Invoices and payment problems

Read the billing status banners, use the Stripe portal, understand card vs administrator-invoiced vs sponsored accounts, and cancel or undo a cancellation — all from Settings > Billing.

Where billing lives

Everything to do with paying for GridX Connect sits in Settings, on the Billing tab: your invoices, the banner that tells you when a payment needs attention, the controls to cancel or change your card, and — if you pay by card — the Stripe portal.

What you can do here depends on how your account is billed: by card, by an administrator's invoice, or by an eBay sponsorship. A billing problem never deletes your work — the on-screen messages say your data is preserved. Some problems are only a warning and you keep full access; others block the app until they are resolved.

> [!NOTE] > You do not change plans on the Billing tab. Every upgrade, downgrade or View plans button here sends you to the plan page. The Billing tab is for payments, invoices and your subscription status.

Before you start

• The controls in this article are in Settings > Billing.
• What you can do depends on your billing source — card, administrator-invoiced, or sponsored (see the table below).
• A payment problem preserves your listings, settings and data. The banners say so directly.

How you're billed changes what you can do

| How you're billed | What you get | |---|---| | You pay by card | The full self-serve kit: Open portal (change your card, view receipts), cancel your subscription, undo a cancellation, and adjust your spending limit. | | An administrator invoices you | No portal and no cancel button. You see the note "Your plan is admin-managed. Contact your administrator for cancellation or payment-method changes." You can still adjust your spending limit and view your invoices. | | eBay sponsors you | A read-only sponsorship card and the note "Your plan is sponsored. Contact support to discuss plan changes or graduation." No portal and no cancel. |

The Stripe portal (card accounts)

If you pay by card, the Manage payment method card in Billing carries the text "Update card, view receipts, or change plan in the Stripe Portal." and a button labelled Open portal. This is where you replace an expired or declined card and view your receipts. Accounts that are invoiced by an administrator have no card on file and therefore no portal — those changes go through your administrator instead.

Payment and status banners

When something needs your attention, a banner appears at the top of the Billing tab. These are the messages you may see:

| Banner | What it means | Button | |---|---|---| | Payment failed | "We could not charge your card for the last invoice. Update your payment method to keep your subscription active." You still have full access — this is the warning stage. | Update payment method | | Payment outstanding | "Your account has an unpaid invoice. Contact your admin to settle the balance via bank transfer — access continues until disconnect." This is the same stage on an invoiced account, where there is no card to fix. | Contact your admin | | Subscription disconnected | "Stripe has cancelled your subscription. Update your payment method to restore access — your data is preserved." The payment stayed unresolved and access is now blocked. | Update payment method | | Subscription cancelled | "Your subscription has ended. Contact support to reactivate when you are ready." A scheduled cancellation has now taken effect. | Contact support | | Account suspended | "Your account has been suspended. Contact support for help." Staff or an automatic rule has placed a hold. | Contact support | | Cancellation scheduled | "Your subscription ends on {date}. You can undo this any time before then." | Undo cancellation | | Billing is being updated | "Our billing system is being upgraded. Please check back in a few minutes — your subscription is unaffected." A short maintenance window; figures are hidden while it is up. | (wait and reload) |

Payment failed and Payment outstanding are the warning stage: GridX Connect keeps working and your listings, settings and data stay put. Fix the payment and the banner clears once the charge goes through. If a payment stays unresolved, the subscription is eventually ended — that is when you reach Subscription disconnected, and access is blocked until you restore payment. Whichever stage you are at, your data is preserved.

> [!TIP] > If a cancellation is scheduled, its banner can take the place of others — including a failed-payment warning. If a message you expected seems to be missing, open Settings > Billing and check the details directly.

Cancel and undo

Cancelling is scheduled, not instant, and you can reverse it right up to the end date.

1. Go to Settings > Billing. In the cancel area — headed Cancel subscription with the note "Cancellation can be undone any time before the period ends." — click the Cancel {plan name} button.
2. A confirmation window asks Cancel subscription? Choose Cancel subscription to go ahead, or Keep plan to back out.
3. Your cancellation is scheduled, not immediate. You keep everything until the end of the period you have already paid for, and the Cancellation scheduled banner shows the end date.
4. Changed your mind? Click Undo cancellation any time before that date and your plan carries on unchanged.
5. Once the date passes, the self-serve undo is gone. You then see Subscription cancelled, and reactivating means you Contact support.

Only card accounts can cancel themselves this way. If you are invoiced by an administrator or sponsored by eBay, there is no cancel button — you contact your administrator or support instead, using the note on your Billing tab.

Your invoices

Your invoices are listed on the same Settings > Billing tab. The table shows each invoice's period, amount, status and source, along with a receipt. Card invoices carry a View link to open the receipt; rows recorded by an administrator are marked as such and have no downloadable receipt. If you have not been invoiced yet, the table tells you your first invoice arrives at the start of next month.

To change the card those invoices are charged to, use Open portal (card accounts). On an invoiced account there is no card on file — contact your administrator to settle a balance by bank transfer.

If something goes wrong

• Payment failed and you can't find where to fix it. On a card account, click Open portal and update your card. The banner clears once the charge succeeds. On an invoiced account you see Payment outstanding instead — click Contact your admin and settle the balance by bank transfer.
• You're locked out of the app. A blocked state means either Subscription disconnected (a payment stayed unresolved) or Account suspended (a hold was placed on the account). Your listings, settings and data are preserved. The way back is on the message: update your payment method, or contact support.
• There's no portal and no cancel button. Your account is invoiced by an administrator or sponsored by eBay. Use the note on your Billing tab — "Your plan is admin-managed. Contact your administrator..." or "Your plan is sponsored. Contact support..." — to reach the right person.
• A banner you expected isn't showing. A scheduled cancellation can cover other billing messages. Open Settings > Billing and read the details there rather than relying on the banner alone.
• The Billing tab says it's being updated. "Our billing system is being upgraded... your subscription is unaffected." Wait a few minutes and reload; your figures return once the short maintenance window ends.