There are two completely separate money flows in the platform, and mixing them up is the single most common billing confusion in support. This guide covers how YOU pay EMR for your agency subscription. It has nothing to do with how your customers pay you. That flow runs through your own Stripe account via Stripe Connect and the custom plans you build, and it is documented separately.
So if you are looking for customer payments, plans, or your revenue, close this guide and open the custom plans and Stripe billing guide instead. If you are here about your own EMR invoice, trial, pause, or a failed card, keep reading.
Where your EMR billing lives
#Everything about your own subscription sits under the account menu: Resources -> Account -> Subscription for the plan itself and Resources -> Account -> Billing for payment methods and invoices.
Steps and details
One deliberate safety net worth knowing: the Account menu stays clickable even when the rest of the dashboard is locked for non-payment, so you can always reach your billing screens to fix a payment problem.
The plan and your trial
#There is one plan: $99/month flat, with all features and unlimited usage. There are no tiers to compare and no usage meters to watch on the EMR side.
Steps and details
On the Subscription page, Manage Subscription opens the Stripe customer billing portal, where you handle payment methods, invoices, and plan management.
- The trial runs 14 days from signup, and the trial banner counts down the days remaining
- Ending the trial early via
Upgrade Nowcharges your card immediately. It does not wait for the trial to run out - Trial extensions are support-only, and an account can have at most two trials
The Billing page and your invoices
#The Billing page is laid out top to bottom as: your billing information (company name, address, VAT/Tax ID), your payment methods, the upcoming invoice, and your invoice history with Download links.
Steps and details
The most useful thing to know about invoices: the PDFs pull your billing details live from Stripe at download time. Updating your company address or VAT ID retroactively fixes all past invoices. Just re-download them. There is no need to ask support to reissue anything.
- VAT IDs are validated when you enter them; IDs from unsupported countries still print on your invoices
- EMR is not VAT-registered, so invoices show no VAT line
Cancelling your subscription
#Once you are a paying subscriber, a Cancel Subscription option appears on the Billing page. The flow offers alternatives first (pausing, a 50% discount offer, and help resources) and asks for a cancellation reason before it completes.
Steps and details
Cancelling keeps your access until the end of the paid period, and you can undo the cancellation any time before then.
Pause is not cancel
#Pausing is the option most often mistaken for cancelling, so read this section carefully before choosing it. A pause runs for 7, 30, or 90 days: billing stops immediately, your data is preserved, and your price is kept.
Steps and details
The critical part: billing resumes automatically on the resume date shown, and your card is charged again at that point. There is no separate reminder email before resumption, so put the resume date in your calendar the moment you pause.
If what you actually want is to stop being billed, cancel instead of pausing.
- One pause per 6 months
- Maximum 90 pause days per year
- Minimum pause length of 7 days
A pause is a scheduled restart of billing, not an open-ended stop. If you do not want to be charged again on the shown date, cancel instead.
When a payment fails
#Many banks now require 3DS confirmation on card payments. When your bank pops up a confirmation prompt, you must complete it. Otherwise the payment stays incomplete even though it looks submitted on our side.
Steps and details
If the account goes past due, you will see an overdue page with Pay Now & Restore Access and Update Payment Method buttons. While the balance is unpaid, the dashboard navigation locks behind a Restore Access button, but the Account area stays usable, so you can always reach billing to fix the problem.
- The payment modal allows up to 3 retry attempts per session
- If a card keeps failing, complete the bank's 3DS prompt or try a different payment method via
Update Payment Method
Credits
#The free grey-label email service uses no credits. Agency credits are only used by the older EMR email sender that runs on SendGrid, which can no longer be added as a new provider. Credits live outside the Billing page: /subscriptions/credits is where you buy credits, and /subscriptions/credit-usage shows a daily usage chart and your credit transactions.
Steps and details
Your customers' email and SMS allowances are separate: you set them on the plans you create for them.