I was charged and didn't expect it

Find the charge

Open Settings › Billing. The Billing card shows Current plan, Price and Renews on (or Trial ends or Cancels on). Manage billing opens your Stripe billing portal, which lists every invoice and receipt with the exact date and amount; invoices are not shown inside StoryTribe itself.

The five causes

• Renewal. Monthly and yearly plans renew on the date shown as Renews on until you cancel. A yearly plan renews for a full year at once.
• A trial ending. If we gave you a promotional trial, it took a card up front and becomes a paid plan on the date shown as Trial ends in Billing, unless you cancel before then.
• A workspace seat. In a Studio workspace, adding a seat in Manage seats, or inviting someone as an editor when no seat is free (Add seat & invite), is charged straight away, prorated to the end of your billing period. Removing a member does not remove the seat; reduce seats in Manage seats, and the unused time becomes a credit on your next invoice rather than a refund.
• A credit top-up. Get more credits sells one-off packs (US$30 for 3,500 credits on Pro, up to 10 packs at a time) to paid plans only; the charge appears once, on the day.
• A plan change. Moving from Pro to Studio charges the Studio price to your card on file. Your unused Pro time is credited to future invoices, so it appears after the upgrade rather than straight away. Switching monthly to yearly charges the yearly price at the switch.

What to do

1. To stop future charges, use Cancel subscription in Billing. Your plan stays active until the end of the period you have paid for, then drops to Free.
2. If the card was declined instead, you will see Your last payment failed on the dashboard with an Update payment button.
3. If you think a charge is wrong, write to [email protected] from the account's email with the date and amount. Refunds follow the refund policy article.