# Member billing

> The page for whoever pays: subscriptions and dates, saved cards, billing history, changing plans, canceling and reactivating, the open renewal, Pay now, extensions and the last chance.

Every member has **Billing**, in **My Account › Billing** (`/account?tab=billing`). It is the payer's area: everything they subscribe to in that community, their cards and their charges.

![The Billing page (interface in Portuguese)](/screens/faturamento.png "Billing for a member with no subscription: the shortcut to the plans, the cards and the history.")

## What it's for

So the member can sort out on their own what would otherwise become a message to the team: "when is the next charge?", "I want to change my card", "I want to switch to the yearly plan", "I want to cancel", "I didn't pay the boleto, now what?".

## What's on the page

| Block | What it shows and what you can do |
|---|---|
| **Through your company** | Only for people with access through a [company](/membros/empresas#what-the-team-gets-through-the-company): *"Through your company {name}"*, the plans the company keeps and the **See my company** link. It sits at the top, before the plan card |
| **The plan card** | The plan, the status and the price (*"US$ 25.00/month (min. 12 months)"*); the subscription details; the extensions; the open renewal; the last-chance offers; and the actions. With no subscription: *"No active subscription"* and **See plans** |
| **Credit card** | *"The default card pays your subscription renewals."* The saved cards; **Add Payment**; **Set as default payment method**; remove |
| **Billing history** | *"The charges of your subscription."* Each charge with its period (*"10/01 to 11/01"*), the amount and *"Paid on…"* or *"Not paid"*, page by page |

The **My purchases** block sits between the cards and the billing history. It lists *"Courses, events and products you bought or got for free."* (subscriptions aside), each with its status (**Confirmed**, **Pending**, **Processing** or **Refunded**), the delivery address, when the product is physical, and *"Access until …"*, when the purchase has a deadline. The **My downloads** shortcut leads to what the person can download in [Downloads](/espacos/downloads) spaces.

### The plan card

Each detail shows as a label and a value, only when it applies:

| Label | When it shows |
|---|---|
| **Next charge** | Up to date: the amount and the date (*"US$ 104.00 on 11/20"*). Hidden while the subscription is past due |
| **Past due since** | Past due: the date the renewal stopped being paid |
| **Trial ends** | During the free trial |
| **Coupon on the next charge** | When a [coupon](/monetizacao/cupons) still applies to the next charge |
| **Contract until** | With a [contract length](/monetizacao/duracao-do-contrato) |
| **Access until** | Canceled, still within the paid period |
| **Extensions** | Each [add-on](/monetizacao/adicionais), with its price and discount, if any |
| **Scheduled change** | A [plan change](#change-plan) waiting for the end of the period: *"On 11/20, your plan switches to Growth · Annual (US$ 228.00/year)."*, with **Undo** |

A yearly plan shows *"Annual · renews on…"*. An ended subscription shows *"Subscription Ended"* — *"Your subscription ended on…"*.

Statuses: **Active**, **Trial**, **Past Due**, **Canceled**, **Expired**.

When the subscription has gone past due at least once, the card shows the **Late payment history**, with the five most recent events, the date and the reason: **Subscription past due** (*No card on file*, *Expired card*, *Card declined*, *Charge retries exhausted* or *Reported by the payment processor*), **Payment settled** (*Charge paid* or *By the team*) and **Subscription expired for lack of payment**.

### The actions

| Action | When |
|---|---|
| **Pay now** | The renewal is overdue: *"The renewal was not paid. Pay to keep your access."* It is the only highlighted button. See [Pay now](/pagamentos/pagar-agora) |
| **Add an extension** | The plan has add-ons the person doesn't have yet. Not during the free trial: *"Extensions can be added once the trial ends."* |
| **Change plan** | Active subscription, with no scheduled cancellation. Opens the **Change plan** page. See [Change plan](#change-plan) |
| **Cancel subscription** | The option allows cancellation |
| **Reactivate** | Canceled, while the paid period isn't over |

### The open renewal

On a subscription paid by PIX or boleto, the renewal charge is generated 5 days before the due date and shows on the card: *"Renewal: pay by 11/15 · US$ 25.00"*, with the PIX copy-and-paste code (and the QR code, when there is one) or the boleto link and barcode. A card under review shows *"Payment under review: … The subscription updates once it is confirmed."* See [Renewal](/pagamentos/renovacao).

### Last chance

If the community offers a [downsell](/monetizacao/downsell) for an add-on that was left out, the **Last chance** block shows the offer: *"A discount to add the add-ons you left out to your plan."*, with the price and how long the discount lasts.

Subscription and charge dates and times follow the **community's time zone**, not the viewer's.

## Step by step

### Change the renewal card

*Role: the member themselves.*

1. **Billing › Credit card**, **Add Payment**.
2. Card Number, Card Holder Name, Expiry Date and CVV.
3. Check **Set as default payment method**.
4. Confirm. Future renewals go to this card.

### Cancel the subscription

*Role: the member themselves.*

1. On the plan card, **Cancel subscription**.
2. If you want, give the reason under **Reason for canceling (optional)**.
3. Confirm with **Yes, Cancel Subscription**.

| Situation | What happens |
|---|---|
| No contract | *"You keep access, with no new charges, until…"* |
| With a contract | *"The cancellation is scheduled for that date, and monthly charges continue until then."* |
| The option doesn't allow cancellation | *"This plan does not allow cancellation. Please contact the community."* |

### Add an extension

1. On the plan card, **Add an extension**: *"It is billed with your plan, on the same date."*
2. Choose the extension. The dialog shows what is charged today (*"Today: US$ 26.33 (prorated until 11/20)"*) and afterwards (*"Then: US$ 79.00 with the plan, every charge."*).
3. **Add and pay**.

### Reactivate a canceled subscription

While the paid period isn't over, **Reactivate** undoes the cancellation: *"Reactivate your subscription and keep your benefits"*, with the next charge on the usual date. After the period ends, it is no longer possible: *"Cannot reactivate subscription - the subscription period has already ended"*. Then the only way is to subscribe again.

## Change plan

*Role: the subscriber themselves (or the [company](/membros/empresas) admin, on the company's subscription). The community team does not change anyone's plan.*

The subscription changes **in place**: it is the same subscription, with the same history, just on another billing option. There is no need to cancel one and subscribe to another.

### Where it is

The change has a single page, **Change plan**, which opens from several places:

| From | The button | The page opens |
|---|---|---|
| **My Account › Billing**, on the plan card | **Change plan** | At step 1, to pick the plan |
| The [Store](/espacos/loja), on a plan card, for someone who already subscribes | **Subscribe** | On the card's plan and billing |
| The [Subscriptions](/pagamentos/checkout#the-subscriptions-page) page, for someone who already subscribes | **Switch to {plan}** | At step 2, on the chosen plan and billing |
| The Store, on an add-on the current plan doesn't take | **Upgrade** (the button or the whole row) | On a plan that takes the add-on, on the billing option it can join, with it already checked (see [Arriving with an add-on](#arriving-with-an-add-on)) |
| A [padlocked space](/conceitos/visibilidade-e-acesso#the-exclusive-access-screen) that another plan opens | **Switch to {plan}** | On that plan, with the add-on that opens the space already checked, when it is required |
| **My company › Billing**, on the company's subscription | **Change plan** | As in Billing, paying with the company's details |

**Back** (and the end of the change) takes the person back to where they came from, with a notice of what changed.

### The page, in two steps

**1. Pick the plan.** It is the [Subscriptions](/pagamentos/checkout#the-subscriptions-page) page itself, in change mode, with the title **Change plan** and *"Pick the plan you want to move to. Before confirming, you'll see when the change takes effect and what you pay."* At the top, the **Your plan** card: the plan and the option, the price, *"Next charge on 11/20: US$ 104.00"*, the add-ons (*"Add-ons: Coworking Extension"* or *"No add-ons"*) and **Renews automatically** (or *"Contract until 03/15/2027, renews automatically"*). Below, the same as the Subscriptions page shows: the **Monthly | Yearly** toggle, the cards, the **How the subscription works** strip and, with four plans or more, the **All subscriptions** list. Your plan is marked **Your plan** and doesn't open; the others say **Switch to {plan}**. A **Link only** plan never shows up, and an add-on is not a plan. A plan that doesn't include one of your add-ons says so on its card: *"Doesn't include Coworking Extension, which you have"*.

**2. Confirm.** The layout of the plan's [checkout](/pagamentos/checkout), with the sidebar collapsed (it comes back as it was when you leave the page). The title names the kind of change, by the price per month: **Plan upgrade** when the new plan costs more per month, **Plan downgrade** when it costs less and **Plan change** when the price per month is the same or it is another option of the same plan. Below, side by side, **You have** (today's plan and its price per month) → **Moving to** (the new plan, with *"US$ 99.00/month (US$ 1,188.00 per year)"* on a yearly option), and the **Change plan** link, which goes back to step 1.

On the left:

1. The plan's name and description and **Choose a billing option**, as in the checkout: the **Monthly | Yearly** toggle with the price box (and the [savings tag](/pagamentos/checkout#the-savings-tag)), or the cards for each option. The page opens on the option that is cheapest per month.
2. The new plan's **add-ons**:
   - the ones you already have that carry over show checked and locked, with the **You have it · continues** label (and *"Today: US$ 79.00"* when the new plan charges a different amount for it);
   - the ones the new plan doesn't include show with the **Leaves** label and the reason: *"Leaves with the change: Business does not include Coworking Extension."*;
   - the others you check, and they join in the same change and the same charge.
3. The plan's benefits.

On the right, the checkout's own form, with the **Change summary** and always with the amounts (while it calculates, the summary's layout waits for the numbers):

| Line | What it shows |
|---|---|
| **When it takes effect** | On a change left for renewal, *"The change applies at renewal, on 11/20."*, with the reason (see below). A change that takes effect now has no such line |
| **Payment method** | Only when there is something to charge now: **Card**, **PIX** or **Boleto**, the ones the new option accepts at checkout, each with its own total (see [Payment](#payment)) |
| **Your details and the card** | The payer's details, as in the checkout, and, by card, the saved card or a new one |
| **Today's lines** | Only when the change takes effect now: *"Business (plan difference)"* and one line per new add-on (*"+ Group mentoring"*), each with *"Prorated: 15 days of US$ 64.00"* and the amount; *"Not charged: below the minimum"* when the part is too small |
| **Service fee** | When, on the new plan, the buyer pays the [platform fee](/pagamentos/taxa-da-plataforma) |
| **Add-ons** | In three groups: **Continues** (with the price on the new plan), **Joins** (with the price and, on a scheduled change, *"From 11/20"*) and **Leaves** (*"Ends when you confirm"*) |
| **Charged today** | Right above the button, the total charged now (*"US$ 0.00"* on a scheduled change, with *"Nothing is charged today."*) |
| **Next charge** | Below the button: *"Next charge on 11/20: US$ 197.00/month."*, the plan plus the add-ons that continue or join |
| **Contract and coupon** | *"Your minimum term still runs until 03/15/2027."* or *"The new plan has a 12-month minimum term, until 11/20/2027."*; *"Your discount coupon only applies to the current plan and stops with the change."* |
| **A change already scheduled** | *"This replaces the change already scheduled to Growth · Annual."* |

When an add-on leaves, the warning comes before the button: *"When you confirm, Coworking Extension ends."*

The button says what will happen: **Pay US$ … and switch**, **Switch now** (takes effect now, with no charge) or **Schedule change**.

### Arriving with an add-on

Whoever comes through the [Store](/espacos/loja)'s **Upgrade** (or a padlocked space) brings an add-on they want to buy. The page opens **on the billing option the add-on can join now**: the link's first, then the one billed like today's plan. When it switches option for that, it says why: *"To include Group mentoring now, the change is made on monthly billing. Switching to yearly is left for the renewal."*

The add-on is **never unticked on its own**. If you pick an option it cannot join (a change left for renewal, on a plan that renews by PIX or boleto), it stays checked, with the reason and the way out:

- *"To include Group mentoring, choose Monthly. To stay on this option, untick the add-on."*
- *"No option of this plan can include Group mentoring right now. To change plans anyway, untick the add-on."*
- *"To stay on this option, untick Group mentoring."*

The button waits until you decide: *"To confirm, first sort out the add-on notice."*


### When the change takes effect now

It takes effect now when the new option is **more expensive, with the same billing interval**, and none of your add-ons would end on the new plan:

- We charge **now** the difference prorated for the days left until renewal, in a single charge with the plan and the new add-ons, each prorated for the same days.
- The amount includes the platform fee when, on the new option, the buyer pays the fee.
- On a yearly option that accepts installments, the amount can be split under **Installments** (up to one installment per month left, within the option's limit).
- If the difference is too small (**fewer than 3 days** left or **less than US$ 10**), the switch happens with no charge: *"You move to Business · Monthly today, with no charge now: the difference until 11/20 is too small to charge."*
- After that, the next charge comes at the new price, **on the same date** as always, with the add-ons.

### When the change is scheduled

It waits for the end of the period you already paid for (**Takes effect at renewal, on 11/20**) when the new option is:

| Case | The reason the summary shows |
|---|---|
| Cheaper | *"A cheaper option starts at the end of the period, so you keep what you already paid for."* |
| The same price | *"An option at the same price starts at the end of the period you already paid for."* |
| A different billing interval (monthly to yearly, or the other way) | *"The billing interval changes at renewal, with no proration between periods."* |
| More expensive, but without an add-on you have | *"One of your add-ons doesn't carry over to the new plan, so the change waits until the end of the period you already paid for it."* |

Nothing is charged now. **The checked add-ons join with it, at renewal**: the new plan's first charge already includes them. *"Until then, you can undo it from your subscription."*

### Payment

The change is paid **like a checkout purchase**: by **Card**, **PIX** or **Boleto**, the methods the new option accepts. The payment method only shows when there is something to charge now; a scheduled change, or one with no charge, asks for no payment.

**Card.** The change takes effect as soon as the charge goes through.

- with a saved card, the default card (*"Visa card ending in 4242"*) and **Use another card**;
- with no saved card (or with **Use another card**), the checkout form right there: your details and the card's, with *"This card is saved to renew your subscription. You can change it under Billing."* Once paid, **it becomes the subscription's card** (the default, which renewals charge). **Use the saved card** goes back to the previous one.

**PIX and boleto.** The plan **only changes once the payment is confirmed**:

1. Choose **PIX** or **Boleto** and confirm. The amount is the difference calculated at that moment and doesn't change until it is paid.
2. The page shows **Plan change awaiting payment**: *"The change to Business · Monthly (US$ 14.50) applies as soon as the payment is confirmed. Until then, your plan stays the same."*, with the PIX QR code and copy-and-paste code, or the boleto and its barcode line (*"The boleto is due on 11/03."*).
3. Once paid, the change happens, with the checked add-ons, and the page says: *"Payment confirmed: your plan was changed."*

While the change waits for its payment:

- **no other change starts**: going back to **Change plan** lands straight on the payment that is waiting, with no new form; any other way gets *"A plan change is waiting for its payment. Pay it or wait for it to expire before starting another one."*;
- if the PIX or the boleto expires unpaid, nothing changes and the subscription is free for another change;
- if the subscription changes before the payment (a renewal went through, another option), the amount paid **is refunded** and nothing changes. A PIX paid after it expired is refunded too.

**Boleto only shows when the renewal is more than 4 days away** (3 days to pay and 1 to clear). Closer than that, it shows disabled: *"Boleto unavailable: the renewal is too close to pay by boleto."*

**A plan that renews by PIX or boleto.** It can change plans too, by any of the methods. Add-ons join a change that takes effect now; on a change left for renewal they don't, and the page shows the option they can join (see [Arriving with an add-on](#arriving-with-an-add-on)).

### One change at a time

The page **never charges twice** for the same change: clicking again, reloading or retrying after a connection failure returns the result of the first one. While a change charge for the subscription is in progress (in another tab, in the app or through the assistant), another change waits: *"A charge is in progress"*, with *"Your plan change is already being processed. Wait a moment and check your subscription."* A change waiting for its PIX or boleto holds the others back too (see [Payment](#payment)).

### Declined card or payment down

If the card is declined or payment processing doesn't respond, **nothing changes and nothing is charged**: *"Nothing changed in your subscription: you're still on your current plan and nothing was charged."*, with the reason. You can try again or use another card.

### Undo a scheduled change

1. On the plan card, the **Scheduled change** notice, **Undo**.
2. *"Undo the scheduled change?"*: *"You stay on Growth · Monthly, and your next charge stays as it is."*
3. **Undo change**.

Undoing also removes the add-ons that would join with it. It is no longer possible once the PIX or boleto for that period's renewal has been generated (5 days before the due date, see [Renewal](/pagamentos/renovacao)): the dialog says *"The scheduled change still stands."* For the same reason, while that renewal is open you can't change plans: *"A renewal charge is still open. Change plans after it is paid."*

### What carries over and what doesn't change

| | |
|---|---|
| **The history** | It is the same subscription: charges, dates and timeline carry over |
| **The add-ons** | The ones the new plan offers continue, at its price; the others end with the change; the ones checked on the page join with it |
| **The contract** | A contract in progress runs until its date; if the new plan has a contract, it starts at the change |
| **The coupon** | Only applies to the option it was used on; it stops applying with the change |

You can't change plans during the **free trial**, with the subscription **past due**, with a **scheduled cancellation** or on a **complimentary** subscription: *"Only an active subscription with no scheduled cancellation can change plans."*

Through the assistant, the same switch comes from the tools [`quote_plan_change` and `change_my_plan`](/mcp/ferramentas-assinaturas#quote-plan-change), with the add-ons, on the saved card, by PIX or by boleto: with PIX or boleto, the assistant hands back the copy-and-paste code or the boleto, and the plan changes once the payment is confirmed. With no saved card, it offers PIX or sends the link to this page already filled in.

## For the team: how to help a member

| The member says… | Where they sort it out | If that doesn't work |
|---|---|---|
| "I want to change my card" | **Billing › Credit card** | — |
| "When is the next charge?" | **Billing**, on the plan card | — |
| "I want to switch to the yearly plan", "to a bigger plan" or "I want the plan with add-on X" | **Billing › Change plan**, with the add-ons in the same change | The team doesn't change a member's plan: only they can |
| "I scheduled a switch and changed my mind" | **Undo**, on the **Scheduled change** notice | Once the renewal PIX or boleto is out, the switch stands |
| "I paid the PIX for the change and my plan didn't change" | Wait for the payment to be confirmed: the page shows **Plan change awaiting payment** until then | If the subscription changed before the payment, the amount is refunded and the change doesn't happen |
| "I canceled by mistake" | **Reactivate**, while the paid period isn't over | Subscribe again |
| "I didn't pay the renewal" | **Pay now**, or the open renewal PIX | An owner or admin helps through the API |
| "I want to cancel and the option doesn't allow it" | — | An owner or admin cancels |
| "I want to cancel in the middle of the contract" | The cancellation is set for the end of the contract | An owner or admin ends it earlier, by agreement |

## Examples

**Ana subscribes to Growth Monthly with the Coworking Extension.** She sees the plan (*Growth · Monthly, US$ 25.00*), the add-on (*Coworking Extension, US$ 79.00/month*) and *"Next charge: US$ 104.00 on 11/20"*.

**Bruno subscribes to Resident with a 12-month contract and cancels in month 4.** He sees *"Cancellation scheduled for 03/15/2027, the end of your contract. Monthly charges continue until then."*

**Diego is on Growth Monthly (US$ 25) and switches to yearly (US$ 228).** The billing interval changes, so the switch is scheduled for the end of the month already paid. The card shows *"Scheduled change: On 11/20, your plan switches to Growth · Annual (US$ 228.00/year)."*, and the 11/20 charge already comes at the yearly price.

**Carla paid the yearly plan by PIX.** She sees *"Annual · renews on 10/10/2027"*. Five days before, the open renewal appears with the new PIX.

## Common errors and how to fix them

| Message | What to do |
|---|---|
| *Failed to add payment method* | Check the card details; try another card |
| *We don't recommend removing your default payment method. Set another card as default first.* | Set another card as default before removing it |
| *Cannot reactivate subscription - the subscription period has already ended* | Subscribe again under **See plans** |
| *Failed to load subscription* | Reload the page |
| *Only an active subscription with no scheduled cancellation can change plans.* | Wait for the trial to end, pay the overdue renewal or reactivate the subscription first |
| *A renewal charge is still open. Change plans after it is paid.* | Pay the renewal PIX or boleto and go back to **Change plan** |
| *Nothing changed in your subscription: you're still on your current plan and nothing was charged.* | The card was declined or the payment didn't respond; try again or use another card |
| *A plan change is waiting for its payment. Pay it or wait for it to expire before starting another one.* | Pay the PIX or boleto of the waiting change, or let it expire, and go back to **Change plan** |
| *There is not enough time to pay a boleto before the renewal. Choose PIX or card.* | The renewal is 4 days away or less: pay by PIX or card |

## Frequently asked questions

**Does the member see charges from other communities?**
No. Billing belongs to the community they are in.

**Does the team see a member's Billing page?**
The team sees sales and subscriptions under **Monetization**; Billing is the member's own view.

**Can the member pause the subscription?**
Not from the page. Pausing is a team action, and a paused subscription gives no access until it is resumed.

**When I move to a more expensive plan, do I pay the new plan's whole month?**
No. You only pay the difference prorated for the days left until renewal. From the renewal on, the new price.

**What if I move to a cheaper plan?**
The switch waits for the end of the period already paid. The difference isn't refunded: you use the current plan until then.

**Can I pay for a plan change by PIX or boleto?**
Yes, when the new option accepts them (boleto only with more than 4 days to the renewal). The plan changes once the payment is confirmed; until then, you stay on your current plan.

**Where is the invoice?**
The invoice is issued by the community, outside the platform.

## Related

- [Renewal](/pagamentos/renovacao)
- [Pay now](/pagamentos/pagar-agora)
- [PIX, boleto and card](/pagamentos/metodos-de-pagamento)