Billing FAQ
This page answers the common questions about billing for accounts that signed up on their own at dash.nebty.de/register. To see how the sign-up works, read Start your free trial. If your question is not here, write to [email protected].
The free trial
Section titled “The free trial”How long is the trial, and what does it cost?
Section titled “How long is the trial, and what does it cost?”The trial lasts 14 days. You pay nothing during the trial. You must add a payment method (a card or a SEPA direct debit) when you sign up. Without a payment method, the trial does not start. Each company gets one trial. If a company that already had a trial signs up again, the subscription starts without a free period.
Do I get a reminder before the trial ends?
Section titled “Do I get a reminder before the trial ends?”Yes. A few days before the trial ends, nebty sends an email to the admins of the brand. Its subject is “Your nebty trial ends soon”. It names the end date and the amount that nebty charges after the trial. It also links to your billing page. nebty emails are in English at the moment. The brand header shows the end date at all times as Trial until, and the Billing page shows it as Trial ends on.
What happens when the trial ends?
Section titled “What happens when the trial ends?”The paid plan starts by itself. You do not need to do anything. Stripe, our payment provider, takes the first payment from the payment method you saved, and monitoring continues without a break.
How do I avoid being charged?
Section titled “How do I avoid being charged?”Cancel before the trial ends. If you cancel during the trial, nothing is charged. See How do I cancel?.
Prices and VAT
Section titled “Prices and VAT”What does nebty cost?
Section titled “What does nebty cost?”Current prices are on the pricing page: English, German. During sign-up you see the price of each plan, in the currency you chose, before you pay.
Is VAT included?
Section titled “Is VAT included?”No. All prices are net. Stripe Tax calculates the VAT from your billing address when you pay. You can see the amount on the Stripe payment page.
Can I use a VAT ID?
Section titled “Can I use a VAT ID?”Yes. If you buy as a business, enter your VAT ID on the Stripe payment page, next to your billing address. Stripe uses it when it calculates the tax, for example to apply the reverse charge where that is allowed. To change a VAT ID later, write to [email protected].
Invoices and the billing portal
Section titled “Invoices and the billing portal”Where do I find my invoices?
Section titled “Where do I find my invoices?”You get each invoice by email. You can also download them in the app. Select Billing in the navigation. The Invoices list shows the invoice number, the date, the amount and the status. Select the download icon in a row to get the PDF. In the Stripe billing portal you can see your invoices too.
Only brand admins see Billing. If it is missing for you, ask an admin of your brand.
Where do I change my payment method, or open the billing portal?
Section titled “Where do I change my payment method, or open the billing portal?”- Select Billing in the navigation. You find it at the bottom of the left sidebar, above Settings. The user menu at the top right has the same entry.
- Under Subscriptions, find the card of your brand. It shows the plan, the price, the status and the next date.
- Select Manage billing on that card. nebty opens the Stripe billing portal.
In the portal you can change your payment method, see and download your invoices, and cancel your subscription.
Cancelling
Section titled “Cancelling”How do I cancel?
Section titled “How do I cancel?”Open the billing portal as described above and cancel the subscription there. The card on the Billing page then shows Ends on and the date. During the trial, cancelling means that nothing is charged.
What happens after I cancel?
Section titled “What happens after I cancel?”Monitoring stops at the end of the period you have already paid for. Until then, everything works as before. Use this time to export what you need, for example takedown reports (see Share a report) or the takedown list as a CSV file.
When monitoring has stopped, the brand shows a banner with the text “Your subscription was canceled. Monitoring is paused.” and “Your data stays available.” Under the data processing agreement (DPA), section 12, nebty deletes your data within 30 days after the contract ends. You can ask for your data to be returned before that. Write to [email protected].
Can I start again later?
Section titled “Can I start again later?”Yes. A brand admin selects Reactivate monitoring in the banner, chooses Monthly or Annual, and pays on the Stripe page. A reactivation has no free trial. Monitoring starts again after the payment. The page then shows “Monitoring is active again”.
Failed payments
Section titled “Failed payments”What happens when a payment fails?
Section titled “What happens when a payment fails?”It depends on the payment.
- The first payment after the trial fails. Monitoring pauses at once. The brand shows “Your trial has ended. Monitoring is paused.”
- A later payment fails. Stripe tries to collect the payment again by itself, and nebty sends you the email “Your nebty payment did not go through”. Monitoring keeps running for a grace period of 7 days. If the payment is still open after that, monitoring pauses. The brand then shows “A payment failed. Monitoring is paused.”
While monitoring is paused, your data stays available. Only the monitoring stops.
How do I restart monitoring after a failed payment?
Section titled “How do I restart monitoring after a failed payment?”Pay the open amount or update your payment method in the billing portal (see above). Monitoring resumes by itself when the payment goes through. The banner on the brand has a Go to billing button for this. If the subscription was cancelled, use Reactivate monitoring instead, as described under Can I start again later?.
Only brand admins can pay or reactivate. Other members see the hint to ask an admin.
The annual plan
Section titled “The annual plan”How does the annual plan work?
Section titled “How does the annual plan work?”You pay once a year instead of every month. The Billing page shows the price as “per year” and the next renewal date as Renews on. Cancelling works the same way as for the monthly plan. Current prices are on the pricing page (English, German). To switch between the monthly and the annual plan, write to [email protected].
Contact
Section titled “Contact”For any question about billing, write to [email protected].