Billing and subscription

I cancelled. What happens to my data after the current period ends?

Your tenant data stays in our system at the cancellation date — we don't delete tenants automatically when a subscription ends. Signin attempts post-period redirect to /billing with a subscription-required signal where you can reactivate or resubscribe to recover full access. Data preservation isn't indefinite — talk to us about your specific data-retention timeline if you're cancelling — but there's no hard-cutoff at period-end where data disappears.

If you want a clean export before cancellation, run a CSV export of customers, sales, inventory, and any other surfaces relevant to your business through the data-import-export surface. That keeps the business-critical record outside Nexpura regardless of what we do with the tenant later.

Does the billing currency on /billing have to match the display currency on my sales?

They're the same field — tenants.currency — so they always match. The currency you set on /settings Tax & Currency drives both: every sale renders in that currency for customer-facing display, AND the Stripe plan price on /billing displays in that currency. Changing one changes both.

We support AUD, NZD, USD, GBP, EUR at the Stripe price-table level — those are the currencies the monthly plans are priced in directly. If you set your tenant currency to one outside that list (rare), the plan price renders in AUD as a fallback. Talk to us if your jurisdiction needs a currency we don't support on the price table.

Why is Stripe handling the payment and invoice flow instead of Nexpura doing it directly?

Two reasons. First, payment compliance is a specialty: PCI compliance, 3D Secure handling, jurisdiction-specific tax compliance (VAT, GST, sales tax), dispute-and-chargeback workflows, and fraud-detection at the network level. Stripe does this professionally; building parallel UI to re-implement any of those would be expensive and error-prone for marginal gain.

Second, the Stripe Customer Portal is a known, trusted surface for your customers (you, the jeweller in this context) — most operators have used it before via other SaaS subscriptions, and the update-card / view-invoice / cancel-subscription flows are immediately familiar. Reinventing the same UI inside Nexpura would just be a less-polished version of what Stripe already does.

How does this relate to Stripe Connect for accepting customer payments at the POS?

Different feature, separate Stripe integration. The page you're reading is about Nexpura BILLING YOU for your subscription — Stripe is our payment processor on the SaaS side. Stripe Connect is the integration that lets YOUR store accept your CUSTOMERS' card payments via Stripe Terminal when you ring a sale.

Stripe Connect setup, terminal pairing, and the card-payment flow at the POS are documented on /docs/sales-and-pos/processing-sale. The two integrations are independent — you can have an active Nexpura subscription with no Stripe Connect (accept cash / direct deposit only) or Stripe Connect set up but no Nexpura subscription (in a trial that hasn't converted, for example).

I downgraded from Studio to Boutique but I still have 3 locations active. What happens?

Existing locations beyond the Boutique limit stay accessible — Nexpura doesn't hard-archive them on downgrade. What changes: you can't add new locations beyond the new tier's limit (1 for Boutique). The locations page's “Need more locations?” card appears, and the Add location button stays disabled until you archive enough rows OR upgrade back.

Same shape for the user-count cap — existing users over the new limit stay signed in, but you can't invite new ones until headcount fits. Practical implication: downgrade is a one-way throttle on growth; reversibility means upgrading again, not the system tidying up your existing accounts.

Why does the trial-end date sometimes differ between what I see on /billing and what Stripe's emails say?

Edge case at the day boundary. /billing displays the date in your tenant timezone (the IANA zone set on Tax & Currency); Stripe's automated emails use the Stripe account's configured timezone, which may differ. At the boundary, you can see “trial ends 31 Aug” on /billing while Stripe's email says “ends 1 Sept” — both refer to the same moment, just rendered in different zones.

The /billing display is the one to trust for your local operational planning. The actual charge happens at the underlying timestamp; the displayed date is correctly converted into your local zone so the day you see is the day it happens in your shop's local time.

Access Denied on /billing

Symptom: a team member navigates to /billing and sees Access Denied. Cause: their role doesn't have the manage_billing permission key enabled. Owners always pass; managers pass by default. Staff and technician require an explicit role-level or per-member override to access /billing. Fix: if the member should have billing access, the owner can flip the key on at /settings/team/permissions (for the whole role) or at /settings/roles (per-member override). If they shouldn't, billing tasks should be done by the owner or a manager directly.

Manage Subscription button returns “Could not open billing portal”

Symptom: clicking Manage Subscription returns an error banner under the status card. Cause:the Stripe customer record couldn't be resolved on the server, or the Stripe API call failed. Most common case: your subscription is in a trial-state with no Stripe customer record yet — but in that case the page should show “Subscribe to manage billing” rather than the Manage Subscription button. If you do see Manage and it fails, there's a transient Stripe issue. Fix: wait a minute and retry. If still failing after a few minutes, hard-refresh the page to re-read the hasStripeCustomer state — sometimes a stale cached view of the page is showing the wrong CTA. If still failing, contact support with your tenant ID.

Upgrade clicked, returned from Stripe successfully, but /billing still shows the old plan

Symptom:you completed checkout, Stripe confirmed the payment, you're back on /billing — but the current plan still reads the old tier. Cause: the webhook from Stripe to Nexpura promoting the subscription is asynchronous. Stripe sends it within a few seconds of checkout completing, but the page you redirected back to was rendered before the webhook landed. Fix: wait 5-10 seconds, then refresh the page. The new plan should resolve. If it still shows the old plan after a minute, the webhook may have failed — contact support with your tenant ID and the Stripe checkout session ID (visible in the URL you were redirected from).

Trial expired but I added a card before the end — why am I in no-card-on-file state?

Symptom:the status card reads “No subscription” even though you remember adding a card during trial. Cause:the add-card flow ran through Stripe checkout but didn't actually create a subscription — only a payment method. The auto-charge at trial-end requires an active subscription with the card attached, not just a card on file. Fix:the cleanest recovery is clicking the upgrade button on the plan card you want — that creates a fresh subscription with the existing card. Stripe should recognise your saved card and pre-fill the checkout page. Once the subscription is active, you're back in the normal state.

Plan price shows in AUD but my tenant currency is set to USD

Symptom:the plan-card price labels read “$179 / month” in what looks like AUD even though your business profile says USD. Cause: two possibilities. First, your tenant currency might be set to a currency outside the supported price-table list (AUD, NZD, USD, GBP, EUR), in which case the page falls back to AUD display. Second, you set the currency to USD recently but the page is showing a stale value. Fix: verify the currency setting on /settings Tax & Currency tab. If it's set to a supported currency, hard-refresh /billing — the price should resolve to that currency's price. If it's set to an unsupported currency, talk to us about adding it to the price table; in the meantime the AUD-fallback display is intentional.