Frequently asked questions

Billing & plans

Everything you need to know about trials, tiers, the PAYER role, and what happens when things change. See pricing →

What happens during the 7-day trial?

You get full access to our Full tier features — 100 members, unlimited team, license/DBS records — so you can properly evaluate the platform. No card required up front. At the end of the 7 days you choose a plan.

What happens at the end of my 7-day trial?

You’ll choose a plan. You can continue on Full or Unlimited (setting up payment), or drop to Basic for free. If you’ve added more members or team members than Basic allows during your trial, we’ll archive the surplus members and disable the surplus team members automatically — nothing is deleted.

Why does Basic only allow one admin?

Basic is designed as a single-admin starter tier. To add other admins, you’ll need to be on Full (up to 3 admins total, including you as the PAYER) or Unlimited (no admin limit). Chaperones and DSLs are not admins — Basic allows 1 DSL and 3 chaperones.

Can I get my archived members back?

Yes. Upgrade to Full or Unlimited and unarchive them from the Members page. You can also unarchive selectively while still on Basic, as long as you stay within Basic’s 10-member limit.

How does billing work if I have multiple organisations?

Each organisation has its own subscription. On Basic and Full you pay separately per organisation you’re PAYER for. On Unlimited, your first organisation is £100/month and any additional organisations where you’re the PAYER are included at no extra cost.

I have several paid organisations. If I upgrade one to Unlimited, do the others become free?

Not automatically. After upgrading to Unlimited, you’ll see a “Convert to Unlimited” option for each of your other paid organisations in your billing page. You can choose to convert any or all of them, included at no extra cost. We don’t do this automatically because you might prefer to keep them on separate billing (e.g., different cards for different organisations).

What is a PAYER?

The PAYER is the admin who is financially responsible for an organisation. Every organisation has exactly one PAYER. They’re shown on the team page with a badge. PAYER can be transferred between admins (on Full or Unlimited only).

Can the PAYER be removed from the organisation?

No. To remove the PAYER, transfer the PAYER role to another admin first. This can only be done on Full or Unlimited (Basic is single-admin so there’s no one to transfer to).

How do I transfer billing to someone else?

On the team page, any admin can initiate a transfer of PAYER to another admin. The receiving admin gets an email and an in-app notification, and is taken directly to Stripe to set up their payment method. Once they complete payment (within 7 days), the transfer is finalised. The original PAYER continues to be billed until then — no gap.

What if a PAYER becomes unavailable (lost contact, left the organisation, etc.)?

Any other admin on the organisation can take over billing. If the subscription has lapsed (payment failed or trial expired), there’s a “Take over billing” option visible on the organisation. If the existing PAYER is still active and you need a clean handover, you can initiate a transfer from the team page.

I’m on Unlimited and want to stop paying for one of my organisations but keep access. Can I?

Yes. Transfer PAYER on that organisation to another admin. You remain an admin on that org with full access, and your Unlimited subscription continues covering the organisations you still pay for.

I want to change tier. What should I know?

Upgrades take effect immediately and are prorated. Downgrades take effect at the end of your current billing period. Downgrading to Basic always succeeds: surplus members and team are archived/disabled automatically and can be restored later. Downgrading from Unlimited to Full requires that your usage already fits Full’s limits and that you only pay for one organisation.

What if my payment fails?

We’ll retry automatically and email you. You have 7 days to update your payment method. During that time you keep full access; the PAYER sees a warning, and other admins see they can step in if needed. After 7 days the organisation locks until payment is restored — at which point any admin can take over as PAYER. Your data is preserved throughout.

I’m on Unlimited and my Unlimited subscription was cancelled. What happens to my other organisations covered by it?

Each of those organisations enters a payment-needed state. Any admin on each org can take over billing for it independently — choosing whichever tier suits that organisation. If an organisation has no other admin, the PAYER will need to restore their payment first, or get support.

Can I change my payment method?

Yes — visit your profile’s billing section and click “Update payment method”.

I got an invite — what does my free account include?

It depends which tier the sysadmin granted. Some invites are Basic; some are Full or Unlimited at no charge. Your invite email and profile billing page show which tier. Free invited accounts have no trial and require no payment.

Is my payment information secure?

Yes. We use Stripe to process all payments. Your card details are entered directly into Stripe’s secure form and are never seen, stored, or processed by Safeguard. See our Security & Compliance page for details.