Billing Overview

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Creating projects, building schedules, enrolling participants, and inviting collaborators are all free on Inclivio. To send pings, a project must be funded by a license. This page walks through everything billing-related in Inclivio, from funding your first project to downloading reports for your finance office. On this page, you will find information about:

How billing works

Inclivio doesn't charge per ping. Instead, each project is funded by a license. A license covers a set number of studies for a set term, and includes:

  • Unlimited iOS and Android push notification pings
  • Unlimited email and DashLink pings
  • An allowance of SMS and WhatsApp pings. SMS and WhatsApp share one allowance, and every SMS or WhatsApp message sent counts once against it, wherever your participant is located.

Licenses aren't sold from a price list. Each one is tailored to your research and priced when we set it up with you. See Licenses for the tiers and what we can adjust. To try Inclivio first, start a free trial license.

When pings stop

A license keeps funding your project as long as it is active. Two things can change that:

  • The SMS and WhatsApp allowance is used up. Your study keeps running: pings still go out by app push notification and email, but SMS and WhatsApp are held back. The license shows the status SMS/WA allowance reached.
  • The license term ends. The license shows as Expired and stops funding pings on every channel. Pings for the projects attached to it stop until you fund them with another license.

We email the license owner when pings are held back or stopped, with the reason. If you need a larger allowance or a longer term, contact us.

The Billing page

Click Billing in the left sidebar to manage your licenses, payments, and billing records. The Billing page has three tabs:

  • Licenses: every license you own or that another researcher has shared with you. This is also where you start a free trial or request a license.
  • Billing Activity: a record of every payment, invoice, and change across all of your licenses. See Billing activity and reports.
  • Payment methods: the credit cards saved to your account. See Payment methods.
The Licenses tab of the Billing page, listing a shared lab license, a trial, a license pending payment, and an active lab license

The Licenses tab lists each license's type, its status, how many SMS and WhatsApp pings it has left, and its start and end dates. A license can show one of these statuses:

  • Requested: you have asked us for a license, and we will be in touch to set it up. When we issue the license, the request becomes your license.
  • Active: the license is funding pings.
  • Pending Payment: the license has been issued on an invoice and activates once the invoice is paid. See Paying an invoice.
  • Not started: the license term begins on a later date.
  • SMS/WA allowance reached: app push and email pings still go out, but SMS and WhatsApp are held back.
  • Expired: the license term has ended.
  • Inactive: the license has been turned off. Contact us if you weren't expecting this.
  • Declined: a license request that isn't going ahead.

Click a license to open its page, where you can see what it has used, pay for it, share it, and download its reports.

The Billing Activity tab and the Add a license button appear once your account holds a license of its own, for example after you start a trial or we issue you a license. If you don't see them and need a license, contact us.

Getting a license

On the Licenses tab, you have two ways to get a license:

  • Start free trial: a free, 14-day license for trying Inclivio with a real study. You can start one yourself in a few seconds. See Trial Licenses.
  • Add a license: tell us which kind of license fits your research, and we will reach out to tailor one with you. Once you accept our offer, the license appears on this tab. See How to get a license.

A license can also be shared with you by a colleague, such as your lab's principal investigator. Shared licenses are listed with the name of the researcher who shared them, and you can use them to fund your projects if they gave you permission to. See Sharing Licenses.

Funding a project

Once you have a license, attach it to your project. Only the project owner can change a project's funding. Collaborators see that funding is managed by the owner.

  1. Open your project and go to its Funding tab.

  2. Click the Attach a license field and choose a license. Licenses you own and licenses shared with you are both listed. A license that can't fund the project yet, such as one waiting on payment, is greyed out with the reason beside it.

    The license list on a project's Funding tab, with one license greyed out as Pending Payment

  3. Click Save Changes. Your project can now send pings.

    A trial chosen on the Funding tab, with the Save Changes button

A project is funded by one license at a time. To move a project to a different license, choose the new one and save. To detach a license, choose No funding and save. Pings for a project with no funding stop until a license is attached again.

How many projects a license can fund at once depends on the license. A trial or a Study license funds one project at a time, while Lab and Department licenses can fund several. Each license's limit is listed under Studies on its page.

Tracking what a license has used

Open a license from the Licenses tab to see its Overview:

  • Usage: how many SMS and WhatsApp pings the license has left, and how many app, email, SMS, and WhatsApp pings it has sent so far.
  • What this license includes: the terms we agreed for this license: the SMS and WhatsApp allowance, the term, how many studies it can fund, whether participant messages are included, and the unlimited channels.
A license's Overview tab, showing its payment record, usage counters, and what the license includes

Further down, Research Projects lists every project the license is funding and the researcher who attached it. To take a project off the license, click ⋮ and choose Remove from license.

The Research Projects section of a license, listing two projects attached to it

To rename a license, click the pencil icon beside its name. The name is only how the license is listed in your billing.

Paying an invoice

When we issue a license on an invoice, it stays in Pending Payment until the invoice is paid. While an invoice is open, an Invoice to pay notice appears above your licenses with the amount due, and the license's page shows the same amount under Payment.

The Payment section of a license pending payment, showing the amount due and a Pay invoice button

Pay by card

  1. Click Pay invoice, either on the notice above your licenses or on the license's page.

  2. Under Pay with, choose one of your saved cards, or choose Enter a new card and type in your card details. The dialog also tells you when your license starts.

    The Pay invoice dialog, with a saved card chosen and the amount on the Pay button

  3. Click Pay. Once the payment goes through, the license activates, usually within a moment. If a card is declined, the dialog says why, and you can try again with the same card or another one.

After you pay, the license's Payment section records how and when it was paid. To get a copy of your receipt, click View receipt, or click Email receipt to have it sent to you.

A paid license's Payment section with View receipt and Email receipt buttons

Pay another way

If your institution pays by bank transfer, check, or another method, pay as the invoice describes. We record your payment when it arrives, and the license activates then. The license's Payment section shows the payment we recorded.

Invoice documents and purchase orders

A license issued on an invoice has an Invoice documents section on its page:

  • Invoice: download our invoice to send to your finance office. It appears here once we have issued it.
  • Purchase order: if your institution issues a purchase order, click Upload PO to attach it. A purchase order can only be attached once, so contact us if you need to change it.
The Invoice documents section, with a purchase order and an invoice ready to download
Only the license owner can pay its invoice. A researcher the license is shared with can download the invoice and attach a purchase order if they have been given the Manage Finance Docs permission.

Payment methods

A card saved to your account can pay an invoice we have issued to you. You don't need a saved card to request a license or to start a trial.

The Payment methods tab, listing one saved card with its expiry date

To add a credit card:

  1. Navigate to Billing > Payment methods and click Add credit card.

  2. Give the card a nickname, such as the grant it is paid from, then click Next. The nickname is how the card is listed in Inclivio.

    The Payment Nickname step of the add credit card dialog

  3. Enter the card's billing address and click Next.

    The Billing Address step of the add credit card dialog

  4. Enter the card number, expiration date, and security code, then click Submit.

    The Card Information step of the add credit card dialog

Your card details are not stored on Inclivio's servers. They are kept securely by our payment processor, Stripe. You can learn more about Stripe's security practices.

To rename or remove a card, click ⋮ beside it on the Payment methods tab.

Billing activity and reports

Inclivio keeps a record of every payment and change to your licenses, and can build ping-by-ping reports for your records or your finance office.

Billing Activity

The Billing Activity tab on the Billing page lists every payment, invoice, and change across all of your licenses, with when it happened and who did it. In the Amount column, payments you made are shown in green, and funds or credit we added at no charge are marked no charge.

The Billing Activity tab, listing project attachments, a paid license, an invoice, and a trial
  • To get the receipt for a card payment, click ⋮ on its row and choose View Receipt or Email me receipt.
  • To download an invoice, click ⋮ on its row and choose Download invoice.
  • To save the whole list as a spreadsheet, click Download CSV.

License reports

Each license has an Activity tab with the same record for that license alone. It has two downloads:

  • General Activity: a CSV of the activity listed on the tab.
  • Detailed Activity: a CSV of every ping the license has paid for, across every project it has funded, including projects that have since moved to another license. Building it can take a moment for a busy license.

The Detailed Activity report has a row for each ping, with these columns:

  • SID - Unique message ID
  • projectId and projectName - The project the ping was sent for
  • scheduleId - The schedule the ping belongs to
  • participantId - The participant the ping was sent to
  • timestampUTC and timezone - When the ping was sent, and the participant's time zone
  • modality - How the ping was sent, such as SMS, WhatsApp, email, or app
  • dayNumber, pingNumber, and reminderNumber - Where the ping falls in the schedule
  • cost - What the ping drew from the license
  • license and licenseId - The license that paid for the ping

Project reports

To see the pings sent for a single project, open the project's Activity tab. Click Download CSV to save every ping sent for the project, with the license that paid for each one.

Getting help with billing

If your institution needs a particular payment arrangement, such as an invoice addressed to your finance office, a purchase order, or a term that matches your grant, we are happy to help. Contact us and tell us what you need.

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