Billing questions
Short answers about changing or cancelling your plan, refunds, invoices, team seats, credit packs, taxes and the currency you pay in.
Quick answers to what customers ask most about billing. The steps for each are in the articles listed under Plans and pricing.
Who can manage billing?
Only the workspace owner. The Billing page (click your profile picture, then Billing) always shows the workspace you own, so teammates can't see or change your plan, even as Admins. See Where to find billing.
Can I change my plan partway through a billing period?
Yes. A higher plan, more project licences or seats, or a switch from monthly to yearly starts right away, and you pay only the difference for the rest of the period. A lower plan, fewer licences or seats, or a switch from yearly to monthly waits until your next renewal, with nothing to pay today. Review billing change shows the amount and the date before you confirm.
See Which changes apply now and which wait.
I paid, but my plan hasn't changed. What now?
Your plan changes once the payment is confirmed. Until then, a notice above the tabs on Billing says where it stands:
- Payment received; activation is taking longer than expected replaces Confirming your subscription after you pay at checkout to move from Free to a paid plan, when the confirmation hasn't arrived yet. There's nothing to do: paid features unlock when it does. The page keeps checking for about a quarter of an hour and changes to Subscription confirmed by itself; after that, reload Billing to check.
- Complete payment to activate your upgrade means the payment for an upgrade, or for more licences or seats, hasn't completed. Your current plan stays active until it does. Click Complete payment. See If it says Complete payment to activate your upgrade.
If your plan still hasn't changed, contact us from your account's email address and include the invoice or receipt number.
Why can't I change my plan right now?
Because an earlier billing change or payment hasn't finished. Until it has, Billing shows Billing action in progress above the tabs, and Review billing change and Cancel at period end are unavailable, with a line under each that says so. Manage billing and Invoices & payment methods stay available. If you left checkout without paying, see If you leave checkout without paying. A change can also be refused with a message:
- A paid subscription change is already pending: an upgrade is waiting for its payment. Click Complete payment on Billing, or wait for the request to expire; the notice there gives the date.
- Payment recovery must finish before an upgrade or quantity increase: a payment for your plan failed. Click Update payment method. See If an upgrade is refused.
- The current subscription invoice must be paid before this change: your plan's latest invoice isn't paid. See it under Invoices & payment methods on the Overview tab, and try again once it is.
If it doesn't clear, contact us from your account's email address.
What happens to my testimonials if I downgrade or cancel?
Nothing is deleted. Your new plan's limits apply from the day the change takes effect: features it doesn't include switch off, and you can't add more than it allows, but what you already have stays. Plan limits lists each one. Projects beyond your licences become read-only, and their widgets and Walls of Love stay live for up to 30 days before going offline. To bring one back, click Reactivate on its card on the Usage tab; it needs a spare project licence. See Project is read-only. A custom domain your new plan doesn't include is disabled, and you switch it on again yourself after upgrading: see Custom domain not connecting.
See What happens when you downgrade or cancel.
What happens to my team if I downgrade, cancel or miss a payment?
Nobody is removed. Teammates can open your projects only while your workspace is on Premium and Business. Without it, your projects are gone from their Projects page, and an invitation link that hasn't expired answers This workspace's current plan no longer supports team access. Roles and pending invitations are kept, so access returns by itself when the plan does. Until then they're listed on your Team page and still count as seats: see Teammates kept from an earlier plan.
- Cancelling: your team keeps its access until the period you've paid for ends.
- A plan or seat count too small for your team: the change is refused with Remove 1 team member or pending invitation before changing to the selected plan (with your own number). See Seats.
- A failed payment: nothing changes for 7 days. After that, teammates can't open your projects until the payment goes through. See Payment failed.
How do I cancel?
On the Billing page, open Plans & capacity, scroll to Cancel subscription, choose the project to keep active on Free if you have more than one, click Cancel at period end, and confirm. There's no fee, your plan keeps working until the end of the period you've paid for, and Resume subscription undoes it until then. See Cancel your subscription.
What happens if a payment fails?
Nothing at first: a Payment recovery required notice appears on Billing, and the workspace owner clicks Update payment method. If the payment still hasn't gone through after 7 days, the workspace becomes read-only, and 30 days after the failed payment your widgets and Walls of Love stop showing. Nothing is deleted. See Payment failed.
Can I get a refund?
Cancelling stops your plan from renewing, but it doesn't normally refund the rest of a period you've already paid for. Our refund policy explains when a refund applies. To ask about a charge, contact us from your account's email address and include the invoice or receipt number.
Where do I find my invoices and receipts?
Click Manage billing or Invoices & payment methods on the Billing page's Overview tab. A secure billing page opens where you can see your invoices and update your payment method. Subscriptions and credit packs are sold through Link, so their invoices and receipts come from Link. The buttons appear once your workspace has started a purchase, and they stay after you move back to Free, so your past invoices remain within reach. See Find your invoices and update your payment method.
How do extra team seats work?
Teams come with Premium and Business: Premium includes 3 seats and Business includes 6, counting you. For more, change Team seats when you change your plan. An extra seat costs $5 a month, or $50 a year with yearly billing, and a workspace can have up to 25 seats, counting the ones your plan includes. Seats are billed with your plan every period. Adding seats applies right away. Removing them waits for your renewal, and you have to remove teammates or revoke invitations first so the team fits.
See Invite team members.
How are credit packs different from my plan?
Your plan is a subscription that renews each month or year. Credit packs are one-off purchases on the Credits tab, and they don't change your plan:
- AI credits. Premium and Business include AI credits that reset every month: 50 for each active project on Premium and 150 on Business, shared by all your projects. Credits you buy never expire and are used once the monthly ones run out. See Buy and manage AI credits.
- Invitation credits. Extra Smart Invites once a project's monthly allowance is used, on Premium and Business. Like AI credits you buy, they never expire. See Buy invitation credits.
- Rewards balance. Money you deposit to pay for gift cards, not credits. You can't withdraw it from the dashboard. See Fund rewards.
If you move to a plan without AI features or Smart Invites, their credits stay in your balance but can't be used until you upgrade again.
Can I turn off automatic analysis, or stop it using credits I bought?
Yes, one project at a time. Open the project's inbox, click Proof AI in the toolbar and switch Analyze testimonials automatically off. From then on, that project's testimonials are analyzed only when someone asks for it: with Start Analysis or Reanalyze, or with Create case study or Emphasize text on a testimonial that isn't analyzed yet or whose analysis is out of date.
While the switch is on, nothing limits the credits automatic analysis uses. Each analysis takes 1 credit: from this month's included credits first, then from credits you bought. It pauses when the project has no credits left to spend.
Setting credits aside for one project keeps your other projects from spending them, but that project's own analysis uses them first, before the included ones. See Automatic analysis uses credits on its own.
Do prices include tax or VAT?
No. Prices are shown before tax. Checkout shows the taxes and your total before you pay, and for subscriptions and credit packs, Link works out and collects the tax where it applies. The taxes are listed on your invoice or receipt.
What currency will I be charged in?
Prices are listed in US dollars. Checkout may offer a price in your local currency, and it always shows the currency you'll pay in before you confirm.
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