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Lupa billing and your trial

How Lupa bills your company: the free trial, what happens when it ends, the card Lupa charges, and where your latest Lupa invoice shows.

This page is about what you pay Lupa. What your customers pay you is in Invoicing.

Only admins and owners can add or replace the card. Technicians never see the Lupa billing tab, because it is part of Lupa Dash.

How the trial works

If your company starts on a trial, Lupa sets how long it runs. While the trial runs, everything in Lupa works and nothing is billed.

To see when your trial ends while setup is unfinished, choose Finish setup in the banner at the top of Lupa Dash and go to the Billing step of the first-run setup wizard. While no card is on file it reads "You're on a trial until" and the date; once a card is on file, the step shows the card instead. Once setup is complete, contact Lupa to confirm your trial end date — see Getting help.

When the trial ends, everyone in your company — admins and technicians, in a browser or on the phone — is sent to a page asking you to choose a plan. Your data is kept. See When Lupa asks you to choose a plan.

Lupa does not bill you while you are on a trial, whether it is still running or has ended. Billing starts once Lupa takes your company off the trial.

Saving a card does not end the trial. A card on file does not lift the choose-a-plan page either. Lupa assigns your plan and takes your company off the trial; until then the card is kept ready for your first bill.

To get more time on a trial, choose Ask for more time on the choose-a-plan page, or use Contact support in the left rail before the trial ends.

See your plan and latest invoice

  1. Choose Settings in the left rail.
  2. Choose the Lupa billing tab.

The tab shows:

  • Your Lupa plan — the plan name and its monthly price, "plus what you use". If it reads "No plan assigned yet. Lupa sets your plan.", Lupa has not put your company on a plan.
  • A note that sales tax is calculated by Lupa's payment processor from your billing address and added to each invoice.
  • Latest invoice — shown once your company has a Lupa invoice: Before tax, Sales tax and Total charged. Until the invoice is issued, Sales tax and Total charged read "Added when the invoice is issued".
  • Payment method — the card on file, or "No payment method on file".

The tab shows one invoice: the unpaid one that needs your attention, else the newest unpaid one, else the newest one. For earlier Lupa invoices, contact Lupa with Contact support.

If the tab reads "Billing details are unavailable right now.", contact Lupa.

Add or replace the card Lupa charges

  1. Open Settings → Lupa billing.
  2. Choose Add a card. If a card is already on file, the button reads Replace card.
  3. Lupa opens its payment processor's secure page. Enter the card there and save it.
  4. You are brought back to Settings → Lupa billing, and Lupa confirms with "Payment method saved." The card's label shows under Payment method.

If you leave the payment page without saving, you are brought back to the same tab and nothing changes.

You can also add a card from the Billing step of the first-run setup wizard (Add a payment method) and, once a trial has ended, from the choose-a-plan page. Each brings you back to where you started.

If the card is not saved, Lupa says so on your return:

  • "The card was not saved. Please add it again." — the payment page did not finish saving the card.
  • "We couldn't confirm the card. Please add it again." — Lupa could not confirm the card with the payment processor.

If the payment page does not open at all, Lupa says "We couldn't open the card page — please try again." and you stay on the tab.

If the tab reads "Saving a card isn't available yet." and shows no button, card saving is not switched on for your company. Contact Lupa.

If a payment needs attention

  • "Your bank needs you to confirm this payment" — your bank wants you to approve the charge. Choose the link; it opens the payment page in a new tab.
  • "Payment failed — we'll retry on" a date — the charge was declined and will be tried again that day. Replace the card if this one can't be charged.
  • "Payment failed and won't be retried." — replace the card, then contact Lupa so the invoice can be settled.