Every invoice for your plan, add-ons and letter credit top-ups is charged to one card, and made out to the name and address in your billing details. You'll find all three in Settings → Plan and payment.
Change your card
Click your initial at the top right, choose Settings, then Plan and payment.
Click Payment method in the side menu.
Click Change card, or Add a card if there isn't one.
Type in the new card's details.
Click Save card.
Your next invoice goes on the new card. If your bank asks you to confirm the card, it does so right there on the page.
Set your billing details
Billing details are what we print on every invoice.
Click Billing details in the side menu.
Fill in Name on invoices, Invoices sent to and your address.
If you're VAT registered, add your VAT number.
Click Save billing details.
Download an invoice
Click Invoices in the side menu.
Click PDF next to the invoice.
Each invoice shows its date, number, total and status: Paid, Due, Void or Written off.
Where can I find my receipts?
Look under Invoices. An invoice marked Paid is your record of payment, and you can download it as a PDF the same way.
Pay an invoice that's due
Click Invoices. Anything due is at the top.
Click Pay and the amount. With no card on file, click Add a card to pay instead: the invoice is paid as the card is saved.
If your bank asks you to confirm the payment, it opens over the page.
Why did my payment fail?
Your card was declined, or your bank wanted you to confirm the payment. Billing members get an email and a notification, and everyone on your teams sees Your last payment failed. at the top of the page.
To put it right, a billing member can:
click Pay the open invoice, then Pay on the invoice, or
change the card under Payment method. We take the open invoice from the new card as it's saved.
Someone who isn't a billing member sees "Ask whoever manages your billing to pay the open invoice."
What stops while a payment has failed?
While we're still trying your card, your team keeps working, but parts of your plan pause until it's paid, such as letter sending. The email tells you when we'll try the card again. Once we stop trying, your plan is on hold and your team's workspace won't open. It comes back as soon as the invoice is paid, and nothing's deleted. To pay it, a billing member chooses Billing from the menu under their initial, then Invoices.
Why does it say "Awaiting payment"?
The first payment for your plan hasn't gone through yet.
Why does my bank keep asking me to confirm?
Some banks want you to confirm a payment yourself. Pay the open invoice from Invoices, and your bank asks you to confirm it there. If you don't confirm it, nothing's taken and the invoice stays due.