Billing & payments — Protocol CRM Help

How do I set up an auto-renewing subscription (e.g. bill every 2 weeks)?

On the purchase choose Subscription and set the renewal interval — “Weekly” × 2 = every two weeks, “Monthly” × 2 = every two months. Leave the end/expiry blank for an open-ended subscription. Don’t mark a renewing subscription “time-limited” — that forces an end date and breaks renewal. See Subscriptions & renewals.

Can I switch between monthly and annual billing?

Yes — monthly → annual any time; annual → monthly is pro-rated for the unused period.

Can you charge my monthly maintenance automatically?

Yes — with a card on file, automatic monthly billing is set up and you get an invoice each month with nothing to do manually. You can change the card or cancel any time.

How do I make one product tax-free when my shop has a default tax?

Create a separate 0% tax rate in Shop settings (name it e.g. “No tax”) and select it on the product. Leaving a product’s tax blank falls back to your default rate.

Why does my shop say Stripe isn’t integrated even after I added a key?

Both the publishable and the secret key are required, and the integration can drop if old and new keys mismatch (e.g. after rolling keys in Stripe). Re-enter both current keys.

My client says the payment link shows “expired” even though I just sent it — why?

This usually happens on the payment-provider side: pasting the link into Instagram/WhatsApp can make the app’s link-preview pre-open (and start) the payment session, so it times out before the client taps it. Send the link by SMS or email instead, and have the client open it right away.

When a client buys a subscription inside the app, how do they get program access?

Automatically — on an in-app Apple/Google purchase, program access is granted instantly with no action from you. Link the subscription to the program template so all subscribers see the same content; up to three levels can be offered, and subscriptions auto-renew monthly (access ends on expiry).

What uses AI credits, and how much do they cost?

AI actions — generating or editing workout/nutrition plans and weekly-report analysis — use metered credits; a full plan generation is a few cents to ~$0.30, while text/photo food logging is negligible. Each organisation gets included credits and can top up self-serve.