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:

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 receive a 60-day free trial with full access to all features.

During Your Trial

• Access all features without restriction
• No credit card required to start
• Your tier is calculated but not billed
• Trial countdown displayed in the dashboard

Trial Banner

While on trial, you'll see a banner showing:

• Days remaining in your trial
• Your current profile count and tier
• Link to start your subscription

When Trial Ends

When your trial expires:

• A banner prompts you to subscribe
• Your pages remain functional
• You'll need to subscribe to continue making changes

Starting a Subscription

Subscribe After Trial

1. Navigate to the Account page
2. Click Subscribe or Manage Subscription
3. You'll be redirected to Stripe Checkout
4. Enter your payment information
5. Complete the purchase
6. You're subscribed!

What's Included

All tiers include:

• Unlimited unsubscribe pages
• Unlimited team members
• Full analytics access
• Klaviyo integration
• All customization features
• 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

Your subscription can have several statuses:

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
• Your pages continue to work until the period ends
• No further charges will be made
• Data is retained for 30 days after expiration
• 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?

• Data is retained for 30 days after subscription ends
• After 30 days, data may be deleted
• Contact support within this window to export 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:

• Email: billing@lastchanceemail.com
• Enterprise Sales: sales@lastchanceemail.com

Include your team name and email address in all communications.

Next Steps

• Getting Started Guide - Set up your first page
• Analytics Guide - Understand your data
• Team Management - Manage your team