I don't understand why I was charged the amount I was charged.
We're sorry to hear you're confused! Whether you're on Standard or Premium, your bill will reflect the amount of active users on your account.
Standard pricing is based on the number of people participating in all of your pairing channels:
1-49 participants: $49
50-99 participants: $99
100-199 participants: $199
199+ participants: $150 for each additional 100 participants.
Premium pricing is $49 per month for your first 10 users + $5 per active user (over 10) per month. This includes everyone receiving introductions and messages from Donut, as well as Donut admins.
You can see your number of active users (and next payment estimate) in real time on the billing page, or check your receipt from Stripe which details how many users you're billed for.
I see adjustments on my Standard plan receipt, and the bill is more or less than I expected it to be.
If you change billing tiers mid-month, we pro-rate your bill for the remainder of the month to make it as fair as possible. Pro-ration will show up as adjustments on the receipt you receive via email from Stripe.
How does pro-rating work?
What does pro-rating mean? In short, we adjust next month's bill to account for the amount of time you spent last month in your new billing tier. This applies whether you drop up or down a tier, so you may notice either a surcharge or a refund as a result of billing pro-ration.
For example, let's say your monthly subscription is billed on May 1st, and from May 1st-May 14th, you have 45 people in your Donut channel. On May 15th, 10 new people join, which brings your channel total to 55 people. Your channel remains at 55 people through July.
Your bill would look something like this:
- May 1st: $49 for up to 49 users in May
- June 1st: $123.50 for up to 99 users in June + 99 users for half of May
- July 1st: $99 for up to 99 users.
Of course, folks may join and leave the channel over the course of the month, so you may notice many smaller pro-rations than in this simplified example. If you have any questions around how pro-rating works, or believe your bill is incorrect, reach out via the purple chat button in the lower right-hand corner of the screen, and we'll address it for you ASAP.
There are more users than I anticipated, and I'd prefer to pay just for my team.
No problem! You're welcome to pay individually for channel(s) that belong to your team. Send us a chat, and we'll walk you through next steps.
How can I update the billing email or credit card?
Account owners can update the billing email or credit card info anytime right on the billing page in the dashboard. Account owners are folks that originally selected the paid Donut plan and added the credit card.
I can't seem to access billing settings. What's going on?
If you're not an account owner, you won't be able to see the "update billing details" button on the billing page. If you still need to make changes, reach out to the account owner or hit the purple chat button and we'll be right with you.
I can't find my receipt in my email. How can I get another copy?
We're happy to send another copy your way. Contact us via the purple chat button, and please be sure to include the email address where we should send the receipt, as well as the transaction month.
I'd like to add an address, change a company name, or specify a VAT for my receipt. How can I do that?
We're happy to help! Just hit the purple chat button, and we'll take care of it ASAP.