Billing, invoices & receipts

How to change your plan, update your card, find invoices and receipts, and what happens when you cancel.

Payments are handled by Stripe, so your card details never touch our servers, and everything about your subscription — plan, card, invoices, cancellation — is managed in one place: the billing portal.

Who can manage billing

The account owner, and only the account owner. Everything on this page — opening the portal, changing plan, buying seats or monitor packs, cancelling — is theirs. Colleagues invited onto the account do everything operational: create and edit monitors, acknowledge incidents, manage notifications and status pages. Billing is not operational, so they don't see billing controls at all rather than being refused when they press one.

Opening the billing portal

Sign in as the account owner, then choose Account → Billing & Subscription in the sidebar. You can also reach it from the Manage subscription button on the pricing page. The portal opens on a Stripe-hosted page; you don't need a separate Stripe login.

From the portal you can:

Update your payment method — replace an expired or cancelled card.
Download invoices and receipts — every invoice is listed with a PDF.
Cancel — see What happens when you cancel.

The portal is only available once you have a paid subscription. On the free plan, use Upgrade Plan instead.

Changing plan

Go to the pricing page and choose the plan you want. What happens next depends on how the account is set up, and the page tells you which it is rather than leaving you to find out:

If plan changes are self-service on your account, you're taken to the billing portal to confirm the switch — between plans, or between monthly and annual billing. Stripe prorates the difference on your next invoice, so you don't pay twice for the same period.
If they aren't, the page says so and points you at support. Open a ticket from Account → Support and we'll move you, usually the same day.

Moving to or from the MSP plan always goes through support, because MSP is priced per client organisation.

Either way your monitors, settings and history are untouched by the move itself. A move down to a plan with smaller limits has the same consequences a downgrade always does — see What happens when you cancel.

Buying a plan you already have is refused rather than sold to you: an account has one subscription, and a second would mean two invoices and two renewals for the same service.

Receipts and invoices by email

Stripe emails a receipt for every successful payment — your first purchase and each renewal — and an invoice for every billing period. Refunds get their own email. They come from Stripe on our behalf, with UPTIMETWIN.COM as the merchant name, so that's also what appears on your card statement.

Can't find one? Every past invoice and receipt is always available in the billing portal, and you can re-download any of them there.

Monthly vs annual billing

Monthly plans bill on the same day each month. Annual plans bill once a year and cost the same as 10 months — roughly two months free. Moving between the two is a plan change, so it goes the same route as any other — see Changing plan. Stripe prorates either way, so you never pay twice for the same period.

Paid add-ons follow a different annual discount from the plans: extra seats and monitor packs are 20% off on annual, where a plan bills 10 months for 12. Both are shown with their own figures wherever they are sold.

Founding pricing

The rates on the pricing page are founding-customer rates. If we raise prices later, your rate stays the same for as long as your subscription stays active. If you cancel and later resubscribe, you'll be offered whatever the current price is at that time.

If a payment fails

If your card is declined at renewal, your monitors keep running and your plan is unchanged while Stripe retries the payment over the following days. Retaining the plan is deliberate: a card problem is usually an expired card or a bank hold, and taking your monitoring away over one would leave you unwatched exactly when you'd least want to be.

You'll know about it in two places:

An email with a link to update the card.
A banner on your dashboard, for as long as the payment is outstanding, with a button to update the payment method. Members of the account see the banner too, saying the owner needs to sort it out — nobody is left wondering why the plan later changed.

If the retries all fail, the subscription ends and your account drops back to the free plan — nothing you've set up is deleted. Purchased seats and monitor packs are paused, not removed, so starting a subscription again restores them.

What happens when you cancel

Cancel from the billing portal. Your paid plan stays active until the end of the period you've already paid for, then your account returns to the free plan.

Your monitors and settings are kept and keep checking; you just can't create more until you're under the free plan's limits (see Plans & limits). History older than the free plan's windows is removed — 30 days of individual check results, 60 days of aggregated summaries — but not that day: we keep your old plan's longer windows for 30 days after a downgrade first, so a lapsed payment or a brief step down does not destroy records you may still need. Features your plan added — support tickets on Pro, Business and MSP, for example — stop when the paid period ends. What the free plan does not include pauses rather than going for good: UDP, heartbeat and domain monitors, chat and webhook alert channels (email alerts carry on), quiet hours, weekly maintenance windows, a check region you chose, and checks faster than every 5 minutes. Nothing is deleted, and each comes back as it was when you upgrade (see Plans & limits).

Deleting your account is different: that cancels the subscription immediately, and the rest of the paid period is not refunded.

Refunds

Plans are paid in advance. Payments are not refundable and unused time is not credited, except where the law requires it — consumers in the EU and UK have a 14-day right to withdraw — or where the Terms of Use say otherwise (for example, if we stop offering the service). If a charge looks wrong, get in touch before disputing it with your bank; a mistake on our side gets refunded.

MSP billing

The MSP plan is priced per client organisation: the base price includes 10 client organisations, and each additional one is $10/month (or $100/year on annual billing). The count updates automatically as you add or remove clients, and the difference is prorated on your next invoice. Your next invoice amount is always shown on the dashboard.

MSP comes with a 30-day free trial that asks for a card up front. You are not charged until the trial ends; if you remove the card during the trial, the subscription cancels instead of continuing. The trial is available once per account and counts as used the moment you start MSP checkout.

Something wrong with a charge?

Reply to any billing email or open a support ticket with the invoice number from the portal and we'll sort it out.

Last updated 2026-10-12