Billing FAQ & Upgrades

Billing Questions

When am I billed?

First Bill: When you enter a payment method

• If upgrading from Free: Billed immediately for the new plan
• Prorated based on remaining days in current cycle
• Receipt sent to billing email

Recurring Charges:

• Monthly plans: Every 30 days from billing date
• Annual plans: Every 365 days from subscription date
• Automatic renewal unless cancelled

How do I update my payment method?

1. Go to Settings → Billing
2. Click Payment Method
3. Update card information
4. Click Save

Changes take effect on next billing cycle.

Can I change my billing email?

Yes:

1. Go to Settings → Billing
2. Click Billing Email
3. Enter new email address
4. Verify email address
5. Click Confirm

Receipts and invoices sent to new email.

Do you offer invoices?

Yes:

1. Go to Settings → Billing
2. Click Invoices
3. View all invoices and receipts
4. Download as PDF
5. Print for your records

Invoices available for all paid plans.

Upgrades

How do I upgrade my plan?

1. Go to Settings → Billing
2. Click Change Plan
3. Select new plan
4. Review pricing and features
5. Click Upgrade
6. Enter/confirm payment method
7. Upgrade takes effect immediately

Prorating During Upgrades

When you upgrade mid-cycle, you're charged the difference:

Example:

Current: Starter ($19/month) - 15 days used
New: Professional ($79/month)

Prorated charge: ($79 - $19) ÷ 30 days × remaining 15 days
= $60 ÷ 30 × 15 = $30 (charged immediately)

Next billing cycle: Full $79/month

Prorated credit if downgrading.

Annual Billing

Save 20% with annual billing:

How to Enable:

1. Click Change Billing Period
2. Select Annual
3. Pay upfront for full year
4. Automatic renewal after 12 months

Calculating Savings:

• Monthly Starter: $19 × 12 = $228
• Annual Starter: $182.40 (saves $45.60)
• Monthly Professional: $79 × 12 = $948
• Annual Professional: $758.40 (saves $189.60)

Switch to annual at any time. Unused monthly time credited.

Downgrades

How do I downgrade my plan?

1. Go to Settings → Billing
2. Click Change Plan
3. Select lower-tier plan
4. Review warning about feature loss
5. Click Downgrade
6. Confirm downgrade

Important: Downgrading removes access to high-tier features:

• Extra monitors removed
• Status pages removed
• Notification channels removed
• API access revoked

Downgrade takes effect at end of current billing cycle.

What happens to my data?

When downgrading:

• Monitors in excess of limit are paused
• Status pages kept but not displayed
• All historical data retained
• Can upgrade to re-enable

Example: Downgrading from 50 to 10 monitors

• First 10 monitors stay active
• Monitors 11-50 paused
• Data preserved for all
• Upgrade to re-activate them

Usage & Costs

How are additional seats charged?

Additional team member seats: $10/seat/month

Example:

• Professional plan: 25 included seats ($79/month)
• Add 5 more seats: +$50/month
• Total: $129/month

Billed with main plan invoice. Cancel seats anytime.

How are API calls charged?

API limits included in plan:

• Professional: 5,000 requests/hour
• Business: 50,000 requests/hour
• Enterprise: Unlimited

Overage Charges: $0.01 per 100 extra requests

• Only charged if you exceed limit
• Prorated hourly
• Usage shown in dashboard

Monitoring Usage:

1. Go to Settings → API
2. View current hour usage
3. View daily totals
4. View monthly totals

Monitor Usage Billing

Monitors are based on what you've created:

Example:

• Professional plan: Up to 50 monitors
• Create 45 monitors: $79/month
• Create 51st monitor: Violates plan limit

Solution: Upgrade to Business (150 monitors) or delete unused monitors.

No overage charges for monitors - you just can't create more than your limit allows.

Failed Payments

What if my payment fails?

Notification:

• Email sent about failed payment
• 7-day retry grace period
• Service continues during grace period

Retry Process:

1. StatusApp attempts payment daily for 7 days
2. Updated payment method triggers immediate retry
3. Successful payment ends grace period
4. Receipt sent when payment succeeds

Grace Period Behavior

During 7-day grace period:

• Full access to StatusApp
• Monitors continue running
• Notifications still send
• All features work normally

After 7 days (if still unpaid):

• Account suspended
• Monitors stop checking
• No alerts sent
• Data retained for 30 days

How do I update payment if it fails?

1. Go to Settings → Billing
2. Click Payment Method
3. Update card information
4. Click Save
5. Payment retried immediately

If retry succeeds, service immediately restored and grace period ends.

Cancellation

How do I cancel my subscription?

1. Go to Settings → Billing
2. Click Cancel Subscription
3. Select reason (optional)
4. Confirm cancellation
5. Done

Effective Date:

• Immediate cancellation for monthly plans (no refund)
• End of annual cycle for annual plans (no partial refund)

What happens after cancellation?

Immediately:

• Billing stops
• Monitoring pauses
• Notifications stop

After 30 days:

• All data deleted
• Monitors removed
• Status pages removed

Can I reactivate after cancellation?

Yes:

1. Go to Settings → Billing
2. Click Reactivate
3. Confirm reactivation
4. Resume monitoring at same plan level

Data may be partially recovered if within 30-day window. Otherwise, you'll need to recreate monitors.

Tax & Compliance

Do you collect sales tax?

Yes, where applicable:

US Sales Tax:

• Collected for US customers
• Based on shipping address
• Varies by state (0-10%)

VAT/GST (International):

• Collected for EU, Canada, Australia, etc.
• Based on customer location
• Varies by country

Tax-Exempt Organizations:

• Exempt certificate may apply
• Contact sales@statusapp.io
• Provide proof of exempt status

Do you offer refunds?

Monthly Plans: No refunds

• Service continues through end of month
• Cancel anytime for next billing date

Annual Plans: Pro-rated refund for early cancellation

• Refund = amount × (unused days / 365)
• Processed within 5-7 business days
• Contact support@statusapp.io to request

Can I get an invoice for accounting?

Yes, all invoices available:

1. Go to Settings → Billing → Invoices
2. View all invoices
3. Download as PDF
4. Print for records

Invoices show:

• Itemized charges
• Tax amounts
• Payment method
• Invoice number and date

Common Issues

I'm charged but can't access my plan features

Check your plan:

1. Go to Settings → Billing
2. Click Current Plan
3. Verify shows correct plan

Troubleshoot:

• Hard refresh your browser
• Log out and log back in
• Clear browser cache
• Try different browser

Contact support if issue persists.

I'm seeing charges I don't recognize

Review recent charges:

1. Go to Settings → Billing → Invoices
2. Review all recent invoices
3. Check charge dates and amounts

Possible explanations:

• Additional seats added
• Plan upgrade
• Overage charges
• Refund processed (appears as negative charge)

Dispute a charge:

• Contact support@statusapp.io within 30 days
• Include invoice number
• Explain the issue
• We'll review and resolve

How do I get a receipt?

Manual download:

1. Go to Settings → Billing → Invoices
2. Find the invoice/receipt
3. Click Download
4. Save PDF

Email receipt:

• Sent to billing email automatically
• Check spam folder if not received
• Contact support to resend

Getting Help

For billing questions or issues:

• Email: billing@statusapp.io
• In-app chat: Available in dashboard (Business+ plans)
• Community: community.statusapp.io
• Business support: support@statusapp.io

Next Steps

• Billing Plans - Compare plans and features
• Getting Started - Start monitoring
• Team Management - Add team members