Account & billing FAQ

Questions about your Skyforge subscription (what you pay us). For the step-by-step of changing or cancelling your plan, see Managing your subscription. For what your customers pay you, see Payment setup; for tier prices and overages, see Pricing & overages.

Trials

How long is the free trial? 14 days. You pick a plan at signup and a card is collected, but you’re not charged until the trial ends.

What can I do during the trial? Your trial runs on the plan you selected — you see that plan’s real limits and allowances, so it’s an accurate preview of what you’re buying.

When am I charged? At the end of the 14 days. We email a reminder 3 days before trial end with the exact amount and date.

What if the first charge fails? You move into a 7-day grace period rather than being cut off immediately. You keep full access, and a banner with a Resolve now button appears in Settings → Billing. We don’t auto-retry the first charge — you resolve it from Settings once your card is ready. If it’s still unresolved when the 7 days are up, the workspace is suspended (see Renewals & failed payments below).

Renewals & failed payments

When does my plan renew? On your anniversary day — the day of the month you signed up — at your plan’s rate. Annual plans renew yearly.

A renewal payment failed. What happens? We retry your card automatically once a day for 5 days:

You keep full access to your workspace throughout the retry window. A banner shows the suspension date, and you can fix it anytime by updating your card in Settings → Billing — the next retry uses the new card.
Your customers are unaffected — their galleries and purchases keep working (their payments go to your own Stripe/Square, which we’re never in the middle of).

(The first-charge failure after a trial is handled a little differently — a 7-day grace period with no auto-retry; see Trials above.)

What if it still hasn’t gone through? After the retry window (or the trial grace period) the workspace is suspended: admin access is limited to the billing page, where a Resolve now button charges your card to reactivate immediately. Even while suspended, customers keep read access to photos they’ve already purchased — we don’t hold paid galleries hostage over a billing issue. Suspension clears automatically as soon as payment succeeds.

Changing plans

Upgrading to a higher tier Takes effect immediately with a prorated charge for the rest of the current period. Your renewal date doesn’t change.

Downgrading to a lower tier Takes effect at your next renewal — no charge today. You keep your current tier’s limits until then.

Switching monthly ↔ annual

Monthly → annual applies immediately (your unused monthly time is credited against the annual charge).
Annual → monthly applies at your next renewal.

Notes

The custom-domain add-on isn’t available on Starter, so downgrading to Starter removes it (effective at the downgrade date — we email you).
You can’t change plans while suspended — resolve payment first.

Cancellation & data

How do I cancel? Settings → Billing → Cancel subscription. Your plan stays active until the end of the current period — you keep full access until then and there are no future charges after that date.

What happens to my galleries? After cancellation takes effect, your galleries stay accessible to customers for a retention window (30 days by default). During that window you can still log in to export your data and download invoices (no new shoots or edits). After the window, media is deleted, while invoices and billing records are kept for 2 years.

Can I come back?

Before your cancellation takes effect: click Reactivate from the banner.
During the retention window: contact support to reactivate.
After the retention window: data is gone and the account can’t be restored.

Refunds? No pro-rated refunds — you keep access for the period you paid for. (We can issue goodwill credit in special cases — reach out.)

Can I get my old workspace URL back later? Cancelled workspace URLs (slugs) are not reused, as a safeguard against impersonation and stale bookmarks.

Still stuck?

Use the Feedback button in the app — it captures the page you’re on so we can help faster.