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    Billing Policies

    General Billing

    • Account payments are processed on your billing date. Find your billing date by clicking on your profile icon at the top right of your account and navigate to Account. There you will find your next charge date.
    • Invoices are available within ONTRAPORT in the Account section. You may request to have monthly Invoices sent to you via email by submitting a ticket to support@ontraport.com.
    • We accept all major credit cards, including Visa, MasterCard, Discover and American Express. We do not accept bank transfers, checks or PayPal for the month to month subscriptions. Payment via PayPal is available for annual contracts. Email support@ontraport.com to arrange annual payment by PayPal
    • You may upgrade or downgrade your plan at any time. We will automatically charge the new rate on your next billing date. Those on an annual package, please reach out to support@ontraport.com to have your account switched.
    • Nonprofits are eligible for 20% off discount on ONTRAPORT accounts. Submit your IRS 501 (c) determination letter or other proof of non-profit status to support@ontraport.com.
    • Certain offers allow for a 90-day refund of the base account fee, if you cancel your account within 90 days of the effective date. If this offer was made available to you, you must first cancel your account, then submit a request for a refund by email to support@ontraport.com. Please see the Terms of Service for more information on the availability of refunds."
    • Annual ONTRAPORT accounts and ONTRApages accounts are non-refundable. Annual accounts are available after 90 days of starting an account. Clients who opt for an annual contract upon sign up waive any other offers or promotions such as any 90-day refund of the base account fees.
    • Accounts may not be suspended or have billing delayed.

    Billing Cycle

    • Subscriptions are charged to the customer’s credit card on file, on the billing date. This includes the cost of your account and bulk email packages.
    • Add-ons are charged as they are incurred.
      • You will be charged the same day for overages on Emails, Contacts, User Seats, and Postcards. SMS usage charges are billed the day after messages are sent or received.
    • When you go over your allotted emails, your account will be charged and the emails will continue to send. We will never stop your emails from being sent simply because you have gone over your account email limit. 
    • Basic accounts are auto-upgraded once you have gone above the 1,000 contact limit. No exceptions will be made to this policy. There is no ability to add additional contacts to the Basic account.

    Accessing Your Account

     

    Logging in to your Account
      • To login to your account, head to https://ontraport.com. Your login credentials are the email and password you used when you created the account.
      • On the first login, you will see a screen asking you a few questions about your Company. Read this article for help while filling it out.
    Lost Password Help

    If you have lost your password, use the “forgot password” link on the login screen. Follow the instructions sent to your email.

    Lost Username

    Your ONTRAPORT username is the email address you use to receive correspondence from our team. If you have lost this email address, please contact support at support@ontraport.com

     

    Add-On Products

     

    Contacts

    If you exceed the allotted number of Contacts for your ONTRAPORT Pro of Team package you will be charged $99 automatically. This charge gives you the ability to have 100,000 additional Contacts over your contact threshold.

    • *This excludes the Basic account. Once you exceed the 1,000 contact limit on the Basic account you will be automatically upgraded to the higher package.
    Email Sends

    If you exceed the allotted number of emails for your ONTRAPORT package you will be charged $99 automatically. This charge gives you the ability to have 100,000 additional emails over your email threshold. Unused email sends do not roll over.

    Bulk Email Packages

    If you are planning to send emails in excess of 500,000 a month, you may sign up for a bulk email subscription at a discounted rate. This subscription add-on is $399 per each additional 500,000 email sends a month, billed on the subscription renewal date. Unused email sends do not roll over.

    Postcards

    Postcards can be purchased in advance from the Account page. Pricing depends on the amount you purchase (see chart below). Should you go over the purchased credits, you will be charged per each at the $.97 price with a minimum of $10 per charge. You can always see the number of credits you currently have from your Account screen. Postcard credits roll over each month.

    SMS

    Usage fees are charged for both sending and receiving a message. Prices vary by carrier. You can view approximate pricing here. Usage fees are billed to the card on file the day after the messages are sent or received. When a charge is incurred, your card on file will be charged a minimum of $10 USD. The balance will be used for future charges. SMS credits roll over.

    User Seats

    Additional User Seats may be added to the Pro account and above. User Seats are $47 / month billed on billing date. You may add and remove User Seats as you see fit.

     

    Cancellation Process

    • You may cancel your account at any time

    • To cancel your account, login and click on the profile image at the top right of your screen. Select Account and refer to the section "need to cancel". Click on “Please close my account completely” and follow instructions.
    • Certain offers allow for a 90-day refund of the base account fee, if you cancel your account within 90 days of the effective date. If this offer was made available to you, you must first cancel your account, then submit a request for a refund by email to support@ontraport.com. Your credit card will be refunded 100% of eligible subscription fees, except for costs associated with user seats, postcards, SMS, private IP addresses, toll-free phone numbers, contact and email overages.
    • ONTRApages Premium Users can downgrade to ONTRApages Free to cancel their paid Premium account.   
    • For security purposes, ONTRAPORT can not cancel your account for you. You must cancel your account using the link supplied on your Account page inside of ONTRAPORT.

    Billing FAQS

    Looking for frequently asked questions? Please see Billing Policies FAQ 

     

     

     

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