Onboarding and support
Onboarding and support resources are not dependent on billing plans. Customers on all billing plans are eligible for free onboarding and training and full support via chat, phone email and Zoom calls.
Monthly subscription plans must be paid by credit card. Subscriptions over $250/mo can be paid by e-transfer (EFT).
Monthly subscriptions can also be prepaid annually. Annual invoices can be paid by credit card, e-transfer (EFT) or cheque regardless of the amount or billing plan.
There is a 15% discount for registered charities. There is no nonprofit discount and there is no discount for annual payments.
We can accomodate and show purchase orders (POs) on all invoices.
There are no account specific contracts beyond acceptance of the Envoke Terms of Service that applies to all Envoke customers. All invoices are due 30 days after the invoice date.
If payment is not received 60 days after the invoice date (30 days past due date) we may suspend your account. We will contact your Administrator to notify you of the suspension. In order to reinstate an account suspended for non-payment, you will need to contact Envoke to process payment. We may terminate your account if payment in full is not received 90 days after the invoice date (60 days past due date).
Monthly subscription option
The monthly subscription plan is billed month to month based on the number of active contacts in your account and functionality required based on pricing plans posted on our website.
Active contacts are contacts you can potentially send emails to: unsubscribed and invalid emails are excluded for billing purposes. You can view the total number of contacts you can send emails to on the contacts overview page of your account.
Unlimited sends: All monthly plans come with unlimited email sends.
Unlimited segmentation. All monthly plans include the ability to maintain unlimited subscription lists, tags, custom segments and custom fields.
Change in contact list size: We don't charge overage fees. Pricing automatically changes as the size of your contact list changes. You don't have to let us know upfront if a change in list size is expected.
Peak contact list: In any given month the peak active contact list size is used for billing. You can view peak contact list size in your account in this report.
There are no extra fees beyond what you see on the pricing page.
Pay as you go option
For larger accounts that send emails infrequently a pay as you go option, where billing is based on email sends rather than list size, may be suitable. This plan is based on credits that need to be purchased upfront. One email send to one contact uses one credit. Unused credits expire after one year. A minimum of 50,000 email sends per year is required. Please contact sales to discuss pay as you go billing.
Starting, changing and cancelling billing
Upgrading from trial to a paid account
When you upgrade a trial account to a paid account, data from the trial account carries forward to the paid account. Learn more about trial accounts.
Switching between billing plans
You can switch between monthly billing any time, each month.
Switching between pay as you go and monthly plans can be done once per year.
Switching from Pay As You Go to a Monthly Subscription: Any unused email credits will be converted to a dollar balance that is applied to your account. This balance is used towards your recurring monthly subscription until the balance is used up, then you will be billed monthly.
Switching from Monthly Subscription to Pay As You Go: Your recurring monthly billing will be stopped and the Pay As You Go plan will start with zero email credits. You need to purchase pay as you go email credits within 30 days.
Pausing your monthly subscription
Monthly subscriptions cannot be paused, instead, they can be converted into a maintenance plan that gives you full access to all functionality, including form submissions, except email sending. The maintenance fee is 30% of the regular monthly subscription fee. Let us know via email or chat if you wish to switch to or away from a maintenance plan.
You can cancel any time without penalties. Let us know via email or chat if you wish to cancel. We do not provide refunds on any unused credits (PAYG plan only) when an account is cancelled.
Billing for multi-account plans
Multiple accounts, called subaccounts, can be set up under a primary account. This tiered structure is a good fit for accounts with multiple departments or business units.
For the Monthly Subscription plan the total number of contacts across all sub-accounts is used to determine billing.
For the Pay As You Go plan sub-accounts share the same pool of email credits that the primary account purchases. Emails sent from any sub-account draw from the common pool of email credits.
In both cases the primary account is billed and cost allocation between sub-accounts needs to be done internally.
Unlimited email sending via the API is included if you’re on the monthly subscription plan. On the Pay As You Go plan, sending emails via the API costs credits. One email sent to one contact = one credit.
Contact updates via the API (for example syncing contacts from your CRM to Envoke) are free under both monthly and pay as you go plans. Daily API limits apply - these are determined on a case by case basis during onboarding.