Billing FAQ

Q: Does the free trial go through Stripe Checkout?

A: No. TaskFord free trials do not go through Stripe Checkout. When a customer starts a trial, the trial subscription is created directly through Stripe. No checkout page is opened, and no credit card is required. The customer only needs to click Start trial, and the site moves to the selected trial plan immediately.

Q: Can a customer start two trials back-to-back?

A: No. A TaskFord trial is available one time per Stripe customer. Once the trial is marked as used, the customer cannot start another self-serve trial.

Q: What if the trial flow fails before the trial starts?

A: The customer can try again. A trial is only marked as used after Stripe confirms the subscription is active in trial status. If the trial flow fails before the subscription is created, the trial is not consumed.

Q: Can a customer get more than 30 trial days?

A: Not through self-serve settings. TaskFord trials last 30 days by default. Additional trial days may be granted manually on a case-by-case basis.

Q: Can a customer add seats during a trial?

A: Yes. Adding seats during a trial is free. The trial keeps its original end date. The first charge for the additional seats happens only if the trial converts to a paid subscription and a valid payment method is on file.

Q: Can a customer upgrade from Pro trial to Premium trial?

A: Yes. Customers can switch from Pro to Premium during a trial without being charged. The trial continues on the new plan tier and keeps the same trial end date.

Q: What is the minimum seat count?

A: The minimum seat count for a paid subscription is 1 seat. A customer cannot have 0 seats while subscribed to a paid plan.

Q: Does inviting a member automatically buy a seat?

A: No. Inviting a member does not automatically purchase a seat. The Site Owner or Billing Manager must make sure the site has enough seats for the users who need access.

Q: A customer wants to reduce seats tomorrow to save money. What happens?

A: Seat reductions do not take effect immediately. When a customer schedules a seat reduction, the current seat count and price remain active until the end of the current billing period. The lower seat count applies at the next billing cycle.

Q: A customer added seats by mistake. Can they get a refund?

A: No automatic in-product refund is available. The customer can either:

• Schedule a seat reduction for the next billing cycle, or
• Contact Support to request a manual adjustment through Stripe.

Q: How much does yearly billing save?

A: Yearly billing uses a lower per-seat rate than monthly billing. For example:

• Pro: $5/yearly vs $7/monthly (~28.6% savings)
• Premium: $10/yearly vs $13/monthly (~23.1% savings)

Yearly billing is billed upfront for 12 months.

Q: Does switching from monthly to yearly take effect immediately?

A: Yes. It is treated as an upgrade and may take effect immediately after confirmation. The confirmation window shows the billing period start date, seat count, and total charge.

Q: Does switching from yearly to monthly take effect immediately?

A: No. Switching from yearly to monthly is usually scheduled for the next billing cycle. The current yearly billing period remains active until it ends.

Q: Can a customer have multiple scheduled changes?

A: No. Only one active scheduled change can exist at a time. To make a different scheduled change, cancel or update the existing schedule first.

Q: What kinds of changes are usually scheduled?

A: Changes usually include downgrading a plan, reducing seats, or switching from yearly to monthly billing. These changes apply at the next renewal date.

Q: What is a soft cancel?

A: A soft cancel means the subscription is scheduled to cancel at the end of the current billing period. The customer keeps access to the paid plan until the period ends. The cancellation can usually be reversed before the cancellation date.

Q: A customer canceled but wants to add seats before the period ends. What should they do?

A: They must resubscribe first. After resubscribing and removing the pending cancellation, they can add seats normally.

Q: A coupon disappeared after scheduling a downgrade. Why?

A: Some Stripe coupons only apply to specific products or plan tiers. If a plan is changed to one where the coupon does not apply, the coupon may be removed from the next billing phase.

Q: What does past due mean?

A: Past due means a renewal payment failed and Stripe is retrying the payment. The customer should update their payment method to avoid interruption.

Q: What is dunning?

A: Dunning is Stripe’s automatic payment retry and email reminder process when a payment fails. Stripe may retry the charge and send reminder emails. If the payment is not resolved, the subscription may be affected.