Plans and Billing

Everything to do with your Qoblex subscription lives on one page: the plan you are on, what your account is actually using, the invoices for what you have paid, and the buttons that change or end the subscription.

This article explains what each figure on that page means, what really decides your price, how to move between plans, where to find and download your invoices, how to cancel, and what is different when Qoblex is billed through your Shopify store.

Find your plan and billing page

1. Open Account Settings.
2. Choose the Plan & Billing tile. It covers your plan, your usage, your past invoices and your payment method.

The page opens on your current subscription, with Billing History and a short FAQ beneath it. A Back to Dashboard button sits at the top while the subscription is still running.

What your subscription card shows

The card at the top of the page shows your company name and a date badge reading Expires on followed by a colon and your renewal date. The badge is green while the subscription is live and red once the date has passed.

Below that sits a row of small tiles:

• Plan — Starter, Business, Scale, or Legacy for accounts still on an older arrangement.
• Price — the monthly amount you are charged, or Legacy where no amount is recorded.
• Orders / Year — the order allowance your plan carries.
• Integrations — the number of connections your plan carries.
• API Access, Mobile Access, B2B Access, Lot, Serial & Expiry Dates — a tick when the option is on your plan, a no-entry sign when it is not.

These tiles describe what you are paying for, not what you have used. What your business is actually consuming is shown under Account usage on the Upgrade / Downgrade page.

The buttons on the card, and when they are hidden

The plans, and what decides your price

Qoblex sells three plans, shown side by side on the Upgrade / Downgrade page:

• Starter — the plan column reads For businesses with < $200K GMV
• Business — for established businesses
• Scale — for fast growing businesses

Starter and Business are self-serve: you configure them on the page and the price updates as you go. Scale is not: it is a negotiated arrangement that Qoblex sets up on your account first. Prices in the table are shown in US dollars, and your current plan’s column is shaded.

Your subscription price is built from a base plan price plus the options you switch on. Each option shows its own monthly price beside it, and the plan total at the top of the column updates as you change them.

The things that move the price are:

• Integrations (connections) — each connection you add. One Shopify store counts as one integration, and one Xero account also counts as one integration.
• API Access
• Mobile Applications
• B2B eCommerce Portal
• Lot, Serial and Expiry Date tracking
• Orders Per Year, on Business only — the allowance starts at 8,000 and is increased in further blocks of 8,000, each block priced beside the control.

API, mobile and B2B connections are billed as their own named options, so they are not also counted in your Integrations number.

Two things commonly assumed to drive the bill do not:

• Your product count does not affect your plan or your price. Product SKUs are listed as Unlimited on Starter, Business and Scale alike, and no part of billing counts them.
• Extra orders cannot be bought on Starter. Starter carries a fixed Up to 2000 orders per year. If you need more, you move to Business. Scale is quoted at More than 60000.

Two plan limits are enforced rather than priced, and both apply to Starter only:

• Users — 2 on Starter; Unlimited on Business and Scale.
• Warehouse Locations — 2 on Starter; Unlimited on Business and Scale. Only locations that can hold inventory count toward this limit; billing-only locations are unlimited.

Qoblex refuses to move you onto a plan that is smaller than what you are already using, and names the figure that is in the way, for example that the selected plan allows 2 users but you currently have 4. See When a plan change is refused for what each message means.

Check your account usage first

Account usage sits at the top of the Upgrade / Downgrade page and is the honest picture of what your business is consuming right now:

• Orders Per Year — orders created in the last 12 months, shown as used over allowed. The number turns red when you have gone past your allowance.
• Integrations — your active connections, excluding those counted as API, mobile or B2B access.
• API Access, Mobile Access, B2B eCommerce — a tick or a cross for each.

Read this before you choose a column. Every number in it is checked against the plan you select, and a plan that does not cover your current usage is refused rather than sold to you.

The whole panel is hidden when an account has no integrations and none of API, mobile or B2B access, so a brand-new account will not see it at all.

Change your plan

1. Open Account Settings and select Plan & Billing.
2. On your subscription card, select Upgrade / Downgrade.
3. In the column you want, set Orders Per Year (Business) and Integrations (connections) with the plus and minus controls, and tick the add-ons you need. The minus control will not take integrations below the number you are already using.
4. Check the price shown at the top of that column. That is what the configuration costs per month.
5. Select Upgrade in that column.
6. Qoblex checks the plan against your current usage. If anything is incompatible, a red panel appears above the table listing each problem, and nothing is charged.
7. If the checks pass, your browser is sent to the payment provider to approve the new charge.
8. Approve the charge. You are returned to Qoblex, which confirms with Success and Your subscription has successfully been updated.

The table opens on the first set of comparison rows. Select View All Features to see the rest, and Show Less to collapse it again.

Moving to the Scale plan

Scale is priced by agreement, so its column shows Contact Us where the other two show a price, and its rows are ticks rather than controls. Qoblex configures the terms and the price on your account first; the plan page only lets you accept what was agreed.

Selecting Upgrade in the Scale column opens the Custom Billing Plan window:

• If a Scale offer has been set up for you, the window shows the agreed annual order volume, integration count, included features and price, all read-only. Select Upgrade to accept it and continue to the payment provider.
• If no offer has been set up, the window says No Scale offer has been set up for your account. Please contact support to arrange your Scale plan. and the Upgrade button stays greyed out.

The terms and price are taken from the offer stored on your account, so nothing you could change on that screen would alter what you are billed. To arrange a Scale plan, contact support using the widget at the bottom right of the page.

After you request a plan change

• Your new plan takes effect once the payment provider confirms the charge, and the Expires on date on your Plan & Billing page moves to the end of the new billing period.
• If you are moving to Starter or Scale, Qoblex also alerts its own team so they can follow up with you.
• If your company has a Shopify store connected, the approval happens in Shopify rather than on a card. See If your account is billed through Shopify.

When a payment succeeds or fails

After a successful payment, Qoblex shows a page headed Success with the message Your subscription has successfully been updated and two buttons: View Subscription, which returns you to Plan & Billing, and Go to Dashboard, which takes you back to work. Your plan, your entitlements and your Expires on date are updated at the same time, and for card payments a receipt is added to Billing History.

If the payment does not complete, Qoblex shows a page headed Oops ! with the message We could not update your subscription. and the advice Try upgrading again or contact support using the widget at the bottom right of the page. The Try again button returns you to Plan & Billing, where you can reopen Upgrade / Downgrade and try again. Nothing about your current access changes on this page: you keep working until your Expires on date as normal.

How renewal works

Renewal is automatic. You are not asked to approve anything each month, and there is no renewal button in Qoblex.

• Paid by card. Your provider charges the card on the renewal date. Qoblex then moves your Expires on date forward to the end of the new period, updates the amount shown on your plan card, and adds the receipt to Billing History.
• Billed through Shopify. Shopify renews the recurring charge on its own schedule, and Qoblex moves your Expires on date forward once Shopify confirms the charge is active again. The charge appears on your Shopify bill, not in Qoblex Billing History.
• If a renewal payment fails. Nothing is switched off at that moment. Your access runs to the Expires on date already on your plan card; if the payment is still unresolved when that date passes, the account locks. Fix the card with Update Payment Method, or start a fresh plan selection from Upgrade / Downgrade.

Invoices and billing history

Every subscription payment Qoblex takes by card is recorded as a numbered invoice on the Plan & Billing page. Use it when you need proof of payment for your bookkeeping, or when you need to confirm that a charge went through.

Scroll past the subscription card and the section below it is Billing History, headed History of your payments and invoices. Each row is one payment Qoblex has collected. The most recent is first, 12 rows to a page, and the arrows under the table move you between pages.

• Number — the invoice number Qoblex issued, in the form #SB-00000123.
• Date — the day the payment was taken, shown in your own time zone.
• Status — always reads Paid, because a row is only created once a payment has succeeded.
• Invoice Url — the Download link that opens the invoice document.

There is no amount column. Open the invoice itself to see what was charged and in which currency.

Download an invoice

1. Find the row you need, checking later pages with the arrows if the date is older.
2. Select Download in the Invoice Url column.
3. The invoice opens in a new browser tab, headed PAYMENT RECEIPT.
4. Use your browser’s print or save option to keep a PDF copy.

If nothing opens, your browser has blocked the new tab. Allow pop-ups for Qoblex and select Download again. Each link opens one invoice, so download the rows you need one at a time.

The invoice carries the invoice number, the date and time of the payment, the currency and the amount charged, plus your company name and billing address as recorded under Company Information. An issued invoice cannot be edited in Qoblex: correcting the address in the Billing locations card applies to invoices issued from that point on, not to ones already issued. For a document that has already been issued, contact support.

When Billing History is empty

If Qoblex has no recorded payments for your account, the section shows There are no invoices to display. The usual reasons are:

• You are on a trial, or have not been charged yet since subscribing.
• Your subscription is billed through Shopify, so the invoices live on Shopify’s side.
• Your first payment has only just been approved and has not been recorded yet. Check again shortly.

An empty list does not mean your subscription has lapsed. The subscription card above Billing History carries your plan and its Expires on date; read the account’s state there.

If your account is billed through Shopify

Connect a Shopify store and Qoblex bills you through Shopify rather than taking a card in Qoblex. This is automatic, not a setting you choose: Qoblex looks for a connected Shopify store first and only falls back to card billing when there is none. If several stores are connected, the first one you connected is the one that carries the subscription.

• Choosing a plan sends you to your Shopify admin to approve a recurring app charge, and your subscription starts once you approve it there.
• Your charges and invoices live on the Shopify side. Billing History in Qoblex says so directly: Payments processed via Shopify Billing are managed by Shopify. Charges approved on Shopify are never added to the Qoblex list.
• Update Payment Method never appears, because the card is held by Shopify. Change it in your Shopify account.
• If your account paid by card before it moved to Shopify billing, those older invoices stay listed in Qoblex and still download normally.

Removing the store that pays for Qoblex

You disconnect a store from its Shopify integration screen in Qoblex, with the Disconnect store button, and confirm the prompt. Qoblex then uninstalls the Qoblex app from that Shopify store.

When that happens, Qoblex first checks every Shopify store connected to your company. If any of them still has an active charge, nothing is cancelled. That is what lets you move your billing from one store to another. If no store is paying any more:

• Qoblex marks your subscription cancelled and emails everyone on your account to say there is no active subscription and that they can reactivate from the upgrade page.
• Your access still runs to the Expires on date on your plan card, and your data is kept for 30 days after that before it is removed.
• Your integrations are deliberately left connected and keep running: Xero, QuickBooks, WooCommerce and any remaining Shopify stores. Merchants often run several stores and remove one temporarily, so reconnecting billing does not mean rebuilding your setup.

You can restart a subscription from Upgrade / Downgrade at any time.

Cancel your subscription

You can cancel yourself, at any time, from the same page you use to change plans.

1. Open Account Settings and choose Plan & Billing.
2. On your plan card, select Cancel Plan. The button sits under Upgrade / Downgrade and is shown as long as your subscription has not passed its expiry date.
3. The Before we part ways dialog opens.
4. If you would rather talk first, select Book a free call with us. This opens a booking page for a call with the Qoblex team in a new tab and leaves your subscription untouched.
5. Choose the reason you are leaving: No Reason, Poor user experience, High costs, Poor customer service, Found a better tool, or Other. No Reason is pre-selected, so a cancellation always carries a reason even if you skip the question. Choosing Other enables the free-text box below the list; the text is optional.
6. Select Cancel Subscription.
7. Qoblex closes the dialog and opens a confirmation page headed We’re sorry that you’ve canceled your account. Its When you cancel your account : list is what the next section explains.

To back out, close the dialog instead. Cancel Subscription is the only button in the dialog footer and selecting it cancels straight away. There is no second confirmation step and no separate billing permission: anyone who can open Plan & Billing can cancel.

What happens after you cancel

• Qoblex cancels the recurring charge with your payment provider, so you are not billed again.
• Your account stays usable until the Expires on date shown on your plan card. Cancelling does not move that date.
• You can keep signing in until then, including to download past invoices from Billing History.
• Qoblex records the reason you gave and notifies the team, so support can pick the conversation up if you want to come back.
• Your data is permanently removed from Qoblex’s servers 30 days after the current billing period, so download anything your accountant needs before then.

If you need your data kept, exported, or removed sooner, contact support at support@qoblex.com or through the widget in the bottom-right corner.

Once the expiry date passes

Whether you cancelled or a payment was never completed, the same thing happens when the Expires on date passes:

• Signing in takes you straight to Plan & Billing instead of your dashboard, and the Back to Dashboard button is no longer offered.
• Actions in the app fail with the message Your payment has expired. Please renew it to continue. A direct API call returns HTTP 402 with Account expired on and the date.
• The Expires on badge on your plan card turns red.

To get back in, choose a plan from Upgrade / Downgrade and complete the payment. Once the payment provider confirms it, your expiry date moves forward and the account becomes active again, with your data still there. If you cancelled from inside Qoblex, you will also need to reconnect and re-authorise your integrations.

Troubleshooting