Answers to common questions about billing, payments, and subscriptions on Guildbase.
General Questions
When will I be charged?
For monthly plans, you're charged on the same date each month (e.g., if you subscribed on the 15th, you'll be charged on the 15th). For annual plans, you're charged once per year on your subscription anniversary.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, and Discover credit/debit cards. We don't currently accept PayPal, bank transfers, or cryptocurrency.
Is my payment information secure?
Yes. We use Stripe to process payments. Your card details are never stored on our servers - they're handled entirely by Stripe, which is PCI-DSS Level 1 certified.
Can I get a receipt for my payment?
Yes. Invoices are automatically generated for every payment. You can download them from your Billing page at any time.
Do you offer discounts for non-profits?
Yes, we offer special pricing for registered non-profit organisations and educational institutions. Contact support with proof of your status.
Plan Changes
What happens when I upgrade mid-cycle?
You're charged the prorated difference immediately. For example, if you upgrade 15 days into your month, you pay half the price difference for the remaining 15 days. Your billing date stays the same.
What happens when I downgrade?
You keep your current plan features until the end of your billing period, then switch to the lower plan. Any unused credit is applied to future charges.
Can I switch from monthly to annual billing?
Yes. Go to Billing → Change Plan and select annual billing. You'll receive credit for your remaining monthly time and be charged the annual rate.
What if I exceed my plan limits?
You can't create more templates or add more team members than your plan allows. Upgrade to increase your limits, or remove existing items to stay within your current plan.
Cancellation & Refunds
How do I cancel my subscription?
Go to Billing and click "Cancel Subscription." You can choose to cancel immediately or at the end of your billing period. No need to contact support.
What happens to my data if I cancel?
Your guild, applications, and all data remain intact. You'll just be limited to Free plan features. Nothing is deleted when you cancel.
Can I get a refund?
We offer refunds within 7 days of payment for unused service. Contact support with your invoice number. Refunds are processed to your original payment method within 5-10 business days.
Will I lose my templates if I downgrade?
No, templates are never deleted. If you have more active templates than your new plan allows, excess templates will be unpublished. You can re-publish them if you upgrade again.
Payment Issues
Why was my payment declined?
Common reasons include: insufficient funds, expired card, incorrect details, or bank fraud protection. Try updating your card or contact your bank if the issue persists.
What happens if my payment fails?
We'll email you and retry the payment automatically. After 3 failed attempts over 8 days, your subscription is paused and Pro features are temporarily disabled until payment succeeds.
I was charged twice. What should I do?
This is rare but can happen with retries or bank holds. Check that both charges cleared (not pending). Contact support with your invoice numbers and we'll investigate and refund any duplicate charges.
Can I change my billing email?
Invoices are sent to the guild owner's email address. To change it, update your account email in your profile settings.
Enterprise & Custom Plans
How do I get Enterprise pricing?
Contact our sales team through the website. We'll discuss your needs and create a custom quote. Enterprise plans include dedicated support and custom terms.
Can I pay by invoice for Enterprise?
Yes, Enterprise customers can pay by invoice with NET-30 terms. We'll set this up as part of your custom agreement.
Do you offer volume discounts for multiple guilds?
Yes. If you manage multiple guilds, contact sales for volume pricing. We can also create an organisation account to manage all guilds under one billing relationship.
Still Have Questions?
Contact Support
Can't find the answer you're looking for? Our support team is happy to help with any billing questions. Reach out through the contact form and we'll respond within 24 hours.