Here's where you can find some frequently asked questions about general billing information for Groove.
What does Groove cost?
Pricing for Groove is $22 dollars per user, per month.
Can I add or remove Users at any time?
You can add or remove Users from your account any time you want. You do so in the Users section of the Settings Menu. If you make changes before your next payment date, your monthly total will update accordingly. We charge accounts once a month.
What forms of payment do you accept?
We accept any major credit card. We do not accept paypal or checks, sorry! You also can't pay with cash...but if you'd like to send us cash for the fun of it, we'll gladly take it!
How do I update my credit card information?
Only the account owner can update payment info. The owner can do this from the Billing section in Settings.
If you need to pass over ownership on the account, no worries! Changing the account owner is easy to do.
The current account owner can change ownership by going into Settings > Billing > Manage Account in the left sidebar.
Under Manage Account, you'll see a dropdown menu next to Account Owner. Select the user you'd like to transfer ownership to and press Update.
The new owner will have exclusive access to billing information and the ability to archive users.
If you ever need to download or print an invoice, account owners can access all of the billing invoices/receipts by going into Settings > Billing.
On the left side you'll see a section for Invoices.
If you ever need to update the subdomain for your account (the URL you use to log in to Groove), you can do so directly from your account settings.
Any admin can update the subdomain under Settings > Company Profile.
Just type in your new name in the subdomain field and click Save. Voila!
Note: if you have a custom domain set up for your knowledge base, you will need to update your CNAME record to point to your new account subdomain.
Annual subscriptions are a great way to save a bit of money. Groove offers a 10% discount to customers that make annual payments. You can find out how to opt for an annual subscription below:
On your billing page, select Annual under Biling Cycle and click Save changes.
You'll be billed for the full year on your next billing cycle, and your team can get Groovin' at 10% off. If you add any additional agents, they will be charged for the remaining year minus 10% off.
Please note: "No contract" means Groove will never require a contract beyond month-to-month. If you make an annual payment and you don't love Groove, simply let us know and we'll refund your money within the first 30 days. Keep in mind the refund will be based on using Groove on a monthly basis (no 10% discount) since the full annual period was not fulfilled.
If your credit card is declined, we recommend contacting Stripe, our billing provider, for more info.
While have no control over your card being declined, we can point you in the right direction to find out why it happened. Please review this FAQ Declined Charges from Stripe, or contact your bank for additional insight on why your card has been declined.
If you continue having trouble after contacting both Stripe and your bank, we recommend using an alternate card.
If your account closes due to a billing snafu, contact support@groovehq.com. We'll give you a temporary allowance to make sure you can get into your account and answer your customers while you resolve your billing issues.
If you ever need to change your password, like when your sneaky best friend rifles through your diary, no worries! It's super easy to change your account password in Groove.
In Settings, select My Profile under My Settings
To update your password, simply enter the new password in the pass word field where it reads "Enter a new password." Confirm your password in the field below and press Save Profile.
Groove isn't a perfect fit for everyone. In the event that you need to cancel/delete/close your account with us, please send a quick message to support@groovehq.com and we'll be happy to take care of that for you.
