Invoices and payment

What this page covers#

This page covers the routine billing tasks: getting a copy of an invoice for your accountant, changing the card you pay with, recovering from a declined payment, and cancelling. All of it lives in the billing section of your account at https://mail.igsendmail.com.

Find and download invoices#

Sign in and open the billing section of the account area. Your invoices are listed there, most recent first, with the date and amount for each. Open one to download a copy.

Two things worth doing once rather than every quarter:

• Put your company details on the invoice before you need them. Legal entity name, address, and any tax or VAT registration number your finance team requires. An invoice issued to the wrong name is awkward to correct after the fact.
• Send the receipt where it needs to go. If your accounting inbox should receive billing mail directly, set the billing contact address rather than forwarding each one by hand.

Update your payment method#

Open billing and replace the card on file. Do this before the card you are using expires, not after, since a lapsed card is the most common cause of a failed renewal.

Situations that need this and are easy to forget:

• The card expires next month.
• The card was reissued after fraud, so the number changed even though the account did not.
• The person whose card is on file has left the company.

If a payment fails#

A payment can fail for ordinary reasons: an expired card, a bank declining an unfamiliar merchant, insufficient funds, or a card that was replaced and never updated here.

What to do, in order:

1. Update the payment method in the billing section. A current, working card resolves most declines on its own.
2. Check with your bank if the card is good but the charge was still refused. Declines on international or subscription charges are often a fraud rule at the bank, not a problem at this end.
3. Contact support if the payment still will not go through, or if you are unsure of the state of your account.

What happens to your account between a failed payment and a successful one, including how long you have and whether sending is affected, depends on your subscription. This page will not guess at a retry schedule or a grace period. Contact support and get the answer for your account, particularly if you have a campaign scheduled.

Cancel a subscription#

Cancel from the billing section of your account.

Before you confirm, do these two things:

• Export anything you want to keep. Lists, campaign results, and reporting you would have to rebuild. Do it while the account is still fully accessible.
• Turn off active Automations. An automation that is still running when a subscription lapses is a loose end you would rather not leave behind.

If you want the account to stop sending immediately rather than at the end of a period you have already paid for, pause or stop your campaigns and automations yourself. Cancelling a subscription is a billing action, and it is not the same thing as stopping a send that is already scheduled.

Common questions worth asking support#

There are billing details this page deliberately does not state, because stating them wrongly would be worse than pointing you at someone who knows. Contact support for:

• Refund eligibility on a payment already taken.
• How a mid-cycle upgrade or downgrade is prorated on your account.
• How long an account stays accessible after a failed payment.
• Changing the legal entity or billing country on an existing account.
• Getting an invoice reissued with corrected details.

Have your account email and the invoice date or number ready. It makes the exchange one message instead of three.