Manage your MapleGather subscription

This guide covers subscribing after your trial, viewing your usage and billing details, setting a contact-count alert, and cancelling your subscription.

Who can do this: Org owners have subscription access by default. An authorized Finance manager can be delegated permission to view usage, manage payment and alerts, or cancel; those are separate permissions. Ask your org owner if an action you need is unavailable.

Before you start

• To subscribe, you need a credit or debit card. Card details are entered directly into Stripe’s secure form — they never pass through MapleGather’s servers.
• All features are included. Pricing is based on your contact count only. Any sales tax is added on top as its own line.

Steps

Subscribe (move from trial to paid)

To move from your free trial to a paid subscription — including applying a promo code and what to do if your card is declined — see Convert your trial to a paid subscription.

View usage and billing details

1. Go to Subscription (at /admin/admin-security/subscription).
2. The dashboard shows:
   • Your current contact count
   • The included-contacts threshold
   • The per-contact rate for contacts above the threshold
   • Your next billing date, when a next bill exists
   • Your projected next bill, when one exists — shown as a subtotal before tax, one line per taxing authority where tax applies, and a total when tax is determined
   • Your billing address, with an option to correct it if you have billing permission
   • Your three most recent invoices, and a link to the full history
3. If your contact count is above the included threshold, an informational notice shows the metered amount. All features remain fully available — there is no service restriction based on contact count.

Set a contact-count alert

An alert shows a warning on the Subscription page once your contact count reaches a number you choose. MapleGather checks the count about once a day and also emails the admins who can view the Subscription page the first time a check finds it at or above the number. Another email is sent only if a later check finds the count below the number (but above zero) and a check after that finds it at or above the number again, or the number is changed. No email is sent while your account is read-only. This is advisory only — it does not block new member signups or restrict any feature.

1. On the Subscription page, click Set contact alert.
2. Enter the contact count at which you want the warning to show.
3. Click Set alert.
4. Check the current contact count against the saved threshold. The page checks it immediately: if the count has already reached the threshold, the non-blocking You have reached your contact alert notice appears without waiting for another contact to be added. The alert does not stop signups or restrict features.

Update a card when there is no open invoice

If a card is already on file, you can manage billing, and your subscription is live with no pending period-end cancellation or open invoice, the Subscription page shows Update payment method. If an invoice is open, use its Pay now action first: the payment provider’s hosted invoice page settles it and accepts a replacement card in one step. If your subscription is cancelled, settle any surviving open invoice, then use Re-subscribe; the billing portal is not the route for a cancelled subscription.

1. On the Subscription page, find the card’s last four digits and select Update payment method. A new tab opens for the payment provider’s secure page.
2. Update the card on that hosted page.
3. Return to the Subscription page. It refreshes its billing details on return; the old last four digits can remain until the provider’s update reaches MapleGather. Opening the new tab alone does not mean the card was changed.

If the new tab is blocked, check your browser’s pop-up settings and use the page’s Try again action. If the page says it couldn’t reach our payment processor to open the billing portal, or couldn’t open it just now, nothing about your card has changed; use Try again in a few minutes. If the processor couldn’t be reached, MapleGather’s team is alerted automatically and will contact you if it keeps failing. If the page says “The billing portal isn’t set up on our side, so it can’t open.”, there is no retry: the fault is in MapleGather’s configuration, and MapleGather’s team is alerted automatically and will contact you. If it says “Your subscription is set up, but we have no billing profile for your organization with our payment processor, so the billing portal can’t open.”, nothing about your card has changed and there is no retry: the fault is on MapleGather’s side, and MapleGather’s team is alerted automatically and will contact you. If it says it can’t confirm your billing setup, that message has no action of its own; it appears only for an organization that hasn’t subscribed yet. While a possible earlier payment is being checked, the standing notice on the page covers it: MapleGather’s team was alerted about that attempt and will contact you.

Cancel your subscription

1. On the Subscription page, click Cancel subscription.
2. In the dialog, select a cancellation reason (required):
   • Too expensive
   • Missing features
   • Found alternative
   • Org shutting down
   • Other
3. Click Cancel subscription to confirm.
4. Read the confirmation. Cancelling does not end full access immediately. It normally continues through the paid period. Afterward, the planned read-only period permits only role-authorized reading and exports, payment and privacy-request work; other changes, including setting a contact alert, are unavailable. The automatic switch after the paid period is not available yet, so check the status shown on your Subscription page rather than assuming the change happened on the date alone. If a payment was already overdue, cancelling does not extend its earlier closure deadline. MapleGather emails the committed date before closure; the plain cancelled view does not show an exact date.

Re-subscribe before your committed closure date

1. Go to Subscription (at /admin/admin-security/subscription).
2. If an earlier invoice is still open, select Pay now on that invoice and settle it before re-subscribing.
3. Select Re-subscribe on the Subscription cancelled notice (or, after a trial, the Your free trial has ended notice). It moves you to the subscribe form further down the same page.
4. Complete the offered payment form. If the page says it cannot confirm whether payment was taken, check your card statement before another attempt; MapleGather’s team is alerted automatically and will contact you. If it says automatic sales tax is switched off on your subscription and it couldn’t be switched on, that state offers no retry; MapleGather’s team is alerted automatically and will contact you.
5. Check the subscription status on the dashboard. Full access returns only after the subscription is confirmed Active; restoring it may reverse a pending cancellation rather than create a replacement. If the page says “Your earlier cancellation didn’t reach our payment processor, so your subscription there stayed live and billing continued.”, don’t pay for a second subscription; MapleGather’s team is alerted automatically and will contact you to put this right.

Verify

• After subscribing: The subscription dashboard shows your status as active. Check the next billing date when the page has a next bill to show.
• After cancelling: The confirmation and dashboard show that cancellation took effect. In good standing, paid-period access normally continues; an overdue payment can leave an earlier deadline in place, so do not infer a fresh paid period from the cancellation. The plain cancelled view does not show an exact closure date; the later notice names it.
• After re-subscribing: Confirm Active on the dashboard before relying on full write access.
• After setting a contact alert: Verify the saved threshold appears on the Subscription page. If the current count is already at or above it, verify the reached-threshold notice appears immediately; no new signup is needed to trigger the check.
• After updating a card: Return to the Subscription page and check the card’s last four digits once the provider’s update has appeared. Opening the hosted page is not proof that the card changed.

If something goes wrong

• Trial expired and the app is read-only — Go to Subscription (at /admin/admin-security/subscription) and select Re-subscribe on the Your free trial has ended notice, then complete the subscribe form it takes you to. Confirm Active afterward. If a message says it can’t confirm whether a payment was taken, or that automatic sales tax couldn’t be switched on, don’t start another attempt from another tab: the message names the cause, and MapleGather’s team is alerted automatically and will contact you.
• Your status is read-only or the closure deadline has passed — In read-only mode, use only the payment, privacy-request and role-authorized reading/export actions still offered; contact alerts and other changes are paused. After closure, do not rely on the page for re-subscription or exports. A dedicated closed-account page is not available yet, and retained records may remain readable to someone who can still sign in; this is not restored active access. The MapleGather subscription statuses reference lists what each status allows.
• Past-due notice on the dashboard — Your access is unchanged while we retry. Select Pay now on the outstanding invoice to settle it (the page that opens is hosted by our payment processor, and it takes a different card if you need to change one). See Resolve a failed subscription charge.
• Asked to confirm your identity before cancelling — Complete the sign-in challenge; the reason and note stay in the dialog. If the dialog says Confirm your identity to cancel your subscription, select Confirm identity. A different permission refusal is not a cue to keep retrying.
• Cancellation or re-subscription failed — Read the page’s specific message. If cancellation is already recorded, return to the usage dashboard. If an earlier invoice blocks re-subscription, pay that invoice first. If the page says “Your organization has an unpaid MapleGather invoice, but we couldn’t load it here just now.”, reload the page in a few minutes to open it. If it says “Your organization has an unpaid MapleGather invoice, but we can’t show a link to pay it here.”, the invoice exists but this page can’t offer a link to pay it, and reloading won’t change that; Start subscription stays unavailable until the invoice is paid. If it says no payment was taken because a pricing, promo-code or status check failed, there’s no retry and MapleGather’s team is alerted automatically and will contact you; if it says it couldn’t finish checking your billing, select Try again in a few minutes. If the result may have charged you, or says automatic sales tax couldn’t be switched on, don’t start a fresh attempt from another tab. The message names the cause, and MapleGather’s team is alerted automatically and will contact you.

Related

• Convert your trial to a paid subscription
• Submit a support ticket
• Sign the DPA and review your compliance posture