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Kartra: Billing FAQ

Below are some of the most commonly asked questions about purchasing Kartra, invoices, and other billing related questions. 

 

Common Questions

 

Q: How can I contact support?

You can contact support by clicking the lifebuoy icon in Kartra (See Below). This will open the Kartra wiki, with a “Contact Us” button at the bottom. Click it to submit a support ticket.

You can also email support at [email protected].

Kartra Support

Q: Where is the Billing Policy?

To see our current billing policy, please see: Kartra Billing Policies  

 

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Information About Your Account

Q: Where is my Billing Profile?

A: Your Billing Profile can be located by clicking your profile icon in the upper right corner of the page. In the dropdown menu choose "Billing" where you can see your invoice, usage of contacts, emails sent, bandwidth usage, custom domains, or other overages.

Kartra Billing
 

Q: When is my next billing date?

A: Your next billing date can be seen in "Billing" where the date appears in the "Next Bill" box (See Below).

 

Q: How can I see how much I owe on my account?

A: You can see your upcoming invoice amount and previous amount on the Billing Plan Page. The amount will appear beside "Next Bill" (See Below).

 

Q: How can I see my usage?

A: On this page, you can see the number of leads you have currently, the number of emails you have sent, and the amount of bandwidth you have used (Box Marked #2 Below). 

 

Q: What if I go over?

Overages for email and bandwidth usage are charged based on fees with the Kartra End User Agreement and available on Kartra Billing Policies.

Your account will automatically be upgraded the following month if your leads exceed your package allotment.

If you decide to upgrade, click the green "Upgrade" button on the package you desire. Your new usage allotments will go into effect the following month. Overages are charged based on the package subscription active at the time of their being incurred. 

 

Kartra Billing Payments

 

Q: Why was my monthly subscription higher this month?

A: This is due to overage charges, such as contacts, emails sent, bandwidth usage, and custom domains. You can review invoices, charges, and overages within your Billing Profile (Marked Above).

These may continue to be added to monthly fees if not reduced to below the package limits.

Overage fees rates: Billing Policies

 

Q: How can I get copies of my invoice?

A: Your invoice can be accessed by logging into your account and checking your “Billing Profile.” Click “Payment History” to see your payment history, invoice charges and number. Under the “Action” column you can click the paper icon to download your Invoice.

Kartra Billing Invoices

 

 

Q: How can I change my payment method?

A: Go to Billing, then "Payment Details." On this page, you can change your credit card or billing information. Just be sure to enter all the information correctly and press "Save Changes" (Marked #3 Below).  You can change to another major credit card which includes MasterCard, Visa, Discover, and American Express.

If you need additional help, please email support at [email protected].

Kartra Billing Details

 

 

 


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General Questions

Q: How can I change ownership of my account?

A: Kartra accounts have a Limited License. Accounts can not be sold or transferred. Team Members can be added via your profile.  

 

Q: I haven't used this system, why am I being charged?

A: Kartra is a subscription billing service. This can be compared to an insurance service or monthly gym subscription services.

Subscription billing is based on product and service availability, not usage, and will be charged regardless of usage during billing period. Certain fees such as overages are use based on package limits, and may continue to be added to monthly fees if not reduced to less than package based allocated amounts.

 

Q: How can I reduce my monthly fees?

A: To prevent or reduce overage charges you will need to decrease your usage to less than package based limits.  Usage fees are typically for contacts, emails sent, bandwidth usage, and custom domains. You can review invoices, charges, and overages within your Billing Profile.

If you are below the limits of a lower package, you can contact support to downgrade your account.

 

Q: What forms of payment do you accept?

A: We accept all major credit cards, including MasterCard, Visa, Discover, and American Express.

 

Q: Can I split my payment between two different cards?

A: Kartra payments can only be charged to one card.

 

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Changes in your account

Q: How can I upgrade?

A: Go to your Billing Profile. Here you will find the different packages available. Click the green "Upgrade" button on the package you want. Your new usage allotments will go into effect the following month. Overages are charged based on the package subscription active at the time of their being incurred. 

Overages for email and bandwidth usage are charged based on fees with the Kartra End User Agreement and available on Kartra Billing Policies.

Your account will automatically be upgraded the following month if your leads exceed your package allotment.

Kartra Billing Payments

 

Q: How can I downgrade?

A: You will need to check your account to ensure you are below the limits of the lower package.

If you aren't certain, please go to your Billing Profile and take a screenshot similar to above, making note of the number of Custom Domains you have (visit custom domains). Send your screenshot and custom domain information to support: [email protected]

 

Q: Can I put my account on hold?

A: You can contact Support [email protected] to temporarily cancel your Kartra account and the support team will give you a link to reactivate your account when you're ready.

 

Q: Can I get a Refund?

For Kartra monthly purchases, refunds are only given in the first month of a subscription, and only if the refund request is made within 30 days of the purchase. Refunds are not given on overage charges.

 

Q: When will I see my refund?

Depending on the credit card bank you use, it may take 5 - 10 business days to fully process the return on their end.

 

Q: How can I cancel?

A: Please contact [email protected] Cancellation requests must be done via email. Subscription cancellations must be requested at least 10 days prior to the next billing date to avoid being charged. Access to the account will end upon cancellation. Kartra will not offer prorated refunds on any portion of unused subscription services.

Cancellation of your Kartra account does not dismiss outstanding fees that may have resulted from overages or other outstanding fees that were agreed to prior to cancellation. 

 

Q: I canceled my account, why is Kartra contacting me about an outstanding balance?

A: Cancellation of your Kartra account does not dismiss outstanding fees that may have resulted from overages or other outstanding fees that were agreed to prior to cancellation. Please Submit a ticket to [email protected] regarding any questions or to make payments.


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