StreamLive ProUpdate the card you pay for StreamLive Pro with
Change the card for your StreamLive Pro plan from Billing, Manage subscription, on the processor's secure page with no charge, and pay an open renewal with a new card.
To change the card for your plan, click your initials at the top of the dashboard, choose Billing and press Manage subscription. A secure page of our payment processor opens. Type the new card there and confirm. Nothing is charged: the card is only checked and saved for your subscription. If a payment for your plan is already open, the dashboard shows a banner with Pay securely instead, and you pay the open amount with the new card on the same kind of page.
Before you start
- Billing is the owner's. Only the account owner sees Billing. A team member cannot change the card.
- You need a paid plan. On the trial there is no card to update. The page answers that there is nothing to manage yet.
- Read how your plan renews. The Billing page and the payment window say it. When they say Renewal is not automatic, nothing is charged by itself: before each period ends we email you a link, and you type the card on the secure page every time. In that case a new card is used simply by paying the next link with it.
- Have the card at hand. Card number, expiry date and the 3-digit security code. They are typed on the processor's page, never in StreamLive Pro, and we never store them.
Steps
- Open Billing. Click your initials or photo at the top of the dashboard and choose Billing. Current plan opens first.
- Press Manage subscription. The button is at the top of the Billing page. A secure payment window opens, titled as a card update with no charge.
- Type the new card. Card number, expiry and security code, then confirm.
- Wait for the return. You come back to Billing with a message that the card was updated. The card is checked without a charge.
- If a banner says a payment is open, press Pay securely. The banner gives the amount and the date until which your plan keeps working. Pay on the secure page with the new card.
- Check the result. After a payment, the invoice is in Billing, Invoices: Find and download your StreamLive Pro invoices. The banner disappears once the payment is confirmed.
Which case are you in
| What the dashboard shows | What it means | What to do |
|---|---|---|
| No banner, Manage subscription in Billing | The plan is paid and running | Update the card with Manage subscription; it is used at the next charge |
| Your plan ends on (date). To continue, pay (amount). There is no automatic charge. | Renewal by link; the period is about to end | Press Pay securely and pay with any card you choose |
| The payment for your plan is still open (amount). Your plan keeps working until (date). | A renewal did not go through | Press Pay securely before that date |
| The payment did not go through, after choosing a bigger plan | The card was declined on an upgrade; nothing changed | Press Update payment method in the message, then choose the plan again |
When a renewal is not paid by the date in the banner, the paid plan ends and its limits stop. Your files are kept for a while after that, with reminder emails: Plans, billing and limits.
What can go wrong
| What you see | Likely cause | Fix |
|---|---|---|
| The card update page could not be opened. Please try again. | A momentary problem opening the page | Try again in a minute |
| Payment is temporarily unavailable because of a problem with the card processor | A fault at the processor; our team is notified | Nothing was charged. Try again in a few minutes |
| An earlier payment is still being checked | A payment you started is not confirmed yet | Wait about an hour so you are not charged twice |
| This account has no paid subscription yet, so there is nothing to manage here | You are on the trial or the plan already ended | Choose a plan in Choose plan instead |
| The new card is declined on the page | The bank refused it, or a detail was mistyped | Check the details, or call the bank; see The payment for my plan failed |
| The payment page does not open at all | A pop-up or content blocker | See The payment page does not open |
If money was taken twice for the same period, write to [email protected] with the dates and the last 4 digits of the card. A payment that arrives for a period already paid is refunded. See When you are connected to a person.
Frequently asked questions
How do I change my credit card in StreamLive Pro?
Open Billing from your initials at the top of the dashboard and press Manage subscription. Type the new card on the secure page. Nothing is charged.
Will I be charged when I update the card?
No. The card is only checked and saved. Charges happen only when a payment is due.
My renewal failed. Do I lose my plan at once?
No. The banner shows the date until which your plan keeps working. Pay the open amount before then with Pay securely.
Does StreamLive Pro store my card number?
No. The card is typed on the payment processor's secure page and we never receive the full number or the security code.
Can a team member update the card?
No. Billing belongs to the account owner and is not available through a team seat.
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