You can update your billing email address in the Ninety platform.

1. Click your name from the bottom of the left navigation.
2. Click Billing from the popup.
3. Click Billing portal.
4. Click Update Information under the Billing Information section.
5. Enter the information required.
6. Click Save.

You can access invoices and receipts through the billing portal:

1. Click your name from the bottom of the left navigation.
2. Click Billing from the popup.
3. Click Billing portal.
4. Scroll down to the bottom of the page to see the Invoice History section.
5. Click on any date to view more details and download an invoice or receipt.

For historic invoices, contact our support team.

Yes, you can change to annual or monthly billing by navigating to the settings pages and opening the billing section. 

1. Click your name from the bottom of the left navigation.
2. Click Billing from the popup.
3. Click Billing portal.
4. Click Explore plans.
5. Click the Explore Pans button.
6. Choose between the Monthly billing and Annual billing options.
7. Review the changes.
8. Click Confirm.

We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, and China UnionPay payments from customers worldwide.

ACH (direct payment through a bank account) is only available for US banks.

Payments are made for the next period ahead (monthly or yearly, based on your subscription).

So, your invoice shows your upcoming month’s charge plus any licenses added (or removed) in the previous months after the billing period ended.

If you are tax-exempt, please notify Ninety and provide a certificate for validation. You can reach out to our Support team via chat or email or notify your Customer Success Manager.

The Stripe Customer Portal on our billing page details all coupon details.

1. Click your name from the bottom of the left navigation.
2. Click Billing from the popup.
3. Click Billing portal.

No, customers are never responsible for Stripe's merchant fees. 

Yes, trial extensions are available in certain circumstances. Common reasons we grant extensions include office closures during holidays, unexpected business disruptions, or situations where your team couldn't fully evaluate Ninety during the standard 30-day trial.

To request a trial extension, contact our support team through the chat widget in your Ninety account or email support. Include your company name, the reason for your extension request, and how much additional time you need. Our team will review your request and respond promptly.

Note that trial extensions are evaluated on a case-by-case basis and aren't automatically granted. Reach out as soon as you realize you need more time, ideally before your trial expires.

The All-In discount gives you 30% off when you commit to annual billing with licenses for all full-time employees (30+ hours per week). Here's how to apply it:

If you're currently on a monthly plan:

1. Click your name at the bottom of the left navigation.
2. Click Billing.
3. Click Explore plans.
4. Toggle to Annual billing.
5. Select your preferred plan (Essentials, Accelerate, or Thrive).
6. Enter the discount code provided by our team during checkout.
7. Update your payment information if needed.
8. Review the total and click Confirm.

Important: When switching from monthly to annual billing, you'll see the annual charge for your current users before applying the discount code. Don't worry — once you enter the discount code at checkout, your total will reflect the 30% savings. You'll be charged the prorated amount for the remainder of your current billing period, then the full discounted annual rate at your next renewal.

If you're adding users after applying the All-In discount, the new users will automatically receive the same discounted rate for the remainder of your annual subscription.

Having trouble applying your discount code? Contact our support team and we'll help you complete the upgrade.

Ninety uses prorated billing to ensure you only pay for what you use.

When you add users:

• You'll be charged a prorated amount for the new user based on the time remaining in your current billing cycle.
• For monthly subscriptions, the charge covers from the date you add them until your next monthly renewal.
• For annual subscriptions, the charge covers from the date you add them until your next annual renewal.
• The charge appears immediately on your payment method.

When you remove users:

• You'll receive a prorated credit applied to your Ninety account.
• This credit automatically applies to your next invoice.
• You can view available credits in your billing portal.
• For monthly subscriptions, the credit applies to your next monthly payment.
• For annual subscriptions, the credit applies to your next annual renewal or can be used when adding new users.

To verify your current license count:

1. Click your name at the bottom of the left navigation.
2. Click Billing.
3. Review the "Active users" count shown in your subscription details.

If you see a discrepancy between your expected user count and what appears in billing, check for pending invitations or users who may have multiple accounts. Contact our support team if the numbers still don't match.

Yes, when you upgrade your subscription plan (for example, from Essentials to Accelerate or Thrive), you'll be charged immediately for the difference between your plans on a prorated basis.

Here's how it works:

For monthly subscriptions:

• You're charged the prorated difference between your old plan and new plan for the remainder of your current billing month.
• Starting with your next monthly renewal, you'll be charged the full price of your new plan.

For annual subscriptions:

• You're charged the prorated difference between your old plan and new plan for the remainder of your current billing year.
• Starting with your next annual renewal, you'll be charged the full price of your new plan.

If a payment fails, Ninety's billing system automatically retries your payment method several times over the following days. You'll receive email notifications when a payment fails and before each retry attempt.

Here's our payment retry process:

Days 1-7: The system attempts to process your payment up to 9 times using your saved payment method.

Email notifications: You'll receive alerts at your billing contact email address after the initial failure and before your subscription is at risk of cancellation.

Grace period: Your team maintains full access to Ninety during the retry period, so you won't experience any service interruption while we attempt to process payment.

After final retry: If all payment attempts fail, your subscription will be downgraded to our free plan. Your data is preserved, but you'll lose access to paid features.

To update your payment method and reactivate your account:

1. Click your name at the bottom of the left navigation.
2. Click Billing.
3. Click Update payment method.
4. Enter your new payment information.
5. Click Explore plans to reselect your subscription tier.
6. Complete the checkout process.

Your account will reactivate immediately, and all your data will be intact. If you experience repeated payment failures, verify that your payment method has sufficient funds and hasn't expired. Contact your financial institution if problems persist.

Important: You won't lose your data during payment issues. We preserve all your information so you can pick up right where you left off once payment is resolved.

Refund eligibility for annual subscriptions is evaluated on a case-by-case basis. Ninety doesn't offer automatic prorated refunds for mid-year cancellations, but we understand that business circumstances change.

If you need to cancel your annual subscription before your renewal date, here's what to do:

1. Click your name at the bottom of the left navigation.
2. Click Billing.
3. Click Cancel my subscription.
4. Complete the exit form explaining your situation.
5. Click Continue, then Cancel subscription.

After canceling, your account will remain active until the end of your current paid period. You'll retain access to all paid features until your subscription expires.

For refund requests: Contact our support team after canceling and explain your circumstances. Common situations we review for potential refunds include:

• Unexpected business closures or significant downsizing.
• Technical issues that prevented you from using the platform.
• Miscommunication about subscription terms or renewal.

Our team will review your request and work with you to find a fair solution. While we can't guarantee refunds for all situations, we're committed to supporting our customers.

Prevention tip: If you're unsure about committing to an annual subscription, start with monthly billing. You can always switch to annual billing later to take advantage of cost savings.

Ninety offers a 50% discount to qualified 501(c)(3) non-profit organizations. Here's how to apply this discount:

For new accounts:

1. Start your free trial at ninety.io.
2. Before your trial ends, contact our support team through the chat widget.
3. Provide your organization's name and 501(c)(3) verification documentation.
4. Our team will apply the discount code to your account.
5. When you're ready to subscribe, the 50% discount will automatically apply at checkout.

For existing paid accounts: Contact our support team with your 501(c)(3) documentation, and we'll adjust your subscription and apply the discount going forward.

When adding users to a non-profit account: If your account already has the non-profit discount applied, new users you add will automatically receive the same 50% discount. You don't need to request the discount code again.

The non-profit discount applies to all subscription tiers (Essentials, Accelerate, and Thrive) and works with both monthly and annual billing.

Required documentation:

• IRS 501(c)(3) determination letter, or
• Official documentation showing your non-profit tax-exempt status

Note: The 50% non-profit discount is separate from our tax exemption benefit. Eligible organizations can also avoid sales tax by providing appropriate tax exemption certificates to our billing team.

Ninety automatically sends invoices to your billing contact email address after each successful payment. You can also access invoices directly in your account.

To download invoices from Ninety:

1. Click your name at the bottom of the left navigation.
2. Click Billing.
3. Scroll to the Payment History section.
4. Click the download icon next to any invoice you need.

If you're not receiving invoice emails:

• Check your spam/junk folder for emails from Ninety.
• Verify your billing contact email address is correct in your account settings.
• Add our billing email address to your contacts to ensure future invoices aren't filtered.

To update your billing contact:

1. Click your name at the bottom of the left navigation.
2. Click Billing.
3. Click Edit billing contact.
4. Update the email address and save changes.

Only Owners and Admins can access billing information and download invoices. If you need invoice access but don't have these permissions, ask your account Owner or Admin to either download the invoices for you or update your user role.

Missing a specific invoice? Contact our support team with the payment date and amount, and we'll resend it to you.