It all happens in the mailbox’s settings, on the “Billing” page, in the “This mailbox” group. Only owners change it. A member can open it to read it: it tells them whether the mailbox is open or paused, and who the owners are, the people to ask. When the mailbox is paused, a button such as “Let Marie know” tells the owners.
At the top of the page, a sentence recalls the rule: each mailbox is paid for on its own, per month, excluding VAT.
The trial: thirty days, no card
The trial lasts thirty days and starts when the mailbox is connected. No card is asked for to start it.
The shared mailbox itself is not limited: new emails arriving, “I’ll take it”, team notes, sending, invitations, everything works as on a paid subscription. At the top of the “Billing” page, the “Where you stand” section shows “Free trial”, how many days are left and the end date, for example “3 days left, until Friday, March 13”, then the plan that will apply next and its price.
Only one thing is fixed during the trial, and your recipients can see it: the small Sent with Trupeo line at the bottom of your emails stays on. Its switch is on the “Sending” page, “Trupeo footer” section, on and inactive until you subscribe, with the note “You can turn this off once you’re on a paid plan.”
In the last seven days, and only if no payment method is saved, a line shows at the top of the mailbox: “Your trial ends in 3 days.”, then “Without a payment method, the team will no longer see the emails in Trupeo.”, with the “Add payment method” link. In the last three days, still only without a payment method, the owner also gets an email reminder and a notification.
What happens at the end
With a payment method saved, the subscription starts by itself at the end of the thirty days and the first invoice goes out on that date. There is nothing for you to do.
Without a payment method, the subscription pauses and so does the mailbox. Instead of the emails, every view shows “Subscription inactive”. The owner reads what happened and a “Reactivate subscription” button. A member reads who can reactivate it, for example “Marie, the mailbox owner, can reactivate it from their settings.”, and a “Let Marie know” button that sends her a notification. “New email” stays in the column, but inactive. The “Billing” page says since when, for example “Mailbox paused since Monday, October 5: the trial is over.”, and its “Reactivate the mailbox” section offers “Add payment method”, on the “Carry on with Trupeo” line. If someone else is to pay, an owner can hand the mailbox over to them from the “Members” page, by making them an owner: see Invite your team and choose a role.
For two weeks, conversations, notes and who is on what stay in place, and access comes back as soon as a payment method is saved. New emails stop arriving in Trupeo, though: they wait at your email provider in the meantime, and nothing can be sent from Trupeo.
Without a payment method, the mailbox is then deleted from Trupeo, 14 days after the end of the trial. Three days after the trial ends, every owner gets an email saying how many days are left; the mailbox is never deleted before that email has gone out, nor less than 11 days after it. What goes is the mailbox in Trupeo: its conversations, notes, contacts and settings, and Trupeo’s access to it. Your Trupeo account stays, and your emails stay at your email provider.
If a payment fails later, the mailbox stays open while Stripe retries the charge: the page says “Payment overdue”, and the owner sees “Your subscription payment failed” at the top of the app, with “Change payment method”. Every owner is also told by a notification and by an email. If the payment never goes through, the mailbox pauses (“Mailbox paused: the payment did not go through.”), and, as after a trial that ends without a card, it is then deleted 14 days later at the earliest.
Subscribe
In “Where you stand”, the “Add payment method” button opens the secure payment form. A bank card always works there. The form may also offer SEPA Direct Debit, depending on what we have turned on in our Stripe account; if you only see card fields, use a card.
Above the card fields, the form asks for your “Billing country”, because the taxes on your invoices depend on it. It starts from the country of the address you gave, otherwise from the country we inferred from your IP address when you connected the mailbox, otherwise from France, and it says so when that country is only an inference, or a default; change it if your organization is established elsewhere. In the United States, Puerto Rico, Canada and India, it also asks for a postal code, which the taxes in those countries depend on.
The price depends on how many people have access to the mailbox: €10 excluding VAT per month per mailbox for up to two people (Duo plan), €20 excluding VAT per month per mailbox from three people (Team plan). Every plan includes every feature. “Where you stand” says which plan applies, its price and why, for example “the Team plan, from 3 people”. What changes the plan is people joining, not invitations sent: you move up when a third person accepts, and back down when someone is removed, with nothing to do on your side. The details are on the pricing page.
Fill in the “Details on the invoices” section before the first invoice, with “Edit”: the name on the invoice and the address. A company or an association can also give its tax number: the field follows the country, shows the expected format and, for many countries, names the number asked for (EU VAT number in the EU, Australian Business Number (ABN) in Australia). Nobody is turned away for not having one. For an organization established in the EU outside France, a valid EU VAT number enables the reverse charge; an organization established in France pays French VAT.
Stop the subscription
It is in the “Danger zone” section, at the very bottom of the page: “Stop the subscription…” opens in place. Trupeo first asks an optional question, what made you decide (“Skip this question” skips it), then shows, in order and with the dates, what will happen. The last button says when the stop takes effect, “Stop now” or for example “Stop on March 13”. “Keep my subscription” closes it all.
- During the trial, the stop takes effect the same day: the mailbox pauses, and the team no longer sees its emails in Trupeo.
- A running subscription stays open until the end of the paid period. Until then, “Resume the subscription” cancels the stop in one click, with nothing changing for the team, and a section such as “Before March 13” offers to export the mailbox’s data, with “Prepare the export”.
After that, Trupeo erases the mailbox: the notes, the history and the copies of the emails, at the end of the paid period, or 14 days after the stop if that date is later. Your emails themselves stay at your email provider. Until then, “Reactivate subscription” brings everything back.
Deleting the mailbox (on its “General” page) also ends its subscription, and this time the mailbox and its conversations are deleted with it.
School and association pricing
Schools and associations get a 50% discount on the price of their plan. In practice: a two-person school pays €5 excluding VAT instead of €10, a five-person association pays €10 excluding VAT instead of €20.
The discount is not automatic, you have to ask for it. In “Billing”, “Association or school discount” section:
- Click “Ask for the discount”: the form opens in place.
- Choose your organization, “An association” or “A school”.
- Attach a supporting document, as PDF, JPEG or PNG, 10 MB at most. For an association: its statutes, or official proof of registration (in France, the declaration receipt). For a school or establishment: a letter on letterhead.
- Click “Send the request”. Nothing is sent before that.
The request is reviewed by our team, it is not approved automatically. While it is pending, the section shows for example “Request sent on October 2”, and you get an email as soon as a decision is made. The trial goes on in the meantime. Once granted, the plan’s price is halved and the section goes away: under the price, “Where you stand” then says for example “Association price, granted on October 3.”
If the request is turned down, the section says so, with the date, and offers “Send another document”.
It is best to ask during the trial, so the discount is in place before the first invoice. If it is granted after you have already paid, half of the current month is credited to your account and taken off your next invoice.
Find your invoices
The “Invoices” section of the same page. The list gives the date, the amount and the status of each invoice, with “Download PDF” on every line. The last twelve are there.
During the trial, there is nothing to download yet. With a payment method saved, the section says when the first invoice will arrive.
To know what will be charged rather than what was, look at “Where you stand”: the page announces the first invoice or the next charge, including the amount with taxes and the date, for example Next charge: €12 on October 30, including €2 tax. Until our payment service has answered, it only gives the date: “Next charge on October 30.” During a trial without a payment method, Stripe raises no invoice at the end of the trial: the page then says what the first invoice will be if you add a payment method before then.