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Removing cancellation and rate adjustments from our Annual Subscriptions

Rachael HopkinsRachael Hopkins Expensify Success Coach - Admin Posts: 692 Expensify Team

We have changed how the 12-month subscription commitment works, or rather, we have simplified what happens if you change your mind about that commitment.

For all Annual Subscriptions started before the month of May you could back out before the 12-month commitment was up. When cancelling early we charged you a rate adjustment which used a complex algorithm to calculate what you would have paid if you had been on Pay-per-use the whole time, and looked at what you had paid, and then deducted the difference from your payment card. Whew! Just describing how it worked is complex! This led to a lot of confusion for you and our support team.

While this kept things fair for users who use Pay-per-use at a higher price, it was not only super complex, but that lump sum adjustment was not great for cash-flow planning, and if you didn’t do your sums properly you could end up accidentally paying more than if you just rode out the 12 months!

Just remember!

  • All new customers still qualify for a free trial of a Group policy, up to 42 days!
  • All new customers who try out an Annual Subscription for just one month can still get a full refund, no questions asked.
  • After the first month, you will be unable to cancel or decrease your annual commitment. You can still increase it, but as always, this will begin a new 12-month commitment.

What does this mean for you?

  1. If you are in your free trial period, but still making decisions and no one is really using Expensify as yet, wait to set up your subscription until you have an idea of how many users you need to start with. Sticking with Pay-per-use, which doesn’t require a commitment, until you’re ready to roll out to your whole team is the best option so you don’t lock in an annual commitment you’re not ready for.
  2. If you are mid-commitment period and decide to stop using Expensify, you’ll need to finish the 12-months you committed to paying for. You’ll want to disable Auto-Renew so that you don’t roll over to a new subscription when your current one ends.
  3. If you have no intention to go anywhere, just add Expensify to your annual software/systems review.

Best practice recommends planning your Expensify subscription and reviewing your usage annually. It’s important to take note of your renewal date and set a reminder to review your user numbers and overages at least one month in advance each year. Remember also that the renewal date will change when you increase your Subscription Amount.

If you’d like advice on the best way to set up a new subscription and what plan you may need, check out the resources we’ve linked below! If you have more specific questions about your subscription, it’s best to reach out to Concierge to discuss the specifics via in-app messaging or email ([email protected].)

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