Billing FAQ
Welcome to the Billing FAQ section for Ashby! Here, we've compiled answers to the most commonly asked questions about billing. If you can't find the answer you're looking for, please reach out to our support team for assistance.
General Information
How can I update my billing information?
If you have access to Billing on your Ashby account, you can amend your billing information and payment settings in the Settings tab.
If you see a message that your billing settings are managed outside of Ashby, please reach out to [email protected] to make changes.
What payment methods do you accept?
We accept most major credit cards, including Visa, Mastercard, and American Express. For plans over a certain amount, we support invoicing. Please contact [email protected] for further details.
When will I be billed for my subscription?
You will be billed for your subscription on a monthly or yearly basis, depending on the specific plan you have selected. Your billing date will typically be the same day of the month that you originally signed up for the subscription.
What happens if my payment fails?
If your payment fails for any reason, we will attempt to contact the billing email on file for an alternative payment method. If the payment continues to fail or we cannot reach you to settle your outstanding balance, your subscription may be suspended until the balance is paid.
How do I pay a past due invoice?
If you have an overdue invoice, you will see a red dot beside Admin on the navigation bar. On the Admin page, you’ll see a banner saying you have an overdue invoice.
You can click Go to Invoices to then see the overdue invoice. An overdue invoice will have a red Pay Now button beside it, next to the option to download the invoice.
How do I download an invoice?
In Billing, head to the Invoices tab. From here, you should see a list of invoices with a Download button next to each.
I would like to switch my payment method to invoicing.
Invoicing is currently only available to customers on an annual plan. We require monthly plan customers to have a credit card on file that can be processed on their monthly billing date. For any additional billing or payment support, please reach out to [email protected].
What's your refund policy?
We offer a 30-day money-back guarantee for month-to-month plans. If you're not satisfied with our service within the first 30 days, contact [email protected], and we'll process a full refund.
How can I request access to the Billing section of Ashby?
You can request access by reaching out to any of the listed Billing Users on the Billing page here. If there are no Billing Users listed, please reach out to [email protected] to be added. Please note as a Billing User, you will be the point-of-contact with Ashby's Billing Team for any billing-related correspondence.
How do I assign a user access to the Billing section of Ashby?
Only an existing Billing user can add a new Billing user. You can either give a user access to Billing by amending their permissions to include access to Billing on the Employees page, or by adding them as a Billing user within Billing.
The option to add additional users to the list of Billing Users can be found within the Settings tab.
How do I update my billing address?
If you have access to Billing on your Ashby account, you can amend your billing address within your billing information. Clicking the Edit in Stripe link next to Billing Information to be taken to a new tab where you can amend your billing information.
What is the Billing Email listed under Billing > Settings > Billing Information and how is that different from the "Billing User"?
We manage our customer billing and process payment with Stripe which requires a billing email. This email will be the recipient of automated email notification from Stripe, like invoices, receipts, or failed payment notifications. The Billing User can view and manage all billing settings and invoices in Ashby but will not receive these automated Stripe emails. However, should there be any billing issues, our Billing team may reach out to any Billing User(s) to help resolve. Any Billing User can update the Stripe Billing Email.
How do I upgrade my Ashby plan?
If you are on the Foundations or Plus plans, reach out to your CSM or Sales contact to discuss your needs and start the upgrade process. For a full list of the features available on each plan, check out our Pricing page.
Subscription Cancellation
How do I cancel or pause my Ashby subscription?
If you are on annual billing, or are month-to-month but have a dedicated CSM and you’d like to cancel your Ashby subscription, please reach out to [email protected] or your contract manager for assistance. Please note that once you cancel, you’ll still have access to your subscription until the end of the current billing cycle.
If you are on a month-to-month billing and do not have a dedicated CSM, you have the ability to cancel your subscription in-app. To do this:
- Navigate to Admin > Organization Setup > Billing.
- Click Manage Subscription.
- Confirm your reason for cancelling - you will also have the option to add in any feedback.
- After confirming your cancellation reason, you will be provided with an option to submit a request to export your data. This request will be sent to the Support team for processing.
If you request a copy of your data as part of the cancellation process, please note that the export is not an instant, in-app download. Once your request is submitted, our team will process it manually in accordance with our data policies.You’ll receive an email notification with a secure link to access your export once it’s ready.
- You will then have the option to permanently delete all of your account’s data after it is deactivated. Please note that this action is irreversible.
- Confirm your cancellation request. Your request will then be sent to the team for processing. You will still have full access until the end of your billing cycle.
I've submitted a cancellation request but I want to reverse it - is this possible in-app?
It is! Once you’ve submitted your cancellation request, you can reverse it by navigating back to Admin > Organization Setup > Billing and then clicking the Reactivate your subscription link in the red banner listing your deactivation date. You can then review your next charge date and confirm the reactivation accordingly.
Can I get a refund if I cancel my subscription?
We offer a 30-day money back guarantee for new subscribers. After this period, we do not offer full or partial refunds for canceled subscriptions. However, if you cancel your subscription before the next billing cycle begins, you will not be charged for the upcoming period.
My account has been suspended for billing issues, what do I do?
In order to re-activate your service, any overdue invoices will need to be paid. You can view and pay any overdue invoices on the Invoices tab in Billing. Once paid, the Billing team will reach out to confirm your account has been reactivated.
Other
Can I switch to an annual subscription?
Yes! Please get in touch with [email protected], and you’ll hear back from our Contracts Management Team within 2-3 business days.
How do I purchase additional email lookups?
For more on purchasing email lookups in-app, check out How do I purchase additional email lookups, AI credits or texting credits in-app?