Billing & Account Guide

This guide explains how Last Chance billing works, including pricing tiers, subscription management, and account settings.

Overview

Last Chance uses usage-based pricing tied to your Klaviyo profile count. Your tier automatically adjusts based on your subscriber list size, ensuring you always pay the right amount for your needs.

Accessing Account Settings

  1. From the dashboard, click Account in the left sidebar
  2. The Account page displays your current tier, profile count, and subscription status

Pricing Tiers

Last Chance offers six pricing tiers based on your Klaviyo profile count:

TierProfile CountPrice
Starter0 – 2,500$19/month
Growth2,500 – 10,000$29/month
Professional10,000 – 50,000$99/month
Business50,000 – 200,000$199/month
Scale200,000 – 500,000$399/month
Enterprise500,000+Contact us

How Tiers Work

  • Your tier is automatically calculated based on your Klaviyo profile count
  • Profile count is synced from your connected Klaviyo account
  • When your count changes, your tier adjusts accordingly
  • Billing is prorated when you move between tiers

Understanding Profile Count

What Counts as a Profile?

Your profile count includes all profiles in your connected Klaviyo account. This typically includes:

  • Active subscribers
  • Unsubscribed contacts (still in Klaviyo)
  • Suppressed profiles

Syncing Your Profile Count

Your profile count syncs automatically, but you can manually sync it:

  1. Navigate to the Account page
  2. Click the Sync button next to your current tier
  3. Wait for the count to update
  4. Your tier will adjust if the count has changed

Free Trial

New accounts get a 30-day free trial with full access to all features (no credit card required). During the trial you can use A/B testing, AI chat, order attribution, and all premium features. When the trial ends, you can subscribe to keep full access or continue on the free tier with limits.

Free Tier

After your trial ends (or if you choose not to subscribe), you stay on the free tier. The service remains available: your unsubscribe pages keep working with core features.

What's Included on Free Tier

  • Unsubscribe pages and core customization (up to 3 pages per team)
  • Attributed orders up to a cap (e.g. 10; configurable by environment)
  • Auto-sync from Shopify for discount codes
  • Analytics with a limited time range (e.g. 30 days)

Free Tier Limits

  • Attributed orders: Order attribution is capped on the free tier. Beyond the cap, new attributed-order events are not recorded.
  • AI chat: Available with a daily message cap; upgrade for unlimited AI editing.
  • Analytics: Only the most recent period (e.g. 30 days) is available; paid plans get uncapped history.
  • Premium features (A/B testing, Delay Code Delivery, Require Klaviyo ID Validation, Auto-recreate on delete for discount codes) require a paid subscription or an active trial.

Free Tier Banner

When you're on the free tier, a banner may show:

  • Your attributed orders used vs. limit
  • Link to upgrade for premium features

Upgrade Anytime

  • Subscribe from the Account page to unlock premium features and unlimited order attribution
  • Your pages remain functional on the free tier; upgrading is optional

Starting a Subscription

Subscribe to Upgrade

  1. Connect your Klaviyo account (required so we can determine your tier and price).
  2. Navigate to the Account page
  3. Click Subscribe or Manage Subscription
  4. You'll be redirected to Stripe Checkout
  5. Enter your payment information
  6. Complete the purchase — you're subscribed!

What's Included (Paid Plans)

Paid tiers include:

  • Up to 3 unsubscribe pages per team (same cap for all tiers)
  • Unlimited team members
  • Full analytics access (uncapped time range)
  • Klaviyo integration
  • All customization features
  • Option to hide "Powered by Last Chance" branding (Account → Branding)
  • Email support

Managing Your Subscription

Billing Portal

Access the Stripe billing portal to:

  • View your current plan
  • Update payment methods
  • Download invoices
  • View payment history
  • Cancel your subscription

To access:

  1. Go to the Account page
  2. Click Manage Billing or Billing Portal
  3. You'll be redirected to Stripe's secure portal

Update Payment Method

  1. Access the billing portal
  2. Click Payment methods
  3. Add a new card or update existing
  4. Set the new card as default

Download Invoices

  1. Access the billing portal
  2. Click Billing history
  3. Find the invoice you need
  4. Click Download for a PDF

Tier Changes

Automatic Upgrades

When your profile count increases past a tier threshold:

  1. Your tier automatically updates on the next sync
  2. Your Stripe subscription is prorated
  3. You're charged the difference for the remaining billing period
  4. You receive a confirmation email

Example: If you're on the Growth tier ($29/month) halfway through your billing period and move to Professional ($99/month), you'll be charged ~$35 ($70 prorated for the remaining half month).

Automatic Downgrades

When your profile count decreases below your current tier:

  1. Your tier automatically updates on the next sync
  2. Credit is applied to your account
  3. Future invoices are reduced accordingly

Enterprise Tier

If your profile count exceeds 500,000:

  1. Your tier shows as "Enterprise"
  2. Automatic billing doesn't apply
  3. Contact us for custom pricing
  4. We'll work with you on a tailored plan

Subscription Status

Last Chance uses a 30-day full-access trial when you sign up (managed by Last Chance, not Stripe). After the trial, you're either on a paid subscription or the free tier.

Your Stripe subscription can have these statuses:

StatusDescription
ActiveSubscription is current and paid
Past DuePayment failed, retry scheduled
CanceledSubscription ended
CancelingSet to cancel at period end

Handling Failed Payments

If a payment fails:

  1. Stripe automatically retries the charge
  2. You receive email notifications
  3. Your access continues during the retry period
  4. Update your payment method to resolve

Reactivating a Subscription

If your subscription was canceled:

  1. Go to the Account page
  2. Click Subscribe or Reactivate
  3. Complete the checkout process
  4. Your subscription is restored

Canceling Your Subscription

How to Cancel

  1. Access the billing portal
  2. Click Cancel subscription
  3. Select a reason (optional but helpful)
  4. Confirm the cancellation

What Happens After Cancellation

  • You retain access until your billing period ends
  • After that, you move to the free tier; your pages continue to work with free-tier limits
  • No further charges will be made
  • Data is retained; you can reactivate at any time

Account Settings

Team Information

Your Account page displays:

  • Team name
  • Subscription status
  • Current tier and pricing
  • Profile count with sync option
  • Progress bar showing position within tier

Klaviyo Connection

If Klaviyo isn't connected, you'll see a prompt to connect it. Your tier can't be calculated without a Klaviyo connection.

FAQ

When is my billing date?

Billing occurs on the anniversary of your subscription start date. For example, if you subscribed on the 15th, you're billed on the 15th of each month.

Can I pay annually?

Annual billing is available for Business tier and above. Contact support for details.

What currency do you charge in?

All prices are in USD. Your payment processor may apply currency conversion fees.

Do you offer refunds?

We offer prorated refunds for downgrades. For cancellations, you retain access until the period ends but are not refunded for unused time.

What happens to my data if I cancel?

  • Your account and data are retained; you move to the free tier
  • Your unsubscribe pages continue to work with free-tier limits
  • Contact support if you need to export or delete your data

Can I pause my subscription?

We don't offer subscription pausing. You can cancel and reactivate later, but you'll lose access during the gap.

How do I get Enterprise pricing?

Contact us at sales@lastchanceemail.com with:

  • Your current profile count
  • Expected growth
  • Any specific requirements

Is there a setup fee?

No, there are no setup fees. You only pay your monthly subscription.

Do team members cost extra?

No, all plans include unlimited team members at no additional cost.

Troubleshooting

Tier Not Updating

If your tier seems incorrect:

  1. Click Sync on the Account page
  2. Wait a few moments for the sync to complete
  3. Verify your Klaviyo connection is active
  4. Check that your Klaviyo account has the expected profile count

Payment Failed

If a payment fails:

  1. Check that your card isn't expired
  2. Verify sufficient funds are available
  3. Update your payment method in the billing portal
  4. Contact your bank if the card is being declined

Can't Access Billing Portal

If you can't access billing:

  1. Verify you have Admin role on your team
  2. Try logging out and back in
  3. Clear your browser cache
  4. Contact support if issues persist

Invoice Not Received

Invoices are sent to the email associated with your Stripe account:

  1. Check your spam/junk folder
  2. Verify the email address in the billing portal
  3. Download invoices directly from the billing portal

Contact Billing Support

For billing questions or issues:

Include your team name and email address in all communications.

Next Steps