Billing and plans

SupportPage uses Stripe for payments. Your subscription determines whether support pages stay published, how many pages you can run, and which features are available on your account.

How billing works

1. Choose a plan during sign-up, at the end of onboarding, or from Account → Invoices and subscription.
2. Enter payment details in Stripe Checkout or the customer billing portal.
3. Stripe charges on a recurring cycle (monthly or annual, depending on the plan you select).
4. Invoices and receipts are available in the billing portal and emailed by Stripe.

SupportPage does not store full card numbers. Payment method updates happen through Stripe's secure portal.

Trials

When creating a new account, you are given a 14-day free trial:

• You get full feature access for the trial period shown at sign-up.
• A payment method may be required before the trial ends to avoid interruption.
• When the trial expires without a valid subscription, lapse behavior applies.

Managing your subscription

From Invoices and subscription you can:

• View current plan and renewal date
• Open the Stripe billing portal to update payment method
• Download invoices and receipts
• Upgrade, downgrade, or cancel (depending on what Stripe exposes for your account)

Plan changes usually take effect immediately or at the next billing period, depending on the change type and Stripe proration rules.

When a subscription lapses

If your subscription ends — because of cancellation, failed payment, or expired trial without conversion — SupportPage applies lapse behavior to protect your data while limiting live service:

Customer-facing impact

• Published support pages may go offline or show an inactive state. New customer submissions are typically blocked.
• Existing magic status links may continue to work for a grace period so customers can read past threads, but behavior can vary — treat lapse as "do not rely on the public form."

Operator-facing impact

• You can usually log in and view historical requests for a period.
• Settings remain saved — branding, fields, and domain configuration are not deleted immediately.
• Publishing is disabled until billing is restored.

Restoring service

1. Open Invoices and subscription.
2. Update your payment method in the Stripe portal if needed.
3. Resubscribe or confirm the plan is active again.
4. Visit Publishing and confirm each support page is published.

Restoration is usually automatic within minutes of successful payment, but DNS or CDN caching for custom domains can add a short delay.

Failed payments

Stripe attempts to charge your default payment method on the renewal date. If the charge fails:

• You receive email from Stripe about the failed payment.
• SupportPage may show a billing banner in the dashboard.
• After retries are exhausted, the subscription moves to canceled or past due and lapse behavior begins.

Update your card in the billing portal as soon as you see a failure notice.

Cancellations

When you cancel:

• Access continues until the end of the current paid period unless otherwise stated at cancellation time.
• At period end, lapse behavior applies.
• Your account and request history are retained according to SupportPage's data retention policy — export anything you need before canceling if retention limits matter to your compliance requirements.

Taxes and invoices

Stripe calculates tax where applicable based on your billing address. Invoices list line items, tax, and payment status. Use the billing portal for VAT IDs or billing address corrections that affect tax.

Related topics

• Invoices and subscription — manage billing in the app
• Publishing — control whether pages accept traffic
• FAQ — inactive page — troubleshooting lapse states