# Support & Communication This section explains how to get help, find answers, and communicate with the ChaChing team. ## Documentation The ChaChing documentation is the primary source of guidance for both business users and developers. Use the documentation to: * Learn how to use the ChaChing dashboard * Understand customer, product, subscription, and invoice workflows * Explore API capabilities and integration details * Review onboarding, migration, and billing behavior Documentation is continuously updated as new features are released. ## Contact Support (Email) If you need direct assistance or encounter an issue that cannot be resolved through documentation, you can contact the ChaChing support team via email. **Support email:** **[support@chaching.io](mailto:support@chaching.io)** Use email support for: * Account or access issues * Migration or onboarding questions * Payment, invoice, or subscription problems * Unexpected system behavior or errors **When contacting support, include:** * Your account or tenant name * Relevant customer, subscription, invoice, or payment IDs * Screenshots or error messages (if applicable) * A short description of what you were trying to do and what happened instead This helps the support team investigate and respond faster. ## Frequently Asked Questions (FAQ) ### Getting Started & Onboarding **What happens to my existing Stripe subscriptions after migration?** After migration is confirmed, ChaChing takes over billing while preserving all historical Stripe data. Subscriptions continue billing on their normal renewal dates. **Can I onboard without connecting a Stripe account?** Yes. If you don’t have existing Stripe subscriptions, you can skip the migration step and start using ChaChing for new customers and subscriptions. **How long does the migration process take?** Migration time depends on the number of subscriptions and related data. During migration, ChaChing continues monitoring Stripe and imports any new subscriptions created. ### Customers **Can I add customers manually?** Yes. You can create customers directly from the Customers section and optionally add billing and shipping details. **Can I update customer information after creation?** Yes. Go to **Customers**, hover over a customer, select **View details**, and click **Edit customer**. **Can I delete a customer?** Yes. Customers can be deleted from the customer details page. Historical invoices and payments remain available for reporting and audit purposes. **Can I export customer data?** Yes. Customers can be exported in CSV or XLSX format with configurable date ranges and selected columns. ### Products & Pricing **What pricing models are supported?** Currently, ChaChing supports flat-rate pricing for recurring and one-off products. Additional pricing models will be introduced in future releases. **Can I create multiple prices for a single product?** Yes. Each product can have multiple pricing configurations with different billing periods. **Can I include tax in the product price?** Yes. You can choose whether tax is included or calculated separately when creating products or prices. ### Subscriptions **What subscription statuses are available?** Subscriptions can be active, trialing, scheduled, paused, cancelled, expired, or past due, depending on billing and payment state. **Can I pause or cancel a subscription?** Yes. From the subscription details page, you can pause or cancel an active subscription at any time. **Can I change a customer’s subscription plan?** Yes. You can modify subscription pricing or products depending on your current subscription configuration. ### Payments **How are payments processed in ChaChing?** Payments are processed using the customer’s default payment method or manually entered card details, depending on the workflow. **What happens when a payment fails?** Failed payments follow the retry rules configured in **Invoices & Subscriptions settings**. Depending on your configuration, subscriptions or invoices may be marked as past due, unpaid, or cancelled. **Can I charge a customer manually?** Yes. You can create one-time payments or charge open invoices directly from the dashboard. ### Invoices **What invoice statuses are supported?** Invoices can be draft, open, paid, void, or uncollectible, depending on payment and retry outcomes. **Can I send invoices by email?** Yes. Invoices can be emailed directly to customers, including a hosted payment page. **Can customers pay invoices online?** Yes. Customers can pay invoices using a secure hosted payment page. ### Transactions & Reporting **Where can I view transaction history?** All transactions are available in the **Transactions** section, with filters for status, customer, date, and amount. **Can I export transactions and invoices?** Yes. Both transactions and invoices can be exported in CSV or XLSX format. ### Users & Access Management **Can I invite team members to my account?** Yes. Owners and admins can invite users and assign roles with specific permissions. **What roles are supported?** ChaChing supports Owner, Admin, Developer, and Support Agent roles, each with predefined access levels. ### Security & Accounts **Is my payment data stored in ChaChing?** ChaChing does not store raw card details. Payment information is securely handled by connected payment providers. **Can I change my password settings?** Yes. They can be updated from the **Personal Details** section in Settings. **Can I change my language settings?** Chaching currently supports English only. Support for additional languages is planned for future releases. ### API & Developer Questions **Does ChaChing provide a REST API?** Yes. ChaChing provides a REST API for managing customers, subscriptions, invoices, and payments. **Are webhooks available?** Webhook support is planned and currently under development.