Billing issues: Investigating Your Billing

First step: Review your invoices

Your invoices should clearly show a breakdown of your billing, including the plan you're on and any changes to this, as well as any discounts and/or credits applied. 

You can see your invoices by going to your Kiroku sidebar and selecting 'Settings' > Subscriptions > 'View Billing Details' 

Below are some common queries around billing, and the most common explanations for these. 

I've been billed for more than expected

What may have happened:

• A discount code may have expired: Many users will sign up with an offer code which gives a discount for a certain number of months. This is usually anywhere from 2-24 months, giving a 10-50% discount. When an offer expires your subscription cost will increase.
  
  If you look at your invoices, you'll see a line with details on any discount that was applied.
• You may have used pay-as-you go credits: If you're on Essential, your subscription gives you a number of credits (generally 500) for using premium features. If you use these up, you have the option to set a pay-as-you-go limit and continue using these features. You will only be charged for what you use, and usage is capped at the limit you set, e.g. £20. 
  
  Any pay-as-you-go usage will be billed at the end of your billing cycle and will be added to your standard monthly invoice. If you look at your invoices, you'll see a line with details on any pay-as-you-go charges.

I've cancelled but I've still been billed

What may have happened:

• Cancellation was completed following the invoice being issued/paid: You might have cancelled only after the invoice was issued. You'll retain access for the month you've paid for, then your subscription will end. 
• You may have cancelled but had an outstanding invoice: An invoice is issued and automatically billed each month/year in line with your subscription start date+time. Sometimes an invoice payment needs to be retried a few times before payment is successful (this is most commonly due to insufficient funds on the card). If you cancel after an invoice has been issued, this does not void the outstanding invoice. You continue to have access for the billed month and your cancellation will take effect at the end of that billing period. 
• The cancellation confirmation steps weren't completed: After clicking the cancellation button, there are a couple of quick confirmation steps required before your cancellation is completed. This is to prevent accidental cancellation, and is an opportunity for us to offer support options, which you may be interested in pursuing rather than cancelling. If you didn't complete these steps, your subscription won't have been cancelled.  
  
  You can check if your subscription is cancelled from the Subscriptions tab. If you see a date in the 'Next payment due on' field, your subscription has not been cancelled. 
• The subscription was never cancelled, only paused: When cancelling, we offer the alternative to pause your subscription for a given number of months. Sometimes users will choose to pause instead of cancel, miss the reminder emails that their subscription is restarting, and be taken by surprise when the subscription resumes. 
  
  If you've been suddenly billed after many months, this may be the case.