternatively, are you able to receive SMS texts in your location?  If not, you will not be able to login unless you can use an internet-based text message service (e.g. iMessage)

When is support available?

Our support times are Monday to Friday 9:00-17:00 GMT/BST.  During these times we are able to answer chat requests from the website and respond to your support requests.

You can log a support request whenever you need to by going to

Using Gydeline

I’m not compliance expert, will I be able to use it?

We have designed our tool to be easy to use by all. Each part of the assessment comes with help to explain how and why you might need to think about an area of compliance. Once you have completed your assessment help is available via our partners and support site to get you compliant.

What happens if my status against a regulation changes?

Your status could change for a number of reasons. Perhaps the information you have supplied has expired or maybe the regulation or guidance itself has changed. Simply revisit your assessment and update your responses to see your current compliance position.

How is access to Gydeline managed?

Once a user from your organisation has created a subscription they are then responsible for adding extra users to your account. Each user will need to have an email address and a mobile phone so that their identity can be verified.

Who can see my company dashboard?

Your company dashboard can only be seen by your organisation and those users added by the primary user.

How often is my dashboard updated?

The dashboard updates in realtime as you update your responses. It also updates when there are changes to regulations such as new guidance and also when your response data degrades over time.

Can I come back to my assessment later?

Yes. There are Save and Exit buttons on each section of the dashboard allowing you to exit, to perhaps check details or seek advice and then to come back later and complete the assessment.

Can I assign assessment questions to another user?

Not currently but that is a feature coming in the very next release of Gydeline!

How secure is Gydeline?

We have chosen to place Gydeline within the same infrastructure and security setup as used by national governments and banks. We have implemented separation of data across our environment so that any issue in one area will not impact others. This separation is also why there are separate logins to manage your accounts and access the Gydeline system itself. Finally, we have implemented additional levels of authentication to verify the identity of uses. More information about how we manage security can be found here.

When is support available?

Our support times are Monday to Friday 9:00-17:00 GMT/BST.  During these times we are able to answer chat requests from the website and respond to your support requests.

You can log a support request whenever you need to by going to