Billing FAQ
How do I update my billing information?
I canceled Lucky Orange in Shopify. Why am I still getting billed?
What happens if my credit card gets declined?
How do I access my billing history?
How do I update my billing information?
Note: Only account owners can access and update billing information.
Need to change your payment method? Here’s how account owners can do it:
- Click Settings from the main navigation
- Select Plan & Billing
- Select Edit Payment Method. This is located under your monthly bill amount on the right side of the page.
- Change the card information as needed and click Save
I canceled Lucky Orange in Shopify. Why am I still getting billed?
Situation: You’ve canceled your Lucky Orange subscription on your Shopify store, but now you’re seeing another charge during the next Shopify billing cycle.
What happens: All Shopify apps installed through the App Marketplace, including Lucky Orange, are billed through your Shopify account. Because of this billing method, you aren’t charged individually for app subscriptions added mid-Shopify billing cycle. You only see these app charges through your monthly Shopify bill. Click here for more information from Shopify.
What doesn’t happen: While this initially may appear as an additional charge after you have canceled your Lucky Orange subscription, that is not the case. As mentioned above, you were never charged by Lucky Orange when you initially upgraded your Lucky Orange mid-Shopify billing cycle due to the nature of how Shopify handles billing charges for apps within its App Marketplace.
Example: Let’s say you have a Shopify billing cycle that begins on the 30th of each month. You signed up for Lucky Orange and upgraded to a paid plan on the 5th of the month. However, remember that all billing for Shopify apps like Lucky Orange are lumped into one charge from Shopify. As a result, you were never charged by Lucky Orange on the 5th when you upgraded to a paid plan.
Now let’s say you decide to cancel your Lucky Orange account on the 20th. Because all of your billing for apps like ours is done through Shopify, you will still see a charge for Lucky Orange on your Shopify bill that will come through on the 30th. These charges represent the subscription you were already using prior to being canceled. It does not represent additional, erroneous charges that occurred after the cancellation.
What happens if my credit card gets declined?
This does not apply to Shopify merchants who installed Lucky Orange through the Shopify app marketplace. Billing and credit card declines are handled by Shopify and follow Shopify's billing practices.
If you're using a credit card to pay for your subscription, Lucky Orange will retry payment if the first attempt at payment gets declined. We will retry payment up to three times over the course of up to two business days after the initial charge gets declined.
If these retries are unsuccessful, we will retry payment again in 10 days. If the fifth attempt at payment fails, we will retry payment again in another 10 days.
If you credit card payment fails after the sixth attempt, we will cancel your account. Once your account has been canceled, we will no longer track new visitor sessions to your website.
If you wish to continue using Lucky Orange after your account has been canceled, you'll have to log in and visit the Plans & Billing page to select a new plan and complete the upgrade process.
How do I access my billing history?
Note: Only Account owners can access billing history and export account invoices.
- Click on Settings from the main navigation
- Select Plan & Billing
- Click on the View Invoices button located under your monthly bill total
Invoices will show the date, payment type, amount, and status of the invoice. You’ll be able to view and download invoices.
Downloaded invoices are saved as a PDF, looking like this:
To edit invoice information, contact our support team by clicking on the life raft in the upper right corner by your avatar or by emailing support@luckyorange.com.