Managing Billing & Payments

This guide covers everything you need to know about managing your SurveyMethods subscription, payment methods, and billing settings.

Accessing Billing Settings

  1. Log in to your SurveyMethods account
  2. Click your profile icon in the top-right corner
  3. Select Account Settings
  4. Click the Billing tab

Here you can view and manage all billing-related settings.

Payment Methods

Accepted Payment Methods

SurveyMethods accepts:

  • Credit cards: Visa, Mastercard, American Express
  • Debit cards: Most major debit cards
  • Invoice billing: Available for Enterprise and large Team plans

Adding a Payment Method

  1. Go to Account Settings > Billing
  2. Click Payment Methods
  3. Click Add Payment Method
  4. Enter your card details
  5. Click Save

Updating Your Payment Method

  1. Go to Account Settings > Billing > Payment Methods
  2. Click Edit next to your current method
  3. Update the details or add a new card
  4. Click Save Changes

Removing a Payment Method

You can remove a payment method only if:

  • You have another valid payment method on file, OR
  • You’re on the free Basic plan

To remove:

  1. Go to Payment Methods
  2. Add a new payment method first (if needed)
  3. Click Remove next to the old method

Understanding Your Bill

Monthly Billing

  • Charged on the same date each month (your billing anniversary)
  • Full plan price charged each cycle
  • Response allowance resets each billing period

Annual Billing

  • Charged once per year on your billing anniversary
  • Typically 20% savings compared to monthly
  • Response allowance available for the full year

What’s Included

Your bill includes:

  • Base plan subscription fee
  • Additional seats (for Team plans)
  • Extra responses (if applicable)
  • Any applicable taxes

Viewing Invoices

Finding Your Invoices

  1. Go to Account Settings > Billing
  2. Click Invoice History
  3. View all past and upcoming invoices

Invoice Details

Each invoice shows:

  • Invoice number and date
  • Plan and billing period
  • Itemized charges
  • Payment status
  • Total amount

Downloading Invoices

  1. Go to Invoice History
  2. Find the invoice you need
  3. Click Download PDF

Invoices are also emailed to your billing contact after each payment.

Changing Your Billing Cycle

Switching from Monthly to Annual

  1. Go to My Account
  2. Click Change Billing Cycle under My Plan
  3. Select Annual Billing
  4. Review the annual price and savings
  5. Confirm payment

You’ll be charged the annual amount immediately, minus a credit for any unused portion of your current month.

Switching from Annual to Monthly

This change takes effect at the end of your current annual term:

  1. Go to My Account
  2. Click Change Billing Cycle under My Plan
  3. Select Monthly Billing
  4. Confirm the change

Your new monthly billing starts after your annual subscription ends.

Billing Contact

Changing the Billing Contact

The billing contact receives:

  • Payment receipts
  • Upcoming renewal notices
  • Failed payment alerts
  • Invoice copies

To change:

  1. Go to Account Settings > Billing
  2. Click Billing Contact
  3. Enter the new email address
  4. Click Save

Failed Payments

What Happens When a Payment Fails

  1. Immediate notification: You’ll receive an email about the failed payment
  2. Grace period: You have 7 days to update your payment method
  3. Retry attempts: We’ll automatically retry the payment
  4. Account restrictions: After 7 days, your account may be restricted

Fixing a Failed Payment

  1. Go to Account Settings > Billing
  2. Click Update Payment Method
  3. Enter new card details or fix existing ones
  4. Click Retry Payment

Avoiding Failed Payments

  • Keep your payment method up to date
  • Ensure sufficient funds before billing date
  • Update expiring cards before they expire
  • Add a backup payment method

Billing for Additional Responses

If you exceed your plan’s response limit, you can purchase additional responses:

How It Works

  1. When you reach 80% of your limit, you’ll receive a notification
  2. At 100%, new responses are paused
  3. You can purchase additional responses or upgrade your plan

Purchasing Extra Responses

  1. Go to Account Settings > Billing
  2. Click Buy More Responses
  3. Select the quantity (sold in packs)
  4. Complete the purchase

Extra responses are charged immediately and don’t expire.

Response Pricing

Additional responses are priced at £0.08 per response. Volume discounts may be available for large purchases.

Tax Information

Adding Tax/VAT Details

For businesses that need tax documentation:

  1. Go to Account Settings > Billing
  2. Click Tax Information
  3. Enter your:
    • Business name
    • Tax ID / VAT number
    • Business address
  4. Click Save

This information appears on your invoices.

Tax-Exempt Status

If your organization is tax-exempt:

  1. Contact our support team
  2. Provide your tax exemption certificate
  3. We’ll update your account accordingly

Common Questions

When am I charged?

You’re charged on your billing anniversary—the same date each month (monthly) or year (annual) that you first subscribed.

Can I get a refund?

  • Refunds are generally not provided for unused time
  • Contact support for exceptional circumstances
  • See our Terms of Service for full details

How do I get a receipt?

Receipts are emailed automatically after each payment. You can also download invoices from your Invoice History.

Can I pause my subscription?

We don’t offer pause functionality. You can:

  • Downgrade to the free plan
  • Cancel and resubscribe later
  • Contact support for special circumstances

Need Help?

For billing questions or issues:

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