FAQ for FogBugz and Kiln On-Demand Subscription and Billing



This article covers the most Frequently Asked Questions (FAQ) about FogBugz and Kiln On-Demand Subscription and Billing, with topics ranging from pricing and payment options to subscriptions, renewals, and cancellations.



Frequently Asked Questions and Answers


How much does FogBugz On Demand cost?

At first, it’s free. During the 14-day trial period, you don’t have to give any credit card information if you don’t want to. Once the free trial ends, you will select the number of users you need, extra modules and either a monthly or annual subscription.




For detailed cost information review our pricing. Once you have chosen the cost plan you can change your subscription accordingly.


What if I need more users?

If your usage needs to grow beyond the selected plan, you can alter your subscription at any time. You will be charged the pro-rated difference for either your monthly or annual plan at that point. See more details about how to Change Subscription Plan and Optional Modules for FogBugz and Kiln On-Demand.

When do I need to pay for my account?

We only start billing you after the end of your free trial. When you create a trial of FogBugz, you’ll have fourteen days to try it before you need to select a plan or add payment information. When your free trial ends, you’ll start a paid monthly or annual subscription depending on your needs. This date will be your renewal date going forward. Each month or year, your account will automatically renew. You can cancel the renewal at any time in the Your FogBugz Account section of FogBugz.

What if I end my account in the middle of my subscription?

If you’re past the free trial period, and you cancel your account in the middle of your subscription term, you’ll continue to have access to FogBugz until the end of your subscription. However, the renewal will be canceled, and your account will become disabled after the end of your subscription term (monthly or annual).

How can I move my account to a current FogBugz or Kiln subscription?

If you are currently paying for FogBugz or Kiln per user and would like to move to a monthly or annual subscription, please contact your account manager to select the right tier and subscription term for your needs, or read about out how to Change Subscription Plan and Optional Modules for FogBugz and Kiln On-Demand.


How do users work?

You can share your FogBugz On Demand account with other people by making them users. Each user corresponds to one individual human being who can log in and use FogBugz. You can make a user an administrator for your site or a regular (a.k.a. normal) user, and you can limit his or her permissions in various ways. Only active users can log in, and only active users count towards your billing.

You can deactivate and reactivate users at any time. So, for example, if you have a tester working for you for a few months at a time, you can deactivate her account while she’s away to save costs.

Read more about User Account Management in FogBugz On-Demand.


How can I stop from accidentally adding lots of active users and going bankrupt?

Any administrator can increase or decrease the number of allowed users by the chosen user tier plan. No one can activate users beyond this limit of the chosen plan.
What type of payment do you accept?
FogBugz Software accepts all major credit cards. If you prepay for a year in advance, you can also pay with a check, corporate purchase order, money order, or bank wire transfer. If paying by purchase order or bank wire transfer, please contact our Billing Team and we’ll send you further instructions.

What is your refund policy?

If you’re past the free trial, and your trial period ended less than 90 days ago, just let us know, and we’ll refund everything you’ve paid us. Otherwise, just hit the Cancel link on the Your FogBugz Account page, and we’ll pro-rate you for the used portion of the current month and close your account. The FogBugz Promise: If you’re not satisfied, for any reason, within 90 days you get a full refund, period, no questions asked. We don’t want your money if you’re not amazingly happy.

What happened to the per-user pricing?

The pricing for new accounts to allow for monthly and annual subscriptions with team-based pricing was updated. If you are currently on the per-user model, please contact our Renewals Team to find out which plan would work best for your needs.

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