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    Billing Policies

    Applies to: All ONTRAPORT accounts.

    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. Any free trial offers waive the 90 day refund allowance. 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 have been suspended or have billing delayed to qualify for any refunds.
    • Please review our Terms of Service. The Terms of Service takes precedence over any statement in this document.
    • Please note our Privacy Policy.

    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 or contact overage 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.
    • Most ONTRAPORT accounts are auto-upgraded once you have gone above the account's contact limit. No exceptions will be made to this policy. There is no ability to add additional contacts to these accounts:
      • ONTRAPORT Basic: 1,000 contacts. If you exceed this limit your account is automatically upgraded to an ONTRAPORT Plus account with 2,500 contacts.
      • ONTRAPORT Plus: 2,500 contacts. If you exceed this limit your account is automatically upgraded to an ONTRAPORT Pro account with 10,000 contacts.
      • ONTRAPORT Pro (established June 7, 2018 or later): 10,000 contacts. If you exceed this limit your account is automatically upgraded to an ONTRAPORT Enterprise account with 20,000 contacts.
      • Note that ONTRAPORT Pro accounts established prior to June 7, 2018 incur the $99 per contact overage fees without the automatic upgrade to the Enterprise account level.
      • ONTRAPORT Enterprise: 20,000 contacts. If you exceed this limit ONTRAPORT automatically adds an additional 100,000 Contacts to your account and bills you $99.
      • Please see our ONTRAPORT Pricing Page for additional details. The pricing page takes precedence over any statements in this document.
      • ONTRAPORT Pro and Team accounts created before June 7, 2018 have different contact limits and upgrade policies. Please contact support@ontraport.com for information on your account.

    Accessing Your Account

    Logging in to your Account

    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 Enterprise account you will be charged $99 automatically. This charge gives you the ability to have 100,000 additional Contacts over your contact threshold. Custom Object records with an email address field are counted toward this total. 

    For all other ONTRAPORT accounts:

    • ONTRAPORT Basic: 1,000 contacts. If you exceed this limit your account is automatically upgraded to an ONTRAPORT Plus account with 2,500 contacts.
    • ONTRAPORT Plus: 2,500 contacts. If you exceed this limit your account is automatically upgraded to an ONTRAPORT Pro account with 10,000 contacts.
    • ONTRAPORT Pro (established June 7, 2018 or later): 10,000 contacts. If you exceed this limit your account is automatically upgraded to an ONTRAPORT Enterprise account with 20,000 contacts. Contact thresholds are calculated by the total of all Contacts plus Custom Object records that have an email address field.

    Note: ONTRAPORT Pro accounts established prior to June 7, 2018 incur the $99 per 100,000 extra contacts when they reach their allotment without an automatic upgrade to the Enterprise account level. Custom Object records that have an email address field are counted as Contact Records in this calculation.

    Custom Objects

    Custom Object records containing an email address field (regardless of whether there’s data in the field) will be charged for those records at the same rate as for contacts. 

    These records will count toward the total Contact records for auto-upgrades or additional charges. Enterprise accounts and Pro accounts established prior to June, 7 2018 incur contact overage charges, while Pro accounts established after that date are automatically upgraded to the Enterprise level. 

    Email Sends

    ONTRAPORT Basic, Plus and Pro accounts established after June 6, 2018 are given unlimited email sends.

    ONTRAPORT Pro and Team accounts established before June 7, 2018, and all Enterprise accounts, have specific email send limits. If you exceed this limit a bulk email package of 100,000 additional emails will be added automatically and billed immediately to prevent interfering with your marketing campaigns. Unused email sends do not roll over.

    Bulk Email Packages

    Available to: ONTRAPORT Pro and Team accounts established before June 7, 2018 and all ONTRAPORT Enterprise accounts.

    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 (US Only)

    Postcards can be purchased in advance from the Account page. Pricing depends on the amount you purchase. Should you go over the purchased credits, you will be charged per postcard mailed at the $.97 price with a minimum of $10 per charge. This charge is automatic in order to prevent interrupting your marketing campaign. You can always see the number of credits you currently have in 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. This charge is automatic in order to prevent interrupting your marketing campaign. The balance will be used for future charges. SMS credits roll over and do not expire on your billing date.

    User Seats

    Additional User Seats may be added to the ONTRAPORT Plus, Pro and Enterprise accounts. User Seats are $47 per 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. No refunds are given for the unused term.
    • 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

    How can I update my card on file?

    • Log in to your account. Hover over your account icon at the top right corner.
    • Choose account
    • Click on add/change card on file

    How much is onboarding?

    ONTRAPORT Basic, Team, Pro and Enterprise accounts receive two, one hour long calls with our Client Success Team. These calls must be used within the first 90 days of purchase. Once these have been used or expired, you may purchase additional hours of concierge work for $150 an hour.

    Can I rollback my account?

    Rollbacks are available to restore your database to a previous state. Both partial or full rollbacks may be requested. To request a rollback, send an email to support@ontraport.com. Each ONTRAPORT rollback costs $50. If you have a 2.4 account, contact support@ontraport.com for pricing.

    How do I get copies of my invoice?

    Your Invoices are always available to you in your account under Account Details. If you would like us to email you an invoice, contact support@ontraport.com.

    Can I change my Billing Date?

    Billing dates can be changed by emailing support@ontraport.com. Not all billing date changes will be authorized. Those outside of a few days must be approved by a manager.

    How can I change what email address our invoices are being sent to?

    Email our Support Team at support@ontraport.com. They will ask you to verify the account with security questions.

    What is the refund policy if I signed up for a Basic account and upgraded to a Plus account, then cancel within the first 90 days?

    The 90 day refund period starts from the first purchase date, so if you signed up for the Basic account on Jan. 1 and upgraded to Pro on February 15, the 90 day period starts on Jan. 1. Eligible refunds within the 90 day period are refunded to your credit card.

    What happens if I go over the 1,000 contacts in my Basic account?

    Your account will be automatically upgraded to an ONTRAPORT Plus account if you exceed 1,000 contacts. Your new monthly cost will start on the next scheduled billing date.

    What happens if I go over the 2,500 contacts in my Plus account?

    Your account will be automatically upgraded to an ONTRAPORT Pro account if you exceed 2,500 contacts. Your new monthly cost will start on the next scheduled billing date.

    What happens if I go over the 10,000 contacts in my Pro account?

    For ONTRAPORT Pro accounts created after June 6, 2018, your account will be automatically upgraded to an ONTRAPORT Enterprise account if you exceed 10,000 contacts. Your new monthly cost will start on the next scheduled billing date.

    ONTRAPORT Pro accounts created prior to June 6, 2018 have different contact limits and incur contact overage fees. Please contact support@ontraport.com for your account's specific limits.

    What happens if I go over the 20,000 contacts in my Enterprise account?

    Additional Contact Packages, with 100,000 contacts, are added and billed at $99.

    When am I billed if I upgrade?

    Your Account is instantly upgraded, but you will not be charged the upgraded pricing until your next billing date.

    Are add-on charges covered by the 90-day money back guarantee?

    No, only subscription charges are covered. Contacts and Email Overages, SMS and User Seats are non refundable.

    How do I cancel my account?

    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.

    How can I cancel if I am locked out?

    When you login a screen will appear asking you to update your account information. You will find the option on this screen to “cancel your account”.

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