Accounts FAQ for Current Clients

Q: How do I update my payment details / credit card on file?

A: We'll send you a link via email to update your card details directly through our billing portal. If your account is currently in arrears, updating your details will also allow us to process any outstanding payments.

Q: My payment failed this month — what happens now?

A: If your monthly subscription payment is rejected (e.g. due to an expired card, insufficient funds, or an unauthorised transaction flag from your bank), your account will be placed in arrears. Our team will reach out to arrange payment. Please update your billing details as soon as possible to avoid any service interruption.

Q: Can I pause my Shortcuts subscription if I'm temporarily closing?

A: Yes, subscription pauses may be available depending on your plan and circumstances (e.g. temporary business closure or renovation). I can create a ticket for one of the team to contact you.

Q: I received an email from Stripe about a payment — is it legitimate?

A: Yes. Shortcuts uses Stripe to process monthly subscription payments. Notification emails from Stripe about upcoming charges or failed payments are genuine. If you're unsure I can escalate this call with one of our team.

Q: My invoice still shows the old owner's name. Can you update it?

A: Absolutely. Please provide your business and contact detials and we'll update the invoice details to reflect the currentinformation. For change of ownership requests, we'll also need to verify the previous owner is aware of and consents to the transfer.

Q: Can I get a breakdown of what I'm currently paying for?

A: Yes. We can provide a full breakdown of your current plan, including all features, add-ons (such as SMS bundles), and monthly costs. I'll create a ticket for our team to contact you with more information.

Q: When does my contract end and what are my options at that point?

A: At the end of your term, you typically have the option to renew, upgrade, downgrade, or (in some cases) cancel. We recommend talking to us before your term ends so we can make sure your plan still fits your needs. Would you like me to create a ticket for our team to reach out to chat?

Q: Can I downgrade or change my current package?

A: Yes, package changes are possible. If your business needs have changed (e.g. fewer staff, moving locations, or wanting different features), our Success team can review the options available on your account and advise on any cost implications. Would you like me to create a ticket for our team to reach out to chat?

Q: What's the difference between Shortcuts Fusion, Live, and Air?

A: Fusion is our desktop-based software with the full feature set, including advanced stock management, reporting, and marketing tools. Live is a cloud-accessible version. Air is our modern, cloud-first platform designed for simplicity, but currently does not include phone support and has a different feature set. Your Customer Success Manager can walk you through the key differences and help you decide which is right for your business. Would you like me to create a ticket for our team to reach out to chat?

Q: I'm thinking of switching to a competitor — can Shortcuts match their pricing or features?

A: We'd love the opportunity to understand what you're looking for before you make a decision. Our Customer Success team can review your current plan, discuss what competitors are offering, and explore whether there's a better-suited Shortcuts package for your needs. Would you like me to create a ticket for our team to reach out to chat?

Q: How many SMS messages do I have left this month?

A: Your Customer Success Manager can provide a breakdown of your SMS usage for the current and previous months. If you're planning a bulk SMS campaign, we recommend checking your remaining bundle first so you're aware of any potential overage charges. Would you like me to create a ticket for our team to reach out to chat?

Q: What does it cost if I go over my SMS bundle?

A: Each additional SMS beyond your monthly bundle is charged at a per-message rate. Keep in mind that longer messages can count as multiple SMS credits depending on character count. Would you like me to create a ticket for our team to reach out to chat further about this?

Q: Can I get a discounted rate for a large SMS campaign?

A: For very large bulk campaigns (e.g. 2,000+ messages), there may be options to discuss. PYour Customer Success team in advance of your campaign to review costs and ensure your bundle covers the volume you need. Would you like me to create a ticket for our team to reach out to chat?

Q: I'm selling my business — how do I transfer my Shortcuts account to the new owner?

A: Thanks for letting us know as soon as possible to begin the change of ownership process. We'll need to verify consent from both the current and incoming owner. If payments (such as EFTPOS terminals) are involved, those will need to be transferred separately. I'll create a ticket for our team to reach out to chat.

Q: I'm opening a new location — what do I need to do?

A: Our Customer Success team can reach out to discuss your options. This may involve adding additional terminals or licenses to your account, or setting up a new site. We can also help with data configuration, training, and any payments setup for the new location. Let me to create a ticket for our team to reach out and chat.

Q: I want to update my business name or contact details. How do I do this?

A: Your Customer Success Manager and provide the updated information. We'll update your account records and ensure all future correspondence goes to the correct details. Let me create a ticket for our team to reach out to chat?

Q: Can I export my client data if I leave Shortcuts?

A: Depending on your plan and when your account is cancelled, there may be options to export your client data before it is removed from our systems. Our Customer Success team can reach out to discuss this further. Let me to create a ticket for our team to reach out to chat.

Q: How do I cancel my Shortcuts subscription?

A: To begin the cancellation process, you Customer Success Manager will contact you directly. We'll confirm your contract end date, any notice period requirements, and walk you through the offboarding steps. Note that cancellations mid-contract may be subject to a buyout fee depending on your agreement. Let me create a ticket for our team to reach out to chat.

Q: I've already moved to another system — can I cancel immediately?

A: We understand things move quickly. Depending on your contract terms, immediate cancellation may or may not be possible, but we'll work to resolve this as efficiently as we can. Let me create a ticket for our team to reach out to chat?

Q: We're growing to multiple locations — what enterprise options does Shortcuts have?

A: Shortcuts has a dedicated Enterprise product (Enterprise Manager / Live) for multi-site businesses, with centralised reporting, head office management, and global client capabilities. Would you like me to create a ticket for our team to reach out to chat further about this?