Plan and billing

Plan and billing is per site. Each site has its own plan and its own subscription; they all appear on one billing relationship. Your invoices and payment method live on Billing account.

This page needs the money.read capability to view and money.author to change, which the admin and accounting roles hold. See Your team and their roles.

What a plan carries

Thing	Meaning
Tier	Shared platform, or a dedicated server
User accounts	How many active transfer users the site may have
Storage connectors	How many Connectors may be enrolled
Billing period	Yearly, or monthly where the plan offers it

The page shows a bar for each capacity, and each bar links to the page where that capacity is used. Active users occupy accounts; disabled ones do not.

The free trial

Your first site can start on a free trial. Everything is enabled, and nothing is charged.

• The trial applies to your first site only. A second site needs a plan.
• The page states the exact end date.
• Pick a plan before then and your site continues without interruption.
• Changed your mind? Choose Cancel trial site on this page at any time: the site ends immediately, its name is released, and nothing is ever charged. Cancelling does not make another free trial possible. See Cancelling a trial site.

If the trial ends without a plan, the site is suspended immediately and its configuration is kept for 30 days. Converting within that window restores it instantly, exactly as it was.

Picking a plan

Choose Pick a plan. For each plan you see what it includes, its yearly price, and its monthly price where monthly is offered.

• User accounts and Storage connectors can be set above what the plan includes, up to the plan's cap. The page shows the cap, or says there is no upper limit.
• Coupon code is optional. The discount is applied and shown on the secure payment page.
• Compare plan features shows every feature of every plan side by side.

The estimate on the page is a list price. The exact total, taxes and any coupon appear on the secure payment page before you confirm.

Choose Continue to payment. This opens Stripe in the same window. Your card details never touch SFTP.cloud.

Your price stays with your subscription

Plans are versioned, and a version's price can never be edited. The rate you sign up on is the rate you keep, renewal after renewal, for as long as that subscription lives. Buying more user accounts or more storage connectors later uses your original rates too.

You move to a different price only by changing plan yourself, or by cancelling and subscribing again. Any promotional discount runs for its own separate term on top of that rate.

Adding capacity

Choose Add capacity to buy more user accounts or more storage connectors on the current plan.

Additions take effect as soon as the prorated invoice is paid, usually within a minute.

Changing plan

Choose Change plan.

Direction	When it takes effect
Upgrade	Immediately, with a prorated charge
Downgrade or reduction	At your next renewal

Nothing is lost before a downgrade takes effect. A scheduled change is shown on the page with its date and can be cancelled up to a point; close to the renewal it locks onto that renewal and the page says so.

Tier changes

Moving from shared to dedicated is supported and guided. See Moving to a dedicated server. Moving from dedicated back to shared is not a self service change; talk to us.

Cancelling

Choose Cancel subscription.

• Your site stays fully available until the end of the period you have already paid for.
• On that date it closes.
• You can change your mind at any time before then with Resume subscription, which keeps your plan, your price and your data exactly as they are.

You may be shown an offer before the cancellation completes. Nothing is cancelled by looking at it; closing that window leaves your subscription exactly as it is.

If you are asked why you are leaving, the answer is optional and is used to improve the product.

Reinstating

A subscription that has been cancelled or has lapsed can be reinstated from this page while the site still exists. Reinstating restores service; what it costs depends on how long it has been.

Deleting an unpaid site

A site ordered on a paid plan whose first payment never completed shows Waiting for the first payment. Two options:

• Complete payment to activate it.
• I changed my mind, delete this site. Nothing has been charged. The site and its order are deleted immediately and its name becomes available to anyone. This cannot be undone.

Unpaid orders are cleaned up automatically after 7 days.

Invoices, payment method and credit

Invoices and Payment method open our payment partner, Stripe, in this window.

Account credit applies automatically to your upcoming invoices. It comes from two places:

• Service level credits, applied automatically when a month falls below the uptime commitment.
• Promotional credits granted to your account.

Credits come off the next invoice. They are not cash refunds.

Offers

An offer that has been placed on your account appears on this page with its expiry: a percentage or an amount off each invoice for a number of months, or an extension of your trial. Choose Use this offer to apply it.

Only one offer or coupon applies at checkout.

When a payment fails

This is the schedule, and every step is announced by email before it takes effect. The clock starts on the day the renewal failed.

Day	State	What it means
0 to 14	Payment failed	Full service. Retries and notices
15	Restricted	New transfer sign ins are refused. Transfers already running drain. The Portal stays fully accessible
30	Suspended	Your site stops answering, and its Connector tunnels deactivate. Configuration and users are retained
45		On a dedicated plan, the dedicated server is released
90	Closed	The subscription is closed and deletion is scheduled

Heads up emails go out on days 10, 25, 40 and 75.

Any state before closed returns to active the moment the payment succeeds.

What suspension does not do

Suspension never touches your files. They are on your storage, reached by your Connector, and SFTP.cloud has no ability to delete or read them at any point in this schedule.

Invoiced subscriptions

A subscription billed by invoice rather than by card follows a different, human paced track: reminders, then contact from a person. Any degradation before day 60 is a deliberate decision by a Syncplify operator, never automatic.

These subscriptions are changed with your account manager rather than self service. The invoice and payment method buttons on the page still work.

Complimentary subscriptions

A site on a complimentary subscription says so and carries no charges. Talk to us to change it.

Purchase order numbers

If your account carries a purchase order number, it appears at the top of this page and on your invoices.