Billing & Subscription

The Billing section allows account owners to manage subscriptions, payment methods, and view invoices. Only account owners have access to billing features.

Accessing Billing

  1. Click Billing in the sidebar
  2. URL: /admin/billing

Note: Only account owners can access the Billing section. If you don’t see it in your sidebar, contact your organization’s owner.

Billing Overview

The Billing page displays:

  • Current Plan: Your active subscription
  • Usage Statistics: Feature usage against limits
  • Payment Method: Saved payment information
  • Billing History: Past invoices and transactions

Current Subscription

Plan Information

Element Description
Plan Name Your current plan (Starter, Professional, etc.)
Status Active, Trial, Past Due, Cancelled
Billing Cycle Monthly or Annual
Price Monthly/annual cost
Renewal Date Next billing date

Plan Status Indicators

Status Badge Color Meaning
Active 🟢 Green Subscription is current
Trial 🔵 Blue In trial period
Past Due 🟡 Yellow Payment issue
Cancelled 🔴 Red Subscription ended

Understanding Your Plan

Plan Comparison

Feature Free Starter Professional Growth
Price/month $0 $29 $99 $249
Staff Members 1 3 10 Unlimited
Patients 10 Unlimited Unlimited Unlimited
Appointments 10/mo Unlimited Unlimited Unlimited
Telemedicine ❌ 5/mo Unlimited Unlimited
Analytics Basic Standard Advanced Advanced
Support Community Email Priority Dedicated

Feature Limits

Your current usage is displayed:

Staff Members: 3 of 10 used
Telemedicine Sessions: 12 this month
Storage: 2.5 GB of 10 GB used

Changing Your Plan

Upgrading

  1. Click Upgrade Plan or Change Plan
  2. Review available plans
  3. Select desired plan
  4. Confirm changes
  5. Pro-rated charges apply immediately

When Upgrading:

  • New features available immediately
  • Pro-rated charge for remaining billing period
  • Higher limits apply instantly

Downgrading

  1. Click Change Plan
  2. Select lower tier plan
  3. Review impact (features you’ll lose)
  4. Confirm downgrade
  5. Takes effect at next billing cycle

When Downgrading:

  • Current features available until period ends
  • New limits apply at next billing cycle
  • No refunds for unused time
  • Data exceeding new limits must be addressed

Switching Billing Cycle

Switch between monthly and annual billing:

Cycle Benefit
Monthly Flexibility, pay as you go
Annual ~20% discount, locked price
  1. Click Change Billing Cycle
  2. Review new price
  3. Confirm change
  4. New cycle applies at next renewal

Trial Period

During Trial

  • Full access to selected plan features
  • 14 days duration
  • No payment required to start
  • Payment method required before trial ends

Trial Ending Soon

You’ll receive reminders:

  • 7 days before trial ends
  • 3 days before trial ends
  • 1 day before trial ends

After Trial Ends

If payment method is added:

  • Automatic conversion to paid subscription
  • First charge processed
  • No service interruption

If no payment method:

  • Access restricted to Free plan features
  • Data preserved for 30 days
  • Upgrade anytime to restore access

Payment Methods

Adding Payment Method

  1. Click Add Payment Method
  2. Enter card details:
    • Card number
    • Expiration date
    • CVC
    • Billing address
  3. Click Save

Supported Payment Methods:

  • Credit cards (Visa, Mastercard, Amex, Discover)
  • Debit cards
  • Some international cards

Managing Payment Methods

Set as Default:

  • Click Make Default on the card
  • Default card used for all charges

Remove Payment Method:

  • Click Remove
  • Must have at least one method for paid plans
  • Cannot remove if charges are pending

Updating Payment Information

  1. Click Edit on the payment method
  2. Update billing address
  3. For card updates, remove old and add new

Invoices and Receipts

Viewing Invoices

All past invoices are listed:

Column Description
Date Invoice date
Invoice # Unique invoice number
Amount Total charged
Status Paid, Pending, Failed
Actions View, Download

Downloading Invoices

  1. Find the invoice in the list
  2. Click Download (📥)
  3. PDF downloads automatically

Invoice Details

Click an invoice to view:

  • Line items
  • Taxes applied
  • Payment method used
  • Transaction ID

Usage Monitoring

Real-Time Usage

Track your usage against plan limits:

Staff Members:

Current: 5
Limit: 10
Status: ✅ Within limit

Monthly Appointments:

Current: 142
Limit: Unlimited
Status: ✅ No limit

Telemedicine Sessions:

Current: 23
Limit: 30
Status: ⚠️ Approaching limit

Usage Alerts

You’ll receive alerts when:

  • Approaching 80% of a limit
  • At 100% of a limit
  • Exceeding a limit

Limit Violations

When You Exceed Limits

If you exceed your plan limits:

  1. Warning Banner: Appears on affected pages
  2. Feature Restrictions: Some features may be limited
  3. Grace Period: Brief period to address the issue
  4. Resolution Options:
    • Upgrade your plan
    • Reduce usage
    • Contact support

Resolving Violations

Option 1: Upgrade Plan

  • Click Upgrade in the warning banner
  • Select plan with higher limits
  • Restrictions removed immediately

Option 2: Reduce Usage

  • Deactivate unused staff accounts
  • Archive old data
  • Wait for next billing cycle

Cancellation

Cancelling Your Subscription

  1. Click Cancel Subscription
  2. Select cancellation reason
  3. Review what you’ll lose
  4. Confirm cancellation

After Cancellation

  • Access continues until billing period ends
  • No further charges
  • Data preserved for 30 days
  • Can reactivate anytime

Reactivating

  1. Go to Billing page
  2. Click Reactivate Subscription
  3. Select plan
  4. Add/confirm payment method
  5. Subscription restored

Billing Support

Common Issues

Payment Failed:

  1. Check card expiration date
  2. Verify billing address
  3. Contact your bank
  4. Try a different card

Unexpected Charge:

  1. Review invoice details
  2. Check for pro-rated charges
  3. Contact support if unclear

Refund Request:

  • Contact support within 30 days
  • Provide invoice number
  • Explain situation

Contacting Billing Support

  1. Click Contact Support in Billing page
  2. Or email billing@genko.app
  3. Include your organization name and invoice numbers

Best Practices

Managing Costs

  1. Choose annual billing for savings
  2. Right-size your plan to actual needs
  3. Deactivate unused staff accounts
  4. Monitor usage regularly

Payment Security

  1. Keep payment method current
  2. Update before expiration
  3. Monitor invoice emails
  4. Report suspicious charges immediately

Planning for Growth

  1. Track usage trends
  2. Upgrade before hitting limits
  3. Budget for growing team
  4. Consider annual plans for stability

Troubleshooting

Cannot Access Billing

  • Only account owners can access
  • Contact your organization owner
  • Verify your account role

Payment Not Processing

  • Check card details
  • Verify sufficient funds
  • Try a different card
  • Contact your bank

Invoice Not Received

  • Check spam folder
  • Verify email address in settings
  • Download from Billing page

Plan Change Not Applied

  • Check effective date
  • Changes may apply next cycle
  • Contact support for urgent needs

Security and Compliance

Payment Security

  • All payments processed via Stripe
  • PCI-DSS compliant
  • Card numbers never stored on our servers
  • Encrypted transmission

Data Protection

  • Billing information is private
  • Only account owners access billing
  • Audit logs maintained
  • HIPAA compliant data handling
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