Billing FAQ

In this article


What are ArborXR's plans and pricing?

See ArborXR.com/pricing for more information.

The Standard Plan and Premium Plan listed in the table above went live on March 9th, 2022. Customers that subscribed to ArborXR's paid Standard Plan prior to March 9th, 2022, were automatically put on the Legacy Plan. Learn more about the Legacy Plan here


What if I am on the Free Plan and add 51 or more devices?

Upon adding 51 or more devices, thereby exceeding the Free Plan's 50 free device limit, all devices added in excess of the 50 device limit will be visible in the ArborXR web portal but will be disabled and shown in the Pending tab of the device index page. You will not be able to manage them until you upgrade to the Standard or Premium Plan


When upgrading from the Free Plan to the Standard or Premium Plan, are the first 50 devices free?

No. Once you upgrade to the Standard or Premium Plan, you will be charged for all devices. 


How can I upgrade my subscription from the Free Plan to the Standard or Premium Plan?

  1. Navigate to Organization Settings.
  2. Select the Billing tab then navigate to Plans in the sub navigation side menu. 
  3. Above the plans table, toggle between Billed Monthly or Billed Annually, depending on which billing cycle meets your needs.

  4. Within the plans table, select Upgrade Plan under either the Standard Plan or the Premium Plan, depending on which plan meets your needs.
  5. This will open a modal from which you can specify your device limit.  After specifying your device limit, click Checkout.

    6 devices will be pre-filled as the minimum starting quantity, given 6 devices is the threshold that takes you from the Free Plan to the Standard or Premium Plan. We recommend proactively setting the device limit to the total number of devices you expect to setup with ArborXR in the immediate near future. 
  6. In the hosted checkout page that was opened as a new window, enter your name, email address, and billing address then click Next.
  7. Select between either Credit Card or Direct Debit (ACH) and enter required info.

    Direct Debit (ACH) is only available for customers based in the US. 
  8. Review your order then click Pay & Subscribe

What if I have upgraded to the Standard or Premium Plan and during the course of my billing cycle exceed my organization's device limit by setting up additional devices?

Upon exceeding your organization's device limit, all excess devices will be visible in the ArborXR web portal but will be disabled and shown in the Pending tab of the device index page. You will not be able to manage them until you increase your device limit. 

  1. Navigate to Organization Settings
  2. Select the Billing tab then navigate to Plans in the sub navigation side menu. 
  3. Click Increase Device Limit.

  4. This will open a modal from which you can specify your new device limit. After specifying your device limit, click Checkout.

    Your current count of devices will be pre-filled as the minimum starting quantity. We recommend proactively setting the device limit to the total number of devices you expect to setup with ArborXR in the immediate near future.  
  5. In the hosted checkout page that was opened as a new window, review your order then click Pay & Subscribe
Upon increasing your device limit, you will be charged a prorated amount for the new devices according to the amount of time left in your current monthly or annually billing cycle.

Can I upgrade my subscription from the Standard Plan to the Premium Plan? 

Yes. 

  1. Navigate to Organization Settings
  2. Select the Billing tab then navigate to Plans in the sub navigation side menu.
  3. Within the plans table, select Upgrade Plan under the Premium Plan.
  4. This will open a modal from which you can specify your device limit.  After specifying your device limit, click Checkout.

    Your current count of devices will be pre-filled as the minimum starting quantity. We recommend proactively setting the device limit to the total number of devices you expect to setup with ArborXR in the immediate near future.  
  5. In the hosted checkout page that was opened as a new window, review your order then click Pay & Subscribe.
Your subscription will be upgraded immediately from the Standard Plan to the Premium Plan. You will be charged a prorated amount according to your device limit and the amount of time left in your current monthly or annually billing cycle. 

Can I downgrade my subscription from the Premium Plan to the Standard Plan? 

Yes. 

  1. Navigate to Organization Settings
  2. Select the Billing tab then navigate to Plans in the sub navigation side menu.
  3. Within the plans table, select Downgrade Plan under the Standard Plan.
  4. This will open a modal from which you can specify your device limit.  After specifying your device limit, click Checkout.
Your subscription will be downgraded from the Premium Plan to the Standard Plan at the end of your current monthly or annually billing cycle. 

Can I update my subscription from a monthly billing cycle to annually, or vice versa?

Yes. There are two options, detailed below.

Update from monthly to annually:

  1. Navigate to Organization Settings
  2. Select the Billing tab then navigate to Plans in the sub navigation side menu. 
  3. Select the Billed Annually option. 
  4. Within the plans table, select Change Plan under either the Standard Plan or the Premium Plan, depending on which plan meets your needs
  5. This will open a modal from which you can specify your device limit.  After specifying your device limit, click Checkout.
Your subscription will be changed immediately from the monthly billing cycle to the annually billing cycle. You will be charged a prorated amount according to your device limit and the amount of time left in your current monthly billing cycle. 

Update from annually to monthly:

  1. Navigate to Organization Settings
  2. Select the Billing tab then navigate to Plans in the sub navigation side menu. 
  3. Select the Billed Monthly option. 
  4. Within the plans table, select Change Plan under either the Standard Plan or the Premium Plan, depending on which plan meets your needs. 
  5. This will open a modal from which you can specify your device limit.  After specifying your device limit, click Checkout.

Your subscription will be changed from the annually billing cycle to the monthly billing cycle at the end of your current annually billing cycle. 


How can I cancel my subscription to the Standard Plan or Premium Plan? 

  1. Navigate to Organization Settings
  2. Select the Billing tab then navigate to Plans in the sub navigation side menu. 
  3. In the Summary page, click Cancel subscription.

Your subscription will be cancelled at the end of your current monthly or annually billing cycle.

If I need to create multiple organizations, can I establish account hierarchy in terms of billing?

Yes. Account hierarchy enables the subscription of child organizations to be paid for and managed by a parent organization. This feature is relevant for customers who have created multiple organizations as a way to group and sandbox their devices and content by client or department, and would like to manage the subscriptions of all their organizations from one place and with a single payment method. 

For more information on ArborXR's multi-organization support, please see the Organizations FAQ
Option 1: Establish billing account hierarchy during the creation of the child organization
  1. When you are creating a new organization, select Map to existing billing account.
  2. Select the parent organization that should be responsible for billing from the Organization to bill dropdown.

Note 1: The organization that you are attempting to set as the parent responsible for billing must be on a paid plan with billing information on file. 

Note 2: You must be an Organization Owner in the parent organization in order to map billing during this step of the child organization creation process. If you are not an Organization Owner in any other organizations, the Organization to bill dropdown will be empty. 

Option 2: Establish billing account hierarchy after organization creation

You can establish billing account hierarchy after the fact provided the child organization is still on ArborXR's free plan:

  1. Navigate to the child organization's Organization Settings page then select the Billing tab.
  2. Select link billing  to parent organization beneath the Upgrade Plan button. 
  3. Select the parent organization that should be responsible for billing from the Organization to bill dropdown.

Note 1: The organization that you are attempting to set as the parent responsible for billing must be on a paid plan with billing information on file. 

Note 2: You must be an Organization Owner in the parent organization in order to map billing during this step of the child organization creation process. If you are not an Organization Owner in any other organizations, the Organization to bill dropdown will be empty. 


If I've established billing account hierarchy, how can I manage billing for child organization(s)?

  1. Navigate to the parent organization's Organization Settings then select the Billing tab.
  2. In the Child Subscriptions table, click on the Manage Billing button for the child organization in question.

  3. This will open the child organization's Billing page in a new browser window. Click Upgrade Plan

  4. Above the plans table, toggle between Billed Monthly or Billed Annually, depending on which billing cycle meets your needs.

  5. Within the plans table, select Upgrade Plan under either the Standard Plan or the Premium Plan, depending on which plan meets your needs.
  6. This will open a modal from which you can specify your device limit. After specifying your device limit, click Checkout

  7. Note: On clicking Checkout, the credit card on file for the parent organization will be charged.


    Some of our devices aren’t active, do I still have to pay for them?

    Yes. You will be billed based on your organization's device limit, not the number of devices you have setup with ArborXR. With that in mind, set your device limit to the number of devices you plan to setup with ArborXR in the near future.


    Which roles have permission to manage billing?

    Organization Owners and custom created roles with the manage billing permission can manage billing. For more information on the predefined roles offered by ArborXR, along with how to create custom roles, please see this article.  


    How is payment processed?

    We use Stripe to process your credit and debit card payment. 
    We use Plaid to process direct debit (ACH). 

    Have a suggestion or feature request? We'd love to hear!
    Message ArborXR