📝 Overview

Your monthly bill from us is made up of your subscription fee and, depending on what you use, charges for SMS and any add-ons such as Marketing Suite, the Custom Branded App or Perform.

This guide explains what each charge is, how your subscription fee is calculated, how to check who you are being charged for, and how to view, pay and query your invoices.

💡 Charges from TeamUp, or payments from your customers?

This guide covers the fees your business pays to TeamUp for using the platform and any additional products or services. It does not cover payments your customers make to your business.

If you are looking for the payments your customers make to you, such as their membership payments, you can check our Payments & Billing guides here.

🧾 What You May Be Charged For

Every business pays a subscription fee. SMS and the add-ons are only charged if they are switched on for your account. Each charge appears as a line item on your monthly invoice.

Subscription fee	Your core monthly fee for using the platform. It is usage-based, set by the number of active customers you had in the previous month.
SMS	Charged per message sent, with a monthly minimum for your country. Only charged if SMS is enabled on your account.
Marketing Suite	An optional add-on, charged as a monthly fee on top of your subscription.
Custom Branded App	An optional add-on, charged as a monthly fee on top of your subscription.
Perform	An optional add-on, charged as a monthly fee and billed together with your subscription.

💡 For the current price of each add-on, see our pricing page here. SMS rates and minimums vary by country and are listed in the SMS guide here.

If your account is on a promotional or trial rate, the amount you are charged can differ from the standard price.

🧮 How Subscription Fees Are Calculated

Your subscription fee is tiered by the number of active customers you had in the previous month. You pay for usage rather than for features, as all core features are included on every plan, and the fee adjusts automatically from month to month.

Click the arrow to learn more about how subscription fees are calculated

👤 Who Counts as an Active Customer

A customer is 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 month. Each customer is counted once per month, however many events they attend or purchases they make.

💡 Customers on a free membership, or attending a free event without paying you through the platform, are still counted as active, but only on the date they start.

If a free recurring membership is assigned to a customer today, they count in the current month. If they don't book an event or make another purchase the following month, they aren't counted again.

📆 Which Month Your Fee Is Based On

Your fee is always based on the previous month's active customers, so your invoice reflects the month that has just ended, not the month you are paying in.

🧠 Example

The fee you pay in November is based on your active customers in October. If October was busier than usual, November's fee will be higher; if it was quieter, the fee drops.

📊 Seeing Your Tier & the Full Pricing Tiers

Go to Settings ➜ Subscription Fees (open it here) to see your current pricing tier and your upcoming charge. Scroll to the bottom of the same page to see the full list of pricing tiers, so you can check where your next tier begins.

🧠 Example

One business ran a free taster session that 13 new people booked onto. Those bookings counted as active customers, taking their total for the month to 112 and moving them into the next pricing tier. Free sessions still count, because the people booking onto them are using the platform.

👥 Checking Your Billable Customers

Your billable customers are the active customers used to calculate your subscription fee. You can see exactly who was counted, and why, under Settings ➜ Subscription Fees ➜ View Billable Customers.

Click the arrow to learn more about viewing your billable customers

On the Subscription Fees page, you can view billable customers for the current month next to your Upcoming Charges, and for past months under each month's charges in Payment History.

Clicking either option opens the list of active customers for that month, each shown with the reason they were counted: an event registration or a purchase/payment. The exact number of billable customers is shown at the bottom of the list.

💡 If a fee looks higher than you expected, open the billable customers list for that month first. It shows which customers were counted and why, which usually explains the change.

💬 SMS Charges

SMS is charged per message sent, billed monthly alongside your subscription, and appears as its own line item on your invoice. A monthly minimum applies, which depends on your country.

Click the arrow to learn more about how SMS is charged

SMS is only charged if it is enabled on your account. It is available to businesses based in the United Kingdom, the United States, Canada, Spain, France, Germany, Ireland and the Netherlands, and the rate per message depends on your country.

Every message counts towards your monthly total, including automated notifications such as booking confirmations and reminders, and broadcast SMS messages, which are charged at your standard SMS rate.

⚠️ The monthly minimum

If the cost of the messages you send in a month is less than the minimum for your country, you are charged the minimum instead. This means you may see an SMS charge even in a month where you sent very few messages.

You can see every SMS sent from your account under Reports ➜ Communications ➜ All SMS Messages.

To stop SMS charges, go to Pro Tools ➜ SMS ➜ Disable. SMS switches off straight away, and you are charged for what you have sent up to that date, or your country's monthly minimum. You lose your existing phone number or Sender ID, so you would need to set up a new one if you enable SMS again.

💡 SMS in Marketing Suite is a separate feature, used for texting customers from the Conversations inbox and through automations. For SMS rates and monthly minimums by country, see the SMS guide here.

🧩 Add-On Charges

Marketing Suite, the Custom Branded App and Perform are optional add-ons. Each requires an active subscription and is charged as a separate monthly fee, shown on your invoice alongside your subscription fee.

Click the arrow to learn more about each add-on charge

📣 Marketing Suite

Marketing Suite is a marketing platform connected to your member data, used for email campaigns, automated messaging, a unified inbox and more. If it is active on your account, a monthly Marketing Suite fee appears on your invoice.

To find out what Marketing Suite includes, see the guide here.

📱 Custom Branded App

The Custom Branded App is a mobile app in your own branding, where your customers can book classes, access on-demand content and connect with your business. If you have a Custom Branded App, a monthly fee for it appears on your invoice.

To find out how the app is set up, see the guide here.

🏋️ Perform

Perform is a member experience app for CrossFit and functional fitness gyms, where members log results and compete on leader boards. If you use Perform, its monthly fee appears on your invoice.

💡 Perform is a paid add-on. To add it to your account, book a free demo with our team, who will show you how it works and switch it on for your account.

Book a Demo

🔔 Perform is now billed as an item within your account, together with your subscription, rather than separately.

💡 For the current price of each add-on, see our pricing page here. If your account is on a promotional or trial rate, the amount you are charged can differ from the standard price.

💳 Viewing & Paying Your Invoices

Everything to do with paying us lives under Settings ➜ Subscription Fees. From there you can update your payment method, remove old cards, see your payment history, and download PDF copies of your invoices.

Click the arrow to learn how to manage your invoices and payment details

🗂️ Payment History & Receipts

Your payment history and PDF invoices are under Settings ➜ Subscription Fees ➜ Payment History. For a step-by-step walkthrough, see the guide here.

Staff with Owner or Admin status automatically receive an email receipt once each month's fees are paid, showing the pricing tier for that month. These emails can't be turned off for Owners and Admins.

💡 To send receipts to an email address that isn't linked to an Owner or Admin, create a new Staff Member with Admin status using that address. See how to add a staff member here, and what an Account Owner can do here.

🔄 Updating Your Payment Details

Go to Settings ➜ Subscription Fees and click Change (open the page here).

On the next page, choose Use new card, enter your new card details, and click Save.

⚠️ If we can't take a payment for your fees, we try again every 24 hours and email you about each failed attempt. After 6 unsuccessful attempts, your account is temporarily suspended.

If you need a payment extension, get in touch through the chat widget in your account or email [email protected].

✂️ Removing Old Payment Methods

You can remove cards that you no longer use to pay your fees, without needing to contact us. Go to Settings ➜ Subscription Fees ➜ Manage payment methods, then delete the card on the Manage Payment Methods screen.

You can only delete saved payment methods that are not being used for this TeamUp subscription.

⚠️ This screen is for the cards you use to pay your subscription fees.

It’s different from Settings ➜ Collect Payments ➜ Manage Payment Methods, where you manage the payment processors your customers pay through, such as Stripe and GoCardless. To manage those, see the guide here.

📆 Changing Your Billing Date

Our support team can change the date you are billed on. Email [email protected] or get in touch through the chat widget in your account.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.