📝 Overview
Your monthly subscription fees (sometimes shown as your service fees) are what you pay to use the platform. They are usage-based, so they scale up or down automatically each month based on how many active customers you had the month before.
This guide brings together the most common questions about those fees and your billing, including how fees are calculated, where to find your history and receipts, how to update your payment details, and how VAT applies. Your fee details live under Settings ➜ Subscription Fees (open it here), while upcoming customer payments are found under Billing/Revenue ➜ Upcoming Billing.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
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Click the arrow to view frequently asked questions
How are subscription fees calculated?
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Click the arrow to see the answer
Your fees are usage-based and adjust automatically from month to month, based on how many active customers you had in the previous billing month. You pay for usage rather than feature access, as all core features are included on every plan.
A customer is counted as active if they register for any event (a class, appointment, or course) or make a purchase (a membership, or something in the store) during the billing month. Each customer is counted once per month, even if they attend several events or make several purchases.
💡 A customer on a free membership, or attending a free event without paying you through the platform, is still counted as active, but only on the date they start. If a free recurring membership is assigned today, they count in the current billing cycle. If they do not book an event or make another purchase in the next cycle, they are not counted again.
To see your current pricing tier and upcoming charge, go to Settings ➜ Subscription Fees (open it here). You can also review your billable (active) customers from the same page using View Billable Customers, where each customer is listed alongside the reason they are counted (an event registration or a purchase/payment).
How do I check my service fee history?
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Click the arrow to see the answer
Go to Settings ➜ Subscription Fees (open it here). From this page you can:
Review or update your payment method using Change.
See your current pricing tier and upcoming charges.
View your list of billable customers, including the exact number at the bottom of the page.
See your payment history and download PDF copies of your invoices.
View the full pricing tiers at the bottom of the page.
How do I view my upcoming billing?
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Click the arrow to see the answer
Upcoming Billing shows the customer payments that are scheduled to be collected, which is separate from the subscription fees you pay to use the platform. To view it, head to Billing/Revenue ➜ Upcoming Billing (open it here), where you will see the next day's scheduled payments.
Use the payment date filter to select a specific upcoming month.
Use the payment processor filter to tell different payment methods apart, or to spot customers who are missing payment details.
Select any day on the list to open that day's payment details.
💡 Up to six months of billing is usually visible for any membership at a time. Because of this, figures for dates four to six months ahead can appear lower temporarily, then fill in to the full amount as the date gets closer.
You can also use the quick overview on your TeamUp Dashboard
Select a day on the Upcoming Billing list to be taken to your day-to-day payment details.
How do I update my payment details for service fees?
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Click the arrow to see the answer
Go to Settings ➜ Subscription Fees, then click Change (open the page here).
On the next page, choose Use new card, enter your new card details, and click Save.
⚠️ If we are unable to charge your subscription fees successfully, we will try again every 24 hours and email you about each failed payment. After 6 unsuccessful attempts, your account will be temporarily suspended. If you need a payment extension, please get in touch through the chat widget in your account or email [email protected].
If you need to change your billing date, our support team can action this for you. Please email [email protected] and they will be happy to help.
Can I get a receipt for my service fees?
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Click the arrow to see the answer
Staff accounts with Owner or Admin status automatically receive an email with the monthly receipt, and these emails cannot be disabled for Owners and Admins.
💡 If you would like receipts to go to a specific email address, other than those linked to your Owners and Admins, we suggest creating a new Staff account with Admin status using that email. You can see how to add a staff member here.
Owners and Admins can also see a history of all payments and download receipts from Settings ➜ Subscription Fees ➜ Payment History (open it here).
Is VAT charged on my subscription fees?
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Click the arrow to see the answer
We are not a VAT-registered company, so nothing extra is added on top of your regular subscription fees. You can view and download your fee receipts from Settings ➜ Subscription Fees ➜ Payment History (open it here).
💡 If you are a VAT-registered business and would like to include VAT in your own prices, see our guide on adding taxes and fees here.
Why doesn't my Stripe invoice have a Stripe VAT Number?
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Click the arrow to see the answer
Stripe charges VAT on processing fees for standard accounts. If you have moved to the Unified Account, we do not charge VAT on your invoices, because we are a US-registered company, so there is no Stripe VAT Number on the invoice. As no VAT is charged, there is nothing to claim back.