Paying for ContactRoll, and what happens when a payment fails

Your organization pays ContactRoll one price per member, by the month or by the year, or nothing on the Free plan. The Owner and the Administrators manage billing on the Billing page, at https://app.contactroll.com/settings/billing. Other members see the banner at the top of the page, which tells them who can manage billing.

What the Billing page shows

• Your plan and where your organization stands: in its trial, on Free, paid up, payment failed, or read-only.
• On Free, how much of each of Free's limits your organization uses.
• During the trial, how many days are left and the day it ends.
• How many members your organization has, and how many seats are billed.
• Whether you pay yearly or monthly.
• The next invoice: its amount and its date.
• The founding price, if your organization has it, and when the discount ends.

Choosing a plan and paying

• Open the Billing page.
• Under Choose a plan, pick Standard or Plus, and Yearly or Monthly. The page shows the price per member and the total for your current members.
• Press Continue to payment. Our payment processor's secure checkout page opens, where you enter your card.
• When the payment goes through, you come back to ContactRoll and the Billing page shows your plan.

If you choose a plan during your trial, the first charge is made when the trial ends, as long as that is more than two days away. From Free there is no second trial, so the first charge is made at once.

Choosing Free

The Owner or an Administrator can choose Free on the Billing page during the trial, or while the organization is read-only, as long as it has 3 members or fewer, counting invitations that are still open. A paid plan is canceled first, and then becomes Free when its paid period ends. See "The Free plan".

Seats follow your members

Each member of your organization is one seat. When you invite someone and they join, or when you remove a member, ContactRoll updates your subscription within a minute or so. A member added is charged straight away for the rest of the period. A member removed counts from your next renewal: nothing is credited for the rest of the period already paid.

Your card, invoices and plan

Once you have a subscription, the Billing page shows Manage card and invoices. It opens our payment processor's billing page, where you can:

• change the card, the billing address or the tax ID;
• read and download your invoices;
• cancel. A cancellation takes effect at the end of the period you've already paid for, and the Billing page shows the day it stops. If your organization has 3 members or fewer then, it moves to Free; otherwise it becomes read-only.

To move between Standard and Plus, or between yearly and monthly, use Change plan on the Billing page itself. A move to a higher price is charged for the rest of the period straight away; a move to a lower price leaves the difference as a credit on later invoices. A founding price stays with you.

Refunds

ContactRoll gives no refunds for any billing period, in whole or in part, including when you cancel or close your account. When you cancel, you keep your plan until the end of the period you have paid for, and a seat you remove counts from your next renewal, with no credit for the rest of the period already paid.

The one exception: if ContactRoll stops being offered altogether, your Owners get at least 30 days' notice by email, export stays open during that time, and any fees paid for time after the service ends are refunded. See https://contactroll.com/billing/.

Closing your organization's account cancels a paid plan at once, with no refund for the rest of the period. If our payment processor can't be reached just then, nothing is closed and the Team page says so. See "Close your account".

When a payment fails

If a payment fails, your organization is marked past due:

• Everything keeps working.
• A banner on every page says the last payment failed and that it is being tried again.
• The Owner and the Administrators get an email.

The Owner and the Administrators see which try failed on the banner, such as "Payment failed, attempt 2 of 8", with Update card, which opens our payment processor's page for the card. The new card is used for the next try. You can also open the Billing page, press Manage card and invoices, and update the card there. When a payment goes through, the banner goes away and ContactRoll emails to say payment is working again.

Read-only

Your organization becomes read-only when:

• the trial ends, no plan was chosen, and it has more than 3 members; or
• payments keep failing and our payment processor stops trying; or
• the subscription is canceled, its paid period ends, and it has more than 3 members; or
• it is on Free and nobody has used it for 90 days.

While it is read-only:

• Everyone can read everything, and the Owner and the Administrators can still use Download everything on the Team page.
• Email to your support address still arrives and opens cases, so nothing your customers send is lost.
• Changes, sending mail and taking calls are paused. Callers hear a short message asking them to try again later or to send an email.
• Flows are paused.
• A banner on every page says the organization is read-only, the day it closes, and who can bring it back.
• The Owner and the Administrators can still remove members and cancel invitations, so you can pay for only the seats you want to keep.

Getting out of read-only

• The Owner or an Administrator opens the Billing page.
• If you'd like fewer seats, remove members on the Team page first.
• Choose a plan, or update the card, and pay. With 3 members or fewer, you can choose Free instead.
• After a trial that ended with more than 3 members, the Owner can press Choose who stays instead: up to 3 members stay, the organization moves to Free at once, and the others' seats are paused, not deleted.

As soon as the payment goes through, everything works again and everyone can carry on where they left off. An organization on Free that was read-only because nobody used it works again as soon as a member opens ContactRoll.

An organization on a paid plan that stays read-only for 30 days is closed, and is then deleted on the schedule in "Close your account". The Owner can reopen a closed organization during its grace period; it is read-only again for another 30 days, so there is time to pay.

The emails ContactRoll sends about billing

The Owner and the Administrators get an email:

• three days before the trial ends;
• when the trial has ended;
• when a payment fails;
• when the organization becomes read-only;
• when payment is working again;
• when your organization moves to Free;
• on Free, after 75 days nobody has used it, and when it becomes read-only at 90.

These emails reach you even while your organization is read-only.