Managing your subscription and active users

See your plan, what you are billed for and why, change plan or add-ons, update payment details, and keep the active user count accurate.

Before you begin

• A role with settings.billing.manage to change anything (others can view).

Read your bill

1. Go to Settings → Plan and billing.
2. Read the tiles: Plan, Active staff users this period, Next invoice (estimate) and SMS this month.
3. The plan card shows users × price, any minimum number of users, and add-ons.
4. Open Active staff users by role to see who counts. Staff are billed when they signed in or were rostered this period; invited users aren’t billed until they sign in. Participants, families and external users are free.

Change plan or add-ons

1. Select Change plan on the plan card (or Choose a plan if you are on a trial).
2. Compare plans and select Switch to a plan, or Talk to us for plans sold by our team.
3. Under Add-ons, select Add to add one, Remove to remove one, or Notify me for add-ons that are coming soon.
4. Recurring changes are prorated on your next invoice.

Update billing details and payment method

1. On the Billing details card, select the pencil icon.
2. Update the Billing email, ABN and Also send invoices to (up to five addresses), then select Save.
3. Select Update payment method (or Payment method at the top) to change your card in Stripe’s secure page.
4. Download past bills from CompanionAxis invoices.

Reduce active users

1. Go to Settings → Users and roles.
2. Filter Status to Active and sort by Last active.
3. Deactivate people who have left. See Creating and managing user accounts.
4. Revoke invitations that won’t be accepted on the Invitations tab.

Cancel, or keep, your subscription

1. Select Cancel subscription and read the dialog. You keep access to the end of the paid period, then can export data for 90 days.
2. Select Cancel subscription again and confirm it’s you.
3. Changed your mind before the end date? Select Keep my subscription.

Tips

• Usage this period shows SMS segments, file storage and external users against your plan’s limits.
• If a payment fails, a banner warns you; the account goes on hold 14 days later. Records stay readable while on hold.
• Your data stays exportable at any time. See Record retention and exporting your data.

If something goes wrong

The page says online billing isn’t set up

Your invoices and payment details are managed by your account manager. Contact them for changes.

An add-on button is disabled with “Choose a plan first”

Choose a plan before adding recurring add-ons.

The bill shows more users than expected

Anyone who signed in or was rostered this period counts. Check Active staff users by role and deactivate leavers.

“Your account is on hold”

Update the payment method (or choose a plan) to restore full access.