Reading Your Service Plans and Prepaid Packages

Availability: all plans

The Plans & Packages page, titled Service Plans & Packages, shows the agreements you have with your providers, the visits included and delivered, and how any balance stands. This guide explains each card and the actions on it.

Before you start

Sign in to your customer account. Plans and packages appear here once you accept a provider's proposal. If you have none, the page says No service plans or packages and links to View proposals.

Steps

Open Plans & Packages in the left menu.
Prepaid packages are listed first under Prepaid packages. Each card shows the package name, the provider, its status, Visits delivered (for example, a number "of" the visits included), Visits remaining and Package amount.
Select Download accepted agreement on a package to save the agreement you accepted.
If a package is paid by installments, the card shows the installment plan status, the remaining installments and the next payment. Select View installment plan and payment status to open the invoice. When every installment is paid it says "All scheduled installments are paid."
Each service plan has its own card showing the plan name, the provider, and whether it is an Open-ended service subscription or a Committed maintenance plan, with its status.
On a plan card, read Visits delivered, Outstanding plan balance, Payment status, Renewal and Unused visits. Payment status reads Current, Balance due, Payment needs attention or Paused after missed payment.
If a plan has not been accepted yet, the card says to review the provider's agreement first. Select Download agreement, read it, then select Accept service plan.
Once accepted, select Download accepted agreement to keep a copy. If the plan has an end date, it is shown as Plan end date.

Tips

Under Unused visits, a plan shows whether unused visits carry over under the accepted terms, expire at the end of the cycle, or follow the accepted agreement.
An open-ended subscription shows that it continues each billing cycle until ended, or that it follows your accepted agreement.
Agreements download as a plain text file in Markdown format. Any text editor can open it.
Most proposals are accepted with a signature from the proposal page. See the guide on signing to accept a proposal.

If something goes wrong

If you see "Your service plans could not be loaded. Please try again later." or the similar message for plans and packages, try again shortly. It does not mean you have none.
If you see "The agreement could not be accepted. Refresh the page and try again.", reload the page and select Accept service plan again.
If a card says a plan payment needs attention, it shows the date your provider's payment grace period ends. Resolve the balance before then.
If a plan shows "This plan is paused", contact your provider after resolving its payment balance so they can reactivate service.

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