Change, pause or cancel my Facet plan
Upgrade or downgrade, update your card, pause billing, cancel or request your 14-day refund from Billing, with no need to contact us.
Everything about your Facet subscription lives in Billing: change plan, update your card and invoices, add capacity, or cancel.
- Open Settings, then Billing.
- To change plan, find Compare Plans and select Upgrade or Downgrade on the plan you want, then confirm. The change is prorated.
- To update your card or download invoices, select Manage Subscription. Stripe's secure billing page opens.
- Need more room without changing plan? Billing offers Storage add-ons, Email send packs and, on plans with native video, More video storage. Each shows its price and asks you to confirm before charging.
- To cancel, select Cancel my account under Cancel Account. You may first be offered Pause for 30 days (once per subscription) or a cheaper plan your usage fits; choose No thanks, continue cancelling to carry on.
- Read what happens and when, choose what happens to your paying members, then select Cancel subscription. During your trial there's no pause offer: cancelling costs nothing and your site stays live until the trial ends.
After cancelling, check the date shown under Cancellation scheduled: you keep full access until then and aren't charged again. Then your site rests on ice for 12 months: offline to visitors, private and intact, and you can sign in to download everything, reactivate it or delete it. We email you 30 and 7 days before it would be erased, with a free option to keep it on ice another 12 months. By default your members' billing pauses while it rests and resumes if you come back; choose Cancel my members' subscriptions at period end if you're moving them elsewhere. Changed your mind? Select Keep my subscription before that date.
Your first payment can be refunded in full if you ask within 14 days of that payment; renewals aren't refunded. Billing shows this under 14-day money-back guarantee, with the last day you can ask or the reason you can't. Select Request my refund, then Yes, refund and cancel. Your plan is cancelled and the refund goes back to your card straight away, so your site rests on ice for 12 months like any cancellation, and we email you a confirmation. If the refund can't finish automatically, Billing says it's being processed and Jed or Hannah completes it. You don't need to write to us. The 14 days count from your site's first payment, so subscribing again later doesn't start a new refund window. The refund is once per customer: if you've already had one for another site, with the same email address or card, Jed or Hannah reviews the request instead.
If this didn't work
- You cancelled but your site is still live: that's expected. It stays up until the date shown under Cancellation scheduled (or the end of your trial), and you won't be charged again.
- A downgrade is refused: if the new plan has no native video, remove your More video storage add-ons first, or they would keep billing you.
Your Facet subscription is separate from the payments and memberships your customers buy through your own Stripe account. Cancelling doesn't delete anything. Once your site rests on ice you can delete it yourself, with 7 days to undo.