Who bills your account, and where you manage it
A FaxTerra plan is billed by a card on FaxTerra, by Apple, by Google Play, or by nobody at all when we provide the plan. Every screen where money appears names yours. Here is what each one means for your card, your receipts, your plan changes and your cancellation.
Who bills your account
One company bills your account, and every screen where money appears says which one. The line reads Billed by card on FaxTerra, Billed by Apple, Billed by Google Play, or Plan provided by FaxTerra, and it is on your Plans page, in Settings under Plan and Billing, and beside any purchase you are about to make.
Which line you see was decided when the plan was bought, not by the device you are reading this on. A plan bought in the iPhone app is billed by Apple whether you open FaxTerra on that phone, on an Android tablet, or on the website.
Your fax number, your inbox, your sent faxes and your monthly pages belong to your account, so none of them changes with the biller. What changes is where you go to see a charge, change a card, change plan, and cancel. Find your line below.
Billed by card on FaxTerra
Your card is on file with FaxTerra, and every part of the money is here.
What you pay, and when. Your plan, its price and your renewal date are on the Plans page and in Settings under Plan and Billing. A subscription renews on its own cycle from the day you subscribed, not on the 1st of the calendar month.
Changing the card. Manage billing, on the Plans page or in Settings, opens the billing portal. It holds the card on file, your invoices and your tax details.
Receipts. Every purchase on the website emails you a receipt with a link to the invoice as a PDF, and that link still works months later. Renewals are quiet on purpose: we do not email you each month for a subscription you already agreed to, and those invoices wait for you in the billing portal. Support can resend any of them.
Changing plan. Pick the plan you want on the Plans page, and the confirmation states the exact cost before anything is charged. To switch between monthly and annual billing, use the button on your current plan's card. See plans and pricing for how the difference is worked out.
HIPAA compliance. Add it from HIPAA compliance in your account, or tick the box on a paid plan card. Remove it from Plans and Billing and the unused part of the period is credited to your next invoice. Cancelling the plan ends the add-on with it, because here it is a line on the same subscription. See HIPAA compliance.
Cancelling, and your fax number. Choose Cancel subscription on the Plans page or in Settings, then confirm. It takes effect at the end of the period you have already paid for, so you keep your plan and your number until then, and your purchased credits stay yours. Keep my subscription undoes it any time before the date. A FaxTerra-assigned number goes back into circulation once that period ends; a number you ported in is held for 60 days so you can take it to another provider.
Refunds. Ask support. We look at each request on its own facts, and we do not charge you for something the product did not let you do.
Billed by Apple
Apple takes the payment, holds the card and owns the receipts. Your plan, your number and your faxes are still on your FaxTerra account.
What you pay, and when. Your plan and what it includes are on the Plans page and in Settings under Plan and Billing. The amount Apple charged and the date of the next charge are in your App Store subscription settings, because that is where Apple keeps them.
Changing the card. On your Apple ID rather than here: open Settings on your iPhone, tap your name, then Payment & Shipping.
Receipts. Apple receipts anything bought in the app. Open Settings, tap your name, then Media & Purchases, then Purchase History. There is no FaxTerra invoice for a payment Apple took, and support cannot produce one.
Changing plan. Open Billing in the FaxTerra app, where the other plans are offered beside the one you are on. Moving up takes effect straight away; moving down takes effect at your next renewal, which is Apple's rule rather than ours. The website cannot make this change, so it points you here instead of showing a button Apple would refuse. See the mobile app.
HIPAA compliance. Add it in the app on the Billing screen, at $4.99 a month or $49.99 a year. It is its own subscription with the App Store, separate from your plan: cancelling the plan does not cancel it, and cancelling it does not cancel the plan, so cancel both if you are leaving. You can sign the Business Associate Agreement in the app or on the website, and either one counts on your account. See HIPAA compliance.
Cancelling, and your fax number. Cancel in your App Store subscription settings, where Apple keeps every subscription you hold. It takes effect at the end of the period you have already paid for, so you keep your plan and your number until then, exactly as on a card, and your purchased credits stay yours. A FaxTerra-assigned number goes back into circulation once that period ends; a number you ported in is held for 60 days so you can take it to another provider. About five days before the date we send one email naming the number and linking the screen where renewal is turned back on.
Refunds. Apple took the payment, so Apple decides the refund, and you ask for it from your purchase history in the App Store. Write to us as well if something on our side went wrong and we will tell you what we see, though we cannot refund a charge we never took.
Moving billing to a card. Open move billing to a card from your plan on the website, pick the plan you want, and enter a card. The card is verified that day and first charged on the date your App Store plan ends, so you keep every day you have already paid Apple for and nothing is charged twice. Your number, your inbox and your history stay as they are, and the plan you picked is yours straight away, including a move to a larger one. One step is yours: Apple asks you to switch the old subscription off in your Apple ID settings, and we show you where and tell you when Apple has confirmed it. The other direction, from a card back to the App Store, is not offered; cancel first, then buy in the app.
Billed by Google Play
Google Play takes the payment, holds the card and owns the receipts. Your plan, your number and your faxes are still on your FaxTerra account.
What you pay, and when. Your plan and what it includes are on the Plans page and in Settings under Plan and Billing. The amount Google charged and the date of the next charge are in Google Play under Payments & subscriptions, because that is where Google keeps them.
Changing the card. In Google Play rather than here: open the Play Store app, then Payments & subscriptions, then Payment methods.
Receipts. Google Play receipts anything bought in the app. Open the Play Store app, then Payments & subscriptions, then Budget & history. There is no FaxTerra invoice for a payment Google took, and support cannot produce one.
Changing plan. Open Billing in the FaxTerra app, where the other plans are offered beside the one you are on. Moving up takes effect straight away; moving down takes effect at your next renewal, which is Google's rule rather than ours. The website cannot make this change, so it points you here instead of showing a button Google would refuse. See the mobile app.
HIPAA compliance. Add it in the app on the Billing screen, at $4.99 a month or $49.99 a year. It is its own subscription with Google Play, separate from your plan: cancelling the plan does not cancel it, and cancelling it does not cancel the plan, so cancel both if you are leaving. You can sign the Business Associate Agreement in the app or on the website, and either one counts on your account. See HIPAA compliance.
Cancelling, and your fax number. Cancel in your Google Play subscription settings, where Google keeps every subscription you hold. It takes effect at the end of the period you have already paid for, so you keep your plan and your number until then, exactly as on a card, and your purchased credits stay yours. A FaxTerra-assigned number goes back into circulation once that period ends; a number you ported in is held for 60 days so you can take it to another provider. About five days before the date we send one email naming the number and linking the screen where renewal is turned back on.
Refunds. Google took the payment, so Google decides the refund, and you ask for it from your order in Google Play under Payments & subscriptions. Write to us as well if something on our side went wrong and we will tell you what we see, though we cannot refund a charge we never took.
Moving billing to a card. Open move billing to a card from your plan on the website, pick the plan you want, and enter a card. The card is verified that day and first charged on the date your Google Play plan ends, so you keep every day you have already paid Google for and nothing is charged twice. Your number, your inbox and your history stay as they are, and the plan you picked is yours straight away, including a move to a larger one. We stop your Google Play subscription for you as soon as the move is done, so there is nothing left for you to switch off. The other direction, from a card back to Google Play, is not offered; cancel first, then buy in the app.
Plan provided by FaxTerra
FaxTerra set this plan up for you. There is nothing to pay on the account and no card on file, so there is no renewal, no invoice and no store subscription behind it.
What you pay. Nothing. Your plan and what it includes are on the Plans page and in Settings under Plan and Billing, and no charge is coming.
Cards and receipts. There is no card to change, and nothing to receipt because nothing has been charged.
Changing plan, or ending it. Write to support and we will make the change. There is no button for it, because there is no subscription underneath for a button to act on.
HIPAA compliance. Ask support. The Business Associate Agreement is signed the same way as on any other account, and the same controls apply once it is on. See HIPAA compliance.
Your fax number. If the plan ends, a FaxTerra-assigned number goes back into circulation at the end of it, the same as on any other plan; a number you ported in is held for 60 days so you can take it to another provider.
Refunds. Nothing has been charged, so there is nothing to refund.
Frequently Asked Questions
How do I find out who bills my account?
Open the Plans page or Settings under Plan and Billing and read the line on your current plan: Billed by card on FaxTerra, Billed by Apple, Billed by Google Play, or Plan provided by FaxTerra. It is the same line in the app and on the website, because it describes the plan rather than the device.
I cannot find an invoice for a charge. Where is it?
It depends who took the payment. A payment on the website has a receipt email and an invoice in the billing portal under Manage billing. A payment Apple or Google took is receipted by them, in your App Store purchase history or in Google Play under Payments & subscriptions, and there is no FaxTerra invoice for it.
Is a plan cheaper on the website than in the app?
No. Starter, Business and Pro are all sold in the app at the same prices the website charges, so choosing the app never means choosing from a shorter list or paying more. What differs is who bills you, and what follows from that is on this page.
Can I move a subscription I bought in the app onto a card?
Yes. Open move billing to a card from your plan on the website, pick the plan you want, and enter a card. The card is verified that day and first charged on the date your store plan ends, so you keep the days you already paid the store for. We stop a Google Play subscription for you; with Apple you switch the old subscription off in your Apple ID settings, and we show you where and tell you when Apple has confirmed it.
Will moving billing to a card change my fax number or my faxes?
No. Your number, your inbox, your sent history and your page allowance belong to the account, and the move only changes who takes the payment. You can move to a larger plan on the way through, and the larger plan starts straight away.
Can I move billing from a card into the App Store or Google Play?
Not in one step. Cancel the card subscription first, then buy the plan you want in the app once it has ended. Only the store to card direction is a guided move.
Does cancelling work differently depending on who bills me?
Only in where you press the button. On a card it is Cancel subscription on the Plans page or in Settings; on a store it is that store's own subscription settings. After that it is the same everywhere: the cancellation takes effect at the end of the period you have already paid for, you keep your plan and your number until then, your credits stay yours, and a FaxTerra-assigned number goes back into circulation once the period ends. A number you ported in is held for 60 days either way.
Who refunds a purchase I made in the app?
The store that took the payment. Apple refunds an App Store purchase and Google refunds a Google Play one, from your purchase history with them. Tell us as well if something on our side went wrong, and we will tell you what we can see, but we cannot refund money that never reached us.