FAQS: Payments and Subscription Management

Frequently Asked Questions

• What happens after my trial ends?
• What are the accepted payment methods and how to upgrade?
  • Upgrading via the Web Platform
  • Upgrading via the Mobile App
• How secure is your payment facility?
• Why do you offer annual plans only?
• How to update Credit/Debit Card details?
• How to download your invoice or receipt and check your payment history?
• How to deactivate the auto-renewal of your subscription?
• How to reactivate the auto-renewal of your subscription?
• How to request a refund?

What happens after my trial ends?

Your account will default to the Free Plan at the end of your trial. We will never ask a customer for payment unless they want to pay for the Premium or Unlimited plan. You may still continue using your free trial until it ends, then after this date, your account will automatically be switched to the Free Plan. Learn more about the Free Plan.

What are the accepted payment methods and how to upgrade subscription?

On the Web Platform

You can only pay using debit/credit cards when upgrading through the web platform both through desktop and mobile web. The following credit and debit cards are accepted:

• VISA
• Mastercard
• American Express (AMEX)
• China UnionPay (CUP)
• Japan Credit Bureau (JCB)

Payments via credit/debit card on our platform are securely processed by our payment partner Stripe - one of the largest and most trusted payment processors worldwide.

You can access your account via a web browser on your mobile device, laptop, or desktop computer using the following link: Welcome to Simply Wall St

Here’s how to upgrade via the web platform:

1. Login to your account first then visit the plans page here or click the User Menu in the upper right corner of the platform and select Plans & Pricing.
2. Choose your preferred plan.
3. Enter your card details on the checkout page and click the Subscribe button to confirm.

On the Mobile App

You can upgrade your account using Apple Pay  or Google Pay  through the native mobile app. Only the Unlimited plan is available when upgrading through this channel.

If you prefer to upgrade to the Premium plan or use your debit or credit card directly, please upgrade through our web platform - see the guide above.

Here’s how to upgrade through the Simply Wall St mobile app:

1. Click the User Menu in the upper right corner of the mobile app and then select My Plan.
2. Click the Subscribe button to confirm.
   

   

NOTE: Any other payment methods not mentioned above are not supported e.g. Bank Transfer, Paypal, and other e-wallets.

How secure is your payment facility?

As a finance-related website, the security of our customers is our utmost priority.

Generally, we use two payment methods for you to subscribe to our paid plans. These are via (1) Credit/Debit Card and (2) In-App Purchases. How to upgrade your subscription and the accepted payment methods.

1. Credit/Debit card payments

We use Stripe as our processor. Like us Stripe places a strong emphasis on upholding payment security as a top priority. This dedication is evident in the diverse array of tactics it employs to safeguard card data.

Listed below are some of these security measures. If you find yourself hesitant, these measures should help allay your concerns:

• PCI Service Provider Level 1 Certification - This represents the highest level of certification in the payments industry.
• Employment of Encrypted Data and Communication - Secure communication is ensured through the use of PGP keys.
• Adherence to Money Transmitter Licenses - Stripe fully complies with legal regulations that pertain to payment platforms.

For a more in-depth understanding of how Stripe handles security, you may visit their documentation through this link https://stripe.com/docs/security

2. In-App Purchases

Payment done directly through our native native app (both Apple and Android)

1. For Apple Pay, visit their security and privacy page here Apple Pay security and privacy overview - Apple Support

2. For Google Pay, visit their page here Google Pay Safety & Security Features - Google Safety Center

Why are you offering annual subscription plans only?

We are a long-term focused platform and most of our users don’t just subscribe for short-term analysis, they keep their subscription to develop their long-term investment narratives and ensure they stay tuned with the fundamental changes and development by utilizing our advanced monitoring features.

How to update your Credit/Debit Card details

The option to add or update your payment information is unavailable using the mobile app and can only be done on our web platform through this link.

1. Login first to your account then, go to the Subscription & Billing section under your profile dropdown menu.
   

   Note: The Subscription & Billing section is only available on the web platform and for accounts under the Free plan or any paid subscriptions. If the account is on the free trial period, kindly refer to this link on How to upgrade your subscription and the accepted payment methods.
   
   

2. Select Update Payment Details.
   
3. Under the Payment Method section, just click the +Add payment method link then enter your credit card information.
   
   
4. Make sure to tick the "Use as default payment method" option then click the Add button.
   
   

   

   
   Note: Creating a Link account is not required when adding or updating your payment method. You may leave the box unticked and proceed to update your payment method by clicking the Add button.
   Once added, you will see that you already have 2 payment methods on the record. You may delete the old credit/debit card by clicking the 3 horizontal dots beside the old card's expiration date and selecting the Delete option.

How to download your invoice or receipt and check your payment history?

Note: We only withhold tax for Australian accounts. For users outside Australia, please consult your local tax adviser to know if you can use the invoice or receipt for your tax claims. Also, Invoices are unavailable using the mobile app and can only be accessed on our web platform through this link.

Here's how it is:

1. Login first to your account then, go to the Subscription & Billing section under your profile dropdown menu.
2. Click on the Download Invoices button
3. In the billing page, scroll down to the “Billing History” section where you can find your invoices.
4. Click on the hyperlink icon to access your receipt and invoice for your payment. You will be redirected to the invoice and receipt page, where you can download your invoice or receipt.
   
   

How to deactivate the auto-renewal of your subscription

Important Notes:
(1) Plan cancellation is not available on the mobile app, but you can always access the web platform which you can also open using your mobile browser through this link. 
(2) Plan cancellation for GooglePay and Apple Pay subscription through their corresponding app stores.
(3) Deactivating the auto-renewal means cancellation of your subscription. Once you've canceled your subscription you will still be able to use and enjoy all the benefits of the plan until the end of the current billing period.

Here’s how to deactivate the auto-renewal:

1. Click the user icon on the upper right corner menu then select Subscription & Billing.
2. Click on the Cancel My Subscription button and answer the quick cancellation survey.
3. You will then be redirected to the billing page to finalize your cancellation. Just click on the Cancel Plan button to continue.
4. Once confirmed, you will see that the status of your subscription is Canceled. This means that your subscription will be automatically canceled at the end of your billing period and your account will be automatically switched to the Free Plan by then.

How to reactivate the auto-renewal of your subscription

Important Note: Auto-renewal reactivation is not available on the mobile app, but you can always access the web platform which you can also open using your mobile browser through this link.

Reactivation of subscription is pretty straightforward, just make sure that you are logged in first to your account. You can do this in two ways:

A.) Through the Plans & Pricing page- Just click the Resume My Subscription button.

B.) Through the Subscription & Billing page- Just click the Resume My Subscription button.

How to request a refund?

We offer a 14-day money-back guarantee, as per our Terms and Conditions, for all new subscribers from the date of paying the subscription. No refund will be processed beyond the 14-day money-back guarantee period.

If you are qualified based on the above policy, please email support and we will respond to you as soon as we can.

Still have questions or need further assistance?

Don't hesitate to contact our support team through our support contact form or email us directly at support@simplywallst.com. We're here to ensure you have the best experience possible.