Support
FAQ
Can we cancel any time?
Plans are intended to be manageable from billing settings. If a subscription, invoice, or cancellation option is unclear, send a billing support request before making changes.
In-depth answer+
Billing determines the active plan, subscription status, invoices, and payment portal access. Billing state should be checked before publishing constraints, cancellation requests, or plan changes are treated as content issues.
Technical checks
- Confirm the organization and site attached to the subscription. Multi-site organizations may not map one invoice to one website.
- Check whether the subscription is trialing, active, past due, canceled, or not yet configured.
- For payment updates, use the billing portal rather than sending card details through support.
- For invoice questions, collect invoice date, amount, organization name, and billing contact email.
Escalation details to include
- Send the organization name, billing email, plan, invoice or subscription reference if visible, and the action you expected to take.
- For cancellation, state whether you want to stop renewal, remove a site, or take a site offline. Those are different operational requests.
- Never paste full card numbers, bank details, or private payment credentials into support.
Reference notes
- Billing portal: secure place for payment method and invoice management.
- Trialing: active evaluation period before normal billing.
- Past due: payment needs attention and may restrict future publish or account actions.
- Plan: controls available features, limits, and support level.
Can we upgrade or downgrade later?
Yes. Billing is structured so organizations can move between Starter, Parish, and Parish + School when their needs change.
In-depth answer+
Billing determines the active plan, subscription status, invoices, and payment portal access. Billing state should be checked before publishing constraints, cancellation requests, or plan changes are treated as content issues.
Technical checks
- Confirm the organization and site attached to the subscription. Multi-site organizations may not map one invoice to one website.
- Check whether the subscription is trialing, active, past due, canceled, or not yet configured.
- For payment updates, use the billing portal rather than sending card details through support.
- For invoice questions, collect invoice date, amount, organization name, and billing contact email.
Escalation details to include
- Send the organization name, billing email, plan, invoice or subscription reference if visible, and the action you expected to take.
- For cancellation, state whether you want to stop renewal, remove a site, or take a site offline. Those are different operational requests.
- Never paste full card numbers, bank details, or private payment credentials into support.
Reference notes
- Billing portal: secure place for payment method and invoice management.
- Trialing: active evaluation period before normal billing.
- Past due: payment needs attention and may restrict future publish or account actions.
- Plan: controls available features, limits, and support level.
What happens to a live site if billing needs review?
Support should review account status before any disruptive action. Send a billing request with the organization name, site, and the invoice or subscription question.
In-depth answer+
Billing determines the active plan, subscription status, invoices, and payment portal access. Billing state should be checked before publishing constraints, cancellation requests, or plan changes are treated as content issues.
Technical checks
- Confirm the organization and site attached to the subscription. Multi-site organizations may not map one invoice to one website.
- Check whether the subscription is trialing, active, past due, canceled, or not yet configured.
- For payment updates, use the billing portal rather than sending card details through support.
- For invoice questions, collect invoice date, amount, organization name, and billing contact email.
Escalation details to include
- Send the organization name, billing email, plan, invoice or subscription reference if visible, and the action you expected to take.
- For cancellation, state whether you want to stop renewal, remove a site, or take a site offline. Those are different operational requests.
- Never paste full card numbers, bank details, or private payment credentials into support.
Reference notes
- Billing portal: secure place for payment method and invoice management.
- Trialing: active evaluation period before normal billing.
- Past due: payment needs attention and may restrict future publish or account actions.
- Plan: controls available features, limits, and support level.
Contact us
Include the domain, current site or dashboard URL, what changed, what you expected, and a screenshot when the issue is visual.
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