Billing FAQ

We've put together some answers to common questions about how you are billed for your Membrain account.

With Membrain, your account is billed on a monthly or yearly basis, via invoice or credit card, depending on your agreement. Administrators can find billing details and payment history on the Account Details page.

How does the number of users I have affect my bill?

As Membrain is charged per user license, it's important to have full control over how many users accounts you have at any given time. Regardless of whether you pay monthly or annually, costs are calculated per user on a daily basis.

User account details can be found in the User Management area of Membrain. Here you can add and remove users as needed, and see a log of the history of users who have been added or removed since your Membrain account started.

Why did my credit card payment fail?

Paying by credit card couldn't be easier. You can manage your credit card details on the Account Details page of your Membrain account.

Credit card transaction problems are usually caused by 2 things:

• Invalid Card
  You can update your credit card details by logging in to Membrain, going to the Profile Area of Membrain (bottom left) clicking on Account Details, and then clicking Change Credit Card Details. The article Add/Edit Credit Card Details explains how to do this, step by step.
• Ask your bank/credit card provider to remove any kind of placed limitations
  Example of limitations:
  - Your credit card provider could be blocking Upstream Business Solutions AB (Membrain’s official company name) from processing your card.
  - Card issuers sometimes place limitations on "overseas charges", which they can perceive as a higher risk of fraud if the credit card is not ordinarily used internationally.

I got an email telling me the prepaid amount is used up, why?

If you pay yearly in advance, your annual invoice is calculated using an estimate of current user accounts. During this payment period, if additional users are added to your Membrain account your monthly cost goes up, meaning you will use up that prepaid amount earlier than expected.

We advise you of this via email and inform you that we will soon be issuing an invoice/charging your CC to cover the cost between now and the end of the current payment period.

For the next payment period, you may want to review your user numbers to control your next invoice. If you want to make any changes, this should be done before the next payment period but must stay within the minimum user numbers agreed upon in your Membrain agreement.

What happens if I don't pay my bill?

We understand that sometimes, there are situations that mean it's difficult to pay your Membrain bill.

If an invoice is overdue, or credit card payments fail, we will make contact with you to understand the situation, and if possible, help rectify the problem.

If it is not possible to have an open dialog, we will issue a notice of suspension via email, and/or within your Membrain account to inform you of the date access will be removed.

Keep in Mind:

• You can have as many users as you like, added users are chargeable (except for Partner accounts)
• It is the Membrain Administrator's responsibility to add users or remove users in your Membrain account to stay in control of your costs.
• Usage can be seen in both the Manage users list view and in the Account Details page in Membrain. There is a Log available to you on this page, from the top-right icon.
• Deleting users below the minimum usage (stated in your agreement) does not change your minimum monthly cost.
• Costs are calculated on a daily basis and drawn down monthly, from a prepaid amount.

We're here to help!

If you have any questions or would like to discuss anything payment-wise about your Membrain account please contact billing@membrain.com.