Billing and Payments

How your subscription payments are made, change your payment method, and our billing page explained.

Written by Tommy Mains

Updated at August 19th, 2024

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Table of Contents

The Billing Page Updating Your Payment Method Stripe Customer Portal Managing Licenses Pricing Details Tax Information Frequently Asked Questions

The Billing Page

 

Users with Owner, Admin, and Coach roles can review the billing page.

Follow these steps to review your billing information:

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.

 

 

 

Updating Your Payment Method

From Billing settings, here's how to update your payment method through Stripe, our merchant of record. You can use a credit card or United States bank account to pay for your Ninety subscription.

  1. Click the click here link after “To update your payment method.”
  2.  Enter your payment information.
  3. Click Add.

Watch the video below to see how to connect a bank account.

 

Stripe Customer Portal

Use Stripe's customer portal to update your billing information, view invoices, and change subscription plans.

 

Update Information

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Stripe Customer Portal.
  4. Click Update Information under the Billing Information section.
  5. Enter the information required.
  6. Click Save.
 
 

Invoices

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Stripe Customer Portal.
  4. Scroll down to the bottom of the page to see the Invoice History section.
  5. Click on any date to view more details and download an invoice or receipt.
 
 

Plans

Here's how to change between Monthly and Yearly subscription plans.

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Stripe Customer Portal.
  4. Click Update Plan under the Current Plan section.
  5. Click Continue after clicking Monthly or Yearly.
 
 

Cancel

To cancel your subscription:

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Stripe Customer Portal.
  4. Click Cancel Plan under the Current Plan section.
  5. Click Cancel Plan.

Or

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click cancel subscription.
  4. Click Cancel Plan.
 
 

 

Managing Licenses

Licenses determine how many paid user roles are active in the Directory.

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Manage licenses.
  4. Adjust the quantity.
  5. Click Next.
  6. Click Confirm on the Confirm your updates page.

 

Pricing Details

View all our pricing information here.

 

Tax Information

Account holders are billed the standard pricing rate plus tax based on the zip code on file. Local sales tax may also apply.

 

Frequently Asked Questions

 Where do I add or change my billing email address?

You can update your billing email address in the Ninety platform.

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Stripe Customer Portal.
  4. Click Update Information under the Billing Information section.
  5. Enter the information required.
  6. Click Save.
 
 

How can I access invoices or receipts?

You can access invoices and receipts through the billing portal:

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Stripe Customer Portal.
  4. Scroll down to the bottom of the page to see the Invoice History section.
  5. Click on any date to view more details and download an invoice or receipt.

 

 

For historic invoices, contact our support team.

 
 

 Will Stripe or Ninety apply taxes to my payment?

Stripe adds all applicable taxes to your invoice.

 
 

How is my tax rate determined?

Your tax rate will be determined by your local tax laws and will be applied to your 
balance.
 

 
 

 What is Ninety's Refund Policy?

After successful payment has been made, there is no option for a refund. Owner and Admin role users will have full access to their account to make updates to their user count, or cancel their subscription at any time.

 
 

 Can I update my billing cycle from annual to monthly (or vice versa)?

Yes, you can change to annual or monthly billing by navigating to the settings pages and opening the billing section. 

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Stripe Customer Portal.
  4. Click Update Plan under the Current Plan section.
  5. Click Continue after clicking Monthly or Yearly.
 
 

 What types of payment are supported?

We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, and China UnionPay payments from customers worldwide.


ACH (direct payment through a bank account) is only available for US banks.

 
 

 What's the difference between an invoice and a receipt?

  • Invoices include the Date Due, Date of Issue, and Amount Due. 

 

  • Receipts include the Receipt number and payment details (date paid and payment method). 

 
 

 If I add a paid user in the middle of the pay cycle, when am I billed?

Payments are made for the next period ahead (monthly or yearly, based on your subscription.

So, you'll immediately be billed a prorated amount for the remaining number of months in the year or days in the month.

 
 

 Where can I enter tax-exempt details?

If you are tax-exempt, please notify Ninety and provide a certificate for validation. You can reach out to our Support team via chat or email or notify your Customer Success Manager.

 
 

 Where can I see the status of my coupon?

The Stripe Customer Portal on our billing page details all coupon details.

  1. Click your name from the bottom of the left navigation.
  2. Click Billing from the popup.
  3. Click Stripe Customer Portal.
 
 

 Will I pay any merchant fees?

No, customers are never responsible for Stripe's merchant fees. 

 
 

 

 

 

 

 

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