Documentation Index
Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt
Use this file to discover all available pages before exploring further.
Overview
This article answers the questions customers most often ask us about Upstack Data plans, billing, payments, cancellations, pauses, refunds, trials, and multi-store subscriptions. Use the sections below to jump to the topic you need.💡Quick tipAll plan and billing controls live inside your Upstack Data dashboard under the Billing page. If you were set up through the Shopify App Store, some actions (like canceling) still happen inside your Shopify admin — see the relevant section below.
Plans and pricing
What plans does Upstack Data offer?
Upstack Data offers tiered plans designed around your monthly order volume. Higher tiers unlock enhanced fingerprinting and identity resolution, higher event and order caps, and priority support. The current plans and prices are listed on our Shopify App Store listing and inside the app.What’s included in the Scale plan?
The Scale plan is built for Shopify stores doing more than 500 orders per month. In addition to everything on the free plan, it includes:- A 60-day risk-free trial
- Enhanced fingerprinting and identity resolution
- Tracking for up to 2,500 orders or 250,000 events
Do you have a cheaper plan for a brand-new store with low order volume?
Yes. If you’re just launching and have very few orders, start on our free tier. You can upgrade at any time when order volume picks up. If you need something between the free tier and Scale, reach out to support and we’ll help you pick the right fit.Can I get a higher-tier plan with white-glove migration?
Yes. Teams migrating from Elevar or another server-side platform can request our white-glove migration, where our team handles the pixel setup, Klaviyo wiring, checkout events, and destination configuration for you. Message us in chat with your store URL and current platform and we’ll scope it and confirm the plan.Free trial
How long is the free trial?
Trial length depends on the plan you select at install. Most plans include a trial period that is displayed on the Shopify App Store listing and in the approval screen before you confirm the subscription. The Scale plan includes a 60-day risk-free trial.I expected a 21-day trial but I’m being charged in 3 days. Why?
Shopify counts trial days from the moment you approve the subscription charge, not from when you install the app. If you had a previous subscription on the same store, Shopify may also shorten or remove the trial on reinstall. If you think your trial length is wrong, reply in chat with your store URL and we’ll check your subscription record.I uninstalled during the free trial — why do I still see a charge on my upcoming Shopify bill?
Uninstalling the app cancels the subscription going forward, but Shopify may still list a pending charge on the next bill if the uninstall happened after the billing cycle started. Contact us with your store URL and the charge amount, and we’ll confirm whether it’s a real charge or a pending line item that won’t collect.Payments, invoices, and billing source
Am I billed through Shopify or directly by Upstack Data?
Both models exist today. Customers who installed through the Shopify App Store are typically billed through Shopify. We are actively migrating all customers to direct credit card billing via Stripe, which gives us better control over plan management and seasonal upgrades. If you’re still on Shopify billing and want to switch, see How to Migrate Your Billing from Shopify to Upstack Data.My payment failed. Can you retry it?
Yes — message us in chat and we’ll manually retry the charge against your stored payment method. If the retry still fails, update your card under Billing → Payment method and we’ll run it again.Where do I view past invoices or charges by month?
If you’re on Stripe billing, invoices are available in the Upstack Data dashboard under Billing → Invoices, and you’ll also receive a PDF copy by email each billing cycle. If you’re still billed through Shopify, your charges appear in your Shopify admin under Settings → Billing → Bills.My price changed from 299 (or similar). Why?
If you were on an older legacy plan, you may have been migrated to our current pricing as part of a plan refresh. You’ll always see the updated price on the approval screen before the change goes into effect. If the new price doesn’t match your volume, we’re happy to re-scope — reach out in chat.The app says “subscription required” but I already have an active subscription. What’s happening?
This usually means your account is caught between the old Shopify subscription and the new direct Stripe subscription. Log out of Upstack Data, log back in, and follow the prompts to complete Stripe billing setup. If that doesn’t clear the message, message us in chat with your store URL.Upgrading and downgrading
How do I upgrade my plan?
Log in to your Upstack Data dashboard, open the drop-down in the top right, go to the Billing page, pick the plan you want and click Upgrade. If you’re still on Shopify billing, you’ll be redirected to your Shopify admin to approve the change.How do I downgrade to a lower plan or to the free plan?
Open the Billing page in your dashboard, choose the lower tier, and confirm the change. Downgrades take effect on the next billing cycle so you keep access to your current plan’s features until then. To drop all the way to the free plan (“downgrade to unpaid”), message us in chat and we’ll switch your account over manually.Can I change my plan during the Shopify → Stripe migration?
Yes, and this is a good time to right-size. When you log in after uninstalling the Shopify app, you’ll be asked to pick a plan before entering your card details. Pick the tier that matches your current order volume.Canceling your subscription
How do I cancel my subscription?
It depends on how you’re billed:- Shopify billing: Uninstall the Upstack Data app from your Shopify store (Settings → Apps and sales channels → Upstack Data → Remove app). The subscription cancels automatically.
- Stripe/direct billing: Go to Billing → Cancel subscription in your Upstack Data dashboard, or reply in chat and we’ll cancel it for you.
⚠️ Good to knowCanceling does not delete your Upstack Data account, pixel setup, or integrations. If you reinstall later, your configuration reconnects automatically.
Can you stop my next payment?
Yes. Cancellation stops all future billing — once the app is uninstalled (Shopify billing) or the subscription is canceled (Stripe billing), no further charges are issued. Any charge already in motion for the current cycle will still complete.I have multiple stores. Can I cancel one without affecting the others?
Yes. Each store has its own subscription, so canceling one store’s plan does not touch your other stores. Uninstall Upstack Data from the specific store you want to cancel, or message us with the store URL and we’ll cancel just that one.I canceled — can you confirm the cancellation went through?
Reply in chat with your store URL. We’ll check your subscription record and send back written confirmation, including the date of your final paid cycle.Pausing your subscription
Can I pause my subscription for a week or a month?
Upstack Data subscriptions cannot currently be paused. If you need to stop billing temporarily, the best option is to cancel by uninstalling the app (Shopify billing) or canceling inside the dashboard (Stripe billing), then reinstall when you’re ready. Your configuration reconnects automatically on reinstall, so you don’t have to redo the pixel or integrations.Can I pause data collection without canceling?
Yes — this is different from pausing billing. If you want to temporarily stop sending events to destinations (for example, during a store freeze or campaign blackout), message us in chat and we can disable event forwarding for a set period while keeping your account active.Refunds
Do you offer refunds?
Refunds are reviewed case-by-case. If you were charged after uninstalling, charged during a trial that should have still been active, or hit a technical issue that prevented you from using the product, reply in chat with your store URL and a short description and we’ll look into it.Do you prorate refunds if I cancel mid-cycle?
We don’t automatically prorate, but if you cancel early in a billing cycle and haven’t used the product meaningfully, reach out — we’ll review and issue a partial refund where it makes sense.Multi-store billing
Is each store billed separately?
Yes. Each Shopify store has its own Upstack Data subscription, and each is billed independently. This also means each store’s plan can be sized differently.Can I move my subscription from one store to a different store?
We can’t transfer a Shopify subscription between stores — Shopify ties each subscription to the store that approved it. The workflow is: cancel on the old store (by uninstalling), install Upstack Data on the new store, and start a subscription there. Message us and we’ll coordinate so you don’t double-pay during the transition.Switching from Shopify billing to direct (Stripe) billing
We’re moving all customers to direct Stripe billing. The migration takes about 10 minutes and doesn’t affect your tracking, integrations, or data. The steps are:- Uninstall the Upstack Data app from Shopify (this cancels the Shopify-side subscription only).
- Log out of Upstack Data, then log back in.
- Enter your credit card and confirm your plan on the Stripe billing screen.
- Reconnect your Shopify store from Data Integrations → Shopify.
Still have a question?
Need help?If your question isn’t answered here, start a chat from the Upstack Data dashboard and include your store URL. We’ll look up your subscription and get back to you quickly.