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You have two payment options:

• Pre-pay for the number of months of your choice and for any additional SMS or user credits by going to: https://www.commcarehq.org/a/[YOUR PROJECT SPACE NAME]/settings/project/subscription/ and follow the steps outlined here. Please note that credits don’t expire even if you suspend your subscription.
• Post-pay on a monthly basis, after you receive your monthly invoice and follow payment instructions on the invoice and follow the steps outlined here

• Invoice date: Unless you pre-paid for your subscription and did not incur any additional charges for SMS or users, the billing contact of your project will receive an invoice by email on the first day of each month for charges incurred over the previous month. The invoice will include the base fee for the software plan subscription, as well charges for any SMS or users over the included limit.
• Due date: The payment is due on the 30th of the month following service, unless the monthly payment due is below $100 and your total balance is below $100. In this case, the due date will be postponed until the total balance reaches $100. Your monthly invoice will include the mention of the total balance.
  • Example: For fees incurred in September, you will receive an invoice on October 1, due on October 30, assuming your balance is at least $100
• Late payments: If the invoice becomes past due, we will send you a reminder email. If the invoice is not paid within 60 days following the due date, we will send a warning email a few days before and downgrade your subscription to the Community plan. If this happens, your project will lose the features associated with the previous software plan, however all of your data will remain accessible. Also note that if you have several invoices pending, you can see your total balance in the latest invoice or go onto your project settings (see CommCare Pricing FAQsFAQ s) and generate a new invoice for the total balance.

Invoices can be paid via credit card, Electronic Fund Transfer (EFT), or check.

To make a pre or post - payment, follow the steps outlined here.

• If you pre-pay by credit card, you will receive an email with a summary of your payment once the payment is processed
• If you decide to pre-pay by EFT, CommCarehq will send you an invoice with the amount you will have indicated for your pre-payment. In this invoice, you will find all the information to make the EFT. Please do not forget to indicate the invoice number when submitting your wire payment, and to send an email to accounts@dimagi.com indicating the following information: Project space name, invoice number and Date of Electronic Fund Transfer.
• For any payments by check, they should be sent to the mailing address found on your invoice.  Please make all checks out to “Dimagi”, and be sure to include invoice number and the project space name in the memo.

Updating Billing Contact Information

API access: Is the CommCcare-Export tool considered use of API Access for the purposes of software plan/billing?

No, the CommCare-Export tool accesses all records via the API, but is intended to be available to all plans.

Dimagi support: How does my software plan affect the level of support I get from Dimagi?

Unless you have a services agreement, your software plan determines the level of support you receive from Dimagi.

1. Community & Standard - use our regular support channels (the "Report an Issue" button and the CommCare-users group) to get general support. Standard plan users have access to more direct email support follow-up.

2.  Pro - In addition to general support, you can ask support questions specific to your project's application and content. You will not have a specific Dimagi point of contact.

3.  Advanced - In addition to our regular support channel you will have a point person from Dimagi person for app/content support specific to your project.

• Select 'Change plan'
• Select the Community plan > Next
• You should see warnings pop up that explain which features you'll lose access to by downgrading to the Community plan
• DO NOT click confirm, otherwise you will be downgraded to the Community plan

HIPAA security: What is the difference between HIPAA security at the STANDARD and PRO plans level?

Our standard and PRO offerings currently include the same security from a technology standpoint (although this may change in the future).  The key difference is whether Dimagi is willing to assume liability and sign a "Business Associates Agreement" (BAA), which we only do in the PRO and higher packages"

Custom reports: What are the custom reports that are offered in the Pro, Advanced, and Enterprise software plans?

• If your organization has a Pro, Advanced, or Enterprise software plan, you have the option to access custom reports in your project space. You must contract with Dimagi to have custom reports built on CommCareHQ. There is an additional one-time cost for the development of each custom report.
• If you subscribe to the "Community" or "Standard" software plans, custom reports are not available to your organization. 
• In the future, we hope that other software developers and organizations will be able to build their own custom reports on CommCareHQ. 

What happens if my project subscription ends and gets downgraded to the Community software plan?

Your project will lose the features associated with the previous software plan, (e.g. if you were using an SMS reminder functionality as part of your workflow, this will get disabled), however all of your data will remain accessible.

Credits: Am I losing my credits when my subscription ends?

No, the credits you load onto your subscription as pre-payment don’t expire. Even if your paid subscription ends and you are downgraded to a Community Subscription, your credits are still loaded onto your account, and start getting debited again once you face new charges.