Your card and your invoices are on the Billing screen, which belongs to the workspace rather than to you personally. Only the workspace Owner can change anything there.
Before you start
Only the Owner can manage the subscription. An Admin can view billing but cannot change the plan, update the card, or cancel. If the person holding the card is not the Owner, the Owner has to make the change. See Roles and permissions.
Open it from the user menu, then Billing.
What is on the screen
| Section | Shows |
|---|---|
| Billing Details | the current plan and its status |
| Payment Method | the card on file, with Update Card Details (or Add Payment Method if there is none) |
| Invoice History | invoices, each with Pay this invoice, View Invoice and Download PDF |
| Payments | individual charges, including any that were refunded |
Payments and Invoice History are easy to confuse. Invoices are what you were billed; payments are the charges against them, which is where a refund shows up.
Update your card
Change the card in Payment Method, using Update Card Details. The new card is used for the next renewal and for any charge after that.
Do this before a renewal rather than after a failed one. A failed charge starts a retry sequence, and updating the card is what lets the next attempt succeed.
Invoices
Invoice History lists your invoices with their status. Each row offers View Invoice and Download PDF, and an unpaid one offers Pay this invoice, which opens the hosted payment page for it. Each one is issued by Stripe, so it carries the tax and company details Stripe holds for your account.
If an invoice needs a VAT number, company name, or address on it, those come from your billing details, and they have to be right before the invoice is issued. Stripe does not retrospectively rewrite an issued invoice, so an invoice with the wrong company name has to be handled by support rather than by editing a field. Email [email protected].
Billing period
Billing is monthly or yearly, and you choose which under Billing Period on the Manage Subscription screen. Paying yearly costs two months less than twelve monthly payments. The cycle you choose sets the renewal date, and it is charged on the same date each cycle. See Upgrade or downgrade your plan.
A failed payment
Your translated pages keep serving, and nothing is deleted because a payment failed. If it goes unresolved long enough the subscription lapses and new translations stop, but existing translations remain.
Two things to do, in this order:
- Pay the open invoice. A workspace with an unpaid invoice shows a Payment Required banner with a Complete Payment button carrying the amount. The same invoice also offers Pay this invoice on its row in Invoice History.
- Update the card if it was declined, so the next renewal does not fail the same way.
Universally also retries the charge on its own, and updating the card clears the failed state so the next attempt starts clean.
Cancelling
Cancelling stops future charges and is covered in Cancel your subscription. It does not delete your translations.
Automatic plan upgrades
Running out of words can charge the card on file for the next plan up rather than stopping translation. It happens at most once in any 30 days, the charge appears in Invoice History like any other, and you get an email confirming the new plan.
This is why the card matters even between renewals: an upgrade charge needs a valid card, and without one the upgrade cannot complete and translation of new content stops instead. A declined upgrade is retried over the following two weeks if the decline was temporary, or emails you to update the card if the card itself is the problem.
To switch automatic upgrades off for your account, email [email protected]. See Usage limits.