You are able to manage most aspects of a recurring subscription through the portal provided by FastSpring. This is by far the quickest and easiest way to manage your subscription. To locate the subscription portal go to any of the subscription emails sent by FastSpring. The email will come from: [email protected].
Using this portal you can:
Update the credit card details
Update the billing postal address
Cancel your subscription
Using this portal you can't:
Update the email address associated with your billing details
Add or update the VAT number on your invoices
Billing contact changes
In order to make a change to the billing contact, including the email address, a request should be sent to [email protected].
This request must come either from an active team owner (on your Gearset team), or the current billing contact linked to the subscription.
The same applies to when you'd like to add or change VAT number on your invoice.
Where to find my subscription ID? And why do I need to provide it?
We'd appreciate if you can provide your Subscription ID when you contact us via email - this is so that we can speed up processing your request. You can find your Subscription ID either on your Gearset account, or on the email received from FastSpring.
Note: For compliance purposes, changes on invoices cannot be made for invoices/receipts that have already been generated and sent. In addition to that, we can't amend invoices that are older than 30 days.
Amendments to invoices
Amendments to the invoice can be made by our customers when they've received a payment link for a new order (i.e. adding new email address or VAT number), and specifically before you proceed to making a payment for that order.
Normally, such changes can only be made by the person to whom the payment link was sent.
Locating the Subscription Portal
To locate the subscription portal in the email, click on the link found in the Order information section. The link will always start with: https://sites.fastspring.com/gearset/order/s/GEA
If you are having trouble locating the subscription email please make sure to check your spam folder and ensure the FastSpring email address is listed as a trusted contact.
The Subscription Portal
Once in the portal you’ll see an overview of the subscription with options to edit or cancel the subscription. Select Edit Subscription to make changes to the credit card or billing address. Select which change you want to make and then follow the online instructions to update those details.
Why do I need to update my card details after an unsuccessful payment?
It may happen that you'd be notified about an unsuccessful payment for your monthly subscription.
In such case, you will need to re-enter your card details, even if they haven’t changed. This security protocol is established by FastSpring and is beyond Gearset’s control.
This security measure is in place to make sure that the next payment attempt is made only after you've updated your card details, in case they've been mistyped the first time.
This also gives you a chance to verify that the amount to be charged is available on the card before you hit the update option.
If you encounter any issues updating your payment details, feel free to contact us at [email protected].