Managing Your Subscription

Control your Support Station subscription, payment methods, and invoices from the billing settings.

Accessing Billing Settings

1. Go to Settings > Billing
2. View your current plan and payment information

Note: Only Admins can access billing settings.

Your Current Plan

The billing page shows:

• Plan name - Free, Starter, Standard, Pro, or Enterprise
• Billing cycle - Monthly or Annual
• Next billing date - When you'll be charged next
• Current spend - Usage this billing period

Changing Your Plan

Upgrading

To upgrade to a higher plan:

1. Go to Settings > Billing
2. Click Change Plan
3. Select your new plan
4. Confirm the upgrade

What happens:

• New features available immediately
• Prorated charge for the remainder of billing period
• New plan rate starts next billing date

Downgrading

To downgrade to a lower plan:

1. Go to Settings > Billing
2. Click Change Plan
3. Select the lower plan
4. Confirm the downgrade

What happens:

• Change takes effect at end of current billing period
• Keep current features until then
• New limits apply when change takes effect

For details on upgrading or downgrading, see the plan change section above.

Free Paid Access Grants

Platform admins can grant Starter, Standard, or Pro access at no cost from Admin > Organizations > an organization > Paid access.

1. Click Grant paid tier.
2. Select the tier.
3. Click Grant access.

The system checks Stripe before it applies the grant. It cancels existing subscriptions immediately and expires open subscription checkouts. An already canceled subscription does not block the grant. If Stripe cannot stop billing, the grant fails and the page shows an error.

The grant creates no final invoice or refund. Past invoices stay available in the billing portal. AI overage billing is disabled. The granted tier stays active until a platform admin changes it.

Payment & Invoices

All payment method management, invoices, and billing information are handled through our secure billing portal powered by Stripe.

Accessing the Billing Portal

1. Go to Settings > Billing
2. Click Manage Payment or Open Billing Portal
3. You'll be securely redirected to manage your billing

In the Billing Portal You Can:

Payment Methods:

• Add a new credit or debit card
• Update your default payment method
• Remove old payment methods

Invoices:

• View all past invoices
• Download invoices as PDF
• See payment history

Billing Information:

• Update company name and address
• Add or update tax ID
• Change billing email address

Accepted payment methods:

• Credit cards (Visa, Mastercard, American Express)
• Debit cards
• Some prepaid cards

Note: You must have at least one active payment method on paid plans.

Payment Issues

Failed Payments

If a payment fails:

1. You'll receive an email notification
2. The card will be retried automatically
3. Update your payment method if needed

Multiple failures:

• After several retries, your account may be restricted
• Update payment method to restore access

Declined Cards

Common reasons cards are declined:

• Insufficient funds
• Card expired
• Bank security hold
• Incorrect details

Solutions:

• Try a different card
• Contact your bank
• Update card details

Canceling Your Subscription

Downgrade to Free

To stop paying but keep your account:

1. Go to Settings > Billing
2. Click Change Plan
3. Select Free
4. Confirm the change

What happens:

• Change takes effect at end of billing period
• Data is preserved
• Features limited to Free plan

Close Account Entirely

To completely close your account:

1. Contact support@supportstation.io
2. Request account closure
3. Confirm your identity
4. We'll process the request

What happens:

• Data may be deleted (per our retention policy)
• Can't be undone easily
• Consider downgrading to Free instead

Refunds

Refund Policy

• Annual plans: Contact support within 14 days for refund consideration
• Monthly plans: Generally no refunds for partial months
• Overages: No refunds for consumed AI credits

Requesting a Refund

Contact support@supportstation.io with:

• Your organization name
• Reason for refund request
• Invoice number (if applicable)

Tax Information

Adding Tax ID

For business accounts, add your tax ID through the billing portal:

1. Go to Settings > Billing
2. Click Open Billing Portal
3. Update your tax ID (VAT, GST, etc.) in your billing information

Tax ID appears on invoices for your records.

Tax Exemption

If your organization is tax-exempt:

1. Contact support@supportstation.io
2. Provide exemption documentation
3. We'll update your account

FAQs

When am I charged?

• Monthly: Same day each month (e.g., if you started on the 15th, you're charged on the 15th)
• Annual: Same date next year

Can I get a receipt?

Yes, download invoices from the billing portal. Go to Settings > Billing > Open Billing Portal to view and download all invoices.

What happens if I exceed my plan limits?

• Team members: Paid plans have unlimited members
• Tickets: Paid plans have unlimited tickets
• AI credits: Options for overages if enabled

Do you offer discounts?

• Annual billing: 16.7% discount
• Startups/nonprofits: Contact sales
• Enterprise: Custom pricing