STRATAFOLIO makes it easy to manage your subscription and billing information. Below, you’ll find instructions for updating payment details, increasing units, and what to do if you need to change or cancel your plan.
Where Can I See STRATAFOLIO Billing and Invoices
All STRATAFOLIO subscription billing is managed securely through Stripe. This means every invoice, payment confirmation, and subscription reminder you receive is generated and delivered by Stripe rather than through the STRATAFOLIO platform. If you ever need to review past invoices, update your payment method, or verify upcoming charges, you will do so using the links provided directly in your Stripe emails.
Because payment details are handled entirely by Stripe, STRATAFOLIO does not store or process your bank or credit card information. When you need to make updates to your billing information, simply use the secure link included in your Stripe invoice or reach out to our team to have the link resent.
You should look for an Email from stripe.com, and make sure it is not set to Spam. Below is a typical email you would receive once a new Organization is created in STRATAFOLIO.
Why Didn’t I Receive an Email Receipt for My STRATAFOLIO Subscription
Stripe only sends a receipt after a subscription payment is successfully processed. If ACH is set up, the receipt may be delayed until the funds clear.
You may not receive an email receipt if:
- The payment has not been processed successfully yet.
- The invoice total was $0, so no charge was made.
- The receipt was sent to the billing email saved when the Organization was first created, and it is different from what you expect.
- The billing email on file is outdated or incorrect.
- The email address on file has errors and is not able to receive emails.
- The Stripe email went to your Spam folder, so double-check there.
Receipts are not sent when the subscription is first created unless a payment is collected at that time.
How Do I Change My Subscription Plan
Increase Units (Self-Service)
You can increase the number of units in your STRATAFOLIO subscription directly from your account. A valid payment method must be on file for this change.
If you do not have a payment method on file (or the account has expired), the system will temporarily lock you out of your account when you try to upgrade. In this case, you’ll see a prompt to add a payment method and pay the invoice before regaining access.
How Do I Decrease Units, Upgrade, or Downgrade Subscription Type
To make any other changes to your subscription plan (such as reducing the number of units or switching between plan types), please submit a ticket.
We apply contract reductions at the time of renewal. If the reduction of your subscription is due to a sale, please make sure to follow the process for selling an asset. That data will always be available to you as long as you have a subscription.
Where Do I Update Billing or Payment Information
Your payment information, such as the default bank account or credit card used to pay for your STRATAFOLIO subscription, is managed by the organization’s administrator through Stripe. So, if you have an annual subscription, you will receive an invoice reminder from Stripe 30 days before your subscription expires, or 7 days for a monthly subscription. Therefore, for your security, STRATAFOLIO does not store or handle your payment information. Currently, there is no location in STRATAFOLIO where you can update your payment or billing information.
You do have three options to get this done.
- The first way is: once you receive your Stripe invoice reminder, the invoice will include a link to perform this task. To do this:
- Select the link provided in the Invoice
- This will redirect you to a secure Stripe server where you can update your payment method (account number and expiration).
- Review your billing information. From here, you can also review your billing history.
- Pay outstanding invoices securely.
- Suppose you are unable to find your invoice in your email. In that case, you can use the STRATAFOLIO AI Assistant once you log in to your account and request that it create a new support ticket for you, so one of our support specialists can forward you the link to update your payment information.
- Lastly, if you forget to update your information and your bank account is invalid, and as a result, your subscription is not paid on the due date, Stripe will redirect you to a STRATAFOLIO page where you will see a link to update your payment information.
Tip: Keeping your billing details up to date helps prevent any interruptions in your STRATAFOLIO service.
Where Do I Update My Receipt or Billing Personal Information in Stripe
Your personal billing information shown on the Stripe receipt is first added to Stripe when your Organization is first created in STRATAFOLIO. That information is obtained from your organization’s details page. The first item is what is called in your Organization Detail page in STRATAFOLIO, and -> shows how it is displayed in Stripe.
- Organization Name -> Is the Account Name in Stripe, and it appears on your subscription invoices
- Contact Email -> Email in Stripe. This is the email Stripe will send communications to
- Street Number/Range, Street Name, City, State, Postal Code -> Billing details in Stripe
- Contact Phone # -> Part of Billing details in Stripe
These details cannot be updated by the Organization’s admin in STRATAFOLIO.
To update this information:
- Include the exact billing details that need to be changed, and submit a support ticket either via the AI Assistant or submit a ticket.
How Do I Cancel My Subscription
We’re sorry to see you go.
To cancel your STRATAFOLIO subscription:
- Submit a submit a ticket
- Provide at least 30 days’ notice before your renewal date
STRATAFOLIO subscriptions renew annually, and cancellations must be requested at least 30 days prior to renewal.
Once your request is received, our team will review it and confirm the cancellation details with you.
