Managing Your Subscription

All subscription management is handled from the LostChurn dashboard under Settings > Billing. Changes take effect immediately unless otherwise noted.

Upgrading Your Plan

When you upgrade, you gain immediate access to the higher plan's limits and features. The price difference is prorated for the remainder of your current billing cycle.

1. Go to Settings > Billing > Plan.
2. Click Change Plan.
3. Select the plan you want to upgrade to.
4. Review the prorated charge and click Confirm Upgrade.
5. Your new limits take effect immediately.

What Happens When You Upgrade

• Recovery attempts: Your monthly limit increases immediately. If retries were paused due to hitting the previous limit, they resume automatically.
• Active subscriptions: Any queued subscriptions that were not tracked due to the previous limit are picked up within a few minutes.
• Campaigns: Additional campaign slots become available immediately.
• Team members: You can invite additional members right away.

Downgrading Your Plan

Downgrades take effect at the end of your current billing cycle. You continue to have access to your current plan's features until then.

1. Go to Settings > Billing > Plan.
2. Click Change Plan.
3. Select the lower plan.
4. Review what will change and click Confirm Downgrade.
5. A banner confirms the scheduled downgrade and the date it takes effect.

What Happens When You Downgrade

At the start of your next billing cycle:

• Recovery attempts: The monthly limit decreases. If your usage in the new cycle exceeds the lower limit, retries are paused.
• Active subscriptions: If you are monitoring more subscriptions than the lower plan allows, the oldest (least recently active) subscriptions are deprioritized. No data is deleted.
• Campaigns: If you have more active campaigns than the lower plan allows, you are prompted to archive campaigns down to the new limit. Until you do, no new campaigns can be created.
• Team members: If you have more members than the lower plan allows, you are prompted to remove members. Existing members retain access until removed.

Billing Cycle

Your billing cycle starts on the day you first subscribe to a paid plan. For example, if you upgrade to Recovery Engine on March 15, your billing cycle runs from the 15th of each month.

Plan Upgrade Path

Invoices

LostChurn generates an invoice at the end of each billing cycle. All invoices are available in the dashboard and sent to the billing contact email.

Viewing Invoices

1. Go to Settings > Billing > Invoices.
2. Each invoice shows the billing period, plan, charges, and any prorated adjustments.
3. Click Download PDF to get a printable invoice.
4. Click View Details to see a line-by-line breakdown including recovery fees (for Performance pricing).

Invoice Contents

Billing Contact

By default, invoices are sent to the workspace Owner's email. To use a different billing email:

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

Payment Methods

LostChurn accepts credit cards and debit cards (Visa, Mastercard, American Express) for all plans. Enterprise customers can pay by invoice with net-30 terms.

Adding or Updating a Payment Method

1. Go to Settings > Billing > Payment Method.
2. Click Add Payment Method or Update next to an existing card.
3. Enter the card details.
4. Click Save. The new card is used for all future charges.

Failed Payments

If your payment method fails when LostChurn attempts to charge it:

1. First attempt: LostChurn retries the charge after 24 hours.
2. Second attempt: Another retry after 3 days. An email is sent to the billing contact.
3. Third attempt: Final retry after 7 days. A warning email is sent.
4. After 14 days: If all retries fail, your account is downgraded to the Recovery Engine plan. Recovery operations are paused until a valid payment method is added.

No data is deleted during this process. Once you update your payment method, your previous plan is restored and paused operations resume.

Cancellation

You can cancel your subscription at any time. Cancellation takes effect at the end of your current billing cycle.

How to Cancel

1. Go to Settings > Billing > Plan.
2. Click Cancel Subscription.
3. Optionally provide feedback on why you are canceling.
4. Confirm the cancellation.
5. Your account reverts to the Recovery Engine plan at the end of the current billing cycle.

What Happens After Cancellation

• Remaining billing cycle: You retain full access to your paid plan features until the cycle ends.
• After the cycle ends: Your account moves to Recovery Engine. Recovery limits drop to 1,000 failed payments/month with 8 retries per payment.
• Data retention: Recovery history and analytics are preserved according to your plan's retention limits. Data beyond the retention window is purged according to the data retention policy.
• Re-subscribing: You can re-subscribe to any paid plan at any time. Your historical data (within retention limits) is still available.

Tax Information

LostChurn charges applicable sales tax or VAT based on your billing address. If your organization is tax-exempt, you can upload a tax exemption certificate in Settings > Billing > Tax Information. Once verified, future invoices will reflect the exemption.

For EU businesses, enter your VAT ID to enable reverse charge invoicing.

Next Steps

• Plans & Pricing -- compare features across all plans
• Usage Limits -- understand what counts toward your limits
• Security & Data -- how your data is protected