Managing billing

Everything billing-related happens in one place: Settings → Billing. It opens on a summary of the workspace’s tier, with three tabs beneath it — Plan & usage, Invoices, and Payment method.

Payments run through Stripe. ScatterSpoke stores the subscription state and invoice references it needs to keep workspace access correct, and nothing more.

Change plan

1. Select Upgrade (on Free) or Change plan from the summary at the top of the page.
2. In the dialog, pick one of the four plan cards. Each shows its seat line and its headline capabilities.
3. If the monthly / annual control is present, choose a cadence. It appears only when annual prices are configured for the environment.
4. Select the review button — it names the plan and its price.
5. Check the itemised charge in the review dialog, then confirm.

Branches worth knowing:

• Choosing Enterprise does not open checkout. It starts a message to the ScatterSpoke sales address instead.
• Choosing Free from a paid plan is a cancellation, so it opens the cancel confirmation rather than a checkout. See Cancel paid access below.
• Downgrading between paid plans keeps your surveys and responses. The dialog says so before you confirm.
• Re-selecting your own plan on the other cadence is a real change, not a no-op — the button reads Switch to annual billing (or monthly), and Stripe prorates the unused time on the current period.

Change the number of seats

The Seats card appears on the Plan & usage tab for Pro and Business workspaces.

1. Use the seat stepper. It will not go below the plan’s minimum or above its maximum — see Seats and capacity for the per-tier bounds.
2. A Review billing change prompt appears as soon as the count differs from what you currently pay for. Select it.
3. Confirm in the review dialog.

Seat changes always stay on the cadence the subscription is already billed at, regardless of which cadence you were browsing in the plan dialog.

Caution

Nothing about a seat or usage change is applied until you confirm the review dialog. Closing that dialog discards the draft — including any Usage Credits you had queued alongside it.

Buy Usage Credits

The Add more usage section sits at the bottom of the same Seats card.

1. Set a quantity on Agent survey pack, Ask usage pack, or both.
2. Select Review billing change.
3. Confirm.

You can adjust seats and buy credits in the same pass; they are charged together. Credits granted this way never expire and are only drawn on once the month’s included allowance is used up — see Usage Credits and the Ask Pool.

Apply a promotion code

Promotion codes are entered in the review dialog, and only for plan and seat changes — a purchase of Usage Credits on its own does not accept one.

1. Open a plan or seat change and reach the review dialog.
2. Enter the code and apply it.
3. Watch the preview reprice. A code only counts as applied once Stripe’s preview accepts it; an invalid one surfaces as a preview error and leaves nothing applied.

Add or replace the payment method

1. Open the Payment method tab.
2. Select Add payment method, or Replace if one is already saved.
3. Enter a card, or use Stripe Link.

A saved method shows its brand, last four digits, and expiry. You do not need a card on file to open a checkout — the charge preview is fetched either way, so you can see the exact amount before deciding.

Fix a failed payment

When a charge fails, a red Payment failed banner appears at the top of the Billing page.

1. Select Update payment method in the banner.
2. Save a working card or Stripe Link.

Paid access is not withdrawn the moment a payment fails — this is the window in which to fix it. If the subscription reaches an unpaid or canceled state, the workspace’s Effective Tier falls back to Free.

Cancel paid access

1. On the Plan & usage tab, scroll to the cancellation card at the bottom.
2. Select Cancel — or, on Enterprise, Request, which asks your account team to end the contract rather than cancelling immediately.
3. Confirm in the dialog.

This schedules the cancellation; it does not end access on the spot. The plan stays active to the end of the paid period, after which the workspace moves to Free. Surveys, responses, and Seat Holders are preserved — paid features and seats beyond the Free limit become read-only.

To undo it, select Keep … renewing in the amber banner that appears while a cancellation is scheduled. That works any time before the period ends.

Find and download invoices

1. Open the Invoices tab. Recent invoices are listed with date, description, amount, and status.
2. Select View on any row for the full detail panel.
3. Use the download control for the PDF.

Free workspaces have no invoices. A PDF may be briefly unavailable if Stripe has not generated it yet.

Add SSO to a Business plan

SSO is the one capability bought outside the Billing page, because it is a recurring add-on rather than a tier.

1. Go to Settings → Single Sign-On.
2. On a Business workspace, select Add SSO to plan in the locked banner and confirm the charge.
3. Configure SAML on the same page once the add-on is active.

To remove it later, use Remove in the SSO add-on card on that page. Enterprise workspaces have SSO without the add-on; Free and Pro cannot buy it and are prompted to upgrade instead. See Plans and tiers and SSO overview.