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

Accessing Billing Settings

Go to Settings > Billing
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:

Go to Settings > Billing
Click Change Plan
Select your new plan
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:

Go to Settings > Billing
Click Change Plan
Select the lower plan
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.

Payment & Invoices

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

Accessing the Billing Portal

Go to Settings > Billing
Click Manage Payment or Open Billing Portal
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:

You'll receive an email notification
The card will be retried automatically
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:

Go to Settings > Billing
Click Change Plan
Select Free
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:

Contact support@supportstation.io
Request account closure
Confirm your identity
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:

Go to Settings > Billing
Click Open Billing Portal
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:

Contact support@supportstation.io
Provide exemption documentation
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: 20% discount
Startups/nonprofits: Contact sales
Enterprise: Custom pricing