Overview
Payments for SaaS Custom Domains are handled by Paddle, our payment provider and merchant of record. Paddle charges your card or PayPal account every month and emails you a receipt. On your bank statement the charge shows up as Paddle or as White Shores Tech d.o.o., the company behind SaaS Custom Domains.
Everything below is on the Settings → Billing page. Only account admins can manage billing.
Update your card
Go to Settings → Billing.
Under Payment Method, click Update payment method.
Enter the new card or PayPal account in the Paddle window.
Don't see the button? This can happen while a payment is past due. Open any email from Paddle about your subscription and use its link to update your payment details, or message us and we'll send you the link.
Receipts and invoices
Past payments are listed under Billing History. Click View next to a payment to open its receipt.
To show your company name, address or VAT ID on your receipts, add them under Extra Billing Information on the same page.
VAT
Paddle adds VAT where it applies. Our prices don't include it. If your business is VAT-registered, enter your VAT ID during checkout and VAT won't be charged.
Missed it at checkout? Send us your company name, address and VAT ID through chat. We'll ask Paddle to add it to your subscription and, where possible, refund the VAT on recent payments.
If a payment fails
When a charge fails, Paddle emails you and automatically retries it several times over the following weeks. Your custom domains keep working while the payment is past due.
Update your payment method as soon as you can. Once you have, message us if you'd like us to retry the payment right away.
If every retry fails, the subscription is cancelled automatically and your custom domains stop serving traffic. Visitors will see a "Configuration in progress" page instead of your app. To get them working again, start a new subscription (see below).
Start a new subscription after a cancellation
A cancelled subscription can't be restarted, but your upstreams, custom domains and settings are kept. Go to Settings → Billing and choose a plan to start a new subscription.
You're charged right away, because the free trial can only be used once. Your domains start working again within a few minutes.
Subscribed, but the app still asks you to subscribe?
After checkout, it can take Paddle a minute to confirm your payment to us. Wait a minute, then log out and log back in.
Please don't start a second subscription. You only ever need one. If you already have two, message us and we'll cancel the extra one and sort out the charge.
Pause or cancel your plan
Pause plan: the pause starts on the first day of your next billing cycle. You're not charged while your plan is paused, and your custom domains don't serve traffic until you resume.
Cancel plan: your plan stays active until the end of the period you've already paid for. Until then, you can click Resume plan to undo it. After that, your custom domains stop working.
Add-ons are turned off separately. See Domain Analytics and Caching.
Change the billing email
Receipts go to the email address on your Paddle subscription. To change it, message us with the new address and we'll update it with Paddle.
Until next time, keep building!
Need more help? Reach out via the Intercom chat widget and we'll be right with you!