Subscription and billing
The Billing page shows your workspace's current plan, how many devices you have against the devices your plan includes, which compliance packs are active, and the controls to change plan or update payment. Payments, invoices, and cancellations are handled by Stripe, so there's almost nothing to configure inside the app.
- You need an administrator role (any of admin, IT admin, or super admin). The page lives
at Admin → Billing (
/admin/billing). - Checkout uses your workspace's billing email, set automatically when the workspace is created (the signup admin's address). Stripe needs it for invoice delivery and portal access; checkout is blocked without one. Contact support if you need it changed.
- New workspaces start on the Business plan. This page is where you add or update the payment method that keeps your subscription active.
What the page shows
The page is read-only reporting plus three actions (upgrade, contact sales, open the Stripe portal). It's organized into four cards.
| Card | Shows |
|---|---|
| Current plan | Your plan name and a status badge. A past-due warning appears here when relevant. |
| Device usage | Four figures: devices counted, devices included, devices above the included count, and the estimated annual overage. |
| Compliance packs | Each evidence pack, with an Active badge or its availability on a higher plan. |
| Change plan | Upgrade buttons for self-serve plans, Contact sales for sales-led tiers, and the Stripe portal link. |
Subscription status
The status badge reflects the state Stripe has reported for your subscription. It drives whether the workspace is fully writable or read-only.
| Status | Badge | What it means | Workspace |
|---|---|---|---|
active | Active | Paid and current. | Full access |
past_due | Past due | A payment failed. | Read-only |
canceled | Canceled | The subscription was canceled. | Read-only |
suspended | Suspended | Suspended by the OnTrackio team. | Read-only |
When your status is past_due, canceled, or suspended, the whole workspace goes
read-only. You and your team can still view every record, but creating or editing assets,
users, licenses, and other data is blocked until billing is resolved. The billing page,
sign-out, MFA challenge, and password reset always stay available so you can recover. A
failed payment also starts a 30-day grace period. See Past due and grace
period.
Device usage
OnTrackio prices per device, not per user. A device is any hardware record whose category isn't a peripheral. Monitors, docks, headsets, keyboards, mice, webcams, and cables are peripherals: they're free and never count against your plan. The usage card shows four figures for your workspace.
| Reading | Source | Notes |
|---|---|---|
| Devices counted | Hardware records in your workspace, excluding peripherals | Trashed (soft-deleted) devices don't count; deleting a device frees its slot. |
| Devices included | Your plan's included device count | Set by your plan. |
| Devices above the included count | Devices counted minus devices included | Zero when you're at or under your included count. |
| Estimated annual overage | Devices above the included count, at your plan's per-device rate | On Enterprise, the card shows "at your contracted rate" instead of a figure. The rate is in your contract. |
Starter, Business, and Enterprise have no device limit. A device above the included count is invoiced at renewal. Upgrade for the features a higher plan adds, not for capacity. The Free plan is the exception: see Troubleshooting.
Compliance packs
The NIS2 evidence pack adds directive-specific evidence templates and a quarterly regulatory update brief. A pack shows an Active badge when it's included in your plan.
| Pack | Availability | What it adds |
|---|---|---|
| NIS2 evidence pack | Included with Business and Enterprise | All 10 NIS2 Article 21 sub-controls, the Article 23 incident-notification workflow, and auditor-format exports. |
Adding a compliance pack to a plan that doesn't include it is a sales-led change. Contact sales to add one.
Plans
The Change plan card offers self-serve checkout for the plans that have it and a Contact sales link for the rest. Pricing is an annual base fee that includes a set number of devices, with a per-device rate for extra devices. Going past your included count is never blocked (see Device usage); extra devices bill at renewal. Upgrade for the features a higher plan adds, not for capacity.
| Plan | Annual base | Included devices | Per-device rate | How to buy |
|---|---|---|---|---|
| Starter | €2,400 / yr (USD $2,600) | 500 | €2 / device / yr (USD $2.20) | Self-serve checkout |
| Business | €3,600 / yr (USD $3,900) | 500 | €4.40 / device / yr (USD $4.80) | Self-serve checkout |
| Enterprise | from €24,000 / yr (USD from $26,000) | 5,000 | Negotiated per contract | Sales-led |
Prices are in euros. US customers can be billed in US dollars on a sales-assisted setup; the USD list prices are published on the pricing page.
Your current plan shows a Current plan badge instead of an upgrade button. Whether a plan offers a self-serve Upgrade button or a Contact sales link is configured per environment; sales-led tiers always route to sales.
Upgrade a plan
To switch to a self-serve plan:
- Open Admin → Billing and find the Change plan card.
- On the plan you want, select Upgrade. (If you see Contact sales instead, that tier is sales-led; use the link to email the team.)
- You're redirected to Stripe's hosted checkout. Enter your payment details. You can apply a promotion code and add a VAT or tax ID; Stripe calculates VAT for your jurisdiction automatically.
- Complete payment. Stripe returns you to the billing page.
Your plan and status update automatically once Stripe confirms the subscription, so the new plan may take a moment to appear on the page after you return.
Manage payment, invoices, and cancellation
Once you have an active Stripe subscription, a Manage payment method & invoices section appears at the bottom of the Change plan card.
- Select Open billing portal.
- In Stripe's hosted portal, change your card, download past invoices, or cancel the subscription.
The portal link appears once your workspace has a Stripe customer record, which is created the first time you go through checkout. Before then, upgrade a plan to create it.
Past due and grace period
If a payment fails, the workspace moves to past_due and a 30-day grace period starts:
- The workspace becomes read-only, and a warning on the billing page counts down the days until data is deleted.
- During the grace period, all your data is preserved. Add a payment method through checkout or the billing portal to reactivate and restore full access.
- If the grace period elapses with no payment, the workspace and its data are removed.
Troubleshooting
| Symptom | What to do |
|---|---|
| Selecting Upgrade returns an error about a billing email | Your workspace has no billing email on file (it's normally set at signup). Contact support to set one, then try the upgrade again. |
| The plan you want shows Contact sales, not Upgrade | That tier is sales-led. Use the Contact sales link to email the team. |
| Open billing portal is missing | Your workspace has no Stripe customer record yet. Upgrade a plan first to create it. |
| You upgraded but the page still shows the old plan | The plan updates after Stripe confirms the subscription. Refresh the page; if it doesn't update shortly, check that checkout completed. |
| An extra device didn't block creation | That's expected on a paid plan. Devices past your included count are billed at renewal, not blocked. Check the Device usage card to see your current count. |
| Editing anything is blocked across the workspace | Your subscription status is past_due, canceled, or suspended. Resolve billing from this page to restore write access. |