Paying, pausing and cancelling

Add or update your card

Sidebar → Billing · /portal/billing

1. 1Find the Payment Method card for the studio you want. It shows your card brand and last four digits and its expiry, or "No card on file".
2. 2Click Update Payment Method, or Add Card if there is nothing on file. With more than one studio the buttons name the studio — "Update card for {studio}".
3. 3Stripe’s own billing portal opens in a new tab. Make the change there.

• Each studio has its own Stripe account, so there is one portal per studio. There is no combined card and no combined invoice.
• A card change comes back through Stripe, so it shows on the NEXT load of the billing page rather than instantly. Refresh if you do not see it.
• A family that has never had a subscription cannot add a card here: you get "Could not open billing portal" — "No payment information on file yet. Make a payment first to set up billing." If the studio has not finished its own Stripe setup you get told to contact them.
• There is no plan picker anywhere in the portal. Your studio assigns the plan; you manage the card.

Find a receipt

Billing → Payment History

• Payment History is one list across every studio, newest first.
• Each row shows what it was, the date, the amount and a status: Paid, Pending, Failed, Refunded or Partial Refund.
• Where Stripe supplied them, rows carry View Invoice and Download Receipt links, which open in a new tab.
• A past-due subscription puts a "Payment past due" banner at the top of that studio’s section with an Update card button.

Pause your membership

Billing → the pause card

There are two different controls here and which one you see depends on your studio’s settings. The card heading changes too — "Going away for a while?" when you have a plan, "Taking a break?" when you do not, and "Membership paused" once one is running.

1. 1If your studio allows self-service pausing and your membership is active, you get a Pause membership button. The dialog explains: "Billing stops while paused and resumes automatically at the end of the pause. You can resume sooner any time." Choose a length from the presets and confirm.
2. 2Otherwise — or as well — use Request a pause. Set "Pause from" and "Billing resumes", and watch the live line beneath showing the length, the maximum allowed, and how many pauses you have left this year.
3. 3If you have more than one child, choose in the For field whether this is the whole family or one student.
4. 4Add a Reason if you like, then click Send request. You get "Request sent" — "{studio} will review it and let you know."

• Send request stays disabled while there is a problem with the dates. The message tells you which: a missing date, a start in the past, an end before the start, or a length over your studio’s limit.
• While a request is live you get a status box — Pause requested, Pause scheduled or Pause in progress — with the dates, the studio’s note if they left one, and a Withdraw request button until it starts.
• You may have only one open request at a time. Where you cannot make another, the button is replaced by the reason.
• A family with no paid plan can still send one. Nothing changes in billing; it just puts on record that you will be away.
• Resuming: a Resume now button appears only if the pause was set by your family. If the studio put the hold on, the card reads "Contact {studio} to resume." instead.
• A requested pause is a DECISION for your studio, not something that happens the moment you ask. It sits in their Pause Requests queue until someone approves or declines it.
• You are emailed either way, and the studio can attach a note to the decision.
• If the studio approves a pause whose start date has already arrived, billing stops straight away and resumes on the end date. If the start is in the future, nothing is charged differently until that day comes.
• Declining changes nothing about your billing.
• A studio can also cancel a pause it has scheduled but that has not started yet — you are emailed about that too.
• Ask for dates that have not already passed. A window that has already ended cannot be approved, and the studio will have to decline it and ask you for new dates.

Cancel your membership

Billing → Cancel membership

When you see thisThe Cancel membership button appears only when your studio allows families to cancel themselves. Otherwise the card reads "Contact {studio} to cancel your membership." The whole card is hidden when you have no plan.

1. 1Click Cancel membership.
2. 2Read the confirmation: "Your membership will end at the close of the current billing period — you keep access until then and won’t be charged again. You can undo this any time before it ends."
3. 3Confirm with Cancel membership, or back out with Keep membership.

• Once scheduled, the card becomes "Membership ending" with the end date and a "Keep my membership" button. Using it confirms "Membership kept".
• A membership that has already ended cannot be restarted from the portal — you will be asked to re-subscribe through your studio.