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SurveyReflex

Payments & Billing

Manage your SurveyReflex subscription, update payment methods, and view billing history.

Accessing Billing

  1. Click your profile icon in the top right
  2. Select “Settings”
  3. Click “Billing” tab

Access billing Access billing settings

Current Subscription

Subscription Overview

The billing page shows:

InformationDescription
Current PlanYour active plan (Free, Pro, Business)
StatusActive, Past Due, or Canceled
Billing CycleMonthly or Annual
Next Billing DateWhen you’ll be charged next
AmountPrice for next billing cycle

Subscription overview View your subscription details

Payment Methods

Adding a Payment Method

  1. Go to Billing → Payment Methods
  2. Click “Add Payment Method”
  3. Enter card details
  4. Click “Save”

Add payment method Add a new payment method

Accepted Payment Methods

  • Credit Cards - Visa, Mastercard, American Express, Discover
  • Debit Cards - With Visa/Mastercard logo

Updating Payment Method

  1. Go to Payment Methods
  2. Click “Edit” on existing card
  3. Update details
  4. Save changes

Or add a new card and set as default.

Removing Payment Method

  1. Find the payment method
  2. Click “Remove”
  3. Confirm removal

Note: You cannot remove your only payment method if you have an active paid subscription.

Default Payment Method

Set which card is charged:

  1. Find the payment method
  2. Click “Set as Default”
  3. Future charges use this card

Billing Information

Company Details

For invoices, add your business information:

FieldDescription
Company NameYour organization name
AddressBilling address
Tax IDVAT/GST number (optional)
EmailWhere invoices are sent

Billing information Enter billing information

Updating Billing Info

  1. Go to Billing → Billing Information
  2. Edit the fields
  3. Click “Save”

Invoices

Viewing Invoices

  1. Go to Billing → Invoice History
  2. See all past invoices
  3. Click any invoice to view details

Invoice history View invoice history

Invoice Details

Each invoice shows:

  • Invoice number
  • Date
  • Amount
  • Payment status
  • Plan details

Downloading Invoices

  1. Find the invoice
  2. Click “Download PDF”
  3. Save for your records

Invoice Email

Invoices are automatically emailed to:

  • Account owner email
  • Billing email (if different)

Managing Your Subscription

Upgrading

See Pricing & Plans for upgrade instructions.

Downgrading

  1. Go to Billing → Subscription
  2. Click “Change Plan”
  3. Select a lower tier
  4. Confirm the change

Downgrade takes effect at end of current billing period.

Canceling Subscription

  1. Go to Billing → Subscription
  2. Click “Cancel Subscription”
  3. Select a reason (optional)
  4. Confirm cancellation

Cancel subscription Cancel your subscription

What Happens When You Cancel

  • Access continues until end of billing period
  • Data is preserved
  • Account converts to Free plan
  • Can resubscribe anytime

Billing Cycles

Monthly Billing

  • Charged on same day each month
  • Full flexibility to change plans
  • Higher per-month cost

Annual Billing

  • Charged once per year
  • Save up to 20%
  • Commitment for 12 months

Switching Billing Cycles

Monthly to Annual:

  1. Go to Subscription
  2. Click “Switch to Annual”
  3. Pay annual amount (minus pro-rated credit)
  4. Save immediately

Annual to Monthly:

  • Takes effect at annual renewal
  • Contact support for early switch

Payment Issues

Failed Payment

If a payment fails:

  1. You’ll receive an email notification
  2. Update your payment method
  3. Retry the payment
  4. Or payment retries automatically

Grace Period

After failed payment:

  • 3-day grace period
  • Multiple retry attempts
  • Access continues during grace period
  • Account pauses if not resolved

Reactivating After Pause

  1. Go to Billing
  2. Update payment method
  3. Click “Reactivate”
  4. Pay outstanding balance
  5. Access restored immediately

Refunds

Refund Policy

  • Monthly plans: Pro-rated refund within 14 days
  • Annual plans: Pro-rated refund within 30 days
  • After period: No refunds, access continues until end

Requesting a Refund

  1. Contact support
  2. Provide account email
  3. Explain the situation
  4. We’ll process eligible refunds

Tax Information

Sales Tax

Sales tax may apply based on:

  • Your location
  • Local tax laws
  • Tax-exempt status

Tax-Exempt Organizations

If your organization is tax-exempt:

  1. Go to Billing Information
  2. Upload tax exemption certificate
  3. We’ll apply exemption to future invoices

VAT for EU Customers

  • VAT charged based on your country
  • Provide VAT ID to reverse charge
  • VAT shown separately on invoices

Security

Payment Security

  • All payments processed by Stripe
  • PCI-DSS compliant
  • Encrypted transmission
  • Card details never stored on our servers

Fraud Protection

  • Real-time fraud detection
  • Verification for unusual activity
  • Secure payment environment

Troubleshooting

Payment Declined

Common reasons:

  • Insufficient funds
  • Card expired
  • Bank blocked transaction
  • Incorrect card details

Solution:

  • Try a different card
  • Contact your bank
  • Update card information

Invoice Not Received

  • Check spam/junk folder
  • Verify billing email address
  • Download from invoice history
  • Contact support

Wrong Amount Charged

  • Review invoice details
  • Check for plan changes
  • Verify billing cycle
  • Contact support if incorrect

Can’t Update Payment

  • Clear browser cache
  • Try different browser
  • Check card is valid
  • Contact support

Contact Billing Support

For billing questions:

What’s Next?