Billing details #
Start off by heading to your Clerk.io backend, locate and select the management account in the top left corner.
Once you have selected the main account you will be presented with a menu on the left hand side of the screen. Select Billing.
Now you have selected billing you will be able to see this page is split into 4 sections: Current Subscription, Invoices, Billing Information and Payment Details.
Current Subscription #
This is a breakdown of what Clerk.io products you are currently subscribed to/using. Here you will find the product, volume of usage per month and the price you pay for each, along with any active discounts that may be applied.
Invoices #
This is a list of all past and current invoices, including the invoice number, date it was produced, when it is due, when it was paid, the current status and total invoice amount.
Here you are also able to download your invoices should you need to.
Billing Information #
This section is split into 3 areas: Company info, Billing Info and Contact Info. These areas are where you can input and change the details to be used on your invoice.
Payment Details #
Here is where you can see your current payment method, the card associated to the account, frequency of payment, amount per charge and your next charge date.
You can also update your card details here too. When you update your card details, the new card details automatically replace the old one as the primary card and the old card details are deleted.
Autoscaling #
Clerk.io keeps your customers engaged on your webshop for longer, increasing basket size, average order value and more. With customers engaging for longer your usage may increase outside your current usage tier. However, an increase in usage is a positive sign that your store is growing.
Autoscaling happens when the average usage increases. The account is autoscaled to the relevant tier based on the usage and you will receive an email notification with a breakdown of the autoscale included. We of course don’t autoscale if there is a temporary peak in usage, like on Black Friday.
Reducing usage #
If you would like to reduce your usage, it is simply a case of reducing the amount of Clerk.io content on your site, such as recommendations sliders or the amount of email snippets used in your emails. Book a review with your Customer Success Manager to guide you through the removal of content to ensure your best performing content is not removed and any unnecessary content increasing usage is highlighted.
What next? #
Following the removal of any content, you should start to see your usage decrease, you can track this in the Clerk.io backend under usage in the management section (This will always be the top selection). You will see a full usage dashboard breaking down your usage
Over the following 3 months you can monitor your average usage here and once you are below the usage tier you are currently on you can book a review with your Customer Success Manager to go over this.
Cancelling #
Note: Cancelling must always be done through my.clerk.io. Clerk employees are not able to cancel accounts in response to an email or phone request. See our terms of service for more info.
If you are considering cancelling because Clerk.io is not performing as expected, we would love to have one of our product-experts help you make more money. Reach out to support@clerk.io and we will be more than happy to help.
In order to be able to cancel your account, you need have the Admin role the Clerk.io account. See section below “Not seeing the “cancel your company’s account” link?” for details.
1. Login to my.clerk.io
2. Search for “billing” and click the link:
3. Scroll to the bottom of the page, and find “How do I cancel my account?”
4. Click the link “this link”
This will start the cancellation process.
You will be taken to a screen asking you to provide a reason for the cancellation. We really appreciate your feedback since it helps us improve:
You need to write a few lines explaining your cancellation reason:
When you click " I understand - cancel subscription now!" your account will be set for deactivation, it will remain active for the remainder of your payment period.
Your data will be deleted 14 days after the deactivation of your store
For monthly contracts, the termination period consists of the remaining days in the current subscription month plus one month.
For quarterly, half-yearly, and yearly contracts, this consists of the remaining days of the current month (as per your contract start date) plus one month.
Please note, if you don’t want to be billed for the next period, the last possible day for a contract termination request is ONE day and ONE month before contract renewal.
Your data and statistics will be kept for a period of 14 days should you change your mind.
All data will be deleted past this time frame.
Not seeing the “cancel your company’s account” link?
This is likely because you are not an Admin of the account.
To check who the Admin is:
1. Search for “Users” in the search-field and click the link:
2. Here you can see who the Admins of the account are:
Should you have any problems during the cancellation, please reach out to support@clerk.io and we will help in any way we can.