Billing FAQ
  • 27 Feb 2023
  • 5 Minutes to read
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Billing FAQ

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Article Summary

What is a Builder?

Builders are members of your team (not testers) that have a role in running the test, managing feedback, or evaluating results.

Think of Builders as everyone with a role higher than your testers.

What is the Audience?

Your Audience is the group of people involved in testing your products.

This could be customers, users from your target market, fans, or even employees if you’re running a dogfooding program.

What is a Project?

A project is a private workspace, typically focused on testing a specific product or release.

Each project has its own collection of users, feedback, dashboards, and much more.

Which payment methods are accepted?

At this time, we are only accepting credit card payments through Stripe. For banks located in Europe and India, the purchase may need to be verified through Stripe before the payment is processed.

Why was my payment method rejected?

There are a few reasons why a payment method might be rejected when attempting to make a payment to Centercode via Stripe:

  1. The card on file has expired or has insufficient funds.
  2. Stripe's anti-fraud measures have blocked payment until someone manually verifies the purchase.
  3. The card on file is attached to a European or Indian bank, and the cardholder needs to confirm the purchase using the verification methods set in place by Stripe.

If the payment method is rejected, the reason will be displayed on the Stripe dashboard and the Centercode Account Owner will receive an email notification from Stripe (this notification may take up to 5 business days).

What should I do if my payment method is rejected?

Stripe may take up to 5 business days to process payments.

If the payment method has insufficient funds to complete the purchase, Stripe will ask for a different payment method.

If the payment method has been rejected for reasons other than insufficient funds, an email will be sent to the Centercode Account Owner with further instructions on how to proceed with completing the transaction. It may take up to 5 days to receive this email from Stripe.

How do I change the payment method for my subscription?

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To change the payment method, the Centercode Account Owner will need to access the Billing Center from the Centercode Subscription Dashboard (via the Centercode Support dropdown). In the Billing Center, click the pencil icon next to the existing payment method under “Current Plan” or click “Add payment method” under “Payment Method”.

How do I manage my billing?

Billing information can be viewed and managed via the Billing Center. Only the Centercode Account Owner has access to the Billing Center.

How are our charges calculated?

Each month, on the first day of your billing period (the day you upgraded to Delta Edition), you will be charged a flat rate for the number of builder accounts you currently have in your site. For example: If the first day of your billing period is the 11th and you have 5 builder seats, you'll be charged for 5 builder seats on the 11th.

How do I manage my seats/people/users?

In Centercode Beta Edition: There is only one builder seat and one project, so you won't have any other seats to manage.

For Centercode Delta Edition: If it becomes necessary to free up or reduce the number of Builder seats on your account, the Centercode Account Owner can remove users using the Subscription Dashboard.

In the Subscription Dashboard, hover over the user’s name, then click X to remove that user from your community and any projects they're in. If you don’t see an X, it’s because that user is either: the Centercode Account Owner, the only administrator in the community, or the only project manager in a project. Since you always need a designated user to manage permissions inside your project or community, you will not be allowed to remove them until you add another Builder account (admin or project manager) to the project to take their place.

If you're the Centercode Account Owner and you need to remove yourself or transfer that role to someone else, reach out to us via in-site support chat or at [email protected] for assistance.

Will I be charged sales tax?

No, you will not be charged sales tax.

Where can I find my invoices?

The Centercode Account Owner will receive an email with a link to the invoice, including an option to download a PDF copy. Invoice links are valid for 30 days after the payment due date. After 30 days, that link will redirect to a page where you can contact Centercode to request a new invoice link.

Can I get a refund on my Centercode subscription?

We do not offer refunds for charges that have been made to an account. Centercode only bills based on the number of builders present in the platform on your billing date.

How does pricing work?

Centercode bills a flat rate for the number of builder accounts present in the platform on the first day of the billing period. For example, if the first day of your Centercode billing period is the 11th and you have 5 builder seats, you'll be charged for 5 builder seats on the 11th.

Do you offer discounts for startups?

No, we are not offering discounts for startups at this time.

Can I pay monthly?

Currently, we only offer monthly plans for our self-service editions. If you're interested in an annual plan, connect with our sales team.

How is my billing period determined?

Your Centercode billing period is determined by the date that the upgrade to Centercode Delta Edition is initiated. That upgrade date will become the first day of your Centercode billing period for each month following. For example, if you upgrade to Delta on the first of the current month, then your account will be charged on the first of each month following the upgrade.

What about when a billing cycle starts on the 31st?

If a month doesn’t have the established billing date, the subscription will be billed on the last day of the month. For example, a subscription starting on January 31 bills on February 28 (or February 29 in a leap year), then March 31, April 30, and so on.

Who has access to my credit card information?

Stripe handles all backend credit card transactions. Centercode employees do not have access to full credit card details.

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