Billing, the Service Desk add-on and client invoices

Only account admins can change the plan, buy or cancel add-ons, or open the billing portal.

Payments activate only when paid

A plan or add-on becomes active when Stripe confirms payment — a checkout that is still processing (some bank transfers take days) activates when the payment clears, not when the checkout page closes. Subscription changes are always re-read from Stripe rather than taken from the event, so an out-of-order or stale event can't set the wrong state. A late confirmation for a subscription that has since been cancelled doesn't switch anything back on.

Cancelled or unpaid accounts

A cancelled or unpaid subscription makes the account read-only. Paying again through checkout unlocks it as soon as the payment is confirmed. A cancelled account's data is deleted 90 days later unless you subscribe again: see Your data: exporting, cancelling and deletion.

An add-on has its own subscription. If its payments fail and Stripe marks it unpaid, cancelled or expired, the add-on switches off (Service Desk becomes read-only); while Stripe is still retrying a late payment it stays on.

Service Desk seats

The price tier follows the seat count: 1–3, 4–10, 11 or more, or unlimited. Changing the seat count moves you to the right tier automatically. Seats must be between 1 and 999, or unlimited.

Client invoices

Invoices you raise for your own clients move draft → sent → paid, or to void from draft or sent. A paid or void invoice can't be changed back. Line items are totalled to the cent, tax is shown separately, and the billing period must be valid.