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Billing/Payment FAQs

How do I cancel my plan?

You can view all of your active upgrades at https://wordpress.com/me/purchases

  • Select the plan you want to cancel, and then click Cancel Subscription at the bottom of the page. (Note: if the plan is already cancelled but still in use, it will say Remove Subscription instead).
  • Follow the prompts to cancel your plan.

How do I get a refund?

If your purchase is still within the refund period (14 days for yearly plans, and 7 days for monthly plans) a refund will be issued automatically when you cancel the subscription. See Refunds for more details.

Can I still use my plan after I cancel the subscription?

  • If your purchase is beyond the refund period, you can continue to use your plan after cancelling. When the expiry date is reached it will automatically be removed from your site.
  • If your purchase is still within the refund period, it will be removed from your site immediately upon cancellation, and a full refund will be issued. If you want to continue using the plan until the expiry date, please wait until after the refund period before cancelling.

How do I disable automatic renewal?

You need to cancel your subscripion (after the refund period) to disable automatic renewal.

Can I reactivate my cancelled subscription?

  • If you cancelled within the refund period and a refund was issued, you can’t reactivate the subscription. You will need to purchase a new one.
  • If you cancelled after the refund period and your plan has not yet expired, you can reactivate the subscription. Select the plan you want to reactivate from the Purchases page, and click the ‘Reactivate’ link. Auto-renewal will be enabled and your subscription will renew automatically on the renewal date.

How do I add/change/remove a payment method?

You can view your stored payment methods at https://wordpress.com/me/purchases/payment-methods

From there you can delete existing payment methods, or click Add Payment Method to add a new payment method.

When adding a payment method here, you can optionally enable Assign this payment method to all of my subscriptions if you want this card to be used for future renewals of all existing purchases.

Alternatively, you can add a new payment method for a specific plan by selecting the plan on your Active Upgrades page, and then clicking Add New Payment Method (or Change Payment Method if you already have a payment method for that plan).

How can I change my plan renewal interval?

Going from Monthly to Yearly

You can switch your plan from a monthly billing cycle to a yearly one, by selecting the plan on your Active Upgrades page, and then selecting the Upgrade to yearly billing option. This option is only available with monthly plans.

Going from Yearly to Monthly

If you need to change your plan from yearly to monthly renewal, please contact support for assistance.

Where can I find my receipts?

You can find receipts for all your previous purchases on your Billing History page at https://wordpress.com/me/purchases/billing

How can I retrieve my transaction ID?

If you’ve purchased a Jetpack upgrade, our payment processor has generated a unique transaction ID to identify your transaction.  It’s a string made up of both letters and numbers.  We may request the transaction ID to look up your purchase, or to verify your account ownership.

On Your Credit Card Statement

For payments processed by Jetpack that were charged directly to your credit card, you’ll find a 10-digit unique code listed next the transaction on your bank or credit card statement. It will look something like this:

*JETPACK A1B2C3D4E5

If your statement displays the digits 8772733049 next to the transaction, or no code is present, your payment may have been processed by PayPal. Please see the following section.

Retrieve a PayPal Transaction ID

If you paid with your PayPal account, you can find the transaction ID by following these steps:

1) To begin, log into your PayPal account.

2) Select Activity.

3) Using the dropdown menus, select the time period in which the purchase was made. You can also specify the type of transaction you’re looking for. In this case, select Payments Sent.

PayPal Activity

4) Clicking on the transaction titled Jetpack will show you the details of the purchase.

5) The “Transaction ID” in the receipt is your 17-character PayPal transaction ID. Copy and paste this number where requested, and you’re good to go!

PayPal - Receipt
PayPal receipt shows the Transaction ID

Can I get a VAT invoice?

We currently only provide Value Added Tax (VAT) receipts to users who are properly listed in the VIES (VAT Information Exchange System) or the UK VAT database. If you are registered in the EU or UK, you can add a VAT number to your account from the Profile section, by clicking Purchases in the sidebar, then the Add VAT details link at the bottom of the Billing History tab. After your VAT details are validated and saved, you can then return to the Billing History tab and re-send an email receipt with the VAT information included.

Note: If you need to update an already saved VAT number, contact support and provide your company’s name, business address, and VAT number. Once we validate your information a VAT receipt will be sent to the email address on your account.

Does Jetpack offer a discount for nonprofits?

Jetpack does not offer special pricing for nonprofit organizations (NPOs). However, nonprofits can sign up for Jetpack Free or can save on paid plans by purchasing an annual plan.

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