Trials, cancellation and reactivation

What you'll learn

• How your Free Trial works, and what happens when it ends.
• How to cancel or keep your subscription, and what happens if a payment fails.

Your Free Trial

For 30 days from signup, your agency uses Fluent on the Free Trial, and everyone signs in as normal. You track the trial, cancel, and keep your subscription in Settings › Subscription, which only your agency's Owner sees.

• Dates: Settings › Subscription shows the date the trial ends and the date of your first charge.
• Switch plans: Manage Subscription shows $0.00 due today. The trial keeps its end date, and a downgrade takes effect at once. The steps are in Plans and your subscription.
• Cancel: Your access lasts until the trial ends.

When the trial ends

When the trial ends, Fluent makes your first charge. What it covers depends on how you pay.

• Monthly plan: The first charge covers the rest of that month, prorated.
• Annual plan: The first charge is the annual price.

Fluent charges no Usage during the trial. Appointments that start in the calendar month the trial ends count once it ends, as Plans and your subscription explains.

Cancel your subscription

Canceling stops your plan from renewing at the end of the billing period. Until then, everyone keeps full access, and you can change your mind.

1. Go to Settings › Subscription and click Manage Subscription.
2. In the dialog footer, click Cancel Subscription.
3. In the "Cancel your subscription?" dialog, click Cancel subscription.

After you cancel:

• Monthly plan: Fluent makes a final charge for Usage the day after the end date and doesn't renew the plan.
• Annual plan: Monthly Usage charges continue until the end date, and there's no renewal charge.
• Your data: Fluent keeps it, in line with HIPAA and state record retention laws.

Keep your subscription

If you change your mind before the end date, keep your subscription. It then renews as normal.

1. Go to Settings › Subscription, or click Reactivate on the Cancellation Scheduled banner.
2. On the "Canceling on" tile, click Keep subscription.

Undo a scheduled downgrade

After the trial, a move to a smaller plan waits until the end of the billing period. To stay on your current plan, cancel the change before then.

1. Go to Settings › Subscription.
2. On the "Downgrading to" tile, click Cancel change.

When your subscription ends

• Everyone else at your agency: On the end date, Fluent signs them out, and they can't sign in again.
• You: You keep your access, and can still sign in and use Fluent. The banner changes to Canceled, with "Your subscription has been canceled. Your account is in read-only mode."

To start a new subscription after the end date, Contact support.

If a payment fails

When a charge fails, Fluent emails you and retries the charge.

Important: From that first failed payment, everyone else at your agency can't sign in, interpreters included. The mobile app signs them out the next time it checks their session.

• Payment Revision Needed banner: It says "A recent payment failed. Update your payment method by" and a date. The date isn't extra time for your team.
• Still unpaid after the retries: The banner changes to Account Suspended, with "Your account is suspended due to an unpaid balance."

To restore access, add a payment method that works.

1. Click Update payment on the banner, or go to Settings › Subscription.
2. Add the new method as in Plans and your subscription.

Fluent charges the unpaid balance to it at once.

• The charge goes through: You see "Payment method updated", and the banner goes away.
• The charge fails again: You see "Payment method saved, but the past-due payment didn't go through." Try another payment method.

Emails Fluent sends you

Fluent emails you at each step of your subscription. Most of their buttons open Settings › Subscription.

Email subject	When Fluent sends it
"Your Fluent trial ends in 7 days"	Before the Free Trial ends
"Your Fluent subscription is set to cancel"	You cancel
"Your Fluent plan is set to downgrade"	A downgrade is scheduled
"Your Fluent plan has been updated"	A plan change takes effect at once
Subject starting "Payment failed"	A charge fails
"Reminder: update your payment method"	A retry fails
"Confirm your Fluent payment"	Your bank asks you to confirm a renewal charge
"Your Fluent account is suspended"	Retries end unpaid
"Your card on file expires soon"	Your card is about to expire
"Your Fluent payment receipt"	A first charge or renewal is paid

Rules and limits

• You manage the subscription only in the web app. The mobile app has no subscription screens.
• With no Owner on file, subscription emails go to the Billing Contacts email in Edit Agency, then to the agency's email. There's no setting to add another recipient.

Related articles

• Plans and your subscription
• Troubleshoot sign-in
• Sign up for Fluent
• Managing team members