Billing & Credits

Everything about paying for Framesports lives on one page: Settings → Billing. This article answers the questions clubs ask us most, starting with cancelling.

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Where to Find Billing

Go to Settings → Billing. Billing is the last group in the Settings menu, so scroll the menu down if you can’t see it. The page has these tabs: Payment details on the Plan tab is a list of what’s on your invoices. Each row has one link: Stripe is our payment provider. Each link opens Stripe in the same tab, and Stripe brings you back to Settings → Billing when you’re done. On Stripe’s billing page, press Return to FRAMESPORTS LTD to come back.

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Cancelling Your Subscription

You can cancel an Individual, Basic, Pro or season package plan yourself:

1. Go to Settings → Billing and open the Plan tab.
2. Press Cancel your plan. It’s the last line on the page, under “No longer need Framesports?”.
3. Pick why you’re cancelling. Depending on your reason we may offer something else first, such as pausing for the off-season, a cheaper plan, or a box to tell us what’s missing. You can take the offer or carry on cancelling.
4. On a free Individual trial, we offer to extend your trial instead. Press Keep it free until the date shown to stay on the trial, or No thanks, cancel to carry on.
5. Confirm. You’re told the date your access ends, or that it ends today. Press Cancel subscription.

Your plan stays active until that date, and you won’t be charged again. The Plan tab then shows “Your plan is set to cancel on [date]” and an Ends date on your plan. We email you a confirmation. If you change your mind before then, press Resume subscription on the same tab. Who can cancel: on the Individual plan and on a season package, an admin, a coach or the treasurer can cancel or resume. On the older Basic and Pro plans, only account admins can; coaches and treasurers see the plan’s status but no Cancel your plan link. If you don’t see Cancel your plan, you may not have permission (see above), your plan may already be set to cancel or paused, or your club may be on an Enterprise, managed or invoice-billed plan. For those, email support@framesports.ai and we’ll cancel it for you. If you only want to stop paying for the off-season and keep your data, freeze your plan instead, where your plan allows it.

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Cancelling a Free Trial Before You’re Charged

A free trial turns into your paid plan automatically on the date shown when you started it. To stop that, cancel your plan before that date. The Plan tab shows when your trial ends (“Ends in 8 days”) and what you’ll pay after it. Cancelling during the trial means you’re never charged for the plan.

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Why Was I Charged?

To see every charge, go to Settings → Billing, open the Plan tab, and press View and download beside Invoices and receipts. Each invoice in Stripe shows the date, the amount and what it was for. The usual reasons for a charge are:

• Your free trial ended. It became your paid plan on the date shown when you started it.
• Your plan renewed. Monthly plans renew every month and season packages every year, on the date shown on the Plan tab.
• A session was analysed. Analysis is paid in credits, and if you don’t have enough, the rest is charged to your card when the analysis starts.
• Automatic uploads analysed a game. If you connected a footage source such as Veo or Hudl, games that match your automatic upload rules are analysed without you confirming each one. See Automatic uploads.

If a charge still doesn’t make sense, or you think it’s a mistake, email support@framesports.ai and we’ll look into it. See Refunds.

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I Cancelled but I’m Still Being Charged

First check the Plan tab of Settings → Billing. If your cancellation went through, it says “Your plan is set to cancel on [date]” and shows an Ends date, and you won’t be charged for your plan after that. A charge for the period you had already started is normal. If you don’t see that message, the cancellation didn’t finish. Cancel your plan again, then email support@framesports.ai with the date and amount of the charge, and we’ll sort it out. Sessions analysed before your access ends, including games your automatic upload rules pick up, are charged separately from your plan.

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Refunds

If the session hasn’t been delivered yet, you can stop it yourself. Open the session, choose Cancel analysis from the menu in the top right, and you’ll get the credits back. If our automatic upload rules picked it up, the whole charge comes back. If your club uploaded it, you get the whole charge if we haven’t started, and the part we haven’t analysed if we’re already on it. The session is deleted. If the payment hasn’t gone through yet, it’s stopped before it’s taken. See cancelling a session. Archiving an undelivered session cancels it too, from the session’s Archive tab or from your sessions list. The confirmation tells you what comes back before you commit. Archiving a session we have already delivered just files it away. If automatic uploads analysed a session you didn’t want, get the credits back yourself from the session page: open the session, press the three dots (⋮) at the top right, choose Problem with this session, then I did not want this analysed, and follow the steps. The session is deleted and the credits come straight back. See Get your credits back for when you can do this. For anything else, such as a session we’ve already delivered, a charge after a trial you meant to cancel, or a billing mistake, email support@framesports.ai. We’ll review the charge and issue a refund where it’s due. Refunds usually take 1–2 business days to process.

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Freezing (Pausing) Your Plan

If your season has finished and you’re on a Basic or Pro plan, you can freeze your plan instead of cancelling. Freezing pauses billing and keeps all your data, sessions and credits; analysis is off until you resume.

1. Go to Settings → Billing and open the Plan tab.
2. Near the bottom, under Pause for the off-season, press Freeze plan.
3. Choose the date billing should start again under Resume billing on, then press Freeze plan.

You’re not charged while your plan is frozen. The Plan tab says when billing starts again, and you can press Resume plan at any time to start straight away. An Individual plan can’t be frozen: cancel it and start again when your season begins. A season package runs for a year and can’t be frozen either. Only account admins can freeze or resume a plan. If you’d like help, email support@framesports.ai.

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Find and Download Your Invoices and Receipts

Every invoice and receipt is kept in Stripe, our payment provider, and you reach them from Framesports.

1. Go to Settings → Billing and open the Plan tab.
2. Under Payment details, press View and download beside Invoices and receipts.
3. Stripe opens your billing page, with every invoice listed under Invoice history by date and amount.
4. Press an invoice to open it, then press Download invoice or Download receipt.

Every payment has an invoice, including a session paid for as it’s analysed, a credit top-up and a season package. Admins, coaches and the treasurer can all open them.

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Change Your Card

You change your card in Stripe, from Framesports.

1. Go to Settings → Billing and open the Plan tab.
2. Under Payment details, press Change beside Card. If no card is saved yet, the link says Add.
3. Stripe opens on Update payment method. Enter the new card, or choose another way to pay, and save it.

You come back to Framesports straight away, and the new card is used for every payment from then on. This is also how you switch from a personal card to the club’s card. We accept Visa, Mastercard and most major cards. If your card keeps being refused, try another card, or email support@framesports.ai and we’ll help you pay another way.

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If a Payment Fails

If we can’t charge your card, for example because it has expired or has too little money on it, we email you and your analysis may pause until the payment goes through. The Plan tab then says “Your last payment failed” with a Change card button. If your bank declined the card, your bank can tell you why; we can’t see the reason. To pay:

1. Go to Settings → Billing.
2. Press Change card on the message at the top of the page, or press Change beside Card under Payment details.
3. Save your new card on Stripe’s screen.

We retry the payment automatically once your card is updated, and your analysis resumes when it succeeds. If the message says Analysis is paused. Settle the outstanding invoice to resume., press Pay invoice to pay it on Stripe’s billing page. If the payment is for a session you didn’t mean to order, open that session first and check what can be cancelled or refunded: press the three dots (⋮) at the top right, choose Problem with this session, then I did not want this analysed. Saving a card retries payment for every session waiting on one. Who gets payment reminders: every admin and coach on the account, and the account owner. That’s why someone who didn’t upload a session can be reminded about it.

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Add Your Club’s VAT Number

If your club is VAT registered, add your VAT number so that it appears on every invoice. Without one, your invoices treat the club as a private customer rather than a business.

1. Go to Settings → Billing and open the Plan tab.
2. Under Payment details, press Add beside VAT number.
3. On your Stripe billing page, press Update information.
4. Under Tax ID, choose the ID type: your country’s VAT, such as GB VAT for a UK club or IE VAT for an Irish one.
5. Enter your VAT number and press Save.
6. Press Return to FRAMESPORTS LTD to come back to Framesports.

Stripe checks the number before it saves it. From then on it’s printed on every invoice, and it shows beside VAT number in Framesports. If your club isn’t VAT registered, you don’t need to add anything. When you pay for something new, the checkout page also asks for it: tick I’m purchasing as a business, then enter your club’s name and VAT number.

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Change Your Billing Address or Invoice Email

Your billing address decides the VAT you pay and the currency you pay in, and it’s printed on every invoice. Invoices and receipts are emailed to your invoice email.

1. Go to Settings → Billing and open the Plan tab.
2. Under Payment details, press Change beside Billing address or Invoices sent to.
3. On your Stripe billing page, press Update information, change the address or the email, and press Save. Stripe checks the postcode, so enter a real one for the country you choose.
4. Press Return to FRAMESPORTS LTD to come back to Framesports.

The new details show under Payment details when you come back. They can take a few seconds to appear, so refresh the page if you still see the old ones. To change the name an invoice is addressed to, email support@framesports.ai.

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Paying by Bank Transfer

You can pay for a season package from a UK bank account with Pay by bank, which is on every package on the Season packages tab:

• If your club isn’t on a plan yet, Pay by bank opens Stripe’s checkout page, where you set up a Direct Debit from your bank account. The first payment takes a few working days to clear, and your season package starts once it has.
• If your club is already on a plan, confirm your billing address, then approve today’s payment with your bank from inside Framesports.

Either way, your package renews on the Direct Debit automatically each year. An admin or a treasurer can pay; you don’t need to be an admin. If you don’t finish an open bank payment, it’s cancelled after a day and your current plan carries on. To pay an invoice by bank transfer instead, for example from outside the UK, email support@framesports.ai and we’ll send you an invoice you can pay by transfer.

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Plans, Prices and Credits

Framesports is billed as a plan plus credits:

• Plan — your subscription. New accounts start on the Individual monthly plan. A club that wants a full season buys a season package (Starter, Standard, Club or Elite): one payment for the year that includes a bank of credits. Older accounts may be on Basic or Pro, and governing bodies are on Enterprise.
• Credits — the unit that pays for analysing a session. Credits are spent when a session is analysed: when you request an analysis yourself, or when a connected footage source finds a game that matches your automatic upload rules. Analysing both teams collects a full set of data for each side, so it costs more than analysing one team. For an analysis you request yourself, you see the cost before you confirm.

Your prices are in the app. To see what your plan costs and includes, open the Plan tab of Settings → Billing. To compare season packages, open the Season packages tab. To see your credit balance and what a session costs, open the Credits tab. On a season package you can buy more credits from the Top up tab; on an Individual, Basic or Pro monthly plan, credits can’t be bought on their own. Teams on the separate QRU plan buy credits on their Credits tab. Some clubs fall under agreements with governing bodies that Framesports works with, so the exact pricing for your account can vary. If you’re a governing body, email support@framesports.ai for a custom quote.

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Paying for a Season Package

To buy a season package, open the Season packages tab of Settings → Billing and press Choose on the package you want. If your club isn’t on a plan yet, Stripe’s checkout page opens, where you pay by card. If your club is already on a plan, Framesports shows what you’ll pay today to switch, and you confirm it there; when switching to Starter or Standard you may also be offered Pay in 3 with Klarna, which splits the payment into three interest-free parts (subject to Klarna’s own checks). To switch by card, we need your club’s billing address so we can work out the VAT. If it’s missing or incomplete (in Canada, it needs your province), the confirmation shows Add billing address instead of the payment button. Press it, save your address on Stripe’s billing page, come back, then choose the package again. You can cancel the yearly renewal, or reverse a cancellation, any time before the paid year ends from the Plan tab, which shows the renewal or cancellation date. Unused credits carry over while you keep renewing.

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Is There a Cheaper Option?

Your price comes from your plan, but there are ways to pay less:

• Get free credits. If your sidebar shows Get free credits, press it and share your link with another team. When they upload their demo they get a free full match analysis, and you get one when they first pay.
• Pay for the year. A season package costs less than paying month by month for a full season. Compare them on the Season packages tab.
• Pause for the off-season. On a Basic or Pro plan, freeze your plan so you don’t pay while you’re not playing.

To talk it through, email support@framesports.ai and we’ll find the right option for your club.

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Which Currency You Pay In

Clubs in a country that uses the euro pay in euros. Every other club pays in pounds. We decide from the country in your billing address, or from the country you signed up with if you haven’t added a billing address yet. You pay in euros for everything: your plan, credits, season packages and top-ups. Every price in the app is shown in the currency you pay in. If your club already had a subscription in pounds, that subscription is still billed in pounds, and anything else you buy is in euros. To change your billing country, change your billing address. If your club is billed in the wrong currency, email support@framesports.ai.

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VAT

Prices you see before you pay don’t include VAT. If your club is billed in the UK, we add 20% VAT on top and show it: a price you’re about to pay reads ”+ VAT”, and a total we’ve already worked out for you, such as the amount due on a plan change, reads “incl. VAT”. Clubs billed outside the UK see no VAT added. Every invoice shows the VAT as its own line. To have your VAT number on your invoices, see Add your club’s VAT number.

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Credits

Credits pay for analysing your sessions. When you request an analysis you choose your options, such as whether to collect data from both teams, and Framesports shows you the exact cost before you confirm. If you’ve connected a footage source such as Veo or Hudl, credits are also spent automatically. Every new game that matches your automatic upload rules is analysed at the cost set by your Analysis Settings on Settings → Automatic Uploads, without you confirming each one. Only footage that matches a rule is analysed, and only footage that arrives after you connect. If you’d rather be asked, choose Ask every time under Permissions on Settings → Automatic Uploads, and nothing is analysed until a coach presses Start. See Automatic uploads. To see your balance and recent credit activity, open the Credits tab of Settings → Billing.

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Sevens

A sevens session costs fewer credits than a 15s session. Sevens runs in its own account, which we set up for you. Use Contact us in the app, or email support@framesports.ai, before your first sevens session. Upload sevens matches in that account only. The upload page shows the exact cost before you confirm.

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Extending Your Free Trial

If your club needs more time to decide, for example while you wait on a committee or budget sign-off, you can keep your Individual plan free for longer. You’re not charged until the day after your last free day, and your footage and stats stay where they are.

1. Go to Settings → Billing and open the Plan tab.
2. Under Need more time?, press Extend your free trial.
3. The last free day is already set to the latest date your trial allows. Press Keep it free until that date, or pick an earlier date first.

Your trial can run for up to 4 months from the day it started, and you can extend it more than once within that time. Only account admins and treasurers can extend a trial. You can’t extend it after you’ve cancelled the trial.

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Giving a Treasurer Access to Billing

If someone handles your club’s invoices and payments but shouldn’t have full account access, invite them as a treasurer:

1. Go to Settings → Billing and open the Plan tab.
2. Under Someone else paying?, enter their email and press Send invite.

They receive the club’s invoices and can open Billing, change the card and download invoices and receipts, but nothing else in the account. An invite shows as Invite sent until they accept, with Resend and Withdraw; once accepted it shows as Active with Remove. Only account admins can invite or remove a treasurer.

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Who Can Access the Billing Page

Admins and coaches can open the billing page, and so can anyone you’ve given treasurer access. Members can’t. To get access, ask your account admin to change your role in Settings → Users or give you treasurer access. If a member presses Upgrade, Framesports shows them the club’s admins to ask, with an Ask an admin to upgrade button that emails them.

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Frequently Asked Questions