Billing

The repository owner can update the plan, credit card details, and billing information in the repository’s Settings > Plans & Billing page. On this screen, you can change your plan. If you’d like a more detailed description of each plan, visit our pricing page.

Use the toggle at the top-right corner of the screen to change the pricing between monthly and yearly.

Once you have selected a paid plan, you’ll see an option below to add a credit card. Once you add it, you’ll see it on file. You’ll also see a button to update the billing information. Here, you can update your credit card and the billing details for the invoices. This includes the following information:

• Name
• Country
• State
• Address
• Zip Code
• City
• Tax ID

Payment methods

If you’re on a Starter, Small, Medium, or Platinum plan, a credit card is the only possible payment method.

On Platinum+ and Enterprise plans, we support integration with your procurement processes. Payment by bank transfer is possible.

Lost access

If the repository owner has lost access or is no longer reachable, an active administrator from the repository must submit a formal request through the Help Center for another user to take ownership. Include the following information in your request:

• The repository URL
• The email of the new owner
• An email confirmation from the email of the new owner

Invoices

We send receipts for all payments. We also send notifications when a payment fails.

To change the email address for the invoices, starting with the Platinum level of service, we can arrange yearly invoicing sent to your AP team. Please reach out to sales@prismic.io for information on upgrading.

For other plans, we send receipts by email only to the repository owner. To get invoices sent to another email address, you must transfer the repository ownership to that user.

Locked repositories

Repositories are locked when several payments are outstanding.

The most common reason is that a credit card is expired. If that’s the case, update the credit card to unlock the repository.

For Enterprise plans, contact your customer success manager or the help center.

If the current owner no longer has access to the repository or you need to transfer ownership, see Lost access, above.

Payment history

The repository owner and administrators can see the payment history page in the repository’s Settings > Payment History. The payment history page summarizes your current repository plan and the total CDN usage for the current month. Underneath the summary, you’ll see a list of all your past invoices.

It is impossible to edit past invoices once they are sent. You can update your billing information and see the changes reflected in the new invoices.

Subscription changes

When you change your subscription, the change will be applied immediately.

If you downgrade, the difference in price between the two plans for the remainder of the subscription period will be credited to your account balance. Your next invoice will include credit for the prorated difference.

If you upgrade, the prorated difference for the remainder of your subscription period will be added to your next invoice.

Refunds

If your annual plan has been renewed and you would like to request a refund, you can do so for one month following the renewal date. Refunds are not possible for monthly plans. Refunds may take several weeks to be processed.

To request a refund, first downgrade to a free plan. Then, reach out to support@prismic.io with your repository URL.

CDN Usage

The repository owner and administrators can see the repository’s CDN usage graph in Settings > Usage Dashboard.

This page displays a graph with your repository’s CDN consumption. The bandwidth tab shows your repository’s API consumption. There is also a tab for integration field consumption.

If you’re on a Free plan and go beyond the 100GB of CDN bandwidth per month, you will have to upgrade to a paid plan. In order for the service to be continuous, a payment method must be added as soon as possible.

On paid plans, the CDN has a soft limit. If you exceed the CDN limit in a given month, Prismic will only bill the overage. You will not be forced to upgrade to a higher plan. You will see this charge in the next invoice. The details will appear on your invoice as Bandwidth (per gigabyte).

You can find more information on the CDN limits per plan level on our pricing page.

The dashboard does not provide details on usage by asset. If your usage is exceptionally high, it could be due to:

• High website traffic (this is uncommon, as the CDN limit is very high)
• Images served at a very high resolution (consider leveraging our built-in image optimization)
• Videos hosted on Prismic (consider using another video hosting provider)

FAQs

If I make a change to my annual subscription, when will it be applied?

The change will be applied immediately. Here is what will happen billing-wise:

• The price for the remainder of your subscription will be prorated for the rest of the period
• Credit for the difference in price for the remainder of your subscription will be added to your account balance
• On your next renewal, your invoice will reflect the new plan and include the difference from the past period

How can I purchase an extra environment?

The environments add-on is available on Platinum subscriptions paid yearly. Please reach out to sales@prismic.io for support.

How can I cancel my subscription?

The owner of your repository can cancel the repository subscription from the Plans & Billing section of the repository settings.

Prismic support cannot cancel a subscription for a customer. If you need assistance transferring Repository Ownership, please see the section above on how to transfer ownership of a repository.

Can I transfer my subscription plan to a different repository?

Subscriptions are non-transferable.

If you accidentally upgraded the wrong repository, downgrade the repository to the Free plan and contact support@prismic.io with the URL for the repository. The support team will submit a refund request for you, which may take a month to process.

Where do I update my credit card information?

Your repository’s owner can update the credit card information in the “Plans & Billing” section of the Repository Settings. On that page, click Update Billing Information (you may have to scroll down the page to find it).

How do I update my credit card when it is expiring?

This is the same process as described in the previous question.

If you’re updating your credit card information, be sure to take the opportunity to review all of your billing info to ensure it is up-to-date.

Why did I receive an email that says “Payment to prismic.io was unsuccessful”?

The email notifies repository owners of failed payment charges but does not specify which repository’s subscription payment failed. We plan to improve this messaging. Until then, the repository owner must check the payment history for each of their repositories to find the failed subscription charge.

If you can’t locate the appropriate repository, forward the email notification to support@prismic.io for further assistance.

Why was I charged more than the plan price after upgrading?

When you upgrade to a higher plan, you won’t get charged for the difference until your next bill. Therefore, the next bill will include the charge for the following period as well as the prorated difference for the upgrade from the previous period. All details are in your receipt.

Why do I have a charge from Prismic on my credit card, even though I’ve never used your service?

Please contact our support team with the name on your credit card so we can identify the subscription associated with the card.

Can I pay by bank wire transfer?

We accept payment by wire transfer for annual platinum plans and higher. Contact sales@prismic.io for information on upgrading.

Can you bill me in euros?

We only support USD for self-serve subscriptions. We can bill in euros for Platinum and Enterprise plans that are paid annually. Contact sales@prismic.io for information on upgrading.

Can you verify that my payment has gone through after updating my credit card?

Failed payments automatically retry. You can check your payment status in the Payment History section of your repository settings.

How can I change the email address where you send invoices?

Starting with the Platinum level of service, we can arrange yearly invoicing sent to your AP team. Please reach out to sales@prismic.io for information on upgrading.

For other plans, we send receipts by email only to the repository owner. To get invoices sent to another email address, you need to transfer the repository ownership to that user.

If you need assistance transferring repository ownership, see how to do so above.

Can you fix a missing or incorrect billing address on my invoice?

We can not edit or change any invoice that has been generated. The repository owner can update the billing details for future invoices. See the information above on how to change billing information.

Can you send me all of my past invoices?

No, we cannot send you past invoices. However, the repository owner can download all receipts under the Payment History section of the repository settings.

How can I unlock my repository after failed payments?

Your repository owner can unlock the repository by adding a valid credit card to the account.

If you need to transfer ownership of the repository, please see the information above.

What payment methods do you accept?

On Starter, Small, Medium, and Platinum plans, we only accept credit card payments.

On Platinum+ plans with an annual subscription, we will send invoices to your AP team and accept wire payments.

On Enterprise plans, we provide formal vendor registration, written agreement, and security review.

Please reach out to sales@prismic.io for information on upgrading.

Can you provide me with a W8 or W9 form?

We understand that a W8 or W9 form may be required by some organizations to purchase a service. We go through formal vendor registration and due diligence processes for customers with Enterprise subscriptions. Please reach out to sales@prismic.io for more information.

How can I get invoices for a deleted repository?

Open a support request. Provide the URL of the repository and the email address of the repository owner. Your request may take several weeks to be processed.

Can I get a refund if I cancel my plan before the end of the term?

Because yearly plans are sold at a discounted price compared to monthly plans, we can’t offer refunds for unused time on a yearly plan.

However, if you are within the first month of the new term, you may be able to request a refund. Please see the next section for more information.

Can you issue a refund for an automatic renewal of a yearly subscription?

If your plan was renewed but you don’t want the subscription anymore, it might be possible to request a refund, but you must submit your request within one month of the renewal date.

To request a refund, first downgrade the repository. Then reach out to support@prismic.io with the repository URL. Refunds may take several weeks to be processed.

Can you issue a refund for an automatic renewal of a monthly subscription?

We don’t offer refunds for monthly plans.