Managing your subscription

Your subscription lives on the Account page. It shows what state the account is in and what it costs, and it is where you switch between monthly and annual billing. The card, invoices and cancellation live one click away in Stripe's customer portal.

Reading the Subscription card

The card at the top carries your account name and email, a badge showing whether your email is verified, and a status badge:

Free trial. Your first 30 days, with everything unlocked and no card required. The card shows how many days are left and the date the trial ends.

Active. A paid subscription in good standing, with the next billing date underneath. If you have canceled, it shows the date your access ends instead.

Paused. Where a trial lands when it ends with no card on file. The subscription still exists and nothing is deleted: adding a card through Manage billing & payment restarts it straight away. What still works meanwhile is covered below.

Payment past due or Unpaid. A charge failed. You can still view and edit everything, but creating new things is paused until the payment goes through.

Canceled or Expired. No live subscription. Your data is still there to view and edit, and Subscribe again starts a new subscription through Stripe checkout. There is no second free trial, so the first period is charged when you subscribe.

Team member. You joined someone else's account from an invite link, and that account pays for your access. Your own account has no subscription, so you can look around it but not add anything. Start a free trial of your own gives it a normal trial, and your access to the account you joined carries on.

With a live subscription the card also shows the cost: the base price, any team seats, tax where it applies, and the total. These figures are read from your actual subscription, so they are what Stripe will charge. Current prices are on the pricing page.

A complimentary account has no Stripe subscription behind it, so the card says so and there is no portal button.

Switching between monthly and annual

The Billing: Monthly (or Annual) row on the card has a button to switch. It moves your plan and any team seats together, after a confirmation that says what will be charged. Annual costs about 20% less than paying monthly. Refunds and changing plans covers what each direction charges.

The switch is offered during the trial and on an active subscription. It is hidden while a payment is past due or the subscription is paused, because the fix there is a working card.

Manage billing and payment

Manage billing & payment opens Stripe's customer portal in the same tab, and brings you back here when you are done. Use it to:

• Add a card, or replace the one on file.
• Download past invoices and receipts.
• Cancel, or undo a cancellation while your paid period is still running.

We never see or store your card number. It goes straight to Stripe.

If the portal cannot open, you land back on this page with a message saying so, and your subscription is unchanged.

Your business address and tax ID, folded away below the button, sets the address and tax number printed on the invoices we send you. Your country decides whether tax is added.

What happens when the trial ends without a card

Nothing is deleted and nothing is switched off. What stops is creating new things.

Still works:

• Opening, reading and editing everything you already have: portals, contacts, requests, answers, uploaded documents, terms, workflows.
• Reviewing what comes in. Approving and rejecting uploads carries on.
• The links your people hold. Anyone holding a portal link can still open it and submit documents. Nobody you onboard sees your billing state.
• Your automations. Rules keep firing and reminders keep going out, within your monthly email allowance.
• Exporting your data.

Refused until you add a card, with a message saying why:

• New portals, and new contacts, including a CSV import.
• New share links, and sending somebody their invite.
• New files in your library, new request templates, new workflows and task categories, new branding themes.

The message reads "Your trial has ended. Add a payment method on the Billing page to continue creating new items." Adding a card restarts the subscription immediately and everything comes back at once.

Teammates you have shared the account with are switched back to their own accounts until the subscription is running again.

The same applies at Payment past due and Unpaid. A failed charge has no grace period for creating new things. Editing and reviewing carry on throughout.

Seats

Anyone you invite to help run the account is a seat on your subscription, added when they accept and removed when you remove them. The base price covers you; seats are the people beyond you. Seat changes are prorated. On monthly billing the prorated amount goes on your next invoice. On annual billing it is invoiced the day the seat changes: the rest of your billing year is charged when someone joins, and the unused part is credited to your account when someone leaves.

On the trial you can invite up to two people, free. Subscribing lifts the cap. Invite from Team & users on this page; sharing your account has the detail.

Seats are not the people you onboard. A seat signs in and works in the account. The people you collect documents from hold a portal link and never sign in.

Account usage

At the bottom of the page:

• Active portals. Portals you have not closed.
• Active people. People holding a live link on an open portal, counted once each.

Your plan includes 25 active people. Once you go above that, a section appears underneath with your account credit, what today's count costs and what you have been charged this month, plus buttons to add credit. Active people and your plan allowance explains the count and the charge.

Account usage is the owner's view, so it is hidden from anyone switched in through account sharing.

If somebody else manages your account

A teammate switched into your account sees a note at the top of this page instead of the Subscription card. Billing, team, security and account deletion stay with the owner. They can still update terms, the weekly summary and the day-to-day profile settings.

Canceling, and what happens to your data

Cancel from the Stripe portal. You keep access until the end of the period you have paid for, and this page shows that date. Cancel during the trial and you are never charged.

Canceling is not deleting. Your portals, contacts, requests and the documents people submitted stay as they are, and subscribing again picks up where you left off.

An account that is both canceled and unused for around nine months eventually starts a removal process, with four warning emails first and a further window in which it can be restored. Signing in or subscribing again at any point stops it. A trial that never had a card added is removed on a shorter timeline. Inactivity and automatic deletion has the stages and dates.

To remove the data now, see deleting your account.

When a payment fails

Stripe retries a failed charge automatically, and this page shows Payment past due meanwhile. Creating new things is paused from the first failure. Anyone you have shared the account with keeps working on the same terms as you. Update the card in the portal and the next retry puts the account back to Active, lifting the block with it.

Getting help

For anything that looks wrong on an invoice, or a charge you cannot account for, email [email protected] with the invoice number from the portal.