Billing frequently asked questions
Answers to the billing questions we're asked most — upgrading, downgrading and stopping billing, refunds, what plans cost, where to find statements, nonprofit discounts, and who can change payment details. Billing lives on Settings → Plan & Billing, which only the account owner can see.
Where to find billing
Everything about billing is on Plan & Billing: click Settings at the bottom of the navigation menu, then Plan & Billing. Only the account owner can see it.
| To | Go to |
|---|---|
| Change, pause or cancel your plan | The Plan Overview tab. See Plan & Billing. |
| Update your card or billing contact | The Payment tab. See Payment. |
| Download a statement | The Statements tab. See Statements. |
| Understand what counts toward your limits | See Understanding campaign view and entry limits. |
FAQs
How do I upgrade my plan?
On Plan & Billing, click Change Plan and choose a plan. See Upgrading your plan.
How do I downgrade my plan?
On Plan & Billing, click Change Plan and choose a smaller plan. A plan is greyed out if you're using more than it allows. See Downgrading, pausing or cancelling your subscription, and deleting your account.
How do I stop paying?
Cancel your subscription. Billing stops at the end of your billing period and your account moves to the Free plan, keeping your data. On a monthly plan, you can pause for 1 to 3 months instead. See Downgrading, pausing or cancelling your subscription, and deleting your account.
Can I get a refund?
Payments are generally non-refundable, and there are no refunds for partly used billing periods. If you think you were charged in error, email support@shortstack.com with your account details, the charge, and why you think it's wrong:
- Paying by card: within 30 days of the charge. Refunds can only go back to payments from the last 90 days. A valid dispute about an older charge gets a credit toward future billing instead.
- Paying by invoice: within 60 days of receiving the invoice. A valid dispute gets a credit toward future billing, not a refund.
The full policy is in our Terms and Conditions.
How much does ShortStack cost?
Paid plans are Launch, Build, Scale and Max, monthly or annually, and Enterprise is priced per contract. Annual plans cost less per month than paying monthly. See Pricing for current prices.
What's on my statement?
Your plan charge and any overage charges for campaign views or stored entries. Grandfathered plans can also show extra team member seats. No hidden fees are added. See Statements.
Where do I download a statement or invoice?
On the Statements tab of Plan & Billing, click a statement's date. See Statements.
Do you offer a nonprofit discount?
Yes. Verified nonprofit organizations get 50% off plans. Email support@shortstack.com to apply.
Why can't I update my payment details?
Only the account owner can, and team members, including Admins, can't see Plan & Billing. If you own the account, click your name at the top right, choose Switch Team, and pick your own account. See Payment.
What happens if my payment fails?
We keep trying your card for 21 days, and your account and campaigns keep working. If payment still isn't collected, your plan is cancelled and your account moves to the Free plan. See If a payment fails.
Related resources
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