Plans and Billing II

TABLE OF CONTENTS

• Payment to Formstack Failed
• Formstack and Documents Billing
• Change Billing Information
• Pricing and Plan Changes FAQ
• Formstack Subscription Plan Names
• Billing FAQS
• Billing - How to Change Plan Type
• FAQ

Payment to Formstack Failed

If your Formstack payment subscription does not succeed, please review: 

1. The balance on the current payment card.
2. Login as an Admin on Formstack to view the payment details to ensure the card's last four digits and the expiration date are current.
3. Update the card on the Formstack account. 
4. Contact your banking institution to ensure there are no holds or blocks.

Where can I find my account billing information?

You may have noticed some minor changes to your Formstack account billing experience. That’s because we’ve centralized the billing location across the Formstack apps! 

Why? 

As customers continue to adopt the full Formstack platform, we wanted to make sure billing was a simple and painless process. We decided that rather than managing billing across three different apps, we would move billing to a single location. 

What does this mean for me? 

Over the next few months, your billing location will change from an in-app location to being managed in the Admin Panel. Depending on your account type, here, you’ll be able to review your plan details and update your account billing information.

 

Who is able to view billing information? 

Billing information can only be viewed and updated by an account administrator. 

However, this update to the billing experience means that account administrators no longer need to be a user on any of the accounts in their Formstack App Stack. Now, all user seats can be reserved for users who are actually building solutions in-app, rather than the account administrator.

 

How is billing for my Forms account changing?

Once your account has been moved to the new billing location, the next time you need to make a change, simply select Billing from the menu dropdown of the Forms account. This will direct you to the new billing page in the Admin Panel. 

How is billing for my Documents account changing?

Once your account has been moved to the new billing location, the next time you want to review your plan or update your billing contact, for example, simply select Billing from the menu dropdown of your Documents account. This will direct you to the new billing page in the Admin Panel. 

How is billing for my Sign account changing?

Once your account has been moved to the new billing location, the next time you want to review your plan or update your billing contact, for example, simply select Billing from the menu dropdown of your Formstack Sign account. This will direct you to the new billing page in the Admin Panel.

Managing users in Formstack Sign

We’re introducing a new user management experience to Formstack Sign. Rather than purchasing additional Formstack Sign licenses to grant access to your team, you will now add user seats to your account. You will still purchase user seats by talking to your Account Manager, but now, when you need to add, remove, or update a user, you can do so from your account’s Admin Panel. 

Check out the video below to learn more about how user management will work in Formstack Sign.

Note: For special billing accounts, your experience may be slightly different from what is depicted.

Formstack and Documents Billing

If you only have a Documents account:

• Credit card charges will display as making a payment to Formstack, LLC
• Payment confirmation emails will now come from finance@platinumpartner.com.au
• You will still see your invoices under your My Billing profile in Formstack Documents

If you have a Formstack and Documents account:

• You will now see charges for both accounts in one invoice
• Your Formstack Documents merge reset dates will not change

If you are trialing a Documents account:

• When you sign up for a trial, you will receive a welcome email and verify account emails from Documents and/or Formstack
• Payment confirmation emails will come from Formstack, as shown below

Change Billing Information

Easily view and update your Formstack billing information.

Step 1: Select the Profile tab.

Step 2: Click Billing from the list of options to view the Modify Your Billing Information section to view and update the linked credit card information, toggle to annual billing, and modify your personal information.

Step 3: From the Billing tab, view the Invoices option to view previous payments.

NOTE: The invoice receipts will be emailed to the Formstack Admin that purchased the account unless another email address is specified.

Pricing and Plan Changes FAQ

Why has my Formstack price changed?

As we continue to improve Formstack and introduce new product features, our plans and prices may change. We also may adjust plans and pricing to respond to local market changes, such as changes to local taxes or inflation.

When we change plans or prices, we’re always working to improve your Formstack experience and invest in continued product innovation.

Here are answers to a few common questions about price changes:

Why is my current Formstack plan going away?

Effective July 15, 2022, Formstack no longer offers or renews Forms Bronze or Documents Micro subscriptions. All existing customers of those plans will be migrated to Forms Starter and/or Documents Starter to give you access to more great features and make room for future product improvements.

How will I be notified?

If your plan or pricing is changing, Formstack will send an email to your account billing contact and whoever purchased the Formstack plan with details about the price change at least 30 days before the billing date on which your price will increase. A message about the changes will also be displayed when the billing contact, purchasing contact, and account admin log into Formstack.

When will the changes take effect?

After the notification has been received, the new plan or price will go into effect during your next billing cycle. The exact date is indicated on the email notification the billing contact received.

For monthly customers, you will see the price/plan on the following month’s bill. For annual customers, this will be reflected in the annual renewal price.

Can I keep the old plan price?

Out of fairness to all of our customers, the new plan prices apply to everyone once a price update is announced.

Formstack Subscription Plan Names

Subscription plan names may reflect updated naming conventions to unify our offerings and better serve the Formstack community. All features, functionality, users, etc. remain the same. Your service will not be impacted if you are currently subscribed to a plan whose plan name is not changing.
 

Forms:

Documents:*

*Documents customers on certain Healthcare plans may notice a name change. 

Sign:*

*Sign customers on certain Healtchare plans may notice a name change. 
 

Formstack for Salesforce:

No change to plan name.

Formstack Platform:

*The naming convention for your Platform's plan name may vary based on when you joined Formstack ie: Platform Teams vs Suite Teams.

Billing FAQS

How do I upgrade my account?

Information about upgrading your account can be found here.

Will I receive a credit or refund if I cancel/downgrade the account?

Per the Software Services Agreement, we do not issue refunds on downgrades or canceled accounts. You will continue to have access to your account until the end of your billing cycle. If you have questions please submit a Billing Support ticket.

Change from annual to monthly pricing

It is not possible to make this change through our plans page as it is other plan changes. In order to go from Annual to Monthly billing, you would need to contact the Formstack Support Team.

Change from monthly to annual pricing

A logged-in admin can change the billing plan from monthly to annual from their profile > Billing. Here, select Edit Payment Information to toggle to annual pricing. Review the pricing and confirm to update the billing type.

Payment failed

Reach out to Formstack Support with the last 4-digits of the card on file if you receive an error message when attempting a payment.  

How do I change my billing date?

We do not normally change billing dates but we can do it for a client once a year if they need to change the date of their charge. To make this change please reach out to Formstack Support and we can assist you with this issue.

Billing - How to Change Plan Type

Changing your plan type can be easily done online in just a few clicks.

Note: This article takes you through how to change your plan, but if you have more questions about how our billing page works, we'd recommend reviewing the Unified Billing FAQ for more information.

Log in to your Formstack account via https://admin.formstack.com/billing/manage. Once you're logged in, follow the steps below:
 

1. Click the Billing & Usage tab on the left
2. Click the Manage plan option
3. In the manage plan tab, click the plan you'd like to switch to and click save to finalize the changes. 
4. Note: The option to be billed annually will also appear on the right if you're on a Monthly plan
   
   And that's it, you're all set!

FAQ:

Can I change my Formstack app plan level at any time?

Yes*. You can do so from the Manage Your Plan page. You will be charged a prorated amount for an upgrade to your plan and a prorated credit will be added to your account for any downgrade.

*Some special billing setups will require you to contact a Formstack sales rep or customer success manager to make billing changes. 

How do I add more users or usage to my Formstack plan?

From the Billing & Plan Overview page, select Manage Your Plan. Click Add Additional Usage, then select the number of users or usage (i.e. forms, merges, etc) you would like to add to the respective app (Forms, Docs, or Sign). Once reviewed, click Buy Now to complete your purchase.

Once purchased, you can manage your users within the Manage Users tab and easily add people in bulk or individually while selecting the role and app access quickly.

See how to add users and manage their roles.

Why am I not able to make changes to my account billing?

If you are able to view the Billing page but aren’t able to make self-service changes to your account’s billing, you’re most likely paying manually via ACH or check or in a contract that does not allow self-service billing. Contact the Billing Team, your Account Manager, or your Customer Success Manager to make changes to your account.

If you aren’t able to view the Billing page from the Admin Panel, then you are a basic platform user who does not have the ability to manage billing. If you should have this access, please contact your account admin for assistance.

Can I remove user seats and app usage from my account?

No. It’s not possible to remove user seats or app usage at this time. Please contact our Billing Team for assistance.

NOTE:

• You have to be an Admin user or standard user with billing access permissions to perform this task.