Plans and billing

Frequently asked questions

• What payment methods do you accept?

  We accept credit and debit cards, including Visa and Mastercard, and PayPal. Payments are processed by Braintree, a PayPal service, and charged in US dollars.

  • Cards: your bank may ask you to confirm the payment (3-D Secure).

  • PayPal: connect your PayPal account once, and renewals are charged to it.

  You add a payment method when you activate your subscription. To change it later, open Billing & Invoices, pick or add a method under Payment Method and click Save payment method. Your active subscriptions move to the new method automatically.

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  • Are my payment details secure?

  • Download invoices and update billing details

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• Are my payment details secure?

  Yes. Your card details go straight from the payment form to our payment processor, Braintree, a PayPal service. HelpCenter.io never stores your card number.

  • We keep only the card type and its last four digits, or your PayPal email address, so you can see which method you're billed with.

  • Braintree follows PCI DSS, the security standard for handling card data.

  • Card payments can be confirmed with your bank through 3-D Secure.

  • Only the account owner can see or change billing details.

  For how we protect the rest of your account and content, see Security and privacy at HelpCenter.io.

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• Will I be charged as soon as I activate?

  Not if you're still in your free trial. When you activate during the trial, you keep the days you have left, and your first payment is taken when the trial ends.

  If your trial has already ended, you're charged as soon as you activate, and your help center comes back online right away.

  • Yearly plans are paid for the whole year up front.

  • Monthly plans are charged once a month.

  • Both renew automatically for the same period, and you get an invoice for every payment in Billing & Invoices.

  Ready to go? See Choose a plan and start your subscription.

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• How do I cancel my subscription?

  You can cancel at any time: email support@helpcenter.io from the account owner's email address and tell us which help center to cancel. There's no cancel button in the dashboard, so our team does it for you.

  • You won't be charged again after your current billing period.

  • When the subscription ends, your help center goes offline and shows a "This Help Center is Taking a Break" page. Your content is kept, so you can come back by activating a plan again.

  • Want your account and data deleted as well? Say so in the same email.

  • If you agreed to a 12-month term, it runs until the end of the term. Tell us before it ends to stop it from renewing.

  You can also delete a help center yourself in Settings → Danger zone (account owner only). Deleting cancels that help center's subscription straight away and permanently removes its content, so export it first. If you have more than one help center, contact support before you delete the first one you created, so the others stay online. See Export or delete a help center.

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  • Export or delete a help center

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• How much does each additional help center cost?

  Each help center has its own plan and subscription, so every additional help center costs the per-help-center price of the plan you choose for it, from $29/month on Bootstrap billed yearly. See Plans and pricing.

  • You see the price first. When you create a help center from My Help Centers, a confirmation shows the new subscription before anything is created. Click Adjust Plan to pick a different plan, or Yes, continue and create it.

  • It starts with a free trial of 5 days, or the rest of your own trial if you're still in it.

  • Plans are independent. Each help center can be on a different plan, and you change them one by one in Billing & Invoices.

  • You need an active subscription before you can create a second help center.

  Running many help centers, for example for clients? Email support@helpcenter.io to talk about your setup.

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• Do you charge VAT?

  Only for customers in the European Union. HelpCenter.io is run by HelpCenter Solutions Ltd. in Bulgaria, so VAT works like this:

  • Bulgaria: 20% VAT is always added.

  • Other EU countries: 20% VAT is added unless you enter a valid EU VAT number.

  • Outside the EU: no VAT is added.

  Prices on the pricing page don't include VAT. Enter your VAT number in VAT Number/Company Id when you activate your subscription, or later under Payment Details in Billing & Invoices. We check the number automatically, and you can type it with or without the country code. A change applies to your next payments.

  When VAT applies, your plan's price shows "Including 20% VAT." and each invoice lists the VAT amount.

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  • Download invoices and update billing details

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