Subscription Billing
Billing Cycles / Billing Terms
Billing cycle and billing term can be used interchangeably. Syncro offers monthly or annual subscription plans. Our subscription plans will automatically renew at the end of the billing cycle unless we are contacted and requested to stop the automatic renewal.
Your subscription billing cycle starts when you create and pay for your subscription plan. If you are on a monthly subscription plan, your subscription will automatically renew on the same day of each month. If you are on an annual subscription, your subscription will renew on the same date every year, but any add-on purchases will be billed on a monthly basis.
Syncro Annual Subscription Plans
Annual subscriptions are billed for the full year up front. We do not currently allow accounts to be on the annual subscription plan while also having users on a monthly subscription. Subscriptions cannot be mixed and matched.
Syncro currently offers the following annual subscription plans:
- Core annual
- $1,548/user/year. This breaks down to $129/user/month. The entire annual payment is taken upfront at the time of subscription.
- Team annual
- $2,148/user/year. This breaks down to $179/month/user. The entire annual payment is taken upfront at the time of subscription.
Syncro Monthly Subscription Plans
Monthly subscriptions are billed on the same day each month. We do not currently allow accounts to be on the annual subscription plan but also have users on a monthly subscription. Subscriptions cannot be mixed and matched.
Syncro currently offers the following monthly subscription plans:
- Core monthly
- $139/user/month.
- Team monthly
- $189/user/month.
Per-User Billing
Our subscription billing structure is on a per-user basis. You will be billed for the number of users you have active at the time of your subscription renewal.
To ensure you are not billed for active users you no longer need, these users will need to be disabled before the day of your subscription renewal. Once a subscription renews, we do not offer refunds for any users disabled mid-billing cycle.
Add-On Billing
We offer a number of third-party integrations or “add-ons” that you can use and resell to your own customers. These add-ons are billed directly through Syncro to you. Any enabled add-ons will be billed via a monthly invoice. If you are on an annual subscription, you will still be billed monthly for all add-ons.
All of our add-on options are billed in arrears, which means that we bill for the prior months’ usage. For instance, your July invoice would be for your add-on usage in June.
Below are links to documentation for each of the add-ons we offer. You can learn more about their billing and pricing options there.
-
Webroot:
Webroot Integration -
Emsisoft:
Emsisoft Integration -
BitDefender:
Bitdefender Gravity Zone Integration -
Splashtop:
Splashtop Remote Access (built-in remote access tool) -
Acronis:
Acronis Cyber Backup -
Proofpoint:
Proofpoint
Cancel Your Subscription
To cancel your subscription, please have an active Admin user on the account contact Syncro and request the cancellation. You can go here to quickly create a support case and view our other contact options. We must receive this request from someone that is an active Admin user on the account in question. Any email communication to us regarding cancellation will need to be done with an email address attached to an active Admin user on the account.
Once you go through our cancellation process, we will schedule your subscription to not automatically renew. Once your current billing cycle ends, your subscription will expire instead of automatically renewing.
Please give at least 72 hours notice when cancelling. If we receive a cancellation request after the 72-hour mark, we cannot ensure your subscription will be canceled in time.
Pre-Cancellation Checklist
While we are sad to see you leave, we want to make sure you take the necessary steps prior to your subscription expiring. Please take a moment to go over the following tasks we recommend. If you have any questions, please reach out to our support team for assistance.
- Export any data you wish to keep. While we do not currently delete any data after a subscription expires, please make sure any important data has been exported before your subscription expiration. For assistance in exporting account data, contact support at help@syncromsp.com.
- Turn off any recurring processes such as recurring invoices and automatic notifications.
- Disable, migrate or delete any paid add-ons you are currently using.
- Acronis add-on: We currently do not disable backups or delete any data stored using the Acronis integration. Please ensure that you either migrate your Acronis instance from Syncro or delete your account prior to your subscription expiring. See our Acronis documentation for more information.
- Proofpoint: Coming Soon
Expired Subscriptions
Subscriptions expire for two reasons, the first being if a subscription cancellation has been requested.
The second is if an invoice is not paid within our payment window. If your subscription is expired due to failure to pay an invoice, the invoice in question will remain open in a past-due state on the account. Past-due invoices do not close until they are paid in full and we will attempt to collect payment whenever possible. Any past-due invoices that we have collected payment for are non-refundable.
If you want to resubscribe to Syncro, you will be required to pay for any past-due invoice first. Our system will automatically attempt to collect payment for the past-due invoice once you enter a new form of payment. You will be able to select and pay for a new subscription If we are successful in collecting payment for all past-due invoices. You will be invoiced for a brand-new subscription and you will start a new billing cycle.
If your subscription expires due to failure to pay an invoice and you choose to resubscribe to Syncro, the following will happen. Our system will automatically attempt to collect payment on any past-due invoices in the order of oldest to newest. You can then select a new subscription to start. You will be invoiced for this new subscription immediately and a new billing cycle will be started for your subscription.
If you see that you are charged multiple times after resubscribing to Syncro, it is from our system automatically collecting payment for past-due invoices that are owed to us.
Subscription Updates
Updating Your Subscription Plan
You can update your subscription plan at any time within Syncro. However, not all subscription updates will take effect right away. Please see the sections below to understand how different selections will affect your subscription.
You can update your subscription by first logging into your Syncro account. Navigate to the Admin section, then click on “Account Profile” in the left-hand navigation. From here, you will see the “Choose a Plan” option. This will take you to a menu of our current subscription options.
There are two tabs on this page - one for our monthly subscriptions and one for our annual subscriptions. Before you proceed with the update, please ensure that you have selected the correct subscription term.
Changing Your Annual Subscription to Monthly
If you are on an annual subscription and choose to change to a monthly subscription, our system will do the following:
Core annual to Core monthly
The change will be saved as a pending update on your account. This change will not take effect until the end of your current billing cycle. At that time, your subscription will renew as the chosen subscription.
Core annual to Team monthly
Your subscription will be updated immediately and the card we have on file will be charged if there is any price difference. Any “time” remaining on the current subscription will be added as a prorated credit to the account. If there is any charge due to the subscription change, this credit will be used towards the purchase. Team plan features will be enabled on the account right away.
Team annual to Core monthly
The change will be saved as a pending update on your account. This change will not take effect until the end of your current billing cycle. At that time, your subscription will renew as the chosen subscription. You will retain Team plan features until your billing cycle ends.
Team annual to Team monthly
The change will be saved as a pending update on your account. This change will not take effect until the end of your current billing cycle. At that time, your subscription will renew as the chosen subscription. You will retain Team plan features at all times.
Changing Your Monthly Subscription to Annual
If you are on a monthly subscription and choose to change to an annual subscription, our system will do the following:
Core monthly to Core annual
Your subscription will be updated immediately and the card we have on file will be charged if there is any price difference. Any “time” remaining on the current subscription will be added as a prorated credit to the account. If there is any charge due to the subscription change, this credit will be used towards the purchase.
Core monthly to Team annual
Your subscription will be updated immediately and the card we have on file will be charged if there is any price difference. Any “time” remaining on the current subscription will be added as a prorated credit to the account. If there is any charge due to the subscription change, this credit will be used towards the purchase. Team plan features will be enabled on the account right away.
Team monthly to Core annual
The change will be saved as a pending update on your account. This change will not take effect until the end of your current billing cycle. At that time, your subscription will renew as the chosen subscription. You will retain Team plan features until your billing cycle ends.
Team monthly to Team annual
Your subscription will be updated immediately and the card we have on file will be charged if there is any price difference. Any “time” remaining on the current subscription will be added as a prorated credit to the account. If there is any charge due to the subscription change, this credit will be used towards the purchase. You will retain Team plan features at all times.
Same Billing Cycle Subscription Changes
Core monthly → Team monthly
Your subscription will be updated immediately and the card we have on file will be charged if there is any price difference. Any “time” remaining on the current subscription will be added as a prorated credit to the account. If there is any charge due to the subscription change, this credit will be used towards the purchase. Team plan features will be enabled on the account right away.
Core annual → Team annual
Your subscription will be updated immediately and the card we have on file will be charged if there is any price difference. Any “time” remaining on the current subscription will be added as a prorated credit to the account. If there is any charge due to the subscription change, this credit will be used towards the purchase. Team plan features will be enabled on the account right away.
Team monthly → Core monthly
The change will be saved as a pending update on your account. This change will not take effect until the end of your current billing cycle. At that time, your subscription will renew as the chosen subscription. You will retain Team plan features until your billing cycle ends.
Team annual → Core annual
The change will be saved as a pending update on your account. This change will not take effect until the end of your current billing cycle. At that time, your subscription will renew as the chosen subscription. You will retain Team plan features until your billing cycle ends.
User Billing
How to Add Users
You can add or “enable” users at any time during your billing cycle. When you add a new user to your account, you will be billed for the user immediately. You will be billed a prorated amount depending on how far into your billing cycle you are. New users will always be on the same subscription term the rest of the account is on - annual or monthly.
There is currently no way to “mix and match” subscription terms within one account. All users must be on the same subscription term, either monthly or annual.
You can add a new user by navigating to the “Admin” page and clicking on “Users” in the left-hand navigation. Once you are on the main “Users” page, you can add a new user using the “+ Add User” button.
For further details on Users in Syncro, please see our documentation here: Add Users in Syncro
If you attempt to add a new user and the payment fails, our system will flag your account as having a failed transaction. While this flag is active, you will be prompted to update your payment method upon login and will have limited access to the Admin page. Once we are able to process the payment, the flag will be lifted from your account. If you have any problems during this process, please reach out to our billing department, billing@syncromsp.com.
How to Disable Users
You can disable a user on your account at any time during your billing cycle. When a user is disabled on your account, you do not receive a credit or refund for any remaining time. Instead, this user “license” will remain active and available for use until the end of your current billing cycle. Once your current billing cycle ends, your subscription will renew at the number of users you have active at that moment.
As an example, you could disable “User A” 20 days before the end of your billing cycle and during those 20 days, you could add “User B” without being charged again. User B would be using the user “license” that was on your account from disabling “User A”. This works the same for both monthly and annual subscription terms.
You can disable a user by navigating to the “Admin” page and clicking on “Users” in the left-hand navigation. You will see a “disable user” button for each user that is currently active, click on this to disable the user.
To ensure you are not billed for users you no longer need, users will need to be disabled before the day of your subscription renewal. Once a subscription renews, we do not offer refunds for any users disabled mid-billing cycle.
Invoices
Update the Email(s) for your Syncro Invoices
Our billing system sends out multiple billing notifications that include invoices, upcoming charges, and more during your time with Syncro. The main email listed on the Syncro account upon account creation is automatically the email we keep on file for these notifications.
If you want to change the email that receives the billing notification emails, please have an active Admin login under Admin > Account Profile > Subscription Invoice. From there this takes them to their Account details and in the upper right hand corner they can access the drop down menu that indicates “Change Email”.
If you wish to add someone as a CC to your billing notifications, please have an active Admin on the account make this request to our billing team at billing@syncromsp.com.
View and Download Past Invoices
If you are looking for your previous invoices with Syncro, an active Admin can access these under Admin > Account Profile > Subscription Invoice. There you can view and download your invoices for your business needs.
Past-due Invoices
When a payment for an invoice fails, the invoice automatically goes into a past-due state. Once a payment fails, our system will flag your account as having a failed payment. While this flag is active, you will be prompted to update your payment method upon login and will have limited access to the Admin page. Once we are able to process the payment, the flag will be lifted from your account.
Past-due invoices do not close until they are paid in full and we will attempt to collect payment whenever possible. Any past-due invoices that we have collected payment for are non-refundable.
When a failed payment occurs, we give a 22-day grace period that starts after the first failed payment. You retain access to your account during this time aside from the Admin section. 22 days after your first failed payment your subscription will expire. See the Expired Subscription section for more information on what happens after your subscription has expired due to failure to pay an invoice.
Multiple past-due invoices can happen in the rare instance where past-due invoices are being declined due to insufficient funds, but the new subscription is approved due to its lower cost. When this happens multiple times, you end up with multiple invoices that remain past due.
Payment
Accepted Payment Methods
We currently only accept payment via credit card.
If you have a very large payment to make (over $5,000) and are having problems making the payment, please reach out to our billing team at billing@syncromsp.com for assistance.
Update Payment Information
You are able to update your payment information within Syncro. Navigate to the “Admin” page, click on “Account Profile” in the left-hand navigation, and then click on the “Update Payment Method” button.
If you update your payment information and receive an error or page that says something went wrong, this is caused by the updated payment information being declined. Our payment system does some automatic checks when given new payment information to verify security information as well as available funds if a payment needs to be processed.
If a payment was due and you receive an error, please see the Declined Payments section for further information.
You can also update your payment information via the link at the bottom of your invoices from Syncro. This link will take you to view your prior invoices, subscription information, and an area to update your payment information. If you are unable to locate this link, you can have an active Admin on the account reach out to the billing team at billing@syncromsp.com for assistance.
Sales Tax
We do collect sales tax in some states. Please see our sales tax documentation for more information.
If you are exempt from sales tax, you will need to send a copy of your state-issued tax exemption certificate to us at billing@syncromsp.com. We must receive a copy of your tax-exempt certificate (not your state tax certificate) in order to set your account as tax-exempt.
There is no way for us to automatically retrieve this information. We rely on you to provide us with your documentation. Please ensure you send this information to us as soon as possible to avoid future sales tax charges.
Declined Payments
Once payment is declined, our system will flag your account as having a failed payment. While this flag is active, you will be prompted to update your payment method upon login and will have limited access to the Admin page. Once we are able to process the payment, the flag will be lifted from your account. Our system will automatically attempt to collect payment every few days after this first declined payment.
We have limited visibility when it comes to why a payment was declined and we do not have any way to “force” the payment through. If you think your payment should have gone through, we recommend you contact your bank prior to contacting us. Your bank may have automatically stopped the transaction from going through, or may need pre-authorization or there may be a hold on your card. Only your bank will have access to this information.
When you update your payment information, our system will automatically attempt to collect the payment again. If you need help getting our system to attempt payment collection, you can reach out to our billing team at billing@syncromsp.com. While we cannot force payment through, we can re-attempt the payment collection.
PLEASE NOTE: If you update your payment information and try to process payment multiple times in a row, our system may automatically block future attempts due to security concerns. After a certain amount of attempts, we are unable to lift this block. If this happens, you will have to wait up to 48 hours for the block to be removed.