Understanding subscriptions 

Licenses in Secaro are seats under a subscription. A single subscription can include multiple licenses, and your organization can have multiple active subscriptions on the same account.

This structure allows you to manage renewals, payments, and reporting access flexibly across different facilities and reporting periods. 

How to view your subscriptions

• 👉Select Manage from the top menu, then my licenses 
  📌Select the Manage billing button 
  
  
• The manage subscriptions pop-up will open. Click on the subscription you want to view more details, including: 
  📄The number and type of licenses it includes
  💲The annual total recurring cost
  🚚Shipping and billing details 
  
  
  
  💡Subscriptions are on a user basis. You will not be able to see any subscriptions that have been created by another user. 

🚨 Subscriptions are only visible to the user who created them — not automatically to other users at your organisation, including Organization Admins or Billing Admins. If you've taken over responsibility for reporting (e.g. a new role, or the previous contact has left your organisation), you may not be able to see an existing subscription, its invoices, or its renewal date, even though it belongs to your organisation.

💡 What to do: check with your team for who originally set up the subscription — they can either manage it directly or forward you the relevant details (renewal dates, invoices). If nobody at your organisation can identify the original owner, contact us HERE and we'll help you locate it.

Find and download your invoices & payment history

👉 To view your payment history or download an invoice, select Manage → My licenses → Manage billing. This opens your subscriptions, where you can see line items and payment status.

💡 Only the user who created a subscription can see its billing details and invoices. If you can't see an invoice you're expecting, you may not be that subscription's original creator — see "Can't see a subscription you're expecting?" above.

📅 Need an invoice from further back? Self-serve payment history covers your account's recent invoices. For an older invoice, contact us with:

• Amount (USD)
• Approximate renewal/payment date
• Company name
• Billing address
• Billing email address
• Whether this was a new licence or a renewal
• Any info to include on the invoice (e.g. VAT number, Tax ID)

✏️ Need to correct an invoice? Contact us with the invoice number, what's incorrect, the correct information, and your billing email address. We'll issue a corrected invoice once we've verified the details.

📬 If your renewal date has passed and you haven't received an invoice by email or in the platform, message us and we'll resend it.

💡 Good to know: there's a grace period for paying a renewal invoice. Your facilities remain active and your team can continue submitting reports while the invoice is outstanding — you don't need to wait for payment to complete before submitting to your buyer.

🚨 If you have a hard compliance deadline with a specific buyer and are concerned about timing, mention this when you contact us so we can prioritise your request.

Cancel a renewing license 

In Secaro, you can cancel a subscription, not an individual license.

Each subscription may include multiple licenses and cancelling it stops automatic renewal at the end of the current billing period. Your existing licenses will remain active until the subscription expires.

To cancel a subscription: 

• 💼Select Manage billing from the licenses page
  
  📜The manage subscriptions pop-up will open 
  
  
• 👉Select the subscription you want to cancel
  
  ❌Select Cancel subscription 
  
  

💡After confirming, you’ll return to the subscription details page, where a Cancelation confirmed banner will appear. You will also receive a confirmation email.

⚠️Licenses in Secaro operate as seats under a subscription. Your organization may have multiple active subscriptions, each with its own renewal cycle and billing details. 

Manage licenses 

🪪On the licenses page, you’ll see: 

• 1️⃣Used licenses – assigned and active licenses
• 2️⃣Unused licenses – available but not yet assigned
• 3️⃣Reports without licenses – facilities that need a license before they can submit data to a customer.

➤ Next to each license you will see:

• A renewal date, if the license is active and set to renew automatically
• An expiry date, if renewal has been cancelled

Subscription ownership

🚨 A subscription belongs to the user who created it — it isn't automatically visible to anyone else at your organisation, including Organization Admins or Billing Admins. If you've taken on responsibility for a subscription (for example, a new role, or the person who originally set it up has left your organisation), you may not be able to see it, its invoices, or its renewal date, even though it belongs to your organisation.

💡 What to do: check with your team for whoever originally set up the subscription — they can manage it directly, or forward you the renewal dates and invoices. If nobody at your organisation can identify the original owner, contact us and we'll help you locate it.

Need to change the billing address? Send us the original billing address and the updated billing address, and we'll process it for you.

My renewal invoice hasn't arrived

If your renewal date has passed and you haven't received an invoice by email or in the platform, it may be because you're not the only subscription contact.

Please contact us, and we'll resend it.

💡 Good to know: there's a grace period for paying a renewal invoice. Your facilities remain active, and your team can keep submitting reports while the invoice is outstanding — you don't need to wait for payment to complete before submitting to your buyer.

🚨 If you have a hard compliance deadline with a specific buyer and are concerned about timing, mention this when you contact us so we can prioritise your request.

Avoiding unwanted renewal charges

A few common reasons customers get charged for a renewal they didn't mean to keep — and how to avoid them next time.

🔁 You forgot to cancel in time. Subscriptions renew automatically unless cancelled before the renewal date — see Manage your subscriptions for how to cancel.

🏭 You have duplicate subscriptions for the same facility. Check Manage → My licenses for duplicates and cancel any you don't need before they renew.

👋 The person who manages the subscription has left your organisation. If nobody at your organisation is monitoring a subscription's renewal date, it will renew automatically with no reminder to anyone else — see "Can't see a subscription you're expecting?" in Manage your subscriptions.

📉 You no longer need a licence (e.g. your buyer has stopped requesting your data). Cancel the subscription before its renewal date rather than letting it lapse into an unwanted charge.

💡 We send a renewal reminder ahead of your renewal date — make sure the right person at your organisation is receiving it.

FAQs

⚠️Licenses are automatically assigned when a facility submits its first report. Users cannot assign licenses manually. Licenses cannot be transferred between facilities once assigned.

• 👉 First, update your billing information via Manage → My licenses → Manage billing.

  

  Once your billing information is updated, contact us with the following details so we can issue the amended invoice. Please include the following:

  1. Invoice number
  2. Amount (USD)
  3. Renewal date of the linked facility, shown on the My Licenses page
     
  4. Company name
  5. Address
  6. Any additional information to include on the invoice (e.g. VAT number, Tax ID)

   

• A small difference between your invoice total and the amount that left your account is usually a transaction fee or currency conversion charge applied by your bank or card provider — not an extra charge from Secaro. Check with your bank for the exact breakdown.

  If the difference is more than a small fee, contact us with your payment details, and we'll check our records.

   

• If the invoice number is different, you likely have more than one subscription — for example, for different facilities — and only one has been paid.

  👉 To check this, log in to Secaro, then go to Manage → My licenses.

  If you're not sure which licence an invoice corresponds to, contact us and share the relevant details.