Account & billing FAQ
Questions about your Skyforge subscription (what you pay us). 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 grace period (below) rather than being cut off immediately.
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 payment failed. What happens? You enter a 7-day grace period:
- You keep full access to your workspace, with a banner showing the suspension date and a Resolve now button in Settings → Billing.
- 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).
- We don’t silently retry during grace — you resolve it from Settings when your card is ready.
What if I don’t resolve it? After the grace window the workspace is suspended: admin access is limited to the billing/resolve page until you pay. Even then, customers keep read access to photos they 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/Professional, so downgrading to those 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.