Auto-Charge Frequently Asked Questions

1. What is Auto-Charge?
Auto-Charge is a new feature that automatically handles your membership payments each month, so you don’t have to worry about manually taking care of them. It ensures your fees are always paid on time.

2. Why should I use Auto-Charge?
Enabling Auto-Charge means you won’t need to remember to pay your membership fees each month. Payments are processed automatically, saving you time and effort.

3. How does Auto-Charge work?
Step-by-step:

1. Go to your Memberships page on the platform.
2. Click Add a Payment Method.
3. You’ll be redirected to Stripe, where you can enter your credit card or bank details.
4. Once your payment method is set, we’ll automatically charge the amount shown on your membership invoice every month.

4. How do I know how much I have to pay?
You can see an estimate of the amount on your Memberships page. However, the amount may change if you start or terminate contracts. To see the exact amount, you'll be able to view the final membership invoice in your account. The invoice will be available 24 to 48 hours before we process the charge.

5. What payment methods can I use?

• Credit cards (worldwide)
• ACH direct debit (USA)

6. Can I change or update my payment method?
Yes! You can update your payment method at any time by going to the Memberships page and following the steps to add or update your card or bank info in Stripe. You can change your payment method up to 3 times a year.

7. What happens if I don't want to use Auto-Charge? 
Auto-Charge is how we automatically and securely collect membership fees, ensuring your subscription stays active without interruptions. This feature is mandatory to simplify the payment process and provide you with a smoother experience.

8. Will I be notified before a payment is charged?
Yes, we’ll send you a notification before each payment is processed so you’re always informed.

9. What if I have a problem with my payment?
If there’s an issue with your payment (e.g., an expired card or insufficient funds), we’ll retry the payment once before contacting you. If it still doesn’t go through, we’ll notify you so you can update your payment method and avoid any disruptions.

10. What happens if I need to cancel my membership?
You can cancel your membership anytime. Simply go to the Subscriptions page and click Cancel My Subscription. You will continue to have access to your account until your next billing cycle.

11. What should I do if I don’t want to pay anymore?
If you no longer wish to use Ontop, head to the Subscriptions page and click Cancel My Subscription. You’ll be able to use your account until your next cutoff date.

12. Does Auto-charge have any fees?
No, Auto-charge is completely free. It’s an automatic debit that happens every month from your registered payment method, with no additional charges or hidden fees. It’s a convenient, hassle-free way to keep your account up to date without having to make manual payments each month.

If you have further questions,

feel free to contact our support team via chat OR

your dedicated Account Manager if you have one 😊