📝 Overview

TeamUp fees are usage‑based, which means they scale up or down automatically based on how many active customers you had in the previous billing month, not on which features you use.

This guide looks into how these fees are calculated, and what constitutes an "Active" customer.

🧮 How Subscription Fees work

Your plan is tiered by active customers. You pay for usage, not for feature access (all core features are included on every plan).

Fees adjust automatically month‑to‑month based on your usage in the previous month. For example, if you had fewer active customers last month, your next charge will drop accordingly.

Click here to find out more about how subscription fees work

A customer is active if they either register for any event (class, appointment, or course) or make a purchase (Membership, or in the store) during the billing month. Each customer is counted once per month, even if they attend multiple events, or make multiple purchases.

💡 If a customer purchases a "free" membership, or attends a "free" event without making payment to you via TeamUp, they would still be marked as an Active customer, but only on the date they start

If a free recurring membership is assigned to a customer today they count as billable in the current billing cycle. If the same customer does not book an event or make any other purchases in the next billing cycle they will not be considered billable.

To check your current or upcoming billing cycle, please go to Settings ➜ Subscription Fees (here) and review Upcoming charges and your current pricing tier.

You can review past invoices and download PDFs from the same page. See a step‑by‑step walkthrough here.

💡 From here, you can also update the card/billing method if needed.

👥 View your Billable (Active) Customers List

If you'd like to view your billable customers, which are the customers taken into account when calculating your subscription fees, you can do this by going to Settings ➜ Subscription Fees ➜ View Billable Customers and you'll see the list for the customers taken into account for the the month.

Click here to find out more about viewing your billable customers

When you're in your Service Fees section, you'll see the option to view your billable customers for both the current month next to your Upcoming Charges, and past months under each months charges in the Payment History section.

If you click on either one of these options, you'll be redirected to a list of your active customers for that billing period, accompanied by the reason they're being counted toward your subscription fees. (event registration or purchase/payment)

❓ Frequently Asked Questions (FAQ's)

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When will I receive a receipt for my payment?

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You will receive an email receipt once your service fees have been paid each month, and this will also indicate the pricing tier you fall under for that billing month.

💡 Only staff members with the Owner or Admin status will receive the receipt.

When do pricing changes take effect?

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Your next monthly charge reflects the previous month’s active customers. If your usage goes up or down, your following invoice adjusts automatically.

Do free memberships make customers active every month?

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No. A free membership counts only on the date it starts (treated as a purchase). If there’s no other activity in the next billing month, that customer is not counted again.