Plan and billing: common questions

Who can pay the subscription?

The agency owner, or anyone whose role includes Manage the plan and pay invoices. By default only the Owner role has it; you can give it to another role on Team and roles.

Anyone who has the invoice email can also pay: the link opens the invoice page without signing in. This is useful when your accountant pays the bills.

Do I get a receipt and a tax invoice for the subscription?

Yes. Every invoice can be printed or saved as PDF, from Invoice history on Plan and billing (Print) or from the invoice page (Print or save as PDF). It shows the platform's company name, address and VAT number, your agency's name, address and VAT number, the period, the subtotal, the tax and the total. Once paid it shows Paid and the payment reference.

After each payment, a receipt (Payment received for …) is emailed with the amount, the payment date and the date your subscription is paid until.

Tax is added only if the platform charges it; the rate shows on the invoice.

How do I change the email that receives invoices?

Open Settings → Plan and billing. Under Next invoice, type the address in Invoices are emailed to and press Save. Leave it empty to send them to the account owner. All subscription emails (invoices, receipts, reminders, overdue and pause notices) go to this address.

The emails are in the account owner's language.

Can I move to a smaller plan if we have more users than it allows?

Yes. The smaller plan starts at the end of the period you paid for, and nobody is removed or disabled. After the change, you cannot invite anyone or turn a disabled person back on until the number of users is under the new limit. The same goes for files: uploads are refused while storage is over the limit. See Plan limits and how usage is counted.

What happens to our data when the account is paused?

Nothing is deleted. Your bookings, customers, payments, documents and settings stay as they are, and everything opens again as soon as the invoice is paid (or, after a cancelled subscription ended, as soon as you press Reactivate). While paused, nobody in the team can open the screens (including Data and logs to export), and customers cannot sign in to their customer account. See Account paused.

What happens when the free trial ends?

• On a paid plan: the plan becomes Active as soon as the trial ends, and the first invoice is issued and emailed. You have the due days (7 by default) to pay it. Reminders come 7 days and 1 day before the trial ends.
• On a free plan: the plan becomes Active; the agency carries on.
• If you cancelled during the trial: the subscription ends and the account is paused. Press Reactivate to carry on.

During the trial you can change plan at any time, at no cost.

Can I switch from monthly to yearly billing?

Yes: Change plan, then Yearly, then the plan. When the yearly price costs the same or less per month than what you pay now, the change waits for the end of the current month. When it costs more per month (for example a bigger plan, yearly), it applies at once with one invoice for a year from today, less a credit for the unused days. Going from yearly to monthly always waits for the end of the paid year. The window shows which case applies before you confirm.

I paid, but the invoice still shows Due.

Open the invoice link again. If it says The bank is still confirming…, press Check again after a minute; the invoice changes to Paid as soon as the bank confirms. Do not pay twice. If you paid by bank transfer, the platform marks the invoice paid when the money arrives.

Can I stop the subscription?

Yes: Cancel at period end on Plan and billing. It keeps working until the date you paid up to, and you can press Reactivate any time before then. After the end date, Reactivate starts a new period today with an invoice and opens the account at once.