Manage your subscription: cancellation, payment method and contract documents

This article answers the most common questions about managing your faktoora subscription: cancellation, payment method, payment problems and the status of your contract documents.

Do I have to actively cancel my plan?

Your plan renews automatically for the next billing period and does not expire on its own. If you want to end it, you must actively cancel or downgrade it in the "Payment and plan" section of your account. A cancellation does not take effect immediately: the plan remains usable until the end of the current billing period you have already paid for, and only ends after that.

The contractual notice period is governed by the General Terms and Conditions (see Terms and Conditions). Closing your entire faktoora account (that is, going beyond ending your plan) is a separate step, described in the article Delete account.

Why is my saved card no longer being charged?

For card payments, your bank may require an additional confirmation of the payment for security reasons (e.g. via 3-D Secure or app approval) before the charge is carried out. In that case, you receive an email from faktoora with the subject "faktoora - Zahlungsautorisierung erforderlich" (payment authorization required), which takes you back to your faktoora account. The payment is only completed after this confirmation; as long as the confirmation is pending, the charge remains open.

Is a payment authorization email genuine?

A genuine payment authorization email from faktoora only links you back to your faktoora account, where you confirm the payment as usual within your logged-in session. It never asks for payment or card details directly in the email. If in doubt, do not open the links in the email. Instead, log in to your faktoora account directly in your browser and check in the "Payment and plan" section whether there really is an open payment.

How do I change the bank details used for payment processing?

You manage the bank account or card from which your subscription fees are collected in the "Payment and plan" section of your account. This is separate from the bank details under "Profile", which are used for your own outgoing invoices (see Add bank details). To change the payment method used for payment processing, first add a new card or bank account and set it as the default payment method. You can then remove the previous payment method.

Are purchased credits automatically subscribed to and billed on a recurring basis?

Additional invoices beyond the quantity included in your plan are not billed as a separate, recurring subscription. They are billed automatically together with the regular invoice for the billing period in which the additional quantity was actually used. Accordingly, a period in which you do not exceed the quantity included in your plan does not result in any additional charge.

Do the terms and conditions, SLA or DPA have to be signed separately?

You already confirm the inclusion of the Terms and Conditions and the privacy policy when you register; no separate signature is required. The SLA is expressly part of the main contract and is deemed accepted when the contract is concluded, without any separate signature. The DPA (data processing agreement) is tied to the existence of this main contractual relationship. Read the respective documents for the full provisions; if you have questions about the exact procedure in your case, please contact faktoora support.