Plan requirement
| Subscription | Any plan |
Marketplace apps are charged monthly to a card and sit outside the ordinary invoice run, and cancelling one means uninstalling it.
How it is billed
Marketplace apps are charged monthly to the card held for the subscription. They sit outside the ordinary invoice run, which is why they never appear on the invoices you get on the 7th and the 21st.
There is no UBL file for these, and they cannot be paid by bank transfer.
Where to manage it
Receipts for these subscriptions are in Invoices under My pluscloud, alongside your ordinary invoices, and you reach them with the same help centre sign-in.
They are matched on your email address exactly, and that is the part worth knowing before you go looking. These subscriptions are tied to the address the app was bought under, not to your organisation, so a colleague in the same company does not see them and neither do you if you sign in with a different address. Nothing has gone wrong when that happens; it looks like a permissions problem and it is not one. Sign in with the address the app was bought under, or ask us which one that is.
Two things about that list will look odd if you are expecting your ordinary invoice. The amounts are in US dollars, and the numbers are not our invoice references but the ones from the payment provider. It is a separate ledger from the invoices that arrive on the 7th and the 21st. The view opens on the current year, so switch the filter to All if what you want is older.
Changing the card
From Invoices, choose Change billing details. That page holds no card number itself; it has one button, Open at Stripe, which takes you to the payment provider's own portal, and the card is changed there.
Annual invoicing
Possible on request rather than as a standing option, and looked at case by case. Ask us if you would rather have one invoice a year than twelve card payments.
Cancelling: uninstall, do not disable
This is the one that costs people money. Disabling an app keeps its settings and its data, and it also keeps the subscription running. Only uninstalling ends the billing.
You do it in the app management in Admin Center: hover over the app, open its settings icon and choose Uninstall.
An app that has been switched off for months is still being paid for, and nothing tells you so until somebody looks. They are not hidden, though: disabled apps sit in their own section on the same page, which makes this a five-minute check rather than an investigation.
Uninstalling is not a penalty either. What is left of the month is refunded to the card, so there is no reason to keep a paid app running until a billing date comes round.
Before you cancel
If the app is not doing what you need, raise it with us first. Tell us what is missing: some of it turns out to be configuration, and some of it becomes the next version.
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