1. Why is my bill coming from “Traject” now?

• As of December 15, 2020, we upgraded and migrated our billing software to align with our parent company Traject and the Traject suite of products. All official receipts and invoices will now be coming fromTraject.

2. Is my bill changing?

• Your current plan price will remain unchanged and you will be billed at the same rate.
• SMS Charges - We recently discovered that our system was not charging for SMS overages.
• After December 15th, you will be charged for any SMS overages.
• We will not be back-charging you for any previous overages.

3. Is there anything I need to do?

• No action needed on your end. We expect the transition to be seamless.
• However, if you would like to download PDF versions of your prior invoices, please do so before December 15th. PDFs of your invoices will only be saved going forward after December 19th. 
• We will however have your invoice data in spreadsheet format for the last 3 years.
• In the event that you encounter any problems feel free to reach out to our support team at support@grade.us.

Where can I download my past invoices?

• Past invoices are available for download by logging into your admin account. Navigate to My Account Settings > My Billing History. You should be able to see the PDF invoices available for download.

4. Why did you make this change?

• Now that we are part of Traject, we want to be under one billing system. In addition, this move has an added benefit for our non-US-based customers — because Chargebee supports 100+ currencies, we can accept payments from customers in their preferred currency.

5. What are the payment method options?

• We accept all major credit cards and direct debit payments.

6. Will my billing date change?

• No. Your billing date will remain the same.  

7. The charge wasn't successful the first time, what will happen?

• The system will retry daily for 9 days, if unsuccessful your account will be locked after 14 days of first failed attempt. If no payment is collected by Day 31 your account will automatically be deactivated.

8. Can I change my billing date to a specific date that I want?

• Yes, the charges will be prorated and will automatically be adjusted based on the original billing date.

9. I need to change my payment method, where can I do that?

• Log in to your admin account. Navigate to My Account > My Billing Info

10. I am subscribed to other Traject products, will I be invoiced separately?

• If you are subscribed to multiple Traject products, your monthly billing will be consolidated under one invoice. Note that your billing date will be aligned to the 1st brand’s sign up date.

Have other questions not listed here? Reach out to our support team at support@grade.us.

11. I am subscribed to other Traject products, will I be invoiced separately?

• If you are subscribed to multiple Traject products, your monthly billing will be consolidated under one invoice. Note that your billing date will be aligned to the 1st brand’s sign up date.

Have other questions not listed here? Reach out to our support team at support@grade.us.