Accounts FAQ for Current Clients

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

A: Contact our Customer Success team and request a secure payment update link. 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). Please contact your Customer Success Manager to discuss the options available to you and any applicable timeframes.

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, contact our team before clicking any links and we'll confirm the details for you.

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

A: Absolutely. Please contact your Customer Success team and we'll update the invoice details to reflect the current business owner's information. 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. Your Customer Success Manager can provide a full breakdown of your current plan, including all features, add-ons (such as SMS bundles), and monthly costs. Just reach out and we'll walk you through everything.

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

A: Your Customer Success Manager can confirm your exact contract end date. At the end of your term, you typically have the option to renew, upgrade, downgrade, or (in some cases) cancel. We recommend reaching out before your term ends so we can make sure your plan still fits your needs.

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), speak with your Customer Success Manager who can review the options available on your account and advise on any cost implications.

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

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. Aire 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.

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. Please reach out before cancelling so we can have that conversation.

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.

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. Contact your Customer Success Manager for the current overage rate on your plan.

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. Please contact your Customer Success team in advance of your campaign to review costs and ensure your bundle covers the volume you need.

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

A: Please contact your Customer Success Manager 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.

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

A: Contact your Customer Success team 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.

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

A: Please contact 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.

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. Please contact your Customer Success team as early as possible if you need to arrange a data export.

Q: How do I cancel my Shortcuts subscription?

A: To begin the cancellation process, please contact your Customer Success Manager 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.

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

A: We understand things move quickly. Please contact us as soon as possible so we can begin the offboarding process. 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.

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. Contact our team to discuss your growth plans and what an enterprise setup would look like for your group.