Billing.
Invoices, receipts, plan changes, a payment that failed or a charge that looks wrong. Most of it is self-serve in Billing; for anything else, write here and we reply within one business day.
What you have now
One subscription and one invoice for the agency. Viewers and client guests are free, and every site stages free.
How can we help?
Questions about your Stacklumen plan, a site plan, or an invoice for work we built. A person who can see the account reads it.
- support@stacklumen.com
- Office
- Lexington, KY
Thank you. Your message has been received.
We reply within one business day, to the address you gave. If nothing arrives, check your spam folder and then write to support@stacklumen.com.
What happens when you send it
Four steps, and nothing is changed on the account without you knowing. Read the billing policy.
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You tell us which charge
Within 30 days of it
The invoice, or the date and amount, the agency it was billed to, and what you expected. A screenshot of the charge saves a round trip.
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We look at the account
Reply within one business day
We check it against the subscription’s own record: the plan, every change, each renewal and every payment attempt.
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We tell you what happened
In writing
A plain answer with the record behind it. If something needs changing in Billing, we say where it is, or change it with you.
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We put right what is ours
To the original card
A duplicate charge, a charge after a cancellation took effect, or our own billing error is refunded to the payment method it came from.
Writing about something else?
Every door reaches the same inbox. Each one asks only what its kind of message needs, so the right person can answer it first time.
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Apply to partnerBilling questions, answered
Each answer is the billing policy’s own, with the section it comes from. If yours is not here, ask it in the form.
How do I cancel?
From Billing: choose Cancel plan or the Free plan. Any owner of one of the agency’s workspaces can, without writing to us or giving a reason. It takes effect at the end of the period you paid for, and you keep full access until then.
CancellingCan I get a refund?
Fees are non-refundable. We refund a charge made twice for the same thing, a charge taken after a cancellation had already taken effect, or a charge caused by our own billing error. Write to us within 30 days of the charge.
What is refundedWhere do I find my invoices?
In Billing, under Payment method and invoices: the billing portal, where the card is changed and past invoices are downloaded. Invoices and payment notices also go to the agency’s Billing email.
What happens when a payment fails?
The plan stays in force for 7 days while the payment is retried, which leaves time to update the card. After that the agency is on Free until the balance is paid or a plan is chosen again. Nothing is deleted.
Failed and late paymentsThere is a charge I do not recognise.
Write to us before your bank. We answer every billing question, and a real error is refunded under the policy, usually faster than a dispute. A chargeback on a valid charge suspends the agency until it is resolved.
Disputes and chargebacksA bill came from an agency that uses Stacklumen.
The agency named at the top of it is who you pay and who answers questions about it. Those pages take no card, and Stacklumen does not take payment on them; write to the agency.