Subscription FAQ

This page answers common questions about Build a Doc subscriptions, the portal, billing, API key lifecycle, plan limits, seats, and support tiers. Keep pricing numbers out of product docs - link to the portal or pricing page so customers always see the current terms.

Name	Description	Price per Month	Billing Term
Free	50 Document Actions per month, 50 Utility Actions/month	Free	Monthly
Standard	500 Document Actions, 5000 Utility Actions per month	$$	Monthly
Midsize	1200 Document Actions, 10000 Utility Actions per month	$$$	Monthly
Large	5000 Document Actions, 100000 Utility Actions per month	$$$$	Monthly
Enterprise	Customizable based on user requirements	Custom	Monthly or Annually
Custom	Custom plan tailored to specific needs	Custom	Monthly or Annually

Quick answers

Where do I manage my subscription?
Manage subscriptions, API keys, and billing in the Build a Doc portal (your organisation’s account area).
Where are my invoices and billing history?
Invoices and payment history are available in the portal’s Billing or Invoices section.
How do I change plan or upgrade?
Use the portal’s subscription page or contact sales/support if you need a custom plan or higher quota.
How are usage and quotas measured?
Usage is metered against your subscription (document generation calls, API calls, seats, or monthly document quota - check your portal for your specific metric).
Can I get a trial?
Trials are handled through the portal - sign up or request a trial from the sales page. Trial feature set and limits are determined by the vendor.

Account & portal

Q: How do I find my subscription details and billing contacts?

Answer:
Sign in to the Build a Doc portal and go to Account → Subscription or Billing. There you’ll see plan name, renewal date, billing contacts, and billing address.

Q: Where are invoices and receipts?

Answer:
Invoices and receipts are in Billing → Invoices in the portal. Download PDF copies or export CSV if supported.

Plans, quotas & usage

Q: What do plans include (limits)?

Answer:
Plans typically define monthly quotas and rate limits (API calls / generated documents / seats). Because plans change, link to the portal or public pricing page for precise limits - don’t hardcode numbers in docs.

Q: How is usage metered?

Answer:
Usage is measured against the metric tied to your plan (for example: number of generated documents, API calls, or seat count). The portal shows current usage and remaining quota.

Q: What happens if I hit my quota?

Answer:
Behavior varies by plan:

Soft limits: the system may throttle requests and notify billing contacts.
Hard limits: further requests are rejected until you upgrade or the next billing cycle.
Check your portal’s “quota” documentation for exact behaviour.

Seats, users & shared accounts

Q: Do seats mean user accounts?

Answer:
Often yes - seats typically correspond to named user accounts allowed to create/manage API keys or access the portal features. For automation, use service accounts or dedicated seats for non-personal integrations.

Answer:
Technically you can, but it’s poor practice. Use a service account key for shared production flows to keep auditing and rotation manageable.

Billing & payments

Q: How are payments handled?

Answer:
Payments are processed via the portal using the payment method on record (card or invoice for enterprise plans). Billing cycles, due dates, and invoice formats are shown in the portal.

Q: Can I get invoiced or use purchase orders?

Answer:
Enterprise plans often support invoicing and PO workflows - contact sales or your vendor account manager to arrange business invoicing.

Q: How do I update my payment method or billing address?

Answer:
Update these details in Billing → Payment methods or Billing → Billing details in the portal. For invoice changes on enterprise plans, open a ticket with support.

Q: How do subscription changes affect API keys?

Answer:
If a subscription is downgraded, keys remain valid but may be subject to new quotas or disabled features. If a subscription is cancelled or revoked, API keys will stop working.

Q: How do I rotate or revoke keys safely?

Answer:

Create a new key in the portal.
Update the consumer (flows/services) to use the new key.
Revoke the old key after verifying the new key works.
For production, use a staged rotation: add new key, flip consumers, then revoke.

Trials, upgrades & downgrades

Q: How do trials work?

Answer:
Trials are provisioned in the portal and are limited in duration and features. Trial behaviour (quota, enabled features) is vendor-defined - check the portal’s trial terms.

Q: How do I upgrade or downgrade?

Answer:
Upgrade via Subscription → Change plan in the portal or contact sales. Downgrades may be scheduled to take effect at the end of the billing period to avoid data loss or quota issues.

Support & SLAs

Q: What support options and SLAs are available?

Answer:
Support tiers (email, chat, phone, enterprise SLA) depend on your plan. Check Support or Contact us in the portal for your included level and expected response times.

Q: What to include when opening a billing/support ticket?

Answer:
Always include:

Account/organisation name.
Subscription ID or invoice number.
Clear description of the issue (billing discrepancy, failed payment, quota limit).
Timestamp and any relevant screenshots.

Common subscription issues & fixes

Payment failed / card declined

Fix: Update payment method in the portal, check card expiry, or contact your bank. If invoices are used, confirm purchase order or billing account details.

Unexpected charges

Fix: Compare invoices against usage in the portal. If you can’t reconcile, open a billing ticket with invoices and sample request IDs/timestamps.

Reached quota unexpectedly

Fix: Inspect usage in the portal for sudden spikes. If legitimate, upgrade or purchase add-ons. If suspicious, rotate API keys and open a support ticket.

Best practices & recommendations

Don’t publish pricing numbers in product docs - link to the pricing page or portal.
Use service accounts for shared/production workloads and named seats for humans.
Store keys in a secrets manager and rotate keys regularly.
Monitor portal usage dashboards and set alerting on quota thresholds.
Keep billing contacts current to avoid missed renewal notices.

Support & escalation

If billing or subscription problems persist, gather:

Account or subscription ID.
Invoice numbers and dates.
Screenshots of the portal showing the issue.
Any email or error messages.

Open a support ticket via the portal and include the above to speed escalation.