Invoices and payment

Your card

We never see or store it. Payment details go straight to Stripe, our payment processor, and are entered on their form rather than ours. Updating a card, changing the billing address or switching payment method all happen in their portal, reached from Settings, then Billing.

That is not only a convenience: a research firm’s portal is a poor place to keep card numbers, so it does not keep any.

Invoices

Settings, then Billing lists captured payments, refunds and available invoice PDFs and receipts, including one-off purchases without a subscription. An invoice linked to a payment is its document, not another charge. Older payments may have a receipt without an invoice; ask your account manager if you need an invoice for one of those payments.

Documents use the billing details held by Stripe. Update those details for future documents; contact your account manager if an issued invoice needs correcting.

If checkout says your payment is awaiting confirmation, retry confirmation there. It checks the same paid checkout rather than taking another payment.

If a payment fails

For subscription payments, the provider retries and emails the billing contact. Nothing is deleted while a payment is outstanding — your library and your monitor do not disappear because a card expired — but a plan that stays unpaid eventually lapses. Update the card and it resumes.

A charge you do not recognise

Send it to your account manager with the invoice reference. Do not dispute it with your bank first; that costs both of us a week to unwind something we can usually explain in a message.