Answers

FAQ’s


Sign Up

How do I sign up?
You can do everything online in about 5 minutes on this website. Click "Sign Up" and follow the steps. Virtual office accounts require manual processing to confirm details. Your virtual office will be live and you will receive your Confirmation Email within 2 hours if submitted during business hours. If submitted after hours, within 2 hours of the start of the next day. If submitted over the weekend within 24 hours. If you prefer to sign up over the phone, please call us during normal business hours.
How long does it take to establish my virtual office?
It takes about 5 minutes to complete the Sign Up process. Then we manually process the new virtual office account. Signups received on weekdays during business hours are typically processed and active in under 2 hours. After hours signup Monday through Thursday are processed in the first 2 hours of the next business day. Weekend sign ups can take up to 24 hours to process.
What payment methods are accepted for a virtual office account?
Credit and debit cards including Mastercard, VISA, AMEX, and Discover.
How do I make my monthly virtual office payment?
Payments are automatically processed on the 1st of each month to your payment card on file. If the payment card is unable to accept the monthly charge a grace period is provided through the 4th of the month at 5:00pm EST.
When can I start using my virtual office?
You can start using the address upon receipt of the “TRUE Space Virtual Office CONFIRMATION” email.
How long is a virtual office commitment?
Virtual office services are offered on a month-to-month basis and can be cancelled at any time with a 30 day notice of cancellation email.
If I have multiple businesses, can I use the same virtual office for all of them?
Each business must have its own virtual office account. We are happy to offer a 20% discount on top of our already low rates for additional virtual offices managed by the same account manager.
If I have a Virtual Office account can I use that same Virtual Office account for additional DBA (Does Business As) businesses?
No, each business name, even if it is just a DBA name, requires its own virtual office account. TRUE Space provides a 20% discount on the monthly virtual office cost of each additional business registered to the same account manager.
How do I get the 20% discount on additional virtual office accounts?
The Sign Up Form will ask for your account number. The new Virtual Office Account will automatically have the same primary account manager as the existing account number you entered. This can not be changed. The 20% discount will apply to to first recurring billing month. The 20% discount does not apply to the initial payment amount.
If I have multiple virtual offices, is the monthly payment processed to my payment card as a single charge or separate charges for each account?
Each virtual office is considered a separate business entity and payments are individually processed for each account. Similarly, when updating a payment card that is used on multiple virtual offices, you need to update the card information on each virtual office separately.
If I update my payment card on one virtual office account, will that automatically update the payment card info on my other virtual office accounts?
No, each virtual office is considered a separate entity and payment information must be updated independently for each virtual office.
What will my address be?
Your address will match the location and suite address (no extended address). This information will be included in your Confirmation Email you will receive after your Sign Up is processed. An example of how your business address will appear is: 123 Main Street, Suite 240, Atlanta, GA 30080
Do I get a unique address?
No. Although we can give you a unique PMB address if you need it for special business needs (very rare). All clients at a location use the same mailing address and we process your mail internally to your mailbox. These days you want a formal Geographic Information Systems (GIS) registered address vs. a unique address with a PMB or extended suite number. This is because Google and other search engines validate your address against the GIS databases. A valid GIS address can provide higher SEO value (yes, each address can provide a component of SEO value for your website). Plus, only with a GIS registered address can you use some amazing free advertising services like Google My Business or Bing Places.
Does a Virtual Office address meet SAM.gov requirements when applying for government contracts or grants?
This gets confusing since the SAM.gov instructions say you can use a virtual office address. But in reality no virtual office will meet the SAM.gov requirements for a physical address. The two hard to catch requirements are; 1) The document must be a "lease" which a virtual office never is, and 2) The SAM.gov requirement to have full time open access to an office for meetings. Although virtual offices offer meeting rooms for rent, full time access is not included (would need to state that in your "lease" agreement). Thus, to meet the SAM.gov requirements to obtain a cage number, you need an actual physical designated space (not shared). Options include a designated office, cubicle, or desk (assigned a specific identifier such as: Office 1, Cubicle C2, Desk D1). TRUE Space "Workspace Rental Agreements" do comply with SAM.gov requirements, but virtual office service agreements do not. Note: If using an office, cubicle or designated desk with SAM.gov, is important to maintain your designated physical space as long as you are seeking, actively fulfilling a government contract, or working under a government grant.
Can I use a virtual office address to register my business with the county or with my state to incorporate (LLC, Inc., Corp) as my legal principal business address?
Yes, the virtual office address can be used as your legal principal business address. It can NOT be used as the Registered Agent address. Georgia and Texas virtual office clients have the option of signing up for TRUE Space Registered Agent Services as an add on service.
Can I use the TRUE Space address as my business address for my business bank account?
Yes. Please note that if you are an LLC or incorporated business, banks will typically require that the address you are providing them as your business address matches the address on your corporate filing with the state. Do that step (state filing) if you plan to do it, before opening your business bank accounts.
If the bank offers you a free personal account along with your business account, be sure to use a different mailing address for that personal account, otherwise mail for that account would be addressed only to your personal name and would not be able to be received at TRUE Space.
Can I change my business name after setting up my virtual office?
It's very easy to update your business name before you start using the address with vendors, banks, and advertising. When creating your virtual office, enter the business name you intend to use. Include the intended "LLC", "Inc.", or other suffix if you plan to legally register as a corporation with the secretary of state. If your business name changes, let us know right away so we can update the virtual office account so mail can be received for that business name.

Once a particular business name is fully in use with the TRUE Space address (on websites, internet directories, and/or mail is being received) you will need to set up another virtual office for the new/different business name, and then give 30 day notice to close the original virtual office. You then use this transition period to update the business name with all your contacts and we can still process any inbound mail to you using the old business name.
Why do I have to prepay my final month?
This enables us to immediately turn off payment card billing when you give your 30-day notice of cancellation.
Can I list more than one person as the “Account Manager” with full access control over the virtual office account?
Yes, although one person is the primary account manager, we allow another person to be listed as the Secondary Account Manager with equal authority to make changes to the account.

General

Does TRUE Space offer office, cubicle, or desk rentals?
Yes, We offer monthly rentals of offices, cubicles, and designated desks. Availability varies with location. We do not offer hourly office rentals.
How Can I update my payment card on my account?
1) Use the link in the footer of this website
2) Use the link in the email you received saying a payment was unsuccessful
3) Contact us via phone
4) Email us requesting an Update Card link
Is it true that there is never an annual rate increase for virtual office accounts?
Yes, all you need to do is keep your account current (paid on time) and you enjoy grandfathered pricing that never increases.
How does TRUE Space offer the best prices and the highest level of service in the industry?
At TRUE Space our primary focus is virtual office services. We directly handle all services for our clients in house.
Most of our competitors are just advertising fronts for executive suite locations that are seeking additional revenue. Unlike TRUE Space, the industry norm is that there are numerous online advertising fronts (all different names) selling virtual office services for the same locations, using increasingly deceptive pricing techniques. They don’t actually provide any of the virtual office services, but just handle billing and get a cut of that monthly virtual office fee. As a client, you are stuck paying more and dealing with a middleman who isn’t actually doing anything other than collecting advertising revenue. This usually is tied with limited service capability and poor service levels, not to mention higher prices since more entities are drawing revenue from the same virtual office account.
At TRUE Space you get a real business directly providing you with service at honest industry leading prices.
Does a virtual office count as a "physical address"?
In most cases yes, but for situations like working with lenders or for government contracts, a virtual office does not qualify as a physical address. For more information on an address for government contracts see the FAQ under "Sign Up" referencing SAM.gov.
Is there free parking?
TRUE Space is proud to provide free short-term 15 minute parking for mail pickup at all locations. Parking when using meeting rooms is free at all locations except those located in urban city centers (Midtown Atlanta) which requires the use of parking meters or parking decks. No overnight parking is allowed at any location.
Do you offer phone numbers or call answering services?
No. As a business owner you absolutely want to own your phone number and should not use a phone number that is tied to a virtual office. Bundling these services into a virtual office account may seem like a simple and easy solution, but in reality, is really bad for your business. There are many online services that can provide a phone number that you can own and manage at very low costs, and which include phone menus, call forwarding, voicemail, etc. Third party call answering services requires substantial preparation and training just to receive average results as perceived by the caller (your client). Instead consider that the free voice menus and call routing services associated with most phone number providers will meet the needs of about 95% of all small businesses. If you really need someone to answer your phones, we strongly suggest a professional answering service. To get a business phone number we recommend looking at grasshopper.com.
If I have multiple virtual office accounts (various business names) and I close the first account I created, how does that affect the remaining accounts that are receiving the 20% discount?
If you close your Primary virtual office account, the next virtual office account you created becomes the new Primary account. The 20% discount is removed from this account, but remains on any other virtual office accounts associated with the same account manager.

Mail Services

How do I know if I have mail?
As a Mail Pickup or Mail Forwarding Upon Request client, whenever mail or packages arrive, we will send you an email that includes sender information, your mailbox number, and pickup instructions.
How do I pick up mail?
Your Mail Alert email notification includes detailed instructions on how to retrieve your mail including hours and building access instructions. You will need the access code provided in the email to retrieve your mail.
If I am a Mail Pickup client, can I call or email you with a special request to have my mail forwarded?
We are always happy to help get your mail to you. If you need your mail and can’t pick it up, just let us know and we will be happy to help. Special mail forwarding charges will apply. A Mail Forwarding Deposit will be required upon receipt of a second special request.
Can mail be addressed to my personal name (business name not included in the address)?
No. To comply with U.S. Post Office rules, mail must always include your business name in the address to be processed to your mailbox. It is fine if mail is addressed to both your name and your business name.
How often do I need to pick up my mail?
We request that you pick up your mail every 30 days.
Is there free parking for picking up mail?
Yes, there is free short term 15-minute parking.
Am I required to use Mail Forwarding Services if I do not live in the local area?
Yes, TRUE Space is obligated as your mail agent to ensure mail can be delivered to you. If you are not in the local area where you can pick up mail, you must enroll in mail forwarding services. You have full control of mail forwarding and there is no cost unless mail is actually forwarded to you. If you have a local residential address in the metro area, or can provide a driver’s license of another person that lives in the local metro area, that can pick up your mail, your virtual office account does not require mail forwarding.
Is there a monthly cost for mail forwarding service?
No, you only pay when mail is actually forwarded. There is a small mail forwarding service charge + the actual cost of postage. Usually cheaper than the cost of gas to drive to the office, not to mention your time.
How do I pay for mail forwarding?
Mail forwarding clients provide a Mail Forwarding Deposit from which mail forwarding costs are deducted. When the balance drops below $7.00, we replenish your mail forwarding deposit through your payment card on file.
How is my Mail Forwarding Deposit replenished?
When your Mail Forwarding Deposit balance drops below $7.00, we automatically replenish the funds by processing another $25.00 ($50.00 for international clients) to your payment card on file. Mail Forwarding Deposits are refundable deposits.
Can you scan and email mail to me?
We offer mail scanning services for our international clients. Scanning costs apply and are deducted from your Mail Forwarding Deposit balance.
Can I receive mail addressed to my name (no business name in the address block)?
No. All mail and packages must be addressed to the business name as listed on your virtual office account. That name must also match the USPS Form 1583 you provide to us after your account is established. It is perfectly fine to also include your personal name, or a name of a coworker or employee in the address, as long as the business name is also part of the address.
Our ability to receive and process mail to you is strictly regulated by the US Post Office.
When signing up for debit or credit cards, always ensure your business name is included on the actual card. Banks address related account mail to the names as shown on the physical card.
Can I use an abbreviation of my business name for mail (Example: use OMP, LLC in place of my business name "Onguard Metal Plating, LLC")?
No. All mail must include your formal business name. Using "OMP, LLC" in the example is a DBA (Does Business As) and would require a separate virtual office account for the shortened DBA name.
Can I use the virtual office address as the return address on mass mailings?
No, this is strictly prohibited and is a US Postal Service Violation. The quality of database mailing lists is so low, even from those database sellers that promise 99.99% accuracy, it results in massive volumes of returned mail. Due to the number of virtual office clients at each of our locations, returned mail from mass mailings would quickly overwhelm the postal carrier. So use of the virtual office address with mass mailings from purchased or shared databases is strictly prohibited.
Will TRUE Space sign for certified mail addressed to my business?
TRUE Space is unable to sign for signature required US Post Office mail or package deliveries delivered to virtual office clients. Postal carriers delivering signature required items will leave a standard Pickup at Post Office slip that we pass on to you.
Can I register my business with Google My Business at this address?
Absolutely! Just be sure to list your business as a Service Area business NOT a storefront business where customers can shop. Verification pins from Google typically arrive 18-23 days after submitting the request to Google.
When will a Google My Business address verification pin arrive?
They typically arrive 18-23 days after submitting a request to Google My Business (GMB). Google falsely states that you will receive it in 5 days. If you have not received a verification pin notice email from TRUE Space within 35 days after submitting the request to Google or Bing, we suggest that you resubmit the request. Very often the pins are lost in the mail due to low quality paper and they often stick to other GMB mailings resulting in lost mailings.
Can you forward mail via overnight, 2nd day air, or ground (FedEx / UPS)?
We are happy to forward mail via FedEx or UPS overnight, 2nd day air, or ground. Due to the high costs associated with these services, the Mail Forwarding Deposit is not sufficient to cover these costs. Clients interested in having items shipped by FedEx or UPS must first establish an "Express/Ground Forwarding Deposit" funded by check or money order. Minimum deposit of $50.00 (we recommend $150.00 minimum) Mail to TRUE Space, Inc., 2400 Herodian Way SE, #220, Smyrna, GA 30080. Business and personal checks require 7 days to clear before funds are released. Money orders and cashiers checks provide immediate funds availability. A service fee of $12.50 applies to each shipment in addition to actual shipping costs. Shipper will be chosen by TRUE Space (most efficient is selected). Shipper requests can not be accepted. We can not use your labels or shipping account for shipments.

Package Services

Can I receive packages for by business at TRUE Space?
No, TRUE Space does not provide package receiving services. But, we have special allowances for the receipt of packages containing business checks, corporate seals, and incorporation kits that must be sent to the business address.
Are FedEx and UPS overnight and 2nd day air envelopes considered mail or packages?
We treat these express envelopes as mail in terms of the notification process that mail has arrived. Normal mail pickup procedures apply. If you request the envelope to be forwarded to you via overnight or 2nd day air the item falls under our Forwarding Envelopes by UPS or FedEx rules.
Can I use the virtual office address as my return address on products I ship to my clients, or as an RMA (returns) address?
No, the virtual office address cannot be used as the return/shipper address on retail or wholesale product shipments to clients or as an RMA/Returns address.

Registered Agent

What is a registered agent?
A registered agent is a person or entity appointed to accept legal documents delivered by a process server or other official mail on behalf of your business. You need to have a registered agent if filing as a corporation or LLC with the secretary of state.
Can I list my name at the virtual office address as the registered agent?
No. A registered agent needs to be physically at the address during business hours. TRUE Space offers Registered Agent Services in Georgia and Texas for a small added monthly fee.
In which states does TRUE Space office Registered Agent Service?
Registered Agent Services are available in Georgia and Texas.
Why should I use TRUE Space for registered agent services when I can be my own registered agent at my home address?
You are allowed to list yourself as your registered agent if you also list your home address as your registered agent address. This can become problematic as anyone can do a 5 second lookup on the secretary of state website and see your home address. Most business owners prefer to separate their personal life from their business life and don’t want their home address so easily found. You never know if you will have an unhappy client that shows up on your doorstep.

Cancelling Service

What is the process to close my virtual office account?
Email us at Office@truesp.com from your email associated with your virtual office account. Notify us that you are giving your 30-Day Notice of Cancellation and be sure to include your business name in the email. You will receive a cancellation receipt email within 24 hours stating that we have received your cancellation request. The email will also include information about the steps to take to ensure you are no longer using the TRUE Space address in any capacity on your formal Cancellation Date, so your virtual office can close as requested.
How do I remove the virtual office address from my state corporate filing (Secretary of State) after I have given my 30 day notice of cancellation?
To update your corporate address (and registered agent information if applicable)

GEORGIA:
If you have already filed your first regular annual renewal with the Secretary of State: You need to file an Amended Annual Registration. This can be done online at the Secretary of State website in about 5 minutes.

If you are a new corporation/LLC/LLP and have NOT yet filed your first regular annual renewal with the Secretary of State: Then you will need to file a new regular Annual Registration. This can be done online in about 5 minutes.

TEXAS
File an Amended Annual Registration with the Secretary of State. This can be done online in about 5 minutes.
When are deposits refunded?
In accordance with our cancellation policy, deposit balances are automatically refunded approximately 30 days after your formal Cancellation Date. The formal Cancellation Date is the last day of the calendar month in which the 30th day of your 30-day notice of cancellation falls.
EXAMPLE: Gave 30 Day Notice on May 6th. Cancellation Date is June 30th. Deposits refunded July 30th.