Managing your subscription

Trail offers 2 simple subscription plans. There's more on what the Team and Standard plans offer, here.

Everyone gets a 14-day free trial. Get set up, get comfortable and feel free to cancel anytime.

If you're in your free trial period and decide not to continue with Trail, if you haven't yet entered billing information the free trial will just expire once the 14 days are up.

Once a subscription is set up after the free trial period and you’ve activated your account by entering your billing details, it is charged for 1 site minimum (live or otherwise) and every live site thereafter.

This means that for each billing period, this number of sites will be charged regardless of site status.

Scenario

Sonia’s Sweet Shop has just finished the free trial on 1st Jan and has set their 3 sites to go live on 1st February. They will be billed for one site until 1st February and after they will be billed for all 3 live sites.
​

More about the free trial here.

In Trail, everything revolves around Sites, Trail's pricing model works on a per-site basis. A site might be a location, store or unit - usually a distinct physical area with its own processes and reporting.

💡 Note: Only Managers and Admins can manage sites.
​

You can create as many sites as you like on the Team or Standard Plan.

As per our terms and conditions, you will be charged for a minimum of 1 site after the free trial ends, and subsequent sites once they're set to Live.

Your subscription will then be updated and you'll be charged a pro-rata rate for any sites added. If you have no live sites and plan to keep it that way for a while we recommend Pausing or Cancelling your subscription so that you’ll stop being charged.

You can request to cancel your subscription from your Billing Panel, or alternatively reach out to billing@trailapp.com. Please note that subscriptions now run on a 12-month minimum term and cancellations will take effect at the end of your current billing period. Pausing is no longer available.

Scenario

Tilly’s Tagliatelle has 3 live sites billed on the 1st of each month. Their 4th site goes live on the 15th of May. Their June invoice will contain the usual 4 sites charge per month plus 15 days' worth of the 4th Site.
​

You will always be billed for a site from the date it goes live in Trail whether you set the site to go live today, or in two weeks' time. If the date is in the middle of a billing cycle you will be charged pro-rata for this site on your next monthly invoice.

If you’ve accidentally set a site live when you didn’t mean to, reach out to us and we can sort this out for you.
​

New teams and managers can safely explore Inactive Sites - their changes won't be saved or reported on.

You can also set a Site to Inactive - even temporarily - and your invoice will be updated from the next invoice.
​

You can change your subscription at any time via the Billing Panel. Please note that subscriptions run on a 12-month minimum term, with changes taking effect at your next renewal.

You can still change your Plan via the Billing Panel at any time — just click ‘Change Plan’ and select your preferred option. Any pricing changes will apply from your next renewal, in line with your 12-month subscription term.

​

Trail no longer offers a pause option for active subscriptions. As we’ve moved to 12-month billing terms, your subscription will remain active through the contracted period. If you have any questions or extenuating circumstances, get in touch at support@trailapp.com.

Or just let us know through support@trailapp.com or the chat box online and we can sort that for you. You won’t be billed for the period of time you’re paused and you can pick back up whenever you’re ready as you left.
​

You can request to cancel your subscription at any time via the Billing Panel. Cancellations will take effect at the end of your 12-month billing period. Just click ‘Change Subscription’, provide your feedback, and our accounts team will handle the rest.

You can update your billing address, billing email or VAT number from your Billing Panel by clicking on the Stripe Portal. There's some more detail on exactly how to do this in our article here
​

Alternatively, you can contact billing@trailapp.com who will be able to help with this.

You're able to update your payment by going to the Billing Page and going to the payment method section:

If you're editing an existing payment method, click on the pencil icon that is on the right of your existing payment method.
​

To view & download the latest invoices, you can do this in your Billing Panel by clicking on the Stripe Portal.
​

For Finance Hub customers your Billing Panel will have two links to choose from:

If this is your first time using the Finance Hub, you will have to sign up using the Customer Success Portal Registration Form.