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Utilisateurs, rôles et formules
What happens when a payment is outstanding?
If a charge fails, you receive a payment reminder with a date, and everything continues for 14 days. If it is not paid by then, we lock access: signing in, paying and exporting still work, and measurement continues for 30 days from the lock. If the payment is still outstanding 60 days after the lock, we terminate the contract (announced 14 days in advance), after which you have 30 days to export.
What happens if a charge fails and I do not pay?
The process
| When | What happens |
|---|---|
| Day 0 | The charge fails. You receive an email with the date by which you should pay, and every page of the portal shows a note with “Update payment details”. Access and measurement continue unchanged; the payment provider retries the charge during this time. |
| Day 14 | The deadline has passed: we lock access and tell you by email. You can still sign in and land on the “Account locked” page. There you pay the open invoice, change your payment details or download your data. Reports, chat and all other pages are locked. |
| 30 days after the lock | Until then we keep measuring, so that no gap remains in your data once you have paid. After that we no longer accept events. |
| 46 days after the lock | We announce by email that we will terminate the contract 14 days later. |
| 60 days after the lock | We terminate the contract for good cause and end the subscription. You can then still read and export your data for 30 days; after that it is deleted, just as after “Close account”. |
Every date appears in the email and in the portal. If the announcement went out later than day 46, the termination moves accordingly: there are always at least 14 days between announcement and termination.
Paying lifts the lock immediately
As soon as the payment arrives, access returns and all deadlines are reset. There is nothing to set up again. After paying it can take a moment until the portal shows the new state. Reload the page then. If the payment provider has already ended the subscription because of the missing payment, paying the open invoice lifts the lock as well; your account then continues on the free Start plan, and you can book again.
Who can pay
Your account’s admins can pay and change payment details. Everyone else sees on the lock page that they should contact them; their data is kept. The read API and MCP access do not answer during the lock. If your account is billed through an agency, it follows the agency’s lock with the same deadlines (reports locked, export available); only the agency can pay then, and when its contract is terminated, your account ends too.
Note
If you pay through Shopify, this process does not apply: if Shopify freezes your subscription because your store’s bill is outstanding, measurement continues. And a lock that Metrunio imposed for another reason is not lifted by a payment. Support can help then.
Legal note
The lock and the termination for good cause are based on our terms in the version you agreed to; their wording is binding. A termination does not affect the open invoice.
Dernière vérification le 13 oct. 2026
Également demandé
- What happens if a payment fails?
- What do I do if my account is locked?
- Why is my access locked?
- How do I lift the lock?
- I received a payment reminder
- My card has expired
- How long is data measured after a lock?
- When will my account be terminated for non-payment?
- Can I export my data while my account is locked?
- Why can I no longer open my reports?
- My account is billed through an agency and is locked
Articles connexes
- How do I pay, and where are my invoices?
How do I purchase a plan, switch it, and where do I find invoices?
In the portal under “Plan & usage”: there you book and switch plans, choose monthly or yearly payment and reach invoices, payment methods and, when paying monthly, cancellation at the payment provider. Paid monthly there is no minimum term, and yearly payment commits you for twelve months; cancelling means moving to the free Start plan, and closing your account is a separate step. Through the Shopify app you can pay in Shopify instead.
- What does Metrunio cost?
Which plans are there, and what happens if I go over?
Five plans, tiered by events per month: Start (free), Pro (€79), Growth (€249), Scale (€599) and Agency (€299 with two client accounts, €49 per further one, 250,000 events per client account); every four delivered impressions count as one event. Above the allowance, every started 10,000 events cost €3, and a plan never costs more than the next plan up would cost at the same volume.
- Which roles exist and what may they do?
Who is allowed to do what in the portal?
There are three roles inside a tenant (Admin, Analysis and Read only) plus two platform-side roles. Every API route checks the permission server-side; hiding things in the interface is only the display of that.
- How do I reach support?
Who do I turn to with a question, and how fast will I get an answer?
Through the chat on the website, by email to support@metrunio.com or in the portal under “Help”; anything our help centre covers, the chat answers immediately and names the articles. On plans from Pro, we get back to you by the next working day if your measurement fails, and answer all other questions in the order they arrive. On the free Start plan, the help centre and chat answer your questions, and a person answers security, data protection and legal questions.