Your plan from trial to renewal

This guide follows a brand's plan through every stage, in the order it happens, with the screen you use and the email you receive at each one. An agency's plan follows the same path; the differences are noted.

Before you start

• Open Billing from the menu under your name, or inside a brand from Settings, then Billing.
• You need to manage billing: the Client Owner on a brand, or the owner, a director or the CFO on an agency.
• If your agency or a portfolio's Enterprise plan covers the brand, none of the steps below apply. See Is my plan covered by my agency or portfolio?.

1. The trial

• Brands: a 14-day Pro trial starts when you finish the setup wizard. Until then Your plan reads Pro, Trial, "Free during the trial" and Trial starts: When setup is finished. You receive "Your 14-day Pro trial has started".
• Agencies: Agency Studio and Agency Scale carry their own free trial, started at checkout.
• There is one trial per workspace. A workspace that has had a paid plan before gets no second trial.
• Three days before the end you receive "Your Pro trial ends in 3 days".

See How does the free trial work?.

2. Choosing a plan and checking out

1. Under Plans, choose Monthly or Annual, 2 months free, and GBP, USD or AED.
2. Choose Choose {plan name}, for example Choose Pro. A Checkout window opens in the page.
3. Enter your card, billing name, address and, if you have one, your tax ID. Tax is worked out and added at checkout.
4. Back on the page you see "Payment received". The plan updates within a minute as Stripe confirms it.

You receive "Your {plan} plan has started". If you bought during a trial it says when the first payment is taken; otherwise it confirms what was taken and the next payment date, and a Receipt email follows.

A locked feature's Upgrade button brings you to the same checkout with the plan already chosen. Agency Enterprise shows Talk to us instead, because it is agreed with Fabrik.

3. While the plan runs

• Your plan shows the plan, an Active badge, the price and Renews with the next date.
• Card and billing details shows the card on file. Choose Manage card and details to change it, the billing email or your tax ID. See Add or update a card.
• About 30 days and again about 7 days before the card expires you receive "Your card ending {digits} expires soon".
• For an agency, clients beyond those the plan includes are added to the bill automatically as your client count changes.

4. Renewals

On each renewal date Stripe takes the payment. You receive "Your {plan} plan renewed" with the amount, the invoice number, a link to the invoice and its PDF, and the next payment date. Every invoice is listed under Invoices on the Billing page. See Find your invoices and receipts.

5. Moving up or down

Choose Change plan, then Choose {plan name} and confirm Move to {plan name}. The plan switches at once; you never pay for two plans. Stripe credits what is left of the old plan and charges the difference on the next invoice. You receive "Your plan is now {plan}". See Start or change a plan.

6. If a payment fails

1. Stripe retries automatically. You receive "We could not take payment for {name}" with the next attempt date, and Your plan shows Payment due.
2. When no retries are left you receive "Final notice: payment for {name}". You then have 24 hours.
3. If it is still unpaid, a brand moves to Free ("{name} has moved to the Free plan") and an agency moves to the free agency plan, with one client.

Updating the card at any point stops this. See What happens when a payment fails?.

7. Cancelling

Choose End paid plan, then End at period end. The plan keeps running to the end of the period you paid for, with a Cancelling badge and Ends with the date. You receive "Plan cancelled for {name}", and on the end date "Your {plan} plan has ended". See Cancel a plan.

8. On Free

A brand on Free keeps a 30-day dashboard, its integrations, tracking and a team of two, and its data keeps importing. An agency on the free agency plan keeps one client, and its clients are no longer covered by its plan. Choose a plan at any time to open everything again.

Troubleshooting

• Checkout says the brand's plan is covered: your agency or portfolio already pays. There is nothing to buy.
• An error says you are billed in another currency: switch the currency at the top of Plans to the one you already pay in, then choose the plan again.
• Billing is missing from the menu: you do not manage billing, or the brand's plan is covered.
• Anything else: email support@fabrik.ae with the workspace name. Never send card numbers by email.