Your plan and billing
How your plan works, what happens if an invoice goes unpaid, and how to cancel.
Go to Account and billing in settings to see your plan, your usage this period, your next bill, and every invoice we have sent you.
Your trial
When you sign up we email you a welcome with the date your trial ends and the first three things to do. Billing events send two kinds of email: the invoice or receipt itself, and a short personal note about what changed for you.
New accounts start with a 14 day free trial with everything in Scale switched on. You do not need a card. We email you a week before it ends, then again three days and one day before.
You can pick a plan at any point during the trial. Nothing is lost when you do: your data, settings and test history all carry over.
If the trial ends without you choosing a plan, you can still sign in, read everything and export your data. You will not be able to make changes until you pick a plan.
Choosing a plan
Click Choose a plan in the trial banner at the top of any page, or go to your Account and billing page. The page shows what you have set up so far, recommends a plan, and says why.
Picking a plan does not commit you to anything. Nothing is created and nothing is charged until you have entered a card and confirmed. If you change your mind, go back or close the tab: your trial carries on exactly as it was, and there is no invoice waiting for you.
You can come back to a half-finished upgrade for a day and pick up where you left off. After that it simply lapses, and starting again costs nothing.
Keeping the rest of your trial
Paying early does not cost you the days you have left.
By default we save your card and take the first payment on the day your trial was always going to end. The page tells you that date before you confirm, and your account shows it afterwards, so the charge is never a surprise. Until then you owe nothing. We also email you a confirmation straight away: the card we saved, that nothing has been charged, and the date and amount of the first charge.
If you would rather start straight away, choose Start now. We charge your card the moment it is confirmed. If the charge is declined, nothing is created, your trial carries on, and you can try another card. Your billing period then runs from that day instead. When the charge goes through we email you a welcome that names the charge and the card; the invoice is on your billing page.
Changing your mind before the plan starts
Until your trial ends, your Account and billing page shows the plan you chose, the date of the first charge and the card it will land on, with a Cancel scheduled upgrade button. One click puts you back on your trial exactly as it was: nothing is charged, and your card stays saved. Want a different plan instead? Cancel, then choose again.
You can go live, and start charging your own customers for real, as soon as you have chosen a plan and saved a card. There is no need to wait for the trial to end.
Paying your invoices
Once your plan starts we send an invoice and charge the card you saved automatically, on the day. That holds for the first invoice and for every renewal after it. You can also pay online from the link in the email, or from the invoice list on your Account and billing page.
After that we invoice you once a month (once a year on a yearly plan) for your plan, plus any volume above your included band.
If an invoice goes unpaid
We would always rather sort this out than switch anything off, so nothing happens quietly. Here is the full sequence:
| When | What happens |
|---|---|
| 3 days after the due date | We email you a reminder |
| 7 days | Your account is limited, and we email you |
| 21 days | We email a final notice |
| 30 days | Your account is paused: you can still sign in to export your data and pay, but not use the app |
| 60 days | Your account is closed and we stop billing you |
If a charge to your saved card fails, we retry it over the following days and email you if the card needs replacing. The table above only starts once an invoice is actually overdue.
If your account is closed, nothing is deleted and we keep your data for 12 months. Get in touch and we can reopen it.
Limited means you can still sign in, read everything and export your data. What pauses is making changes. Crucially, your own customers are never affected: your checkout pages, hosted invoices and customer portal keep working, and payments from your customers keep coming in as normal.
The moment your invoice is paid, everything comes back. There is no waiting period and nothing to ask us for. That holds right up to the point the account closes at 60 days: after that the balance can still be paid, but reopening the account is something we do together, so get in touch.
If you need more time, or something on the invoice looks wrong, reply to any of those emails. We would rather hear from you.
Changing your plan
Go to Account and billing and choose Change plan.
Moving up takes effect straight away. The confirmation page shows the prorated difference for the rest of the current period and the card it will be charged to; the charge happens the moment you confirm, and we email you what changed. If the card is declined, nothing changes: you stay on your plan, nothing is invoiced, and the page tells you; Update card on your billing page opens the page to replace it. Without a card on file we invoice the difference and take you to the invoice to pay it.
Moving down takes effect at your next renewal, so you keep the plan you have
paid for until then. Before you confirm, the page shows what you have billed
this term against the smaller plan's included volume and what the rest would
cost in overage, so you can see whether the change saves anything at all.
We email you the date it lands, and your billing page
shows the scheduled change with a Keep
If you pay yearly, the prices you see are yearly ones, and changing plan keeps you on yearly billing. The confirmation page states the new price before you commit.
You cannot change plan while your account is limited. Settle the invoice first and the option comes back.
The terms you agree to
When you create your account you tick a box agreeing to the Terms of Service and the Refunds and Cancellation policy. Choosing a paid plan or changing plans restates that agreement. We keep a record of each agreement, with its date and the version of the documents you saw, so both sides always know what was agreed and when.
Cancelling
Go to Account and billing and choose Cancel my plan.
Your plan runs until the end of the period you have already paid for. Nothing changes before that date, and we do not charge you again. We do not refund the current period, and you keep it in full.
You can undo a cancellation at any time before it takes effect, in one click.
If the plan is the problem rather than the product, the cancel page offers the smaller plan instead: your data and your customers' billing carry on exactly as they are.
Cancelling still works while your account is limited over an unpaid invoice. Wanting to leave never requires paying first, though anything already owed stays owed.
After your plan ends you can still sign in, read everything and export your data for 30 days.
Getting your data out
Export is always available, in every state described on this page, including after you cancel. Your data is yours.