Articles on: FAQs

Billing FAQs

Billing FAQs


Common questions about subscriptions, payments, and billing.


Subscription Plans


What plans are available?


Plans vary but typically include:

  • Free: Limited features (1 module, 1 user)
  • Starter: Basic features
  • Business: Full features (trial plan)
  • Enterprise: Advanced features


Check your account or contact sales for current plans.


What's included in each plan?


Plan features include:

  • Number of modules
  • Number of users
  • Storage limits
  • Support level
  • Advanced features


See plan comparison or contact sales for details.


Can I change plans?


Yes, you can upgrade or downgrade:

  1. Go to Settings → Billing
  2. Click "Change Plan"
  3. Select new plan
  4. Confirm changes
  5. Payment processed immediately


What happens when I downgrade?


  • Immediate Effect: Changes apply immediately
  • Module Access: Modules not in plan are deactivated
  • Data Preserved: Your data remains but may not be accessible
  • User Limits: Users beyond limit may lose access


Trial Period


How long is the trial?


Typically 14 days with full Business plan features.


What happens after trial?


You're automatically moved to Free plan unless you upgrade:

  • Limited to 1 module
  • Limited to 1 user
  • Basic features only


Can I extend my trial?


Trial extensions may be available. Contact support to request extension.


Do I need a credit card for trial?


Credit card requirements vary. Check signup process for current requirements.


Payments


How do I pay?


Payments are processed via Stripe:

  • Credit cards accepted
  • Secure payment processing
  • Automatic billing


When am I charged?


  • Upgrade: Charged immediately
  • Renewal: Charged on billing date
  • Add-ons: Charged when purchased


Can I pay annually?


Annual payment options may be available. Check plan details or contact sales.


What payment methods are accepted?


  • Credit Cards: Visa, Mastercard, American Express, Discover
  • Other Methods: Check current options


Is payment secure?


Yes, payments processed via Stripe (PCI-compliant). SWELL doesn't store card numbers.


Billing & Invoices


Where can I view my invoices?


  1. Go to Settings → Billing
  2. Click "Billing History" or "Invoices"
  3. View past invoices
  4. Download PDF invoices


Can I get a receipt?


Yes, receipts are automatically sent via email after payment. You can also download from billing history.


How do I update my payment method?


  1. Go to Settings → Billing
  2. Click "Payment Method" or "Update Card"
  3. Enter new card details
  4. Save


What if my payment fails?


  • Notification: You'll receive email notification
  • Retry: System may retry automatically
  • Update Card: Update payment method
  • Contact Support: If issue persists


Cancellation & Refunds


How do I cancel my subscription?


  1. Go to Settings → Billing
  2. Click "Cancel Subscription"
  3. Confirm cancellation
  4. Subscription ends at billing period end


Can I get a refund?


Refund policies vary. Contact support for refund requests. Typically:

  • Trial: No charge, no refund needed
  • Monthly: Prorated refunds may be available
  • Annual: Prorated refunds may be available


What happens when I cancel?


  • Access Continues: Access until end of billing period
  • Data Retained: Data kept for retention period
  • Export Available: Export your data
  • No New Charges: No further charges


Can I reactivate after cancelling?


Yes, you can reactivate:

  1. Go to Settings → Billing
  2. Click "Reactivate" or "Resubscribe"
  3. Select plan
  4. Enter payment
  5. Access restored


Add-ons & Upgrades


What are add-ons?


Add-ons are additional features:

  • Module Add-ons: Additional modules beyond plan
  • User Add-ons: Additional users beyond plan limit


How do I purchase add-ons?


  1. Go to Settings → Billing → Add-ons
  2. Select add-on type
  3. Choose quantity
  4. Complete purchase
  5. Add-on activated immediately


Can I remove add-ons?


Yes, you can remove add-ons:

  1. Go to Settings → Billing
  2. Find add-on
  3. Click "Remove" or "Cancel"
  4. Add-on removed at end of billing period


Billing Issues


I was charged twice


Solutions:

  1. Check Billing History: Verify both charges
  2. Check Dates: May be different billing periods
  3. Contact Support: If duplicate charge, contact support
  4. Provide Details: Share transaction IDs


My card was declined


Solutions:

  1. Check Card: Verify card is valid and not expired
  2. Check Funds: Ensure sufficient funds
  3. Update Card: Try different payment method
  4. Contact Bank: Bank may be blocking transaction
  5. Contact Support: If issue persists


I need to change my billing address


  1. Go to Settings → Billing
  2. Find "Billing Address" section
  3. Update address
  4. Save


How do I update my tax information?


  1. Go to Settings → Billing
  2. Find tax information section
  3. Update tax details
  4. Save


Still Have Questions?


  • Contact Support: Use in-app chat or email
  • Check Plan Details: Review your current plan
  • View Billing History: Check past invoices


Updated on: 13/03/2026

Was this article helpful?

Share your feedback

Cancel

Thank you!