Billing questions we get most often

During the public beta, Pro is included for everyone, free, and there is nothing to buy or manage. The questions below are for later, once billing is switched on. Most of these look like faults and are not.

My upgrade charged less than the price on the plan card. Why? Because the unused time on your old plan was credited against the new charge. Upgrades are prorated, so you usually pay less than the sticker price.

I switched from monthly to annual and my renewal date moved. Is that right? Yes. A new yearly period starts the day you switch, so the renewal date moves with it. A same-period upgrade does not move your renewal date.

I pressed pause and nothing changed today. Did it work? It did. Pausing starts at the end of the month you have already paid for. The month you bought is honoured first, so nothing changes on the day you pause.

My account is paused but I can still edit an old trip. Is that a bug? No. A paused account can still edit trips from earlier years. That is one thing paused keeps that the Free plan does not.

I downgraded but I still have the higher plan. What happened? Downgrades wait until your current period ends. You keep the higher plan until then, and a banner shows the scheduled change and its date.

Where is the Elite plan? I cannot find it. Elite is planned but is not offered for sale, so it does not appear anywhere you can buy it.

My annual plan has no pause button. Why not? Annual plans cannot pause, because the year is already paid for. The pausing article explains the monthly route if you need it.

The page says it could not confirm my plan with the payment provider. Refreshing the page usually clears this. If it keeps happening, support can help.

Related

• Which plan is right for you
• Subscribing or upgrading
• Switching plans or changing how often you pay
• Pausing and resuming your subscription