Help Center

Pricing Structure

Your monthly bill consists of a base platform fee plus a per-employee charge. All prices calculated in the estimate and displayed on invoices include GST.

Two Billing Models

There are two billing models, and the "Billing Model" row on the Subscription page shows which one your account uses. "All Employees" (the standard model) bills for your active employee count, locked in at the start of each billing period. "Rostered Employees" bills only for employees who were actually rostered on at least one shift during the billing period — including event shifts — which suits businesses with a large casual pool where only some people work each month. The billing model is set by the RosterMates team, so contact us if you'd like to discuss switching.

Billing Cycle and the Billing Snapshot

Subscriptions are billed monthly, starting the day you add a valid payment method. To ensure fairness, the employee count for the month is confirmed on your billing date — the page shows a live estimate beforehand ("Estimated Total incl. GST"), and the final count is taken at billing time. On the Rostered Employees model, the page shows "Employees Rostered On (This Period)" so you can see the count building through the month.

Adding a Card

To activate your subscription, navigate to Settings → Subscription and click "Add Payment Method". We use Stripe for secure payment processing; your card details are never stored on our servers.

Address Search

When entering your billing details, start typing your address in the "Address Line 1" field and matching New Zealand addresses are suggested. Click the correct one to fill in your City, Region, and Postal Code automatically.

Updating Your Card

If your card expires or you wish to change payment methods, click "Update Payment Method". The new card will be used for all future payments. If your account was suspended due to a failed payment, updating your card will attempt to process the payment immediately to reactivate your account.

Security

All transactions are processed using industry-standard encryption. We accept major credit and debit cards including Visa and Mastercard.

Viewing Payment History

At the bottom of the Subscription page, the "Billing History" table displays past payments, the billing period covered, and the number of employees you were billed for.

Invoice Emails (Up to 5 Recipients)

In the Billing History card, the "Invoice emails" row lets you set up automatic invoice delivery. Click "Set Up" (or "Change") to open the Invoice Emails modal, where you can add up to 5 email addresses as a list — your accountant, your bookkeeper, and the owner can all get a copy. Every invoice is emailed as a PDF the moment it's created, and the same addresses are alerted straight away if a payment ever fails. You can turn this off at any time, in which case invoices remain available for download on the page.

Downloading Invoices

You can download tax invoices in two ways: click the download icon next to a specific payment row for a single invoice, or click "Download All Invoices" for a ZIP file containing the last 12 months.

Understanding Invoice Details

Sometimes the number of employees you were billed for differs from your current count. An info icon next to the employee count in the history table explains the difference between the "Billed Count" (snapshot taken at payment time) and the "Actual Count".

Free Trial — Up to 30 Days

New accounts start with a 14-day free trial with full access to all features and no credit card required. Completing the guided setup tutorial (the "Tutorial" button in the navigation) unlocks a one-time 16-day extension when you reach the Summary step — 30 days free in total. If your trial expires without a payment method, your account is restricted until payment details are added, but your data is kept.

Past Due & Suspended Accounts

If a scheduled payment fails (e.g. insufficient funds or an expired card), your status changes to "Past Due" and we retry the payment. If payment continues to fail, the subscription may be "Suspended", blocking access to roster features until a valid payment method is provided. If invoice emails are set up, those addresses are notified of the failed payment immediately.

Reactivating Your Account

To reactivate a suspended or past-due account, simply update your payment method. The system processes the outstanding charge and immediately restores your access.

How to Cancel

You can cancel your subscription at any time by removing your payment method — click "Remove Payment Method" on the subscription settings page.

Effect of Cancellation

When you remove your card, your subscription is set to cancel at the end of the current billing cycle, and you retain access for the remainder of the period you've paid for. After that, your account is restricted, but your data (rosters, employee details, history) is preserved should you choose to reactivate later.