How can we help you?
Getting Started
Email Templates
- How can I configure emails and invoices in other languages?
- Can I change the "from" name of my site emails?
- How do I configure SPF, DKIM or DMARC records?
- How can I use exports to find out how many Invoice Past Due emails have been sent out?
- How can I use exports to find out how many Payment Declined emails were sent out?
- How can I use the exports to find out how many Trial Ending emails I've sent out?
- See all 27 articles
Taxes
- What does the invalid address error mean?
- How can I integrate and use Vertex?
- Why do I see the error "VIES VAT number validation service unavailable, please try again later"?
- How do I enable a taxable region?
- How can we confirm that we're following proper sales tax law?
- How can I change the taxable address used on customer’s accounts?
- See all 10 articles
Invoice Settings
Plans
- What is the difference between Sandbox, Development, and Production sites?
- Can we prevent customers from resubscribing and abusing trial periods?
- Does the Hosted Payment Page support one-time payments?
- How can we create free subscriptions that do not require billing information?
- Is there a redirect option upon successful subscription sign up?
- What reminder email options do you have?
- See all 10 articles
Go live Checklist
- Level 2 and Level 3 Data Capabilities for lower transaction rates
- Does Recurly have a list of all supported third party integrations?
- Can I issue bulk actions within the Recurly app?
- Are Zapier integrations supported by Recurly?
- Can I use test cards on a production site?
- DIY Trainings
- See all 17 articles
Admin
Your Recurly Account
- My Recurly Account/Profile
- Contacting Recurly Phone Support
- How can I view my Recurly site invoices?
- Can I pause my Recurly account and billing?
- How can I test my implementations once I have moved into production mode?
- What steps should I take before closing my Recurly site?
- Can I reopen a closed sandbox site?
- See all 11 articles
Custom Fields
User Management
- Is there a limit to the number of users that can be invited to use Recurly?
- Can I limit which users can access and edit subscription plans?
- I’m unable to reset my password, how can I login?
- How do I change between multiple Recurly accounts?
- How can I access my Recurly profile?
- How can I remove any users from the site?
- See all 9 articles
Site Settings
Configuration
Hosted Pages
- Can I use iframes to display Hosted Pages on my website?
- Why is my logo not updating under my Hosted Page Settings?
- How can we enable CAPTCHA on the hosted payment pages?
- Can a customer change their payment method?
- How can I enable my Hosted Account Management Page?
- Does Recurly offer a customer facing self service portal?
- See all 8 articles
Recurly.js and API Implementation
API
- How can I implement in-app purchases with Recurly?
- What are the best practices for Webhooks?
- What is our API Rate Limit?
- Error: "To avoid accidental duplicate subscriptions, a short delay is required between subscriptions. If you are sure you want to subscribe this account to the same plan more than once, please wait 60 seconds before subscribing again. "
Invoices and Payments
Dunning Management
- Why is an invoice with SEPA payment following a different dunning schedule?
- Where can I see the next collection attempt that will be made for a past due invoice?
- How can I create additional email templates for Dunning Management?
- Are there recommended dunning management best practices?
- How can I test dunning management in my sandbox site?
- Can the retry cycle be customized or managed?
- See all 7 articles
Payment Gateways & Transactions
- Why was a transaction marked "successful" in Recurly when it's flagged for fraud in Authorize.net?
- What payment types does Recurly support for my payment gateway?
- Is there a fee to use my payment gateway?
- Can I cancel or void a refund?
- How can I refund a transaction?
- Does The Account Updater Work Internationally?
- See all 61 articles
Manual Payments
- How can I collect a payment for a manual invoice?
- What is the difference between Automatic and Manual collection methods?
- Does Recurly support invoicing customers without any billing information?
- Can I pay an automatic invoice with an external payment like a check?
- One off charges
- I added billing information and switched Collection Method to Automatic, but Manual Invoice is still Past Due - why?
- See all 20 articles
Products and Promotions
Gift Plans
Gift Cards
Multiple Coupons Per Account
- How are gift cards and credits applied after a coupon is redeemed?
- How do I use multiple coupons in a multiple subscription purchase?
- What exports are available for multiple coupon redemptions?
- How are multiple coupons displayed on the invoice?
- What happens with refunds when using multiple coupons?
- How does proration work with multiple coupons?
- See all 11 articles
Plans & Add-ons
- What Export shows Catalog Items
- What happens if I delete or rename a plan?
- Can my customers have multiple instances of the same plan?
- What are the subscription terms?
- Can I create an annual subscription that bills monthly?
- How can I bill my customers on a specific day of the month?
- See all 29 articles
Billing Models
Bulk Unique Coupons
- What are some of the coupon features that are available for unique codes?
- What additional exports are available for unique codes?
- How is the unique code displayed on the invoice?
- What happens when a bulk coupon or unique code is expired?
- How do I export a list of my unique coupon codes?
- What settings are available for bulk coupons?
- See all 7 articles
Coupons and Discounts
- Can I preview invoice changes with coupons applied?
- If I redeem a coupon to a subscription during quantity increase, how much will it discount?
- Can we limit a trial period to specific customers on a plan?
- How can I add a coupon code field to my Recurly.js form?
- How can I remove a coupon redeemed on a customer’s account?
- How do I remove or expire an active coupon from a customer’s account?
- See all 45 articles
Customers
Invoices
- Can I fail a partially paid invoice?
- My site is using Credit Invoices. What happens when a refund is declined?
- How can I contact LiveOps about my account?
- Can I provide my customer with a statement of all invoices and payments?
- How can the language shown on invoices be changed?
- Can I download my invoices in bulk?
- See all 31 articles
Subscriptions
- How to pause or postpone a subscription
- How to setup a subscription with several months paid upfront?
- Subscription Change Error: "Charges original charge refundable subtotal in cents must be greater than or equal to 0 Please correct the following issues: Invoice base Charges original charge refundable subtotal in cents must be greater than or equal to 0"
- Is there a way to record advanced payments for subscriptions?
- What is the difference between the next bill date and at term renewal date?
- How do I add custom notes to an individual subscription?
- See all 42 articles
Accounts
- How do I disable Account Updater?
- Why would an account be missing webhook notifications?
- Why are none of the Recurly pages loading?
- Is there a way to add a company name with more than 50 characters?
- Can we ban or block specific customers from signing up?
- Can we setup parent/child relationships with customer accounts?
- See all 35 articles
Analytics & Exports
Data Exports Overview
- Some export columns are showing distorted numbers - how can I fix?
- Mapping for Invoices | Adjustments | Invoices - Summary exports
- How can I use the exports to find the Churned Quantity of Plans by Plan Code per month?
- How can I use exports to find active quantity of plans by Plan Code per month?
- Why doesn't the current month's total in the Revenue Recognition export match this month's billings?
- Where can I view the balance for unused carry-forward credits?
- See all 48 articles
Analytics Overview
- Why is the "Not Recovered" total in the Dunning Effectiveness report and the "Non-Payment" total in the Churn Analysis report not matching up?
- What is the difference between the various Churn analytics?
- Why am I seeing zeroes in the month of X for Churned Subscribers if I did have subscription churn? (Subscriber Retention)
- What happens to historic MRR totals if I switch to exclude failed charges?
- Can you explain the percentages seen under the Percent tab in the Subscriber Retention dashboard?
- Are future subscriptions included in MRR numbers?
- See all 44 articles
Analytics Reports Index
- Why does the Paying Subscribers total in Subscriber Retention mismatch what I see in the Subscriptions export?
- Why does the MRR report include failed charges by default?
- Why is the Recovery Rate graph not populating when I enter a time range > a month?
- Will cancelling a subscription affect the Subscriber Growth report if the account still has an active subscription?
- How does the Revenue Recognition export work?
- What is the Plan Performance Report?
- See all 16 articles
Data Exports Index
- How do I use the Adjustments Export to understand add-on price changes?
- Why are my manually entered payments posted on the wrong date for the Transactions export?
- How can I download my customer address information?
- Can I export a list of my plans?
- Why are the transaction descriptions fields blank in the exports?
- Can I export the first 6 and last 4 digits of a customer’s credit card?
- See all 27 articles
Security & Compliance
PSD2
- With PSD2 / Strong Customer Authentication (SCA) do I need to Authenticate payment details taken over the phone?
- Where can I find PSD2 developer instructions and guidance?
- Do SEPA transactions require SCA?
- What will happen if a transaction is declined for SCA?
- Will I need to do development work on my Hosted Payment Pages in support of PSD2?
- I have more specific questions about PSD2, SCA, or 3DS. Who should I ask?
- See all 10 articles
Security - Other
Single Sign On
- SSO: Email is invalid error
- Can I disable Single Sign On (SSO) for my entire Recurly site?
- Can I disable Single Sign On (SSO) for an existing user?
- Can I require Single Sign On (SSO) on a new user?
- How can I add Single Sign On (SSO) to an existing user?
- How do I set up Single Sign On (SSO)?
- See all 9 articles
Two Factor Authentication
- Why am I not receiving the Authentication SMS to my cell phone?
- How can I disable Two Factor Authentication?
- 2FA: My code isn't working
- 2FA: What if the text messages aren't arriving?
- 2FA: What do I do if I forgot my mobile device?
- Can I use Authy to manage my Recurly Two Factor Authentication?
- See all 8 articles
PCI Compliance
- Is Recurly prepared for the SCA requirements (part of PSD2 regulations)?
- Will Recurly provide SSAE 16 reports to help with auditing?
- Can Recurly assist me with filling out my SAQ for PCI compliancy?
- Where can I learn more about PCI?
- What are best practices for PCI?
- I'm using the API. What SAQ do I need to fill out?
- See all 10 articles
3rd Party Integrations
Xero
- Can I use a bank account as a Payment Account in Xero?
- How can I fix the 'Tax Rate Must Be Active' error in Xero?
- How do I resolve the 'The specified contact details matched an archived contact' Xero error?
- Will marking an automatic invoice Paid in Recurly also update the corresponding invoice in Xero?
- Will updating the Contact Name in Recurly also sync over to Xero?
- Can I route coupons to an Income Account different from the default Income Account configured?
- See all 27 articles
Quickbooks Online (QBO)
- Why are invoice dates & times in QBO different from Recurly?
- QBO: How do I resolve a Duplicate Document # error?
- I have a Credit Note allocation error in QBO - what can I do to fix quickly?
- Will externally paid manual invoices update in QBO?
- Does Recurly support international versions of QuickBooks?
- How can I set two accounts using the same Company Name to sync as separate records?
- See all 21 articles
Salesforce
- Can I subscribe someone in Salesforce and apply a coupon?
- Is the customer's hosted account management info synced to SFDC?
- I have "Linking Recurly Accounts with Salesforce Standard Accounts" enabled, so why didn't the Recurly account merge into the existing Salesforce account?
- Are the Recurly permission sets in Salesforce editable?
- How can I create a report in Salesforce with Recurly data?
- How can I fix the "INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY, insufficient access rights on cross-reference id" SFDC error?
- See all 28 articles
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