Articles on: Account & billing

Billing questions: saved cards, invoices, cancelling and unexpected charges

Billing questions: saved cards, invoices, cancelling and unexpected charges


Short answers to the billing questions we get most: removing a card, paying an invoice by card, cancelling and undoing it, extra printers, charges that look wrong, failed payments, and what happens to your data when you go back to the Free plan. Most of it happens on one page: Settings > Subscription (simplyprint.io/panel/settings/subscription).


Don't see a Subscription tab in Settings? Only the account owner and members whose user group can manage the subscription see it. Ask your account owner or an administrator.


Questions in this article

  • Can I remove my saved card?
  • How do I pay an invoice by card?
  • I paid an invoice in another currency and it still shows as unpaid
  • How do I know my cancellation went through, and can I undo it?
  • What does an extra printer cost?
  • I think I was charged twice
  • What happens when a payment fails?
  • What happens to my data when I go back to Free?
  • Why am I still billed for an add-on after downgrading?
  • We need a W-9 for vendor setup
  • Do you have non-profit pricing?
  • How do I change the name, address or VAT number on my invoices?
  • How do I put our project, cost centre or order number on our invoices?
  • Which email address do invoices go to?


Can I remove my saved card?

Not while you have a paid subscription. A paid plan renews automatically, so it always needs a payment method on file. You can replace the card at any time:


  1. Open Settings > Subscription.
  2. Go to the Payment method section and add the new card or wallet.


Check: the Payment method section shows the new card.


If you want no payment method on file at all, cancel your subscription first (see below). Once the cancellation is in place, email contact@simplyprint.io and ask us to remove the saved card. There is no remove button in the panel.


If you chose to keep AI failure detection licenses on the Free plan, those are still billed and still need a card. Set them to 0 first (see "Why am I still billed for an add-on after downgrading?").


How do I pay an invoice by card?

Every unpaid invoice that was issued for invoice payment can be paid online, even if you normally pay by bank transfer.


  1. Open the invoice PDF and click Pay online now, or scan the Scan to pay QR code. The link looks like simplyprint.io/pay/...
  2. Or open Settings > Subscription, find the invoice under Purchases & invoices and click Pay now online.
  3. Confirm and pay on the payment page.


Check: the invoice's status changes to Paid in Purchases & invoices.


If someone on your team already sent a bank transfer for the same invoice, wait for it to show as paid instead. A bank transfer can take a few days to reach us and be matched, and paying online as well means paying twice.


I paid an invoice in another currency and it still shows as unpaid

Invoices have to be paid in the currency they were issued in, and for the exact amount. A payment in another currency arrives as a different amount, so it can't be matched to the invoice automatically, and the invoice stays marked as outstanding.


  1. Email contact@simplyprint.io with the invoice number, the date of the transfer and the amount and currency you sent.
  2. We match the payment by hand. If you paid more than the invoice, we can refund the difference, converted at the exchange rate of the day we received it and minus any bank fees.


Check: the invoice shows as Paid in Purchases & invoices.


To avoid it next time: if your bank offers to convert the payment into another currency, decline. Our bank details for each currency are on the Company documents page. If your account is billed in a currency that no longer suits you, see the currency section of How SimplyPrint billing works.


How do I know my cancellation went through, and can I undo it?

Cancelling means choosing the Free plan. Your paid plan keeps running until the end of the period you've paid for, and isn't renewed. The steps are in How do I cancel my subscription?


To check that a cancellation is in place:


  1. Look at the alerts in the top bar. A scheduled cancellation shows Subscription ending soon, with the number of days left.
  2. On Settings > Subscription, a box says what changes at the end of this billing period, for example "Subscription plan: Changes from Pro to Free on" and the date.


Check: both show the cancellation. When the paid period ends, we email you that your subscription has expired, and the account moves to the Free plan.


To undo it before the period ends:


  1. Click the Subscription ending soon alert in the top bar, or the Stop plan downgrade button on Settings > Subscription.
  2. Click Undo downscale to confirm.


Check: the alert disappears and your plan renews as normal.


A few accounts can't cancel themselves: accounts managed by a partner, and accounts with a commitment period that hasn't ended yet. The panel tells you when that applies.


What does an extra printer cost?

Each plan includes a number of printers: Free 2, Basic 3, Pro 5 and Print Farm 10. On Pro you can add extra printers up to 10 in total. On Print Farm there's no cap.


In USD, an extra printer costs $4.00 per month on monthly billing. The price per printer drops as you add more: after the first 10 extra printers, it goes down 5% for every 10 more, up to 25% off. Yearly billing takes a further 15% off. For example, Print Farm with 11 printers is $39.99 + $4.00 = $43.99 a month on monthly billing.


Prices differ by currency, so use the calculator on the pricing page for an exact figure in yours.


  1. Open Settings > Subscription.
  2. Set the number of printers you want and follow the checkout.


Check: your printer limit goes up and new printers can be added. On Pro and Print Farm, fair billing credits you for printer slots you pay for but don't use.


I think I was charged twice

Often you weren't. Choosing a plan during your free trial doesn't charge you: it only sets the plan you continue on after the trial. The charge comes when the trial ends (or straight away, if you click Skip trial & start billing now). So going through checkout twice can look like two purchases while only one charge was made.


  1. Open Settings > Subscription and look at Purchases & invoices.
  2. Compare it with your bank statement.


Check: one charge in both places means you have one subscription and nothing to refund.


If your bank statement really shows two charges, email contact@simplyprint.io with the date and amount of both charges and the last four digits of the card. If we need to see the statement, the team member helping you will tell you how to send it. Contact us before you dispute the charge with your bank: a chargeback is handled much more strictly than a refund request, as explained in How SimplyPrint billing works.


What happens when a payment fails?

Nothing is lost straight away. Your account keeps working for 14 days while we retry the charge, and the panel and your email tell you why it failed. If there's no payment method on file at all, there's nothing to retry and you have 1 day instead.


  • To keep your plan, fix the payment: retry it, or add a new card on Settings > Subscription.
  • If you don't want the plan any more, cancel it by choosing the Free plan. Otherwise we keep retrying and keep sending reminders until the 14 days are up.
  • If you do nothing, the account moves to the Free plan after 14 days. We don't normally bill you afterwards for the days you used while the payment was failing.


The full retry schedule and the recovery steps are in Subscription terminated after failed payments: how to recover your account.


What happens to my data when I go back to Free?

When your paid period ends (or your trial ends without a paid plan), the account moves to the Free plan and its limits apply. Nothing is deleted at that moment:


  • Printers: the Free plan includes 2. When you cancel, you pick which printers to remove; at the end of the period those are locked, not deleted. If you didn't pick, the newest printers are locked first. Upgrading again unlocks them.
  • Filament spools: the Free plan holds up to 50 spools. If you have more, none of them are deleted and you can keep using them, but you can't add new spools until you're below 50 again.
  • File storage: the Free plan includes 1 GB. If you're over, the panel shows a Storage limit exceeded warning and new uploads are refused until you free up space. Your existing files are kept.
  • Features: anything your Free plan doesn't include stops working until you upgrade again.


If you only need a break, you don't have to wait for a renewal: you can upgrade again at any time.


Why am I still billed for an add-on after downgrading?

Add-ons are billed separately from your plan, and some of them carry over:


  • Moving to a cheaper paid plan: the downgrade dialog asks how many of your current add-ons to keep on the new plan, under Keep add-ons on. It starts at the most you can keep. Whatever you keep is billed on the new plan.
  • Cancelling to Free: the Free plan can carry up to 2 AI failure detection licenses. If you have any, the cancel dialog shows Keep add-ons on Free with the number to keep. The licenses you keep stay on the account, and stay billed, after the plan itself has ended. Set it to 0 if you don't want them.


To stop paying for an add-on:


  1. Open Settings > Subscription.
  2. Set the add-on to 0 (or lower it to the number you want) and confirm.


Check: the add-ons area shows the reduced amount for the next billing period.


We need a W-9 for vendor setup

SimplyPrint ApS is a Danish company, not a US one, so the W-9 doesn't apply to us. Use our W-8BEN-E instead. You can download it from the Company documents page, along with our company details, VAT number and bank account certificates for each currency.


Do you have non-profit pricing?

No. We don't have a separate non-profit plan or discount; our prices are the same for everyone. US organisations aren't charged tax by us, and the price on the website already reflects that.


For a non-profit, the Print Farm plan or the School plan usually fits best. Every paid plan starts with a free trial, so you can try it first. See the pricing page to compare them.


How do I change the name, address or VAT number on my invoices?

  1. Open Settings > Subscription.
  2. Go to Billing address, business details & invoice settings.
  3. Fill in the company or institution name, the address and, for a business, the VAT / GST / EIN / Tax ID, then click Save.


Check: the next invoice we issue shows the new details.


Invoices that have already been issued keep the details they were issued with. If one needs correcting, email contact@simplyprint.io with the invoice number and the correct details, and we'll reissue it.


How do I put our project, cost centre or order number on our invoices?

Set an Invoice reference. We print it on every invoice we send you, so your finance team can see what to book it to, for example a project or a cost centre.


  1. Open Settings > Subscription.
  2. Go to Billing address, business details & invoice settings. The field is only there for business and organisation accounts; if you don't see it, tick Is a business / organization account.
  3. Fill in Invoice reference, then click Save. If invoices should be addressed to someone in particular, fill in Att. person too.


Check: the next invoice we issue shows Reference: followed by your text, under the address.


Changing the reference later doesn't change invoices you already have. To add a reference, an Att. person or a purchase order number to an invoice that has already been issued, email contact@simplyprint.io with the invoice number and what should be on it. We add it to the same invoice, with the same number, date and amount, so it doesn't have to be reissued.


Which email address do invoices go to?

By default, invoices are emailed to the account owner, or to the contact email of a business account if one is set. You can send them somewhere else, for example to your accounts department:


  1. Open Settings > Subscription.
  2. Go to Billing address, business details & invoice settings.
  3. In Billing / invoice emails, enter one or more addresses, separated by commas, and click Save.


Check: the addresses are saved. Every invoice can also be downloaded from Purchases & invoices on the same page.


Updated on: 01/11/2026

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