Managing Your Subscription

Every paid connector your organization holds is billed together on one subscription. One payment, one renewal date, and one multi-connector discount that applies to all of them.

Your subscription appears on the Billing page in a card called Your subscription. It lists each paid connector with its plan and its list price, the date of your next bill, how many paid connectors you hold, and the multi-connector discount you currently earn.

The Billing page is the one place a subscription is changed. Adding a connector, changing a plan, taking one off, and ending the subscription all happen there, and every one of them is priced before it happens.

Who can change the subscription

The subscription is managed from the Billing page. Changing the subscription — adding a connector, changing a plan, taking one off — is open to the account owner and to Administrators. Ending the whole subscription, payment methods, invoices and credits stay with the account owner: the primary owner and any co-owner. An Administrator opening Billing sees the subscription and its connector rows, with a line at the top saying payment details are managed by the account owner. Members see only that note.

If your permission changes while you have a change dialog open, the change is refused when you confirm it and you are told why. Nothing is charged.

Bundle discount tiers

Paid connectors after your first earn a recurring discount across everything on the subscription. The rung is set by how many paid connectors you are billed for:

Five or more is a floor, not a cap on the count. A sixth connector stays at 40%, and taking one off a six-connector subscription leaves you at 40% as well. Below that, adding a paid connector moves you up a rung and removing one moves you down.

The rung is recalculated automatically every time the subscription changes. The current percentage is always shown on the card, and the percentage you will be on is shown before you confirm any change.

A connector scheduled to leave at the end of the term still counts until its date arrives, so scheduling a removal does not lower your discount today.

You always see the cost before you confirm

Every change here is priced before it happens. When you open one of the actions below, StackJack asks the payment provider what the change would actually cost and shows you:

• a plain sentence describing what the change does,
• what is charged or credited today,
• the date and amount of your next bill,
• and the multi-connector discount you will be on afterwards.

Only then does the Confirm button become available. If the change cannot be priced, the reason appears in the dialog and Confirm stays disabled, so a change that would be refused is never charged to your card.

Some changes move no money today. Those say so in words rather than showing a zero, because a zero would read as "this is free" when the real answer is "nothing is settled today".

Where the actions live

There are two places on the Billing page that show your connectors, and both now lead to the same dialogs:

• The subscription card at the top has Change tier and Remove on each row, Add a connector below the table, and Cancel my subscription on its own at the bottom.
• The connector list further down the page shows every connector, paid or free. A connector billed on your subscription carries Change plan and Remove, which open the card's own dialogs. Update payment stays where it was.

A connector row has no cancellation link. Cancel my subscription is the one way to end the whole subscription, described below.

On the Connectors page, a paid connector's button reads Manage on Billing and takes you to the Billing page with that connector's removal dialog already open. Legacy website subscriptions keep their Cancel Plan button on that page, because each of those bills one connector on its own.

Add a connector

1. On the subscription card, select Add a connector.
2. Choose the connector, then choose the plan. Only connectors you are not already paying for appear, and only the plans that are actually available for that connector.
3. The dialog states the timing in one line: added today, charged today for the rest of the current period, and on every bill after that.
4. Review what is charged today and what your next bill becomes, then select Confirm and pay.

The connector joins the subscription you already have, so you do not end up with a second bill or a second renewal date.

If you have no paid connector yet, the card says so and points you at Upgrade on a connector below: your first paid connector is what creates your subscription.

Change a connector's plan

1. Select Change tier on the card's row, or Change plan on the connector's row further down. Both open the same dialog.
2. Choose the new plan. Its list price is shown next to it.
3. A line above the picker states the timing before the quote arrives: moving up is charged today, prorated for the rest of the current period; moving down takes effect on your renewal date, and you keep the higher plan until then.
4. Review the priced summary and select Confirm the change.

Remove a connector

Select Remove on the connector, from either place. You are offered two choices, and the connector keeps working either way, on the Free plan:

• Keep it until the paid term ends. Nothing is charged or refunded today. The connector stays on its paid plan until your renewal date, then moves to Free.
• Remove it now and give back the unused time. The connector comes off this bill today and moves to Free straight away. What comes back for the unused part of the period depends on how that period was paid: a refund to your payment method (which the payment provider can still reject), a credit on your account, or nothing when nothing was paid for it (for example during a trial). The completion message tells you which one happened.

Both options are shown with their own priced summary, so you can compare before choosing.

A connector you scheduled to leave at the end of the term keeps its paid plan, keeps being billed, and keeps counting toward your discount rung until its date. Its row shows Leaves and the date. Its tier cannot be changed while the removal stands, and a second removal of the same connector is refused as already scheduled.

Changed your mind? Select "Keep it" beside the leaving date. The connector stays on its current plan and keeps billing on your subscription exactly as before. Nothing is charged, nothing is refunded, and your multi-connector discount is unchanged, because nothing is sent to your payment provider at all. Keeping a connector also clears the way to change its plan again. If the renewal date has already passed and the removal has taken effect, the button tells you so instead — the connector is on Free by then, and the way back is to add it again.

Removing the last connector you are still paying for works differently — see just below.

Removing the last connector you are paying for

If the connector you are removing is the last one you would still be billed for, keeping it until the paid term ends ends the whole subscription at your renewal date rather than just taking that one connector off it. The summary in the dialog says so before you confirm. Everything keeps working and stays billed until that date, and every connector then moves to the Free plan and keeps working.

That applies in two situations: it is the only connector you are still paying for, or every other one is already scheduled to leave at the same renewal.

The remove it now choice differs between the two:

• It is your only paid connector. Removing it now closes the subscription today and gives you back the unused part of the period you already paid for. If you pay by card, that comes back to the card you paid with, and the payment provider reviews it first, so it can take a few days to arrive. If you are invoiced, it is credited against what you owe. The dialog shows the estimated amount and which of the two it is before you confirm.

  If we cannot work out what you paid for the current period, the change is refused rather than going ahead, so you are never left with the subscription closed and nothing given back. Removing at the end of the current period still works, and costs nothing extra.

• The others are already scheduled to leave. Removing it now is shown but cannot be confirmed, because closing the subscription today would cut short the paid term of the connectors still on it. The dialog asks you to remove it at the end of the current period instead, which reaches the same end state on your renewal date.

Cancel the whole subscription

Cancel my subscription sits on its own at the bottom of the card, apart from everything else, because it is the only action there that ends all of them at once.

Choosing it opens one dialog first. It names how many paid connectors are on the subscription, says the subscription ends at the end of the paid term with the date, says each connector keeps working on the Free plan afterwards, and points you at Remove on a single row if you only meant to stop paying for one connector. Confirming takes you to your payment provider's own cancellation page, which is where the final terms are stated and where the decision can be taken back.

If you are paying for exactly one connector, this button opens the ordinary Remove dialog for that connector instead, because removing your last paid connector at the end of the term already ends the subscription.

Move another subscription into your bundle

If your organization ended up with more than one subscription, the card offers Move my other subscription into this bundle, and each of those connectors' rows offers Move onto my subscription. It closes the other subscription, moves its connectors onto this one, and leaves you with a single bill, a single renewal date, and one multi-connector discount across everything.

You are charged today for the connectors that move across, prorated for the rest of the current period, and you get back the part of the other subscription's period you had already paid for and will no longer use. The dialog shows the estimated amount before you confirm. As with a removal, a card payment comes back to the card after the payment provider reviews it, and an invoiced account is credited.

If we cannot see a payment for the other subscription's current period — most often because its first invoice has not been issued yet — the move still goes ahead, because leaving you on two subscriptions would cost you more. The dialog says so instead of quoting an amount. Contact support if you were charged for time you do not end up using.

The move happens in steps: your subscription grows first, then the other one is closed. If it stops between those two steps you are live on both subscriptions and billed for both until support finishes it. The dialog says so when it happens — see If a change is refused or stops part-way. Do not run it again; contact support.

The button appears only when a second subscription actually exists, together with a You have more than one subscription note. If you never see either, you already have one bill.

The button moves one subscription at a time. If you have more than two, run it again after each move, or ask support to combine them all at once.

A subscription your organization pays for that no longer has an active connector row pointing at it cannot be moved in by name. Contact support to reconcile it first.

We combine them for you

You do not have to press the button. When StackJack finds a second subscription on your account, it combines it into your existing one automatically, so you are not left paying two bills for connectors that belong on one. The unused days on the closed subscription are refunded to your payment method, the prorated remainder of the current period for the moved connectors is charged on the surviving subscription, and every connector keeps working on the same plan with the same settings.

We email the account owner when this happens, naming which connectors moved and where to manage the subscription from here. The payment provider sends its own emails about the closed subscription, the refund, and the charge; those are the same steps, not separate changes.

If you are on the Tech Tribe offer

A subscription running the Tech Tribe offer carries a Tech Tribe offer badge and one sentence saying when the offer runs until. While it runs, the change actions on that subscription are shown but disabled, and the same sentence explains why when you hover them.

The offer cannot be combined with the multi-connector discount, so StackJack will not change the connectors on a subscription carrying it — any change would replace the offer with the ordinary discount and end your free period early. Connector changes open up as soon as the offer period ends. To put another connector on the offer in the meantime, claim it at stackjack.io/techtribe; it arrives as its own subscription and stays separate until the offer ends, and you can move it in from the card afterwards.

Because the offer is not the multi-connector discount, the card shows no discount percentage while it runs. That is deliberate: printing a percentage you are not earning would be a wrong figure about your bill.

If you buy from the website instead

You can still buy a new subscription from the StackJack website; nothing about first-time checkout has changed.

If you already have a subscription and start a checkout on the website, the site checks the email address you enter and stops you with a panel headed "You already have a StackJack subscription". It explains that adding or changing connectors from your Portal puts them on the bill you already have with the multi-connector discount applied, offers a button that opens your Portal billing page, and offers a support link if the organization it found is not yours. No purchase is made from that panel.

If the check cannot reach StackJack for any reason, the website simply continues to checkout. A check never blocks a purchase.

If a change is refused or stops part-way

Refused before anything moves

Some changes are deliberately blocked. The dialog tells you which one applies, and nothing is charged — a refusal is raised before any money moves, and the same action works once the cause is fixed:

• A plan StackJack support set up for you. If support arranged a special plan or linked a subscription for you by hand, self-service changes leave it alone. Contact support to change it.
• A connector already on the subscription. Use Change plan instead of adding it again.
• A connector billed on a different subscription of yours. Adding it here would bill it twice. Move that subscription in first.
• A plan that is not available for that connector. Only the plans shown in the picker can be bought.
• The plan it is already on. A tier change to the current plan changes nothing.
• A removal that is already scheduled. The row shows the date it takes effect. A connector scheduled to leave also cannot have its tier changed until then — use Keep it first if you want to keep it and change its plan.
• Nothing scheduled to keep. Keep it is refused when the removal has already taken effect, which can happen if your renewal date passed while the page was open.
• The Tech Tribe offer is running. See the section above. Changes open up when the offer period ends.
• Removing now would cut short the connectors still on the subscription. Remove it at the end of the current period instead.
• A subscription that cannot be moved in. It is not confirmed as your account's alone, your provider does not hold it in a state that can be merged, or it bills an Agent Runner plan, which cannot share a subscription with connectors.
• What you paid for the current period cannot be established. Anything that would end a paid period early is refused rather than going ahead, so you are never left with the subscription closed and nothing given back. The end-of-period choice still works and costs nothing extra.

Another change is already running

If a second change is in progress, the dialog says nothing was changed and asks you to wait a moment and try again. That is safe to retry.

The outcome is unknown, or part of it landed

Two messages mean the change did not simply fail, and both ask you to contact support rather than retry:

• "This change was already started and we cannot tell whether it finished." StackJack stopped before writing to the payment provider on this attempt, so you have not been charged twice, but the earlier attempt's state cannot be read from here. StackJack does not retry it for you, because a silent second attempt could charge or combine twice. Where this happens on an end-of-term removal, your request is already recorded and still takes effect on your renewal date, so asking for the same removal again is refused as already scheduled. Support can confirm what is recorded.
• "Part of this change was applied and the rest was stopped." Money has already moved. After a partial move-in, your organization can be live on two subscriptions and billed for both until support finishes combining them by hand. Support will complete the change and correct anything you were charged.

A refused-looking message does not always mean nothing was charged. Read which of the messages above you got: only the first two state that nothing moved.

If you think a refusal is wrong, contact support with the connector name and what you were trying to do.

Related pages

• How billing works
• The Billing page
• Upgrading a connector plan
• Canceling, downgrades, and payment issues
• How live pricing is displayed
• Agent Runner plans and concurrency slots