Managing Payment Methods and Billing

5-10 minutes

Tutorial 14.2: Managing Payment Methods and Billing

Introduction

Keeping your payment details up to date ensures uninterrupted access to Luminate. This tutorial shows you how to add a payment method, view your billing history, and understand what to do if a payment fails.

A valid payment method is required to continue using Luminate after your trial ends. If payments fail, your account may enter a restricted state, so it's important to keep your card details current.

Who this is for: Salon owners who need to manage their payment details and billing.

What you'll learn:

How to add a payment method to your account
How to view and download invoices
What to do when a payment fails
How to contact support for billing issues

Time to complete: 5-10 minutes

Prerequisites

Before you begin, make sure you have:

A Luminate account with owner access
A valid payment method (credit or debit card)

Step-by-Step Instructions

Step 1: Access the Billing Page

Click your name in the top-right corner of the header
Select Billing from the dropdown menu

Step 2: Add a Payment Method

If you're on a trial or need to add a payment method:

On the billing page, look for the Actions section
Click Add Payment Method
You'll be redirected to our secure payment provider's checkout page
Enter your card details on the secure checkout page:
- Card number
- Expiry date
- CVC/security code
- Billing address (if required)
Complete the checkout to store your payment method

Once added, your billing page will show "Payment method on file" under the Status card.

Note: If you see a dialog saying "Online Payments Coming Soon", our payment system is still being configured. In the meantime:

Your trial continues as normal
You'll be notified when payments are ready
Contact hello@luminate.salon if you have questions

Step 3: Update an Existing Payment Method

If you need to update your card details (e.g., new card, expired card):

Go to the billing page
Your payment management options depend on your subscription status:
- Active subscription with payment method: You'll be redirected to the billing portal where you can update your card details
- No payment method on file: Use the Add Payment Method button to add your first payment method

To access the billing portal, you must have previously added a payment method. The portal is provided by our secure payment processor and allows you to:

Update your card details
View and download invoices
Manage your payment preferences

When updating your card:

Your new card will be used for all future payments
Any outstanding balance will be charged to the new card
Your billing cycle and dates remain unchanged

Step 4: View Billing History

To see all your billing events:

On the billing page, click View History in the top-right corner
The Billing History page shows all events in chronological order

Each billing event displays:

Information	Description
Event Type	What happened (payment, status change, etc.)
Date/Time	When the event occurred
Status Change	The before and after subscription status
Amount	Payment amount (for payment events)

Types of billing events you may see:

Event	What It Means
Trial Started	Your free trial began
Trial Extended	You used the one-time trial extension
Trial Expired	Your free trial has ended
Payment Succeeded	A payment was successfully processed
Payment Failed	A payment attempt was unsuccessful
Subscription Created	Your paid subscription started
Subscription Updated	Your subscription details changed (e.g., salon count)
Subscription Canceled	You cancelled your subscription
Subscription Restored	You reactivated a cancelled subscription
Subscription Past Due	Your subscription has an outstanding payment
Grace Period Started	Your account entered the 90-day grace period
Deletion Scheduled	Your account is scheduled for deletion
Salon Added	A new salon was added to your subscription
Salon Removed	A salon was removed from your subscription

Step 5: Handle a Failed Payment

If a payment fails, your subscription status will change to Past Due. Here's what to do:

Go to the billing page - you'll see a warning message about the failed payment
Click Update Payment Method
Enter valid card details
Save your new payment method

Luminate will automatically retry failed payments according to this schedule:

First retry: 1 day after initial failure
Second retry: 3 days after initial failure
Third retry: 7 days after initial failure

After 3 failed attempts, your account enters the grace period with read-only access.

Common reasons for payment failures:

Expired card
Insufficient funds
Card blocked for online payments
Incorrect billing address
Bank security restrictions

Step 6: Contact Support for Billing Issues

If you have billing problems you can't resolve:

Email hello@luminate.salon with:
- Your account email address
- Your salon name
- Description of the issue
- Any error messages you've seen
Include "Billing Issue" in the subject line for faster routing

Common issues support can help with:

Incorrect charges
Refund requests
Currency questions
Invoice copies
Account discrepancies

Common Pitfalls

"I added a payment method but still see 'No payment method'"

It can take a few moments for payment status to update. Refresh the page after a minute. If the problem persists, try adding the payment method again or contact support.

"My card keeps being declined"

Check that:

The card number, expiry date, and CVC are correct
Your card allows online/international payments
You have sufficient funds/credit
The billing address matches what your bank has on file

If issues persist, try a different card or contact your bank.

"I was charged the wrong amount"

Check your salon count - you're billed per active salon. If you recently added a salon, your monthly cost will have increased. For genuine billing errors, contact hello@luminate.salon.

Tips and Best Practices

Set a calendar reminder - Note when your card expires and update it before that date
Use a card that won't expire soon - When adding a payment method, prefer a card with a distant expiry date
Enable bank notifications - Set up alerts from your bank so you know immediately if a payment fails
Keep contact details current - Ensure your email address is up to date so you receive billing notifications
Check billing history monthly - Review your billing history to catch any issues early

Frequently Asked Questions

What payment methods do you accept?

Luminate accepts major credit and debit cards including Visa, Mastercard, and American Express through our secure payment processor.

When am I charged?

You're charged monthly on your billing date. The first charge occurs when your trial ends (if you've added a payment method) or when you first add a payment method after trial.

Can I get a refund?

Refund requests are handled on a case-by-case basis. Contact hello@luminate.salon to discuss your situation.

Do you store my card details?

No. Your card details are stored securely by our payment processor. Luminate never sees or stores your full card number.

Can I pay by bank transfer or direct debit?

Currently, Luminate only accepts card payments. Contact hello@luminate.salon if you need alternative payment arrangements.

How do I get an invoice/receipt?

Invoices for successful payments are available through the billing portal. Access it from your billing page when you have an active subscription. For historical invoices, contact support.

What happens if I dispute a charge with my bank?

Please contact hello@luminate.salon first to resolve any billing concerns. Bank disputes (chargebacks) may result in service suspension while the dispute is investigated.

Can I change my billing date?

Your billing date is set based on when your paid subscription started. Contact support if you need to discuss changing your billing cycle.

Last Updated: January 2026