Overview
This article explains how Stream billing works for merchants with their own Stream subscription: what the Stream invoice covers, how to update your card, what the payment banner means, what happens when you close a location or sell your business, and why a failed payment can lead to disconnected integrations. For each topic it says what you can do yourself and what only Stream can do.
Good to know: if you use Stream through a partner brand, your partner may be billed instead of you. Contact your partner for billing questions. If you pay for Stream through the Clover App Market, Clover bills you and you manage that subscription in Clover.
Stream invoices vs. delivery app statements
What you'll see: an invoice from Stream and, separately, sales or payout statements from your delivery apps. They are different documents from different companies.
What it means:
Stream invoice: the charge for your Stream subscription. Stream bills per location, per month. On the Standard plan, Clover locations are not billed. On the Premium plan, every location is billed. Each organization in Stream has its own subscription and its own bill (see Creating & Utilizing Organizations).
Delivery app statement: issued by the delivery app, not by Stream. For example, if a customer asks DoorDash for a refund, DoorDash processes it and shows any chargeback in your weekly DoorDash payout statement.
What you can do:
Download your Stream invoices as PDFs. See View & Download Billing History. Owners and admins can open Company Settings, and so can custom roles that were given access. Managers and team members see a page that names the owner or admin to contact.
For DoorDash only: you can build a financial report in Stream Analytics that shows items such as net payout and refunds. See How to Create DoorDash Financial Report.
For payout or sales statements from any delivery app, use that delivery app's own portal.
What only Stream can do: correct or explain a charge on a Stream invoice, and decide on any refund or credit. See "Still seeing the issue?" at the end of this article.
Updating the card on your subscription
What you'll see: you want your subscription charged to a different card, or a payment failed and you need to replace the card.
What you can do: if you are an owner or admin, use the Update button on the payment banner in the Stream dashboard (see the next section). It opens a secure page where you can change your payment method. Managers and team members do not see the button. They see "Contact Support" and need to ask an owner or admin.
Good to know: after you replace a card, Stream tries to collect any invoice that is still open. If the new card is also declined, the banner stays.
What only Stream can do: refund a charge made to an old card and charge a different one instead. Contact Support and include the email address you used when you first subscribed. It can be different from your Stream login email, and Support may not find your subscription under the login email. Do not send card numbers.
The payment banner will not clear
What you'll see: a banner in the dashboard that says "Issue with the payment information". The owner of the organization may also have received an email with the subject "Urgent: Your Stream Account Needs Attention to Avoid Cancellation". It contains a link to the unpaid invoice.
What it means: the banner shows whenever your subscription is in any state other than active or in a trial. The usual cause is a failed payment. While a payment is overdue, Stream keeps working. The banner clears after a payment succeeds.
How to fix it:
Ask an owner or admin to select Update on the banner and replace or re-confirm the card.
Wait for Stream to collect the open invoice. If the card is declined again, the banner stays and you can try a different card.
If you pay from the link in the email, use it within about 30 days of the invoice due date. Invoice links expire after that and cannot be used.
If it still does not clear: the banner depends on a payment event being recorded. If collection was paused on your subscription after the payment failed, the banner can stay even after the problem is dealt with. You cannot reset this yourself. Only Stream can correct the status. Contact Support with the details below.
Invoices in GBP or EUR
What it means: your subscription is billed in the currency of the price on your subscription. If Stream has no price set up in your currency, the subscription may be billed in Stream's default currency and amount instead.
What only Stream can do: check which currency your subscription is billed in and correct it. If an invoice shows a currency or amount you did not expect, contact Support and include the invoice number and the currency you expected.
Closing a location or selling your business
What it means: Stream bills per location. Removing a location in the dashboard updates the number of locations on your subscription. Some other actions do not.
What you can do: to stop paying for a location, remove that location. Remove its delivery apps first (see How to Disconnect a 3rd Party Integration). Then go to Settings > Locations & Integrations, open your POS, and select the trash icon next to the location. See How to remove a POS location or full Integration. Only an owner or admin can do this.
Good to know:
Removing a whole POS integration, or deleting a merchant, does not update the number of locations you are billed for. Tell Support if you did either.
Uninstalling Stream inside your POS (Toast, Square or Clover) does not remove anything in Stream. Your Stream billing continues, and your delivery apps can stay connected.
Removing locations does not cancel your subscription. To stop billing for good, cancel it after you have removed your locations. See How to Cancel your Stream Subscription. Cancelling disconnects your POS and delivery apps, cannot be undone, and a new subscription starts without a trial.
A change in the number of locations can create an immediate prorated adjustment on your invoice.
Selling the business: the current owner can hand ownership of the organization to another existing member in Settings > Members. See (FAQ) Transferring Organization Ownership. The new owner can then update billing in Settings > Company Settings.
What only Stream can do: correct the number of locations on your subscription when it is still too high, and decide on any credit for past charges. If you removed locations and your bill did not change, contact Support.
Why integrations disconnect after a failed payment
What it means: a single failed payment does not switch Stream off. Your orders keep flowing while the payment is overdue. Problems start if the subscription stops being valid:
When your subscription is not valid, Stream does not process incoming delivery-app orders. Stream sends no answer to the delivery app, and those orders cannot be recovered in Stream. The owner receives the email "Order Not Processed due to Invalid Stream Subscription" for each order (see Choosing which alerts you receive).
If payments keep failing and the subscription is cancelled, Stream removes your POS integrations and their delivery-app connections. There is no undo.
How to fix it:
Act on the first failed-payment email or banner. Replace the card as described above.
If the subscription was cancelled, an owner or admin subscribes again in the dashboard. A new subscription starts without a trial.
Reconnect your POS and each delivery app. See How to Reconnect a 3rd Party Integration, How to Reconnect your Clover Account or How to Connect DoorDash.
Good to know: a disconnect can also come from an expired login to your POS or delivery app. That is a different problem and Stream emails a separate "integration experiencing issues" alert for it (see Choosing which alerts you receive).
What only Stream can do: correct a subscription whose payment status is stuck.
Still seeing the issue? Contact Stream Support at [email protected] with your organization name, the email you use to log in to Stream, the email you used when you subscribed, the invoice number and date of the charge, a screenshot of the banner or invoice, the names of any locations you closed or sold and the date, and the delivery apps affected. Please do not send full card numbers.