Subscriptions and billing FAQ

Which card is used for my recurring subscription?

If you are on a recurring subscription, your primary payment method is automatically charged for plan renewals.

If you want to use a different card for a recurring subscription, you can set a different payment method as the primary.

Can I have multiple payment methods in my account?

Yes, you can add multiple payment methods to your account for future use. You can set any payment method you've added as your primary payment method.

Is it recommended to change my primary payment method before my billing plan is due?

Yes, it's recommended to change your primary payment method a few days before your billing plan is automatically paid. This way, you won't run into any issues that impede your plan renewal and prevent you from being able to send your campaigns on time.

What happens if I have more campaign recipients than my remaining credits?

If you have fewer credits in your account than the number of subscribers to whom you want to send an email marketing campaign, you won't be able to dispatch your email campaign.

To send your campaign, you can purchase more credits. One credit is equivalent to one email sent to one recipient. So if you want to dispatch a campaign to a list of 60 recipients but you only have 59 credits, you need to purchase at least one more credit.

We recommend always checking your remaining credits before sending out a campaign to ensure that you have enough to cover the number of recipients on your email list.

Will I be charged if my emails bounce back?

If you're on a monthly plan, you won't be charged for any emails that bounce back because you can send an unlimited number of campaigns each month.

If you're using credits, you'll be charged one credit per recipient in your email list, even if the email bounces back. However, the bounced emails are automatically removed from your email list and placed in a separate Bounced category. This means that if you resend your campaign to the same list, you'll only be charged for your active recipients.

Do automation events affect my credits?

It depends on your current subscription plan. If you are on a monthly plan, setting up automation events won't have any effect on your credits because you are entitled to an unlimited amount of emails to be dispatched each month. However, if you're using credits, your credits are deducted as usual according to the number of emails that are sent following the triggered events. Therefore, it's important to keep this in mind when creating your automations.

If you have additional questions about our pricing options, see the Moosend pricing policy.

Do test campaigns affect my credits?

No, your credits are not affected when you send out a test campaign. You can add up to 5 email addresses as recipients of your test campaign. If you add more than 5 email addresses,  Moosend automatically sends the test campaigns to the first 5 addresses you entered and ignores the rest.

Why hasn't my campaign been delivered even though I have scheduled it?

If your scheduled campaign has not been delivered, it can be due to the following reasons:

If the above reasons are not applicable, please contact our support team at support@moosend.com for assistance.

What can I do if my email list size exceeds the maximum list size of my plan?

If your email list size is larger than the maximum list size allowed by your current plan, you can upgrade to a higher plan that supports a larger email list size. It's important to consider the potential growth of your email list during the month when purchasing a plan to ensure that you select the appropriate plan size.

Does Moosend offer special pricing for nonprofit or non-governmental organizations?

Yes, we provide a 25% discount on our subscriptions for nonprofit or non-governmental organizations. This discount can be applied in addition to the standard 20% discount available for the annual plan. To qualify, please send us your company details, website address, and the email address associated with your account to support@moosend.com.

If you have already purchased a plan, the discount will be applied for your next subscription renewal. Our nonprofit discount can not be applied for credit purchases.