Manage Your Subscription and Billing

Summary

The Billing page shows your trial or subscription, your price, your saved card, your VAT invoices and the route to change your payment details. It is also where you switch between monthly and annual billing. It is found at Settings > Billing. Torqueflow is one flat price for your whole organisation: £249 a month plus VAT, or £2,490 a year plus VAT, which is 12 months for the price of 10. The price does not change when you add bays, users or locations, so a group with several sites pays one price in total.

Prerequisites

• You must be signed in as a user with billing.view permission.
• To add a card, start a subscription or open the Stripe portal, you need billing.manage permission. Owners have both by default.
• Demo organisations cannot access billing.

Steps

View the billing page

1. Go to Settings > Billing.
2. The page heading reads Billing with the subtitle “Manage your subscription and payment details”.
3. What you see depends on where your account is: on a trial, active, payment failed, overdue, in a grace period after cancelling, suspended, grandfathered or on a buyout arrangement.

During your trial

The page shows a badge with the days left, e.g. “12 days remaining”. It is green with more than 7 days left, amber from 4 to 7 days and red in the last 3 days. Below it, one of three panels appears. For the full picture of how the trial converts, see How your free trial works.

1. No card saved. A panel headed Add a card to keep your account after the trial reads: “Nothing is charged today. We store your card so your subscription starts automatically when your trial ends, and your bank may show a small temporary authorisation which is released automatically.” Click Add a card to open Stripe’s secure card page. If Torqueflow is waiting for a card before it opens the rest of the app, the heading reads Add a card to open your account instead.
2. Card saved and subscription set up. A panel headed Your subscription is set up names your card, e.g. “Visa ending 4242, expires 03/2028”. It shows “Your subscription starts on [date].” and “£249.00 plus applicable tax will be charged to this card on [date].” Underneath: “The price shown when you gave your card is the price you will be charged. A later change to our list price does not change it.” Click Update Payment Method to use a different card. To pay for a year up front instead, click Buy the annual term now (see below).
3. Card saved but no subscription yet. A panel headed Your card is saved, but your subscription is not set up yet explains that nothing will be charged yet and that Torqueflow retries every day. Click Retry now to try straight away. If the trial has already ended, this panel is replaced by the Add a card and start your subscription panel described below.

After you save a card, you return to this page with a green Card saved banner.

When new work is paused

If your trial ends without a subscription, or a subscription payment is still unpaid after the grace period, new work pauses on the account. A panel at the top of the billing page explains it. It cannot be dismissed.

1. The panel heading depends on the reason: Your free trial has ended, New work is paused until the payment is sorted or This account is suspended.
2. Paused for now lists creating new jobs and appointments, online and portal booking, AI replies to texts, WhatsApp and portal messages and AI booking on calls, and automated MOT and service reminders. Reminders are held and sent when the account is restored if they are still relevant.
3. Still working lists finishing, editing and invoicing your existing jobs and taking payment, messaging your customers yourself, and all your data, exports, the time clock and your team’s sign-in.
4. What your customers see reads: “Online booking asks them to call you.”, “Texts and WhatsApp messages get a holding reply saying the team will get back to them.” and “Calls reach a message-taker instead of the AI receptionist.”
5. After a trial, a During your trial block shows calls handled, customers added and jobs created.
6. To restore everything after a trial, click Add a card and subscribe in the Add a card and start your subscription panel. A confirmation asks “Start your subscription now?”, because the first payment is taken straight away. Click Continue to payment and complete Stripe’s page.
7. For an unpaid subscription, update your card instead. See Payment failures and overdue accounts.

The restriction lifts as soon as the payment is confirmed. For the full list of what pauses after a trial, see How your free trial works.

Choose a plan and pay now

The Choose Your Plan card appears during a trial when no card is saved. Paying here starts your subscription immediately rather than at the end of the trial.

1. Use the toggle at the top to switch between Monthly and Annual. The Annual option shows a 2 months free badge.
2. Two plan cards appear side by side:
   • Monthly: “£249.00 (excl. tax)”, “per month, whatever your size”.
   • Annual: “£2490.00 (excl. tax)”, “per year”, with “12 months for the price of 10.”
3. The Monthly card also reads “One price for your whole organisation - it does not change with bays, users or locations.”
4. Prices are shown before tax. The line under the cards reads “Shown excl. tax. Your tax is calculated from your billing address at checkout.” A UK garage pays the price plus VAT.
5. Click Upgrade Now. You are taken to Stripe Checkout, which collects your billing address, works out the tax and takes the first payment.
6. After a successful payment, a banner reads “Payment successful! Your subscription is being activated.” The page updates within 60 seconds.
7. If you leave checkout without paying, a banner reads “Checkout cancelled - you can try again anytime.”

While a promotional price is running, both cards show the promotional figures. The promotional annual price is ten times the promotional monthly price, so the 2 months free badge and “12 months for the price of 10.” still show. Whichever you choose, you keep that promotional price for as long as you stay subscribed. It does not go back up at renewal.

View your active subscription

1. When your subscription is active, the page shows an Active Subscription card with a Monthly or Annual label, a green Active badge and your organisation name.
2. The card shows Billing cycle (the start of the current period) and Next payment (the next billing date).
3. Your price appears as a large figure, e.g. “£249.00/mo (excl. tax)” or “£2490.00/yr (excl. tax)”. Underneath: “plus applicable tax (see your invoice)” and “This is a flat price for your whole organisation. It does not change with bays, users or locations.”
4. The figure is your own subscription’s price. If our list price changes later, the price you pay stays the same.
5. On a monthly plan, a line reads “Annual billing: 12 months for the price of 10.” with a Switch to Annual link. If your monthly price is not the standard one, it reads “Annual billing is available for your account.” instead.
6. On an annual plan, a line reads “Prefer to pay monthly? You can switch to monthly billing when your annual term ends.” with a Switch to monthly at term end button.
7. If your subscription is set to end, the card shows a Pending Cancellation badge and Ends on instead of Next payment, with a Reactivate Subscription button.

Buy the annual term during your trial

With a card saved and your subscription set up, the trial panel reads “Prefer to pay for the year up front? You can buy the annual term today instead of waiting for the trial to end.”

1. Click Buy the annual term now. The dialog reads “Your trial ends today and the annual term starts straight away, charged to the card you have on file.”
2. Check the figure the dialog shows, the term dates and the renewal date.
3. Click Confirm and pay with the amount. Your trial ends and the annual term starts straight away.

Switch from monthly to annual

1. Click Switch to Annual. A dialog headed Switch to annual billing reads “Your subscription moves to the annual plan today. The unused part of this month is credited against the annual price.”
2. Wait while it reads “Working out the figure…”. The dialog then shows:
   • Charged to your card today, including tax.
   • Annual price, plus applicable tax.
   • Credit for unused monthly time.
   • Annual term, from today to the end date.
   • “The plan renews annually on [date] at the price you buy at today. We will email you about a month before.”
3. Click Confirm and pay with the amount shown. The card on file is charged straight away.
4. A message confirms “You are now on annual billing. Your term runs until [date].”
5. If your card is declined, nothing changes and nothing is charged. Update your card under Manage Subscription and try again.
6. If you had asked to cancel, switching to annual clears that. Choosing annual is choosing to stay.
7. If you have an unpaid monthly invoice, it is paid first and the total shown includes it.

A promotional annual price is for new signups. An existing monthly subscriber who switches during a promotion pays the standard annual price, and the dialog shows that figure before you confirm.

Switch from annual to monthly

You can move from annual to monthly billing when your annual term ends. Nothing is charged or refunded now.

1. Click Switch to monthly at term end. The dialog reads “Your annual term runs until [date]. From that date you move to monthly billing.”
2. It also says you pay the current monthly price each month from then, plus applicable tax, and that you can undo it any time before your term ends.
3. Click Switch to monthly at term end to confirm. A message confirms the date and the monthly price.
4. The billing page now shows Switching to monthly billing on [date] with a Keep annual billing button. This is not a cancellation. Your annual term continues as normal until that date.
5. To change your mind, click Keep annual billing and confirm. Your annual plan renews as before.

Annual renewal notice

About a month before your annual plan renews, every active Owner receives an email with the subject “Your Torqueflow annual plan renews on [date]”.

1. It gives the renewal date and the estimated amount, including applicable tax.
2. It says the plan renews automatically at the price you bought at, and that no action is needed.
3. It names the monthly alternative with its price, and says you can switch to monthly before the renewal date.
4. If you have already switched to monthly at term end, or asked to cancel, you do not receive it.

Bays, users and locations

Bays have no effect on your bill. Adding or removing a bay in Settings > Bays does not change your subscription, does not create a charge or credit, and needs no billing permission. The same is true for adding staff or opening another location. See Managing Bays.

Access the Stripe billing portal

1. Click Manage Subscription on the active subscription card, or Update Payment Method on the trial or payment panels. The Stripe billing portal opens.
2. From the portal you can update your card and view your billing history.
3. Change between monthly and annual on the Torqueflow billing page, not in the portal. To cancel, use Cancel subscription on the billing page. See How to cancel your Torqueflow subscription.

View invoice history

1. Scroll down to the Invoice History card.
2. The table shows Date, Type, Invoice, Amount, Status and Action.
3. Type shows Subscription, Credit pack or Auto top-up.
4. Status shows Paid (green), Open (amber), Cancelled (grey) or Unpaid (red).
5. On a paid invoice, click Download VAT invoice to open the PDF in a new tab. On an open invoice, click Pay now to pay it on Stripe’s invoice page.
6. If more invoices exist, click Load more at the bottom of the table.
7. If there are no invoices yet, the card reads “No invoices yet. Your VAT invoices appear here after your first payment.”

VAT on your Torqueflow bills

This section is about the VAT Torqueflow charges you for your subscription and credits. It is separate from the VAT your own garage charges its customers, which you set under Settings > Pricing.

1. Go to Settings > Organisation > Address.
2. Set your country using the searchable country selector. Torqueflow uses this billing country to work out the correct tax on your bills.
3. If you are VAT registered, enter your ID in the VAT / Tax ID for your Torqueflow subscription field. The helper text reads: “Torqueflow uses this when it invoices you for your subscription. If you are VAT-registered, a valid VAT ID means we do not charge you VAT (reverse charge). It is checked when you pay.”
4. A valid VAT ID means Torqueflow does not charge you VAT on your subscription and credit purchases. This is the reverse charge. Your ID is checked when you pay.
5. Every payment produces a VAT invoice you can download from Invoice History. Payment receipt emails are full VAT receipts with the tax broken out, not a bare “payment received” note.
6. Your invoices are issued by Barocco Limited, the company that operates Torqueflow. The invoice footer reads “Torqueflow is a trading name of Barocco Limited”. This is the correct legal entity for your records even though you pay “Torqueflow”.

Handle a failed payment

1. If a payment fails, the page shows a red warning: “Payment failed. Your previous payment didn’t go through. Please try again or use a different payment method.”
2. Under Retry Payment, a customer who already has a subscription sees their own price and “This is your current subscription. Update your payment method to settle it - you do not need to buy a new plan.”
3. Click Update Payment Method to change your card in the Stripe portal.
4. See Payment failures and overdue accounts for what still works while a payment is outstanding.

Expected Outcome

• During a trial you can see how many days are left, whether a card is saved, and the date and amount of your first payment.
• Active subscribers see their plan, their own price, the billing cycle dates and the next payment date.
• Adding or removing bays, users or locations never changes what you pay.
• Invoice history is available with VAT invoice downloads.

Troubleshooting

Problem	Cause	Fix
”Billing is not available for your current account state”	The account is a demo or has been deleted.	Contact support. Demo accounts do not have billing.
Cannot see the billing page	Missing billing.view permission.	Ask the account owner to check your role permissions.
”Manage Subscription” or “Update Payment Method” is missing	No Stripe customer exists yet, or you lack billing.manage permission.	Add a card or complete a checkout first, or ask the owner to adjust permissions.
”Unable to open billing portal, please try again”	The Stripe portal could not be opened.	Try again. If it persists, contact support.
”We can’t show your subscription price right now.”	Torqueflow could not read your price from Stripe.	Refresh later or open Manage Subscription. Your billing is not affected.
”No subscription price has been published yet, so we cannot start a checkout.” or “The current subscription price is not yet available to buy.”	The price is not ready to buy on our side.	Contact support.
”This organisation already has a subscription.”	A subscription already exists, for example one set up when you saved your card.	Use Manage Subscription or Update Payment Method instead of starting a new plan. To pay annually, use Buy the annual term now or Switch to Annual.
”The annual price changed while you were looking at it.”	The price moved between opening the dialog and confirming. Nothing was charged.	Open the switch again and check the new figure.
”We could not work out the figure” in the switch dialog	The figure could not be worked out. Nothing was changed or charged.	Click Try again, or contact support if it keeps happening.
”A plan change is already scheduled for the end of your term.”	You have already switched to monthly at term end.	Nothing more to do. Use Keep annual billing to undo it.
”Only trial accounts can convert to a paid subscription.”	The Upgrade Now button only works during a trial or while a first payment is being retried.	Contact support if you think your account should be able to subscribe.
Payment success banner but subscription not active	Stripe is still confirming the payment.	Wait up to 60 seconds. The page updates automatically.
My trial end date has passed but the page still shows the trial	Stripe takes the first payment about an hour after the trial ends, occasionally up to 3 days later.	Nothing to do. The page changes to Active when the payment is taken. Nothing pauses while you wait.
The page shows Trial expired and a Your free trial has ended panel	The trial ended without a subscription, so new work is paused.	Click Add a card and subscribe. Everything is restored once the payment goes through.
”Still confirming your payment. If you have just paid, reload the page in a moment.”	Stripe has not yet confirmed a payment you just made.	Wait a few seconds and reload the page.

Notes

• Grandfathered accounts see a purple Grandfathered badge and no price at all, because there is no billing requirement.
• Buyout accounts show a Buyout badge with the expiry date. All features are included until the buyout period ends.
• Overdue accounts see an amber warning and can only update their payment method.
• Subscription and credit prices are shown before tax. The tax is worked out from your billing country at checkout, not a fixed rate.
• An annual plan cancelled part-way through gets its whole unused months back. The cancel page shows the figure before you confirm. See How to cancel your Torqueflow subscription.
• A promotional price never reverts at renewal. You keep it for as long as you stay subscribed, on monthly or annual.
• An account has one live subscription at a time. If you ever see two charges for the same period, contact support.

Permissions

• billing.view - required to access the billing page.
• billing.manage - required to add a card, start a subscription, switch between monthly and annual and open the Stripe portal.
• billing.cancel - required to access the cancellation flow (see cancellation-process).