> For the complete documentation index, see [llms.txt](https://help.join.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.join.com/faqs/support.md). # Support ### Finance & Billing #### How to change billing information or payment method Billing information and payment methods can be updated at any time in the Stripe billing portal, found under **Settings → Billing → "View"** (top right of the Billing Settings section). **Important when entering a new address:** use the drop-down menu to select the address so the fields fill automatically. If the address does not appear in the drop-down, contact support. The Stripe portal supports: * Viewing paid and open invoices * Managing and removing payment methods * Setting a default payment method * Adding new payment methods (including SEPA Debit for subscriptions) More detail: [Payment and Billing](https://help.join.com/account-settings-and-billing/payment-and-billing) *** #### Invoice payment by bank transfer (Standard/Advanced plans) Payment of subscriptions by invoice (bank transfer) for new subscriptions or subscription changes is only available on the **Enterprise plan**. Accounts interested in upgrading can submit a request via the form under **Settings → Invoices** to the Account Management team. This applies especially to subscriptions with a job limit of more than 15. If an account is on the **Standard or Advanced plan** and invoice payment is still active (legacy), the following applies: * Plan or job limit changes are not possible while invoice payment is active. * To unblock changes, add an alternative payment method (e.g. credit card or SEPA direct debit) under **Settings → Invoices → Overview**. The method set as default there will be used for the subscription going forward. * If an alternative method is already on file but the blocking message persists, remove it and re-add it. This should resolve the issue. *** #### Invoice payment for Shop bookings Invoice payment (bank transfer) for Shop bookings is not automatically available and requires internal approval. To request it, support needs: * The total expected amount for the planned booking(s) * The specific package (job board / type of premium booking) and its value Once approved, the bank transfer option becomes selectable as a payment method at checkout in the Shop. **If invoice payment for a booking is denied:** only credit card is currently available for lower-value bookings. For subscriptions, SEPA Debit is available as an alternative. SEPA is not yet available for Shop bookings. *** #### Invoice payments only available in EUR Invoice (bank transfer) payments are only possible in EUR. Payments in other currencies require a credit card. If a non-EUR currency is needed, the account must set credit card as the default payment method first, then contact support before the next invoice is issued. *** #### How to remove a payment method A payment method can be self-removed via the Stripe portal: **Settings → Billing → "View"** (top right). The option to remove a payment method is available there, provided there is no active subscription and no open invoice tied to it. *** #### Account frozen due to unpaid invoice(s) When one or more invoices remain unpaid after multiple reminders, the JOIN account is temporarily and automatically suspended. In this state: * Job listings remain visible online * Candidates can still apply * Account features (e.g. applicant management) are frozen until all invoices are settled * The Stripe billing portal remains accessible at [join.com/auth/login](http://join.com/auth/login) To resolve: log in at [join.com/auth/login](http://join.com/auth/login) to access the Stripe portal, where open invoices can be viewed, downloaded, and paid. Alternative payment methods can also be added there. In some cases, an outstanding invoice can be paid with a different method by clicking the invoice and selecting from the available options (e.g. SEPA instead of credit card, or vice versa). Once payment is received, the finance team processes it and the account is automatically and fully reinstated. *** #### Debt collection via Debtist JOIN uses **Debtist** as its debt collection partner for overdue invoices. Once an account has been referred to Debtist, JOIN cannot provide further information about those specific invoices. All questions about the overdue amount and the process must be directed to Debtist directly. **Debtist contact (DE):** * Phone: +49 (0) 69 / 9675 5401 * Email: **Debtist contact (EN):** * Email: **If there are additional invoices not mentioned in Debtist's letter**, those should be settled directly with JOIN to avoid further escalation: * If the invoice shows JOIN's bank details at the bottom left: pay by bank transfer to the account shown on the invoice (also visible under **Settings → Invoices → Overview**). * If no bank details appear on the invoice: the payment method is not bank transfer. Add or update a payment method (credit card or SEPA) under **Settings → Invoices → Overview** and notify support. *** #### Credit card authorization / 3D Secure errors A common cause of failed card payments is an incomplete authentication step. Stripe uses **3D Secure** as a second-factor verification when adding a credit card. The authentication may redirect to the bank's website or require confirmation via phone. To avoid errors: * Complete the bank authentication step when adding the card * Ensure card number, CVV, and other details are entered correctly * If authentication fails, an error message will be displayed If 3D Secure is not functioning as expected, contact the card-issuing bank directly. Further reference: [3D Secure at Stripe](https://docs.stripe.com/payments/3d-secure) *** #### SEPA payment processing times SEPA direct debits typically take **up to 5 business days** to complete or activate. In rare cases, processing can take **up to 14 days**. During this time: * No payment confirmation email will be received yet — it is sent automatically once processing is complete * The invoice can already be viewed and downloaded under **Settings → Billing → "View"** * The subscription is already active — no action is needed Hovering over the payment status in the portal shows a note confirming the 5-day processing window. Invoice details also contain the 14-day notice. *** #### Overpayment refunds (cash balance surplus) If a refund is received that is not linked to any specific invoice or credit note, it is because the account had a positive cash balance (overpayment/surplus) due to previous bank transfers that exceeded the amounts due. The surplus is refunded directly. No separate refund receipt is issued for overpayment refunds of this type. A screenshot from the Stripe portal confirming the refund can be provided upon request by support. *** #### VAT appearing on invoices JOIN is based in Switzerland. The Swiss tax number **CHE-280.732.424 VAT** appears at the top left of all invoices. For invoices in a currency other than CHF: **VAT is shown on the invoice if no VAT ID number is stored in the account.** Previously, VAT was not always displayed in certain cases — this was a system error that has since been fixed for newly issued invoices. To remove VAT from future invoices: add a VAT ID number under **Settings → Invoices → Overview**. Once entered, future invoices will be issued without VAT and will display the reverse charge procedure accordingly. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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