Pausing your subscription allows you to put your monthly charge on hold for a small fee per month. You still retain access to the features.
What does it mean to pause a subscription
Pausing your subscription will impact the billing and credits as follows.
Charges and Fees
Your normal subscription charge is on hold
A small monthly maintenance fee of £3.6 (inclusive of VAT) applies instead
This fee ensures that you can still access your account functionality.
(This price is liable to change)
Credits
No new credits: when on pause, you get no new credits
Unused credits will remain available but will expire after 90 days if not used
Using credits: you can continue to upload and use any remaining credits
To purchase more credits, you need to unpause your subscription
Billing
All account information, including billing details, will remain
You don’t need to re-enter payment details when you resume your subscription
Pausing your subscription will disable the option to buy more credits
You can unpause at any time except on the billing renewal date
You can pause your subscription as long as you need
📎NOTE: Before July 2025, pausing your subscription meant the credits didn't expire. The terms and conditions have changed. Anyone who paused the subscription before the change have until 30 September 2025 to use up their credits. After this, any credits older than 90 days will expire.
This doesn't apply to Canadian Customers.
Functionality and Data Access
Pausing doesn't block any access or functionalities
You retain access to all your data, uploads and reports
Publishing invoices is always available regardless of credits balance or subscription status
You can upload documents as long as you have enough credits in your balance
Any upload exceeding your credit balance will stay on hold until you purchase more credits
How to pause a subscription
Click Settings on the left-hand navigation bar.
On the Subscription and Billing tab, select Pause Subscription.
Read over the details, and click Confirm.
📎NOTE: Pausing a subscription isn’t available to customers on fixed-price subscription plans (legacy users).
You can't activate a fixed-price subscription as this plan is not available for new customers.
Subscription reactivation (unpause)
If you wish to resume your subscription after pausing:
Navigate back to the Settings → Billing and Subscriptions section.
Select Unpause and resume your subscription. This will restore your ability to purchase new credits.
📎NOTE: If the option to unpause is unavailable, it means the subscription is within 24 hours of its renewal date. You’ll need to wait until the renewal window has passed (typically the next day) before the Unpause option becomes available again.