How can I manage subscription cancellations and avoid unwanted renewal charges?
Managing your subscription effectively is crucial to avoid unwanted renewal charges. Below, we provide an overview of the cancellation policies, steps to cancel your subscription, and tips to ensure you don’t incur unexpected charges.
Overview of Subscription Cancellation Policies
Subscriptions on RB2B cannot be scheduled for cancellation in advance. This means that if you wish to cancel your subscription, you must do so manually. Once canceled, the subscription will end immediately, and you will lose access to the service for the remainder of the billing period. Therefore, it is important to time your cancellation appropriately to maximize your subscription benefits.
Steps to Manually Cancel Your Subscription
To cancel your subscription and avoid renewal charges:
Log in to your RB2B account.
Navigate to the Subscription Details section.
Select the option to cancel your subscription.
Confirm the cancellation.
Ensure that you complete this process before the renewal date at the end of your current billing cycle to avoid being charged for the next period.
Why Scheduling Cancellations is Not Supported
The RB2B system does not currently support scheduling cancellations or downgrades in advance. This limitation means that cancellations take effect immediately upon confirmation. As a result, users must manually manage their subscriptions and time their cancellations to align with their desired end date.
Tips for Avoiding Unwanted Renewal Charges
Set a Reminder: Mark your calendar or set a reminder to cancel your subscription a few days before the renewal date.
Review Billing Dates: Regularly check your billing cycle to stay informed about upcoming renewal dates.
Cancel Early if Unsure: If you are uncertain about continuing the service, consider canceling early to avoid accidental charges.
By following these guidelines, you can effectively manage your subscription and avoid unwanted renewal charges.
How do I re-activate my canceled account?
If your account has been canceled due to inactivity and you would like to reactivate it, simply visit the subscription and choose a Starter, Pro, or Pro+ plan to continue service. After re-activating your account, please visit the Integrations page and ensure that the integrations that you use are turned back on as well. To subscribe to the Free plan, follow the method outlined here.
What do I do if I hit my collection limit?
If you hit your daily cap, you'll want to connect with our support team to discuss your options. We can turn your script back on, however, the next time you hit your cap your account will be disabled again.
The best approach is to upgrade to RB2B Pro which has higher collection caps and the ability to leverage overages.
Do you offer 'startup pricing' or other discounts?
Rather than offering special startup discounts, RB2B introduced the Starter plan to better serve startups and early-stage teams. Starter is intentionally priced for lower-volume businesses and provides a straightforward way to access visitor identification without the cost or complexity of higher-tier plans, while still allowing teams to upgrade seamlessly as they grow.
How can I update the billing admin email address?
To update the billing information on your RB2B account please follow the steps outlined below:
Click Account Details in your sidebar menu
Select Billing and Invoices from the list of menu items
This will link you off to your profile page on our payment processor, Stripe.
Updating Your Billing Information
To change any of the billing information listed below, please click the Update Information button in the Billing Information section on your Stripe profile page.
Once complete, click Save to commit your changes or click Cancel to abandon them.
Editable Billing Information
Name
Email address
Address
Country
Street
City
State / Province
ZIP / Postal
Phone Number
Can I pause my subscription?
RB2B does not offer a pause option for subscriptions. However, if you wish to stop recurring charges at the end of your billing cycle, you have two options:
Downgrade to the free plan – This allows you to keep your account active without incurring a monthly charge, though premium features will no longer be available.
Cancel your account – This permanently closes your account and ends all services.
Both actions take effect immediately, and any unused credits from your current billing period will be forfeited.
Can I Purchase a 2-, 3-, or 6-Month Subscription?
RB2B does not offer fixed multi-month subscriptions (e.g., a dedicated 3- or 6-month plan), but you can achieve the same outcome using either of our flexible subscription model.
If you want to subscribe for a specific number of months (e.g., 2, 3, or 6 months), the easiest way is to use the month-to-month plan and simply cancel whenever you choose.
You will be billed each month, but you are in full control of when to stop your subscription.
No upfront commitment—you only pay for the months you need. Ideal if you're unsure of your exact duration or want flexibility to extend or cancel early.
Why does my account show an unexpected status after a subscription action?
When managing subscriptions, users may encounter unexpected account statuses, such as remaining on a Free plan or having an inactive account despite attempting to subscribe. Below, we outline common causes, steps to ensure successful subscription activation, and troubleshooting tips.
Common Subscription Issues
Incomplete Subscription Process: If the final step of the subscription process is not completed, the account may remain inactive. For instance, a trial period might continue until it expires without transitioning to a paid subscription. Always ensure that all required steps are completed during the subscription process.
Immediate Downgrade After Subscription: If you downgrade your account immediately after subscribing, the cancellation takes effect right away. This action can revert your account to the Free plan, even if the payment was successful.
Steps to Ensure Successful Subscription Activation
Follow all steps in the subscription process carefully. Double-check that you have completed the final confirmation step.
Verify that you have received a confirmation email or notification indicating that your subscription is active.
Avoid making immediate changes, such as downgrades, after subscribing to prevent unintended cancellations.
Troubleshooting Tips for Subscription-Related Problems
Check Payment Status: Ensure that your payment was successfully processed by reviewing your transaction history.
Review Account Settings: Confirm your current plan and subscription status in your account settings.
Contact Support: If you have completed all steps and still experience issues, reach out to customer support for assistance.
Can I change my invoice details after it has been generated?
No — once an invoice has been generated in RB2B, its details cannot be modified. Invoices are created at the exact time payment is processed, which means edits after generation are not possible.
To ensure your future invoices include the correct billing information, please update your details in your Billing & Invoice Portal before making a purchase. If your company requires specific fields or formatting on invoices, we strongly recommend reviewing and confirming this information in advance.
Does RB2B have contracts?
RB2B does not require contracts. Our subscriptions are offered on a month-to-month or year-to-year basis with a pay-as-you-go model. You can upgrade, downgrade, or cancel at any time without penalties.
Why am I seeing the error “The customer’s location isn’t recognized. Set a valid customer address in order to automatically calculate tax”?
This message appears when your account is missing required address information for tax calculation.
To resolve it:
Review and complete all required address fields
Save your changes
Retry processing your subscription on https://app.rb2b.com/subscription again
Once a valid customer address is on file, the tax calculation should complete successfully.