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Manage your Pillow subscription from the Billing tab. Payment methods and invoices are handled through the Stripe billing portal.

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Accessing billing

  1. Click Organization in the sidebar
  2. Go to the Billing tab
Only admins can access billing settings.

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Current plan

The Current plan card shows:
  • Plan price: your subscription fee, or Complimentary
  • Included interviews: how many interviews your plan covers each month
  • Overage price: the charge for each interview beyond that total
  • Next billing date: when your next charge occurs, shown as Access until once a cancellation is scheduled
  • Turn threshold: your participant-response threshold, shown when your agreement sets one above the standard
  • Custom domain: the add-on price, once you’ve added a custom domain in Settings → Domains
Pricing is usage-based: a subscription fee plus a charge per engaged interview. An engaged interview is a live interview that reaches the participant-response threshold for your organization. The standard threshold is one participant response, so an interview counts as soon as the participant replies. Test interviews never count.

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Upgrading

If you’re on the free plan, the tab shows You’re on a free trial along with what a paid plan includes: Click Talk to us to discuss a paid plan for your interview volume. A booking dialog opens so you can pick a time.

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Managing your subscription

Active subscribers can click Manage to open the Stripe billing portal, where you can:
  • Update your payment method
  • View and download invoices
  • Update billing information
After a failed payment, the same button reads Update payment.

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Invoices

Click View invoices to open your invoice history in the Stripe portal.

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Canceling your subscription

If your agreement includes a minimum term, the Cancel subscription row reads Available after that date, and the option returns once the term ends.
1

Go to Billing

Navigate to Organization > Billing.
2

Click Cancel subscription

Find the cancel option at the bottom of the page.
3

Confirm cancellation

Review what happens when you cancel and confirm.
You keep full access until the end of your current billing period. After that date, any live studies are terminated and you can’t start new ones.

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Reactivating

If you’ve scheduled a cancellation but changed your mind, click Reactivate on the billing page to restore your subscription before the period ends.

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Need help?

For billing questions or issues:
  • Email: support@trypillow.ai
  • Include your organization name and describe the issue

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What’s next

Usage

Track your interview usage and costs.

Organization

Update your organization profile.