Understanding your account balance

View your remaining prepay credit amount and understand what happens to it over time

Think of your prepay account balance as an allowance. Every month, depending on how many active contacts you have stored in your account and which plan you have, an amount is deducted from that allowance.

• Where can I find my account balance?
• Why do I have a balance in my account?
• What happens to my account balance if I prepay?
• What happens to my account balance if I switch to monthly payments?
• What happens to my account balance if my contact tier or email plan changes?
• What else can affect my account balance?

If you have further questions about your account balance, please contact our Support Team for assistance.

Where can I find my account balance?

You can check to see if your account has a balance by viewing the My Account page:

1. Click the profile icon in the lower-left - or the three dots if you have the left-hand menu expanded - and select Account settings.
2. Click the Billing tab.
3. Under the Organization billing section, view the Account balance amount.
   
   
    

Why do I have a balance in my account?

There are two reasons you can have an account balance:

• You prepaid for 6 or 12 months - When you prepay, you pay a lump sum up-front, and each month an amount is deducted until the balance runs out.
• You prepaid and then switched to monthly - When you switch from a prepay to monthly payment schedule, the unused portion of your prepayment stays in your account and is used for future billing cycles.

What happens to my account balance if I prepay?

Every month on your invoice date, a portion of your account balance is deducted to pay for your account. When all the funds are eventually depleted, your prepayment auto-renews and you start another 6- or 12-month prepay period. The prepay renewal begins on your invoice date through your selected payment method, and gives you a discount for enrolling in it.

What happens to my account balance if I switch to monthly payments?

You can change from a prepay payment plan to a monthly billing plan at any time. However, switching to a monthly plan means that you lose the discount and pay full price every month going forward. Whatever remaining account balance you have stays in your account. Every month, on your invoice date, an amount is deducted until the account balance is depleted. You then resume making monthly payments through your selected payment method. 

What happens to an account balance if my contact tier or email plan changes?

You're billed based on a combination of the email plan you choose and your contact tier.

• Contact tier - If your contacts increase enough to push you into a higher contact tier, your bill increases, and therefore a larger amount is deducted from your prepay balance.
• Email plan - If you upgrade or downgrade your email plan, you're charged for the new plan up-front. You can choose if you want to apply your account balance to the new plan purchase. If there is a difference, the remaining portion is processed through your chosen payment method.

What else can affect my account balance?

If you have an account balance, making additional purchases within your account can deplete your account balance faster than you anticipate:

• Purchasing images from the stock image gallery.
• Purchasing SMS as a monthly add-on.
• Purchasing Inbox Preview as a monthly add-on.

Your prepay renewal amount also increases to accommodate any recurring service purchases.

Questions?