The Billing tab is where you manage your community's subscription to Communitrak. You can see the plan you're on, how many properties it covers, what you'll be charged next and when, your AI usage, the payment methods on file, and your recent invoices.
Note: This page is about what your community pays Communitrak. It is not where you manage the dues, fees, and assessments your residents pay the association. Those live under the Financial module and the Payments pages.
Seeing the Billing tab requires the View Communitrak Billing Info permission. Changing a payment method (adding one, setting the default, removing one, or verifying a bank account) requires Manage Communitrak Billing. Changing the AI overage setting requires Manage AI Usage. With view access alone you see the whole page but no action buttons.
By default, the Community Admin role has all three permissions. The Community Leader role has View Communitrak Billing Info, so Community Leaders can see the whole page but can't change payment methods or the AI overage setting. Manage Communitrak Billing and Manage AI Usage are Community Admin only: only a Community Admin can grant them to a role. The Resident role has none of the three.
Some options may be unavailable or appear differently depending on your level of account access.
Log in to Communitrak at https://app.communitrak.com.
In the main navigation menu, expand Community and click Billing.
If your community's subscription has a payment problem, a banner appears at the top of every page. If you can view billing, it includes a Manage Billing button that brings you straight here.
The Current Plan card is laid out like an invoice, with your subscription's status tag in its top-right corner.
A usage bar shows how many properties your community has against what your plan covers, for example 33 / 50. Only active properties with at least one active household count, so vacant properties don't use up your plan. As you approach the ceiling the bar warns you: Approaching plan limit at 80 percent, Plan limit reached at 100 percent, and Plan limit exceeded above it.
Your plan size is set from the property count you gave when you signed up, and it does not change on its own as you add properties. If your community has grown past it, or is about to, chat with Communitrak Support so the change is planned rather than a surprise on an invoice.
Each product on your subscription is listed with its quantity and amount. Most plans show a single line. If a product is priced per property in graduated tiers, the card breaks out each tier so you can see how the total was reached.
Below the line items you'll find the total per billing interval, for example Total / month or Total / year. If your community has a discount, a Subtotal row and the discount appear above the total, along with how long the discount lasts.
The card notes that the actual amount charged may vary based on applicable taxes, so treat the total as the pre-tax figure.
The bottom row shows when the subscription renews and how many days away that is. During a trial, this is the date the trial ends. If the subscription is set to end rather than renew, the row reads Expires instead of Next billing date.
Communitrak's AI features (the AI assistant, the AI summary card on the Dashboard, writing assist in the editor, generated titles and subjects, condensed alerts, reply drafts, message and ticket summaries, Pet auto-fill, and Found a Pet matching) have a small cost each time they run. The AI Usage card shows how much your community has used and what happens when it reaches its limit. The tag in its corner reads Included usage only or Overage allowed.
Your subscription includes $10.00 of AI credit every month. The bar shows this month's usage against it, for example $0.42 of $10.00 included. Most communities use only a small part of it.
Usage resets on the 1st of each month. The month is counted in UTC, so in US time zones the reset happens on the evening of the last day of the month.
Communities that haven't started their subscription yet have a smaller credit:
During a free trial, the credit is $3.00 a month. The full $10.00 is available once your subscription starts.
While Communitrak is still setting up a new community, the credit is $0.50 a month, enough to try the AI tools. More becomes available once setup is complete.
The AI Usage card always shows the credit that applies to your community right now. AI features are not available at all while the subscription is read-only (see below), or if your community's account is restricted or suspended. The Communitrak team can also pause AI for a community, and the card says so when it has. Contact Communitrak Support if you have questions.
Once the credit is reached, AI features pause until the 1st unless your community has turned on overage billing (below). Nothing else in Communitrak is affected, and anything you were writing stays as it was.
To keep one busy afternoon from consuming the whole month's credit, a community can use at most a quarter of its monthly limit in any 5-hour period. With the standard $10.00 credit, that's $2.50. If your community reaches it, AI features pause and resume on their own as the earlier usage ages out. The card shows how much of the 5-hour limit is in use and when it frees up.
The chart breaks usage down by feature. Choose 30 days or 90 days to see it by day, or 6 months or 12 months to see it by month, and hover over a bar to see each feature's share. The Today summary on the Dashboard is counted with the AI assistant. Export CSV downloads the same numbers.
To keep AI features available after the included credit is reached:
Click Turn on overage billing. Once overage is on, this button reads Change limit.
In the AI usage limit dialog, choose Allow overage up to a monthly limit.
Enter a Monthly limit. It must be more than the $10.00 included credit and can be up to $250.00. If you need more, chat with Communitrak Support.
Click Save.
The two choices in the dialog are:
Stop at the included credit (the default). AI features pause until the 1st once the $10.00 credit is reached. Nothing extra is ever billed.
Allow overage up to a monthly limit. AI features stay available past the included credit, up to the limit you set. If the community reaches your limit, AI features pause until the 1st.
With overage on, the bar shows usage against your limit, with a marker where the included credit ends, and the card shows how much will be billed so far this month.
Overage is billed on the 1st of the following month as its own invoice, AI usage overage, charged automatically to your default payment method. It appears in Billing History alongside your subscription invoices. Overage of less than $0.50 in a month is not billed.
Overage billing becomes available once your subscription starts. During a free trial, while Communitrak is setting up your community, or while your community's account is restricted or read-only, the button is hidden, overage can't be turned on, and AI features pause at the included credit.
While your community is at a limit, the AI buttons (the sparkle icons, Summarize, and Found a Pet matching) are turned off, and hovering over one says why and when AI features resume: the 1st for the monthly credit or limit, or a specific time for the 5-hour limit. Everything else keeps working: you can still write messages, subjects, and alerts yourself, fill in pet details by hand, and browse the Pet Directory. If you have the Manage AI Usage permission, the message that appears when you hit the limit includes an Open Billing link.
Note: If your community has turned AI features off under Preferences, no new usage is recorded and the card says so.
You can pay for your subscription with a credit or debit card or a US bank account. To add one, click Add (or Add Payment Method if none are on file), fill in the secure Stripe form, and click Add Payment Method.
If this is your community's first payment method, it becomes the default automatically. If you already have one, the new method is added but the old default keeps getting charged until you click Set Default on the new one.
Each method on file shows its brand and last four digits, and tags tell you its state:
Default: the method that gets charged.
Expiring Soon or Expired: the card expires within the next couple of months, or already has. Replace it before the next billing date.
Pending Verification or Needs Verification: a bank account that can't be charged until it's verified. See below.
Update Required: a bank account on an older connection that is being retired. See below.
Use Set Default to change which method is charged, and the trash icon to remove one.
Click the trash icon on the payment method.
Click Remove to confirm.
If you remove your default payment method, your most recently added method that can be charged becomes the new default, and the confirmation message names it. A method can be charged when it's verified, not expired, and not marked Update Required.
You can't remove the only payment method that can be charged while your subscription is set to renew. The dialog explains this and offers Add Payment Method instead. Add another method first, then remove the old one.
When you add a bank account, Stripe may let you sign in to your bank to connect it. If you do, the account is verified right away. If you enter the account and routing numbers instead, Stripe sends a small deposit to the account to confirm it, which typically appears within 1 to 2 business days, and the account shows a blue Bank Account Awaiting Verification banner until you finish.
Click Verify Now on the banner, or Verify on the account itself. The Verify Bank Account dialog asks for one of three things, depending on how Stripe set the account up:
A descriptor code. Find the deposit from Stripe on your bank statement and look for a 6-character code in the transaction description, in the format SM##XX, such as SM12AB. Enter it and click Verify.
A descriptor code on Stripe's own page. Same code, but the dialog hands you off. Click Continue to Verification and enter it on Stripe's secure verification page.
Two deposit amounts. Find the two small deposits from Stripe and enter each amount in cents, for example 32 and 45. Click Verify.
Once verified, the account becomes the default if your community has no other payment method.
Heads up: An account tagged Pending Verification has no remove option. It isn't attached to your account yet, so there is nothing to remove. Verify it, or leave it and it will not be charged.
Stripe is retiring an older way of connecting bank accounts, and an account on it can fail when Communitrak tries to charge it. An amber Action Required: Update Community Bank Account banner at the top of the page tells you when this applies to your community.
Click Add New Payment Method on the banner and add the account again. This puts it on the current connection.
Verify the new account if it asks you to.
Click Set Default on the new account.
Remove the old one marked Update Required.
Do it in that order, so the community is never left without a way to pay.
Your 12 most recent invoices are listed with their amount, status, date, and invoice number. The first five show by default; click View all to see the rest. Click the download icon to open an invoice's PDF in a new tab. For anything older than the last 12, chat with Communitrak Support.
Besides your subscription invoices, you may see separate invoices for usage-based charges, such as AI overage, text message alerts beyond your monthly allowance, and violation letters sent by mail.
Invoice statuses are Paid, Open (issued and awaiting payment), Draft (not yet issued), Void (canceled before payment), and Uncollectible (written off after payment could not be collected).
The tag on the Current Plan card is your subscription's status, and it decides how much of Communitrak your community can use. The statuses fall into three groups.
Active: the subscription is current. Nothing is restricted.
Trial: you're in your free trial. A Trial Period banner on this page counts down to the end date. If a payment method is on file, it is charged automatically when the trial ends and the subscription begins. If not, the person who created the community gets an email reminder three days before the trial ends. A trial that ends without a payment method on file is canceled, which makes the community read-only.
Everyone keeps full access. Members marked as part of the community's leadership see a Subscription Payment Problem banner on every page, and anyone with View Communitrak Billing Info gets a notification. Residents don't see anything, since the board is the one who can act.
Past Due: a payment failed. Stripe keeps retrying, but update the payment method before access is restricted.
Incomplete: the payment hasn't finished processing and may need to be confirmed with your bank.
Canceled: the subscription was canceled, including a trial that ended without a payment method.
Unpaid: several payment attempts failed in a row.
Expired: the subscription was never activated because the first payment did not complete.
Paused: the subscription is paused until it resumes.
In these states:
Nobody can create or change anything. Buttons that save, send, or post are turned off, for leaders and residents alike.
Members marked as part of the community's leadership can still browse the whole app. They see a Read-Only Mode banner on every page.
Everyone else is limited to the Dashboard, their own account pages, and this Billing page if their role can view it. Their Dashboard shows only a Community Access Limited banner explaining that the community is read-only, and they can't open Messages, Payments, or any other module.
Residents can't make payments, and Auto Pay doesn't run. Their charges stay unpaid until billing is resolved, and Auto Pay picks them up again afterward.
AI features are off.
Anyone with View Communitrak Billing Info gets a notification when the community becomes read-only.
The Billing tab stays fully usable in every one of these states, so you can always add or update a payment method. A canceled, expired, or paused subscription doesn't restart on its own when you do, so chat with Communitrak Support to restore it.
There is no cancel button on this page, and no way to change plans yourself. Chat with Communitrak Support for anything that changes the shape of the subscription.
If the page says No Active Subscription, contact Communitrak Support.
Keep more than one payment method on file if you can. A single expiring card is the most common way a community ends up past due.
To choose which method takes over from a default you're removing, click Set Default on it first. Otherwise Communitrak picks your most recently added method that can be charged.
Invoice PDFs come from Stripe and open in a new tab, so you can forward them to a treasurer or an accountant.
If you have questions or need help, chat with Communitrak Support from any page using the messenger icon in the bottom-right corner.
