Payment problems

Nvivio is paid by card, at Mollie, in Subscription (/app/billing); only an owner of the organisation can pay or change the plan (Paying). This page is about what can go wrong. To change or cancel a plan, see VAT and invoices.

The card is declined when you pay

Nothing changes until a payment goes through: your organisation keeps its plan, and nothing is charged.

• Check the card number, the expiry date and the security code, and confirm the payment in your bank’s app if it asks (3-D Secure).
• Some cards are not allowed for online or foreign payments, or have a low limit. Your bank can lift that, or try another card.
• Only cards are accepted. Bancontact, iDEAL and SEPA direct debit are not offered.

After paying, Subscription says the payment is being confirmed and updates by itself; that takes a few moments.

A renewal failed

Each period is charged in advance on the card you first paid with. If that payment fails, for example because the card expired:

1. Nvivio tries again, 3 more times within 10 days, and emails the address for invoices each time.
2. Subscription says the last payment did not go through, with the number of tries. Your plan keeps running meanwhile.
3. Without a payment after the last try, the organisation moves to Free. Its data stays, but Free’s limits apply: sites above Free’s number are paused, people above it lose access, and cookie mode goes back to privacy mode (The Pro trial lists the same steps). Visits older than Free keeps stay 7 more days (A plan that keeps visits shorter).
4. Choose the plan again in Subscription and pay: paused sites and people come back by themselves.

A chargeback through your bank counts as a failed payment.

Pay with another card

There is no button to replace the card of a running plan yet. Is your card about to expire, or was it replaced? Email support@nvivio.com before the next payment. If a payment on the old card fails anyway, the steps above apply: once the organisation is on Free, choose the plan again and pay with the new card.

Wrong details on an invoice

Company name, address or VAT number wrong, or a VAT number you forgot? An invoice that was made cannot be edited. Email support@nvivio.com with the invoice number and the right details. How VAT follows from your country and VAT number is in VAT and invoices.

Where your invoices are

Owners and admins find every invoice under Invoices in the menu under your email address, with Open and Download; each also comes by email as a PDF (Invoices).