Getting Started, FAQ

Managing Billing, Invoices, and Your Subscription

The Billing and Subscription tab in Cloud Capsule gives you a full view of your current plan, billable user count, invoice history, and subscription settings. This article covers how to view and download invoices, update your payment method or billing contact, and cancel your subscription or turn off auto-renewal.

Managing Billing, Invoices, and Your Subscription

The Monthly Billing page in Cloud Capsule shows your current billable user count, per-user rate, and monthly total broken down by tenant. You can also view invoices and manage your subscription from here.

 

Accessing Your Billing Settings

  1. Navigate to Admin in the left sidebar.
  2. Select the Billing and Subscription tab.
  3. Your current plan, included users, renewal date, and billing options are displayed here.

 

Viewing Your Billing Details and Downloading Invoices

  1. Navigate to Admin in the left sidebar.
  2. Select the Billing and Subscription tab.
  3. If you are on the Analyze + Manage plan, the Manage Customers tab shows your current monthly cost broken down by billable users, per-user rate, and total. You can search by tenant and select a past billing date to view historical billing.
  4. To view invoices, select the Invoices tab.

To download a copy of an invoice, contact support with the billing date you need and it will be sent to you.

 

Updating Your Payment Method

  1. Navigate to Admin > Billing and Subscription.
  2. Locate your active subscription and click Manage.
  3. Update your payment information and save.

If your payment method update is not saving or you are experiencing an error, contact support for assistance.

 

Changing Your Billing Contact

  1. Navigate to Admin > Billing and Subscription.
  2. Locate the billing contact section and update the contact name or email address.
  3. Save your changes.

The billing contact will receive invoices and subscription-related notifications going forward.

 

Cancelling Your Subscription or Turning Off Auto-Renewal

  1. Navigate to Admin > Billing and Subscription.
  2. Locate the cancellation or auto-renewal option.
  3. Submit your cancellation request or toggle off auto-renewal.

Note that cancellation requests may take time to process. Confirm your cancellation is reflected in the portal to avoid unexpected charges on your next renewal date.

If you do not see a cancellation option or need to confirm a cancellation has been processed, contact support.

 

Unexpected Charges

If you have been charged an amount you did not expect, the most common reasons are:

  • Additional managed users beyond your included amount were billed at $1.00 per user per month.
  • An auto-renewal processed before a cancellation request was completed.
  • A billing contact or payment method change did not save correctly.

To investigate an unexpected charge, navigate to Admin > Billing and Subscription and review your current plan and user count. If the charge cannot be explained by your current plan details, contact support with the charge amount and date.

 

When to Contact Support

For billing issues that cannot be resolved through the portal, reach out directly.

Email: support@cloudcapsule.io In-app: Navigate to Support and open a new ticket.