Payments and Billing

Access the billing portal to view and make changes to your subscription

How to Access the Billing Portal

This article is only for credit card customers whose subscriptions were purchased directly through our website. If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.




The Billing Portal allows you to self-manage your subscription. Inside the Billing Portal, you will be able to: 

- view your billing history

- upgrade, downgrade, pause, or cancel your subscription

- update your payment information





First, click on the user icon in the top right of the page and click Settings.






Then, go to the Billing tab of the settings screen, and open the Billing Portal.






You should now see your subscription, the Payment Methods button, and Billing History button.










Related articles:

How to view billing history

How to change your subscription

How to pause your subscription

How to cancel your subscription

How to View Billing History

This article is only for credit card customers whose subscriptions were purchased directly through our website. If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.



First, click on the user icon in the top right of the page and click Settings.





Then, go to the Billing tab of the settings screen, and open the Billing Portal.





Click on Billing History.





Click on the Download button beside the invoice/receipt that you want to view.







Related articles:

How to add a new credit card

How to pause your subscription

How to cancel your subscription

How to Upgrade or Downgrade your Subscription

This article is only for credit card customers whose subscriptions were purchased directly through our website. If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.



Want to upgrade to the Complete Guided Therapy subscription? Or maybe you find that you only need the videos? You can upgrade or downgrade your subscription at any time by heading over to the Billing Portal.





First, click on the user icon in the top right of the page and click Settings.





Then, go to the Billing tab of the settings screen, and open the Billing Portal.






Once inside the billing portal, click the name of your subscription.





Click Edit Subscription.





Select the plan that you want to change to using the yellow dropdown.





Once you have selected your desired plan, click on Update Subscription.







Related articles:

How to view billing history

How to pause your subscription

How to cancel your subscription



How to Pause your Subscription

This article is only for credit card customers whose subscriptions were purchased directly through our website. If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.


Occasionally, you may want to pause your subscription instead of outright canceling your subscription. Having the option to pause instead of cancel is a great way to remain subscribed without being billed for the time that you aren't using your subscription.


You may want to pause your subscription for the following reasons:

- going out of town

- won't be accessing the subscription for a period of time

- aren't using the service as frequently



During the time that your subscription is paused, you are not billed. You also won't be able to log in to the Social Learning Platform.




First, click on the user icon in the top right of the page and click Settings.





Then, go to the Billing tab of the settings screen, and open the Billing Portal.





Once inside the billing portal, click the name of your subscription.





Click Pause Subscription.





The system will send a message that your subscription will be paused immediately and that it will resume after 90 days. Click Pause Subscription to confirm.







Related articles:

How to change your subscription

How to cancel your subscription

How to Cancel your Subscription

This article is only for credit card customers whose subscriptions were purchased directly through our website.  If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.


Please note: If you cancel your subscription, all saved lists will be deleted from your account. Unfortunately, there is no way to restore these lists if you decide to resubscribe.



First, click on the user icon in the top right of the page and click Settings






Then, go to the Billing tab of the settings screen, and open the Billing Portal.





Once inside the billing portal, click the name of your subscription.






Click Cancel Subscription.






The system will display your subscription's cancellation date. You will be prompted to enter your reason for cancellation. After filling that in, click Confirm Cancellation.







A confirmation message will appear. This message will indicate when your subscription's cancellation takes effect. You will no longer be billed after this date.








How to Add a new Credit Card

This article is only for credit card customers whose subscriptions were purchased directly through our website. If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.


If your subscription has gone past due, or your credit card has expired, you may have received an email telling you to add a new credit card or update your credit card information. You can do that within your account settings.




First, click on the user icon in the top right of the page and click Settings




Then, go to the Billing tab of the settings screen, and open the Billing Portal.





Once inside the billing portal, click on Payment Methods.





Click on Add New





Enter your new credit card details. Click Add once you're done entering your card details. 





You will then be prompted if you want to set the new credit card as your Primary or Backup payment method.






After making your selection, you will now be able to see your new credit card under your account.







Related articles:

How to remove a credit card

How to view billing history


How to Remove a Credit Card

This article is only for credit card customers whose subscriptions were purchased directly through our website. If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.


If your credit card has expired, you may have received an email telling you to add a new credit card or update your credit card information. Once you've added in a new credit card, you may want to remove the old one. You can do that within your account settings.



First, click on the user icon in the top right of the page and click Settings.  




Then, go to the Billing tab of the settings screen, and open the Billing Portal.




Once inside the billing portal, click on Payment Methods






Click on the credit card that you'd like to remove. 



 

Click on Remove Payment Method.




You will be prompted if you want to proceed with removing the credit card. Click Confirm.







Related articles:

How to add a credit card

How to view billing history

What is the billing cycle of my subscription?

This article is only for credit card customers whose subscriptions were purchased directly through our website. If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.


Currently, we have two types of billing cycles - monthly and yearly.


Monthly billing cycles

Recurring payments are collected on the same day of the month. If the initial recurring payment falls on the 31st, the system eventually adjusts the billing cycle to the 1st of the month for months with less than 31 days.



Yearly billing cycles

Our yearly subscriptions are not based on the school year (as the latter differs for everyone). Recurring payments are collected on the same month and day each year. If the initial recurring payment falls on February 29th of a leap year, the system adjusts the billing cycle to February 28th or March 1st the following year.




You can view your subscription type and billing cycle by going into the Billing Portal.



First, click on the user icon in the top right of the page and click Settings.





Then, go to the Billing tab of the settings screen, and click on View Billing Portal.






You should now be able to see your subscription plan and billing cycle type.







Why was my payment unsuccessful? Why was my card declined?

If your credit card has sufficient funds and hasn't expired, the most likely reason that your payment was unsuccessful was that it was blocked on your bank's end. In this situation, we have no control over their decision to block the card. We have 2 really quick solutions for this:


1. We can send you a secure link to enter a new payment method - you can enter a new card there and we can try to run the charge again. Please reach out to us to request this link.


2. You can call the number on the back of your credit card and ask them why they blocked the charge. You can verify that it was a legitimate purchase and ask them to unblock it so we can run it again.



Note: If you are using a school credit card or "p card", you may have to speak to an administrator about making us an approved vendor. Each district has its own policies. If we can help in any way during this process, please let us know by reaching out to our support team.


I just purchased a subscription but I didn't get a receipt.

This article is only for credit card customers whose subscriptions were purchased directly through our website. If you purchased your subscription through the iOS App Store, please visit https://support.apple.com/billing.


Each paid plan includes a free 30-day trial. When you sign up for a paid plan, your card is not immediately charged because your subscription is still within the free 30-day trial. The charge will be initiated once your free trial ends.


If you need the subscription to be billed immediately, please reach out to our support team and we can end the trial and initiate the charge. You'll automatically get a receipt once the charge goes through. 






Further reading:

How to view billing history

I previously had a subscription and now want to resubscribe. Do I get another free trial period?

Under normal circumstances, you can only sign up for a single free trial.  This free trial is good for one month and is only available to new customers. It does not apply to returning customers.

I've asked for a refund but I haven't received it yet.
Depending on the bank's processing time and your type of card, it can take anywhere from 5-10 business days to show up on your account for credit cards, and 5-60 business days for debit cards.

Additional Information
1. In some cases, the refund might be processed as a reversal, meaning the original payment will disappear from the account statement entirely and the balance will reflect as though the charge never occurred.


2. For credit cards, the refund/reversal may appear on your next billing statement.


3. If you does not see the refund after 30 business days and you are still seeing the original charge on their bank statement, please should reach out to your bank for more information regarding their refund/reversal turnaround time.