Emails we send about your billing
The four billing emails Ordinary sends — Ordinary paused for an unpaid bill, payment went through, plan changed and subscription ended — and what each one means.
Written by The Ordinary Team · Updated On this page
Shopify sends you a receipt whenever it charges you. Those emails describe the charge. Ordinary sends a small number of emails describing what changed in the app, so you aren’t left working out what a charge means.
They go to everyone with the admin role on your organization.
Ordinary is paused: your Shopify bill is unpaid
Shopify retries an unpaid bill for up to 28 days, and Ordinary keeps working normally during that time — Shopify emails you about the bill itself. If the bill is still unpaid after that, Shopify freezes your app charges and we send this email: Ordinary is paused until the bill is paid.
Your store’s data is still captured in the background, so nothing is lost. Update your payment method and pay the bill in your Shopify admin, and Ordinary opens again on the same plan.
Your payment went through
The follow-up to the email above — the bill is paid, Ordinary is unpaused, and your subscription is active again. No action needed. It exists so a failed payment never leaves you wondering whether it ever resolved.
You’re now on the [plan] plan
Your subscription changed to a different plan, confirming which one you’re on now. Your billing page shows what’s included and what you’re being charged.
If you moved to a lower paid plan, the change is immediate and the email says Shopify credits the unused part of your previous plan to your store’s bill.
If you moved to Free partway through a billing period you’ve already paid for, the email instead tells you the date Free starts. You keep everything in your current plan until then.
You won’t get this email when you first choose a plan during install — you just made that choice, and Shopify’s charge confirmation already covers it.
Your subscription has ended
Your subscription was cancelled and you won’t be charged again. You can start a new plan whenever you want.
If you cancelled partway through a billing period you’ve already paid for, you keep access to your plan until the end of that period, and the email tells you the date.
You will not receive this email if you cancelled by uninstalling the app. That was a deliberate action on your part, and telling you about it would be noise.
Questions about your data
If you’ve cancelled and want to know what happens to the data Ordinary has already collected, reply to any of these emails and we’ll walk you through it. The Privacy Policy is the full reference.