Payments, receipts and a charge that failed

Who takes the money, what the charge on your statement says, where the receipts are, and what to do when a renewal does not go through. If you are looking for the subscription itself rather than the payment, start at managing your subscription.

Polar takes the payment, not us

All WP Safer payments run through Polar, which acts as merchant of record. In practice that means three things:

• Your card details never reach WP Safer. We store the subscription id, the amount, the period and the billing e-mail address — nothing that could be used to charge you.
• The seller on the payment is Polar. That is the name you are likely to see on a card statement, not “WP Safer”.
• Tax is Polar's calculation. VAT or sales tax is worked out from the country you give at checkout and added there, so the total you confirm is the total that is charged. Prices on the pricing page are in US dollars and shown without tax.

Which payment methods you are offered is also Polar's side of the line, and depends on your country; the checkout shows what is available before you commit to anything.

Your receipts

Open Orders in the panel. Each line is one thing you bought — a plan or a storage pack — with its order id, the date it started, the end of the current period, the last amount charged, and a status of Completed, Cancelled or Refunded. Clicking the order id opens the full receipt: plan and site count, billing period, total charged, price per site per month, start date, valid-until date, the next payment (or Does not renew), the billing e-mail and the subscription id.

Two details about that list save a support e-mail each:

• Renewals do not add lines. One subscription is one line, for as long as it lives; a renewal refreshes the amount and moves the end date on the line that is already there. A year of monthly billing is one row, not twelve.
• Cancelled and refunded purchases stay. Money that was really taken does not vanish from your history — the line stays with the status that tells the truth about it.

A receipt page can be opened from the link in the purchase e-mail as well, which is how it works for someone who bought before they had a password.

Renewals

Subscriptions renew on their own — monthly ones every month, annual ones every year — until they are cancelled. Seven days before a renewal we send one reminder e-mail with the plan, the period, the date and the amount, so an annual charge is never the first you hear of it. A subscription that is already set to end does not get that reminder.

The Upcoming payment card on the Sites screen shows the same thing at a glance, and lists your other subscriptions underneath if you have more than one.

Changing the card

Because the card lives with Polar, it is changed on Polar's side. Use the subscription-management link in the payment confirmation Polar sent you when you bought the plan; that is where a new card is added to an existing subscription.

If you cannot find that e-mail, there is a route that always works and needs nothing from anyone: buy the plan again with the new card, then write to info@wpsafer.com and ask us to cancel the old subscription. Your allowance covers both while they overlap, so no site goes unprotected for a second. We can also cancel the old one first if you would rather not overlap the charges — say which you prefer.

A payment that failed

An expired card, a bank that declined the charge, a limit reached: the renewal does not go through, and the subscription goes into a past-due state. You will see it before you go looking:

• the Upcoming payment card turns red with a Payment failed badge and the amount that could not be charged;
• we send one e-mail about it per billing period — not a drip of reminders.

While the subscription is unpaid it is not counted towards your allowance, so an account with nothing else on it falls back to Free limits: one site, 100 MB, checks every five minutes, no automatic updates, no bulk actions. Your sites and your backups are not touched.

The fix is to get a working card onto the subscription — the section above — or to start the plan again. Everything comes back as soon as a payment goes through: the allowance, the check interval, the features, all of it, with nothing to restore by hand.

Refunds

We refund a paid plan in full, on request, within 14 days of your first purchase, for a subscription you have not used up. After that window the current period is not refunded, and cancelling stops the next charge instead.

If you bought as a consumer in the EU, you also have the statutory 14-day right of withdrawal, which is set out with the proportionate-payment rule in the Distance Sales Agreement; the voluntary refund above sits on top of it, not instead of it. The refund itself is made by Polar, to the payment method you used.

To ask for one, write to info@wpsafer.com from your account address with the order id from the Orders screen. Refunded purchases show as Refunded there once they are processed.

Invoices for a company

The receipt in the panel is the record of what we sold you. The document for the payment itself — the one with the tax on it — comes from Polar, because Polar is the seller of record. If you need a company name, address or VAT number on it, give them at checkout where Polar asks for billing details, or write to info@wpsafer.com with the order id and we will sort it out with them.