Billing FAQ

Read answers to some frequently asked questions about how Craftybase billing works.

In this article, we'll cover:

• Updating Information
• Managing Payment Options and Issues
• Viewing Invoices and Billing Details
• Subscribing and Managing Your Plan
• Understanding Plan Limits and Calculations

Updating Information

Can I update my billing address?

Yes, you can update your billing address at any time by following the instructions described here: Changing your Billing address

Can I update my billing email?

Yes, you can update your billing email at any time by following the instructions described here: Updating your Billing email address

Can I update my payment details?

Yes, you can update your payment details at any time by following the instructions described here: How to Change Your Payment Method.

Can I change my subscription to another PayPal account?

Yes, you can change your subscription to a different PayPal account at any point in time without needing to cancel your account. Follow the instructions on this page:  How do I switch my payment method?

Managing Payment Options and Issues

What payment options does Craftybase support?

Craftybase supports the following payment methods:

Credit Cards

• Visa
• Mastercard
• American Express
• Paypal

Please note that Craftybase does not accept Discover or Diner's Club payments.

What happens if my payment fails?

If your payment fails, you will receive an email notification. Please update your payment method promptly to avoid service interruption. We will attempt to process the payment again within a few days.

If you have issues updating your payment method or can't pay immediately, please contact Craftybase Support for assistance.

Why was my payment declined?

Payments may be declined for several reasons, including insufficient funds, expired credit cards, or incorrect payment information. Please check your payment details and try again. If the problem persists, contact your bank or our support team for assistance.

Can I pay in installments?

Currently, we do not offer the option to pay in installments. All subscription payments must be made in full at the beginning of each billing cycle, monthly or annually.

I signed up for Craftybase through Shopify, but I can't subscribe/update my billing information.

If you signed up for Craftybase through Shopify, your Subscription will be managed through your Shopify account. If you access your subscription settings through Craftybase, you will be forwarded to your Shopify account. If this does not occur, or you receive an error page, please contact Craftybase Support for assistance.

Why is my subscription more than advertised?

If you find that the subscription price listed on your bank statement is different from the price we display on your invoice, the difference is most likely an additional charge applied by your bank/credit card company. As we are based in Australia, some banks in other countries will add a “foreign transaction” fee to our subscription price. This is not a "Currency Conversion Fee," as it is calculated based on our bank's location and not on the currency we bill.

This Foreign Transaction Fee is typically a percentage of the purchase price and can vary by provider but is usually between 1 - 3%. 

For US customers, as we bill directly in USD you should not be charged a Currency Conversion Fee, but you may be charged a Foreign Transaction Fee for the reasons above. For other countries, you may be billed both a Currency Conversion Fee and a Foreign Transaction Fee depending on your bank.

Unfortunately, there is nothing we can do to prevent this from occurring, nor can we know when it will be charged. To find out more about why this charge has been applied please contact your bank or credit card company.

If you wish to pay using PayPal then you can avoid this fee if you nominate your subscription to come from your PayPal balance. This help article can help you ensure that the subscription is taken from there before trying your credit card: What is an automatic payment and how do I update or cancel one?

Why is my PayPal subscription denied?

Sometimes, PayPal will reject a subscription payment. This could be due to a number of reasons:

• Your card issuer is having technical problems that prevent authorization of a transaction.
• The card issuer sees a charge that doesn’t fit your normal spending patterns and blocks the transaction to protect you.
• You’ve inadvertently exceeded the limit on your card.

If you know that your credit card is valid but your payment doesn’t go through, you might want to:

• Contact your credit card issuer directly. Ask why your card was declined and whether you can still use it. If you can still use your card, please try your subscription payment again.
• You could pay securely online using your bank account. You can link your bank account to your PayPal account in just a few minutes. We never see your financial or other personal information when you make a payment.
• Link a different credit card to your PayPal account.

Why does PayPal ask me to preapprove payments for three years?

PayPal may indicate on their pages that your subscription is for a period of 3 years – this has nothing to do with your Craftybase subscription, which can be canceled at any point in time.

The three years indicated is a pre-authorization period, meaning PayPal will allow Craftybase to take the agreed amount from your account without needing to reauthorize us for a maximum period of 3 years. You can cancel this at any point in time.

My subscription payment ​has been declined; what do I do now?

There can be a number of reasons for your payment being declined; this article lists some of the most common, along with ways to potentially fix the problem. If you are still having trouble with your payments being declined and don't know how to fix it, please get in touch, and we'll help you investigate further.

Credit Card Errors

Your card does not support this type of purchase

• This message can be due to using a card that requires a PIN to be entered with the transaction, as this is not supported by our payment processor. Unfortunately, the only workaround for this is to use a different card that doesn't require a PIN to be entered.
• The other reason you may get this error is if your card does not allow for cross border usage: Craftybase is based in the UK, so you are based in a different country check with your bank to see if there are restrictions on using your card overseas.

Your card was declined

This is a "catch-all" error that can occur for a number of reasons:

• Your card is not set up for online purchases.
• Your card has been momentarily blocked due to unusual usage (sometimes making an overseas purchase can raise a fraudulent use flag on a card)

PayPal Errors

The email address email@email.com is invalid. It may not be registered in PayPal's system yet 

This message can occur when the email address listed on PayPal is changed or removed. To fix this, if your account has expired as a result of the payment decline process, you can proceed through the subscription process to update your PayPal payment details with the correct email address. If your Craftybase account is still active, you can go through the  Change Payment Method process instead to refresh your payment details to the correct PayPal email address.

This transaction cannot be processed. Please enter a valid credit card number and type

This error will occur if the payment details PayPal has on file have become invalid - for example, you have an expired credit card listed as your primary source of funds. If this is the case, fixing your card details on PayPal should resolve this issue, and you should not need to change anything on Craftybase. Once your payment details have been updated, the next attempt for payment should process automatically (or to retry the payment immediately, go through the Change Payment Method process). If your Craftybase account has been canceled, you can process a new subscription, and this will update your expired subscription.

Alternatively, this error message can also occur if PayPal has put a temporary restriction on your account - see "Account is restricted" message below for details on how to fix.

Account email@email.com is restricted

This means that PayPal has put a temporary restriction on your account. The best course of action here is to contact PayPal to resolve this problem. Once the restriction has been removed from your account, the next attempt for payment should process correctly (or to retry the payment immediately, go through the Change Payment Method process). If your Craftybase account has been canceled, you can process a new subscription, and this will update your expired subscription.

The payment can not be processed because no payment source is available

This can happen if your PayPal account is not properly configured to fall back on the default credit card/bank account if the PayPal balance isn't sufficient to cover the transaction. It could also occur when your credit card is not properly entered or isn't "verified" yet. To rectify this, the best course of action is to log into PayPal to verify that your current address and credit card information is correct and that your payment method is still up to date. Once your details have been updated, if your account is still active, the payment will be retried automatically for you (or to retry the payment immediately, go through the Change Payment Method process).  If your Craftybase account has been canceled, you can process a new subscription, and this will update your expired subscription.

Viewing Invoices and Billing Details

Can I find my Craftybase subscription invoices?

Yes, we send payment notices to the email of the current primary account holder each month after we take payment. We attach a printable invoice to this email, which you can print and use for your records.

The subject of the email is [Craftybase] Subscription Payment Receipt, and the sender will be "Craftybase help" help@craftybase.com

Alternatively, you can access your billing portal to download previous invoices. Follow the instructions on this page: Viewing your Craftybase subscription invoices

How are billing dates determined?

Billing dates are based on the date you subscribed to our service. For example, if you subscribed on the 15th of the month, your billing date will be the 15th of each subsequent month.

How does Prorating Work?

Prorating is applied to your subscription only when you change subscription plans and differs on which payment method you use. You will see a message summarising how we calculate your next billing cycle before you choose to switch your plan. If you have any questions before you switch, please feel free to get in touch.

Let's say your subscription date for your Pro plan is the 1st, and you upgrade to Studio on the 10th. We will calculate the time left on your Pro subscription and convert this to a monetary value; for this example, it will be $10.15. We then calculate how much time you will have on the new studio plan until the 1st of next month, which, for this example, will be $13.54. On the first of next month, your invoice will be as follows:

Your subscription date will remain the same (1st of each month), and the following invoices will be $19.99 (provided you don't change plans mid-subscription).

What should I do if I have a billing dispute?

If you have a billing dispute, please contact our support team with details of the issue. We will investigate and resolve the matter as quickly as possible.

Subscribing and Managing Your Plan

What happens if I subscribe during my trial?

If you subscribe during your trial, your subscription will start at the end of your 14-day trial. Your selected billing method will also be charged at the end of your trial.

Can I pause/hold my subscription?

Currently, we do not offer a subscription pause option. If you need to take a break, you can cancel your subscription and resubscribe when ready. Please note that we retain your data for 60 days after cancellation.

Before canceling, it's essential to export any data you wish to keep. Here are some guides to assist you with that process:

• Exporting data
• Exporting products
• Exporting materials
• Export orders
• Export expenses
• Export or print your recipes
• Exporting manufactures

Can I reactivate my account?

Yes, you can reactivate your account at any time by following the instructions here.

1. Go to your Subscription page (How do I find my subscription page?)
2. Click on "Manage Subscription".
3. Click on the Cancelled tab.
4. Click on Reactivate account.

Can I get a trial extension?

We're generally able to offer one 7-day extension, but if you need more time, reach out to our support team - we're happy to look into whether we can offer additional time.

What are the different subscription plans and their costs?

We offer several subscription plans to meet different needs. Our plans include:

• Pro Plan: $24 per month
• Studio Plan: $39 per month
• Indie Plan: $79 per month
• Business Plan: $119 per month

For a detailed comparison of the features included in each plan, please visit our Pricing page.

Understanding Plan Limits and Calculations

How is my average order line item count calculated?

We calculate your average by dividing the last three months of order line item data by three and rounding down. For a more detailed explanation, you can read more here: How We Calculate Your Average Order Line Items.

My plan was upgraded due to exceeding the average order line item limit for my plan. How do I go back to my previous plan?

You will be able to move back to your previous plan as long as you meet these criteria:

• You are not utilizing any of the features specifically linked to the higher plan, and
• Your daily Average Order Line Items are lower than the plan threshold.