Payment and billing problems

Find what you see below and follow its steps. Buying, changing and cancelling are done by the workspace's owner in Settings › Billing; a workspace that came from the Shopify App Store pays through Shopify, at the end of this page.

PayingCopy Anchor Link

The payment page doesn't openCopy Anchor Link

• Stripe could not be reached. Try again in a moment. Nothing was charged. Wait a minute and press Buy again.
• Payments open soon: buying isn't open yet; the workspace uses its trial credits meanwhile.
• The workspace owner makes purchases.: ask an owner to buy, or to make you an owner in Settings › Team.
• Go to the payment page is off: tick every box in the window.

You paid, but nothing changedCopy Anchor Link

1. Wait until the page says Payment received: your plan is on. or Payment received: your credits are loaded. If it says Your payment is being processed; it shows here within a few minutes., give it those minutes.
2. Reload Settings › Billing. The plan shows on Plan and use and the credits under Credit activity.
3. Still nothing after an hour? Write to [email protected] with Link's receipt.

If the page says Your payment went through, but your subscription changed in the meantime, so it could not be applied. We will refund the payment., a plan change or an extra account was paid for after the subscription had changed. Nothing was added and SemPost refunds that payment.

A charge you don't recogniseCopy Anchor Link

On the web, Link sells SemPost, so your card statement shows LINK.COM* SEMPOST.

1. Look for Link's receipt in your email: it names what was bought, such as SemPost Growth plan.
2. An owner or admin opens Settings › Audit log and filters Area by Plan and credits: Bought a plan, Bought a credit pack or Extra social account added shows who bought what, and when.
3. If you still don't know the charge, write to [email protected], or ask Link's support from link.com.

Finding an invoiceCopy Anchor Link

1. In Settings › Billing, press Manage subscription. Stripe's page lists your invoices to download.
2. Or open your Link account at link.com: it lists your orders and receipts.

RenewalsCopy Anchor Link

An email says your plan renews soonCopy Anchor Link

Your SemPost plan renews on … comes 30 days before a yearly plan renews. To keep the plan, do nothing. To stop it, press Cancel subscription in Settings › Billing before that day: see Cancelling and refunds.

The renewal couldn't be paidCopy Anchor Link

Your payment failed shows on every page. Scheduled posts keep going out for 3 days while Stripe tries again.

1. In Settings › Billing, press Manage subscription.
2. Add a payment method that works.
3. Come back: when the payment comes through, the plan goes on by itself.

Details: When a payment fails.

Cancelling and getting money backCopy Anchor Link

There's no Cancel subscription buttonCopy Anchor Link

• The card says Your subscription is cancelled: it's cancelled already, and the plan stays on until the day shown.
• The workspace owner manages the subscription.: only an owner cancels.
• This workspace has no subscription to manage here.: there's no subscription bought on the web.

You want your money backCopy Anchor Link

1. Bought on the web in the last 14 days, as a consumer? Withdraw on the Billing page and get back what you didn't use: Withdraw from a purchase.
2. Later than that? Cancel the subscription so nothing more is charged; the plan runs until the end of the period you paid for.
3. A payment taken twice, or another mistake? Write to [email protected] with Link's receipt.

There's no Withdraw from contract hereCopy Anchor Link

Check, in this order:

1. You're an owner: only owners see the Withdraw from a purchase card.
2. The purchase was made on the web: purchases through Shopify aren't listed.
3. It's within its 14 days: the card shows You can withdraw until … for each purchase.
4. Its payment has gone through: a purchase shows up together with its confirmation email.
5. A plan change is listed only if it was paid at once: a bigger plan, or monthly to yearly billing. A smaller plan and yearly to monthly charge nothing now, so there's nothing to withdraw from.

If all of these hold and the card is missing, write to [email protected] within the 14 days: an email withdraws too.

Changing the planCopy Anchor Link

Change plan is refused with one of these:

• The subscription is cancelled. Renew it under Manage subscription before changing the plan. Press Manage subscription, renew, then change the plan.
• The last payment failed. Update the payment method before changing the plan. Update it under Manage subscription first.
• A switch to monthly billing waits for the end of the yearly period. Take it back before another change. Press Take back the change on Your subscription, then change.
• This change cannot be made now. Change the plan and the billing interval one at a time, or contact support. Change the plan first with the interval you have, then the interval.
• The payment could not be taken; the plan did not change. Update the payment method and try again.

More: Change your plan.

Paying through ShopifyCopy Anchor Link

• You approved a plan on Shopify, but SemPost doesn't show it. In Settings › Billing, press Read again.
• Shopify's plan page is not ready yet. Try again later, or write to [email protected].
• Shopify did not take the charge, so nothing was bought. Try again in a moment. Nothing was added to your Shopify bill: try again.
• A Shopify charge looks wrong. Only Shopify refunds Shopify charges. Write to [email protected]: SemPost looks into it and settles it through Shopify's billing.

More: Paying through Shopify.

RelatedCopy Anchor Link

• Buy a plan or credits
• Cancelling and refunds
• Withdraw from a purchase
• When a payment fails