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, the payment methods on file, and every past invoice.
Seeing the Billing tab requires the View Communitrak Billing Info permission. Changing anything on it, which means adding a payment method, setting a default, removing one, or verifying a bank account, requires Manage Communitrak Billing. With view access alone you see the whole page but no action buttons. Without view access, the page shows an Access Denied message.
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 has a payment problem, a banner appears across the app with a Manage Billing button that brings you straight here.
The Current Plan card is laid out like an invoice, with a 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. 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. If your community is growing, this is the number to watch. Chat with Communitrak Support before you outgrow the plan so the change is planned rather than a surprise on an invoice.
Each product on your subscription is listed with its quantity and amount. If a product is priced in tiers, the card breaks out each tier, so you can see exactly how the total was reached rather than one lump sum.
Below the line items you'll find the total per billing interval. If your community has a discount applied, 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. If the subscription is set to end rather than renew, this row reads Expires instead of Next billing date.
To add one, click Add and complete the secure Stripe form in the dialog. Whichever methods Stripe offers your community, such as a card or a US bank account, appear there.
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's expiration date is near or past. Replace it before the next billing date.
Pending Verification or Needs Verification: a bank account that isn't usable yet. 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.
A bank account has to be verified before it can be charged, so it arrives tagged and unusable. Stripe sends one or two small deposits to the account, and these typically appear within 1 to 2 business days.
Click Verify Now on the banner, or Verify on the account itself. What the dialog asks for depends on how Stripe set the account up, and it will be one of three things:
A descriptor code. Find the deposit from Stripe on your 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.
Stripe is retiring an older way of connecting bank accounts, and an account on it will fail when Communitrak tries to charge it. An amber banner at the top of the page tells you when this applies to your community.
Click Add New Payment Method and add the account again. This puts it on the current connection.
Remove the old one marked Update Required.
Do it in that order, so the community is never left without a way to pay.
Every invoice is listed with its amount, status, date, and invoice number. Click the download icon to open the PDF. If there are more than five, View all expands the list.
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 the trial period. A banner counts down to the end date. If you have a payment method on file it is charged automatically when the trial ends and the subscription begins. If you don't, add one before then to avoid an interruption.
Your community keeps full access and leaders see a warning banner. Residents are not shown these, since the board is the one who can act.
Past Due: a payment failed. Update the payment method before access is restricted.
Incomplete: the payment hasn't finished processing and may need to be confirmed with your bank.
In these states nobody can create or change anything. Residents also lose access to most of the app and are limited to the dashboard, their account pages, and this billing page. Everyone sees a banner explaining why, because otherwise a disabled interface looks like a bug.
Canceled: the subscription was canceled.
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.
The Billing tab stays reachable in every one of these states. It is the way back out.
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, members cannot access the community at all. 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.
Removing the default payment method while it is the only one leaves nothing to charge on the next billing date. Add the replacement first.
Invoice PDFs come from Stripe and open in a new tab, so they are safe to forward 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.
