I’m being charged on a card I did not provide.
If you are seeing charges on a new credit card that you did not add to your Lucidpress account, it may be the case that your financial institution has automatically updated this information to Lucidpress as a courtesy. Financial institutions will do this to ensure that accounts using recurring payments remain in good standing when a new card is issued. In some cases, your financial institution may also allow recurring charges to continue on an expired card. If you have any concerns about this process, please contact your financial institution.
I think someone else is using my card.
At Lucidpress we take fraud, identity theft, and other unauthorized access to payment information very seriously. If you suspect someone is using your credit card or payment information to pay for their Lucidpress account without your consent, please contact us immediately.
I was billed before I anticipated.
If you were billed for your Lucidpress subscription before you anticipated, this might be because of timing discrepancies between your time zone and Lucidpress' billing cycle. Lucidpress issues bills using Coordinated Universal Time (UTC). This means that you will be billed seven days after you start your subscription, at the time of day that you started it. For example, if you start a 7-day trial on March 1st at 11:00 AM, your subscription will begin and you will be charged at 11:00 AM on March 8th at UTC time.
Please note: If your subscription starts on the 31st of the month you will be charged on the last day of the month (eg. the 28th, 29th, or 30th).
Access Invoices and Billing History
Where can I find my payment history?
You can view your current subscription information and billing history in your Account Settings. Click Plan and Billing, and under Current Plan you will find your subscription level, cost, and next renewal date.
How can I download my latest invoice?
You can view and download the most recent invoice for your subscription(s) in your Account Settings. Click Plan and Billing and you will find a list of your past payments under Billing History. Click the Invoice link to view more details about your payment, and click Download Invoice as PDF to download.
- You can only download the latest invoice for your account. To access previous invoices, please contact us.
- If you are on a Team or Enterprise account, you can only access and download invoices if you are the Account Owner or a Billing Admin.
I am not receiving the Lucidpress invoice emails.
If you have missed the latest invoice email from Lucidpress, it is possible that the email was filtered by your email provider as spam or promotional. To avoid this happening again, please add email@example.com and firstname.lastname@example.org to the address book of your email provider, as this will help it recognize that these emails are not spam/promo for you.
Modify Billing Information
You can change your credit card or billing information in your Account Settings.
To change your billing information, navigate to the Plan and Billing tab. Click to update your Payment Method. Enter your new billing information, and click Save Changes.
To modify future invoices to include the company name, navigate to the Plan and Billing tab. Click to Add Invoice Details. Under Invoice Settings, check the box next to Include company name, then enter the company name in in the corresponding text field. Click Save changes.
To add an additional CC to future invoices, navigate to the Plan and Billing tab. Click to Add Invoice Details. Under Notification Settings, check the box next to Other email address, then enter the email you would like CC'd on future invoices in the corresponding text field. You can also check the box next to Account admin to ensure the admin receives email receipt, too. Click Save changes.