Subscription and Payment Terms

• All Pay Monthly invoices are due in 30 days from the date of issue.

• Your subscription will auto-pause if an invoice remains unpaid for 45 days from the date of issue.

• All Pay Monthly plans have a minimum term of 30 days. After subscribing to a plan, you can only downgrade after 30 days. If you try to downgrade during the 30 day window, your plan will be scheduled to auto-downgrade at the end of the 30 day window.

• You can Post-pay on a monthly basis, after you receive your monthly invoice and follow payment instructions on the invoice and follow the steps outlined in the payment section below.

• You can also Pre-pay for the number of months of your choice and for any SMS or user credits by logging into CommCare → Settings → Current Subscription, and follow the steps outlined below. Please note that credits don’t expire even if you suspend your subscription.

Billing Process

The Billing Contacts of your subscription will receive a monthly invoice by email on the 1st day of the month for charges from the previous month. The invoice will include the software plan fee and any on-demand charges for excess users or SMS, if incurred.

• Due Date: Payment is due in 30 days from the invoice issue date.

• Late Payments: Payment reminders will be sent to all Billing Contacts and Admins of your project space via email if an invoice remains unpaid. Your subscription will auto-pause if an invoice remains unpaid for 45 days from the date of issue.

Subscription and Payment Terms

All Pay Annually plans require prepayment towards the software plan fee for the full subscription term within 30 days of sign-up via any of the payment options listed below.

• All Pay Annually prepayment invoices are due in 30 days from the date of issue.

• Your subscription will auto-pause if a prepayment invoice remains unpaid for 45 days from the date of issue.

• Any on-demand charges for excess users or SMS will be billed separately based on actual usage in the following month. If you prefer, you may also directly prepay for expected on-demand usage with your credit or debit card by following the instructions below.

• If you cancel or downgrade within 30 days, starting from the start date of your Subscription Term, you will be charged on a prorated basis for the service provided, and rest will be fully refunded. After 30 days, the advance payment is non-refundable and the service will continue until the end of the Subscription Term. 

Billing Processes

A prepayment invoice for your software plan fee will be issued and emailed to your Billing Contacts upon activation of your Pay Annually subscription.

Any on-demand charges for excess users or SMS will be billed separately based on actual usage in the following month. If you prefer, you may also prepay for expected on-demand usage with your credit or debit card by following the instructions here: Subscription Management & Billing | How to Prepay by Credit or Debit Card (for both Pay Monthly and Pay Annually su...

• Due Date: Payment is due in 30 days from the prepayment invoice issue date.

• Late Payments: Payment reminders will be sent to all Billing Contacts via email if a prepayment invoice remains unpaid. Your subscription will auto-pause if a prepayment invoice remains unpaid for 45 days from the date of issue.

Verify Your Subscription

1. Ensure you are an Admin of your CommCare Project Space.

   1. If you are not, contact a current Admin user for an invitation if necessary.

2. Log into CommCare and go to Settings → Current Subscription.

3. Confirm your project is subscribed to a paid subscription (Standard, Pro, Advanced, or Enterprise).

   1.  If you have an Enterprise or a Grouped Subscription, you can access your Billing Statements via the Enterprise Console. You need to be an Enterprise Admin to be able to access the Billing Statements via the Enterprise Console.

Note: Onboarding invoices are not listed on CommCareHQ and are payable only by wire transfer/ACH as instructed in the invoices.

Sign Up for Payment Notifications

To ensure receipt of monthly invoices, subscription reminders, and billing updates, sign up as a "Billing Contact" in CommCare. To update Billing Contacts, log into CommCare and go to Project Settings > Billing Information > Contact Emails* and update the details.

If no billing contacts are entered, invoices will default to web admin users for the project space. To check registered web admin users, go to Users → Web Users & Roles.

On the "Current Subscription" page, click the "Prepay by Credit Card" button.

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Enter the total number of credits you'd like to prepay. This total should include the subscription plan cost, as well as any additional credits you'd like to prepay for anticipated on-demand User or SMS overages. Enter your Credit Card information and click "Buy Credits."

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Manual payment via credit or debit card: If you would like to pay off your existing invoice via credit or debit card, follow the instructions below. Please note that postpayment via credit or debit card is only available for Pay Monthly subscriptions.

After receiving an invoice, navigate to the billing statements page on https://www.commcarehq.org/a/*ProjectName*/settings/project/billing/statements/.

For Grouped subscriptions and Enterprise accounts, navigate to the Billing Statements page in your Enterprise Console https://www.commcarehq.org/a/*ProjectName*/enterprise/billing_statements/.

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Click "Pay by Credit Card" to make bulk payments, or "Make Payment" to pay for individual Invoices.

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Enter your credit card information and click "Submit Payment". You also have the option to check the "Save card for later" box to save your card information on file for future use.

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Autopay via credit or debit card: If you would like use your credit or debit card to autopay each month, simply check the “Use this card to autopay” when saving a new card at the time of paying an existing invoice or visit the Billing Information page > scroll down to Saved Credit Cards > Click on Add Card and and make sure you check thge box for “Use this card to autopay”.

Please note that Flywire cannot process payments in USD. If you need to make a payment in USD, or if Flywire does not offer your preferred payment method for your country, please see above to pay by credit card or wire payment.

Beginning your Payment 

1. Click the link on your invoice for International Payments: https://wl.flywire.com/?destination=DMG

2. Enter the USD amount from your invoice

   1. Note: You can pay for multiple invoices in one transaction by entering the full amount of all invoices you'd like to pay

3. Select the country you are paying from (this determines the currency of your transfer)

Select your payment method

1. Flywire offers different payment methods for different countries; you will see all available options displayed for the country of origin of your payment

2. Select your preferred payment method

3. The price that you see is the full and total cost of the transfer

4. Bank Transfer: You will receive Flywire’s bank details and instructions for transfer at the end of the payment experience. You will need to transfer funds to Flywire’s account as you would for any EFT transaction. Dimagi will be notified as soon as Flywire receives your payment, and your payment will be applied to your CommCare account

5. Credit/Debit Card: Enter your card details when prompted at the end of the payment experience. Dimagi will be notified that you have made payment, and your payment will be applied to your CommCare account.  

Provide your customer information

Providing these details will help us reconcile payments with ease and make sure Flywire can compliantly pass payments from you to Dimagi. All fields with an asterisk are required. 

Provide your payment information

Providing additional details about your invoice number and/or project space name helps Dimagi quickly identify the project for which you are paying and apply the appropriate credits to your account.

1. Enter your invoice number

   1. Your invoice number is located in the top right corner of your invoice, and starts with INC- followed by 4 or 5 digits

   2. If you do not have an invoice number or cannot locate your invoice number, you can provide your project space name in this field

2. Enter your project space name in the designated field

   1. Your project space name can be located in the URL of your CommCare account and formatted as follows: project-space-name

3. Include any additional comments about your payment

   1. For example, if you were making a single payment to cover more than one project space, you should include a list of all project spaces and how you would like the credits split in this field

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Finalize Payment 

1. Bank Transfer: You will be provided with bank transfer information at the end of the Flywire payment experience

   1. Use these details to complete the transfer of funds on your online banking platform or at your local bank branch, whatever is easiest and most comfortable for you.

   2. In most cases, because you are paying in your local currency, you will send a domestic wire, unless you have selected international bank transfer.

2. Credit Card:

   1. Click the ‘Pay Now with Credit Card’ button.

   2. Enter your card details into the pop-up window

   3. The window will time out after 20 minutes of inactivity. Simply click the ‘Pay Now with Credit Card’ button again if your transaction times out

Payment Support

If you have any questions about processing your payment via Flywire, please click the Help button or visit the live chat support button on the bottom right hand corner of the page to connect with Flywire’s customer support team!

Log into CommCareHQ and make sure you are in the right project (look at the upper right corner for the project name). Click the settings wheel and choose "Current Subscription".

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Here you can see details about your current subscription, including cost and any relevant user/SMS usage info.

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 Click the "Change Plan" button and choose the plan that's right for you. 

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In some cases, it’s possible that you may want to pause your subscription.

Pausing your monthly subscription: All monthly subscriptions require a minimum 30 day commitment. You can pause a subscription at any time after the first 30 days by navigating to Project Settings > Current Subscription > Change Plan and selecting the Pause Subscription option.

Pausing your annual subscription: To pause your subscription, please reach out to [email protected] and we will pause your annual subscription for you. Your prepaid credits will be put on hold based on your pause schedule. To resume your annual subscription, please reach out to [email protected].

Note on unused prepaid credits: Prepaid credits are non-refundable after 30 days from the start date of your subscription but they do not expire. Should your subscription end and you still have credits left, your credits will still be available in your account for future use upon re-subscription.

What to do before you pause your subscription

If you pause your subscription, the following will happen:

• You will lose access to your project space, but you will be able to re-subscribe any time in the future. Re-subscribing will restore full access to your project space, including your data, apps, reports and configurations.

• You will no longer be billed. However, based on your payment method you may have an open invoice for the service provided this month.

For more information including best practices to follow before you pause your subscription, please click below.

STEPS TO REVIEW BEFORE PAUSING YOUR SUBSCRIPTION