Question 1

What's included in the free trial?

Accepted Answer

Every new account gets 14 days of full access — no credit card required up front. During the trial you can install the SDK, create projects, run tests, invite teammates, and use every feature on every plan. When the trial ends, you'll be prompted to pick a plan and add a payment method to keep using Otter A/B.

Question 2

What happens when my trial ends and I haven't subscribed?

Accepted Answer

The account moves to an unsubscribed state — existing tests stop assigning new visitors, and you'll see a prompt to choose a plan when you sign in. Your data isn't deleted; you can subscribe at any time and pick up where you left off.

Question 3

How do the three plans differ?

Accepted Answer

The functional difference is the number of projects you can create. Starter allows 1 project, Growth allows 5, Scale is unlimited. All three include unlimited tests, unlimited visitors, every test type, every goal type, every integration, and every analytics feature. We don't price by visitor count — your traffic can grow without your bill growing.

Question 4

What's the API rate limit on each plan?

Accepted Answer

Starter: 100 requests per minute. Growth: 500 per minute. Scale: 2000 per minute. These limits cover server-side REST API usage; the in-browser SDK isn't subject to per-minute rate limits because it talks to a separately-scaled edge.

Question 5

Can I save by paying annually?

Accepted Answer

Yes. Annual billing is roughly 20% cheaper than monthly across all three plans. You pay one year upfront and the per-month effective rate drops. You can switch between monthly and annual any time from the customer portal.

Question 6

How do I upgrade or downgrade?

Accepted Answer

From Account Settings → Billing, click Manage Subscription. You'll land in the Stripe customer portal where you can change plans, switch billing intervals, update payment methods, and view invoices. Plan changes are prorated automatically by Stripe.

Question 7

What happens if I downgrade past my project count?

Accepted Answer

Otter A/B doesn't auto-delete projects to fit you into a smaller plan. If you have 4 projects on Growth and try to downgrade to Starter (1 project max), you'll need to delete or archive projects first to fit. The downgrade prompt surfaces the conflict explicitly.

Question 8

What happens if my payment fails?

Accepted Answer

Stripe attempts a few automatic retries over a couple of weeks. During this window the account is marked past_due — the dashboard shows a warning and tests continue running, but you'll see persistent reminders to update your card. If retries keep failing, the subscription ends and the account moves to an unsubscribed state. Update the card from the customer portal to resume.

Question 9

What does suspended mean and how do I unsuspend?

Accepted Answer

Suspended accounts have manually had access frozen — usually due to a billing dispute, an unresolved support escalation, or terms-of-service issues. It's distinct from past_due (which is automatic and tied to failed payments). Suspension can only be lifted by Otter A/B staff after the underlying issue is resolved.

Question 10

Can I cancel anytime?

Accepted Answer

Yes. From the customer portal, cancel the subscription. You keep full access through the end of the current billing period (you're not charged for the next period). After that the account moves to an unsubscribed state — same as a lapsed trial — but the data stays intact in case you come back.

Question 11

Where do I find invoices and receipts?

Accepted Answer

In the Stripe customer portal. Click Manage Subscription from Account Settings → Billing, then the Invoices tab. You can download PDFs of every invoice for your accounting. Email receipts are also sent to the billing contact on each charge.

Question 12

What are the welcome emails I'm getting from Mike?

Accepted Answer

When you sign up, Otter A/B sends a short series of emails over your trial — from &ldquo;Mike from Otter A/B&rdquo; — to help you get to your first test and your first result. The emails branch based on what you've already done: if you've installed the snippet, they push you toward launching a test; if you've launched a test, they encourage you to watch the first results come in. They're meant to be useful, not noisy.

Question 13

How do I stop the welcome emails?

Accepted Answer

Every email has an Unsubscribe link in the footer — one click and you're off the list. Upgrading to a paid plan also stops the series automatically, so paying customers don't keep getting trial nudges. Note that unsubscribing here only stops the onboarding series; transactional emails (invoices, password resets, team invitations) keep going regardless.

Question 14

Do you offer refunds?

Accepted Answer

If you're not happy in your first 30 days of paid subscription, email us and we'll refund the most recent charge. After 30 days we don't issue refunds for already-elapsed billing periods, but you can cancel any time to stop future charges.

Question 15

What tax handling do you support?

Accepted Answer

Stripe Tax handles VAT, GST, and US sales tax automatically based on the billing address you enter at checkout. EU customers can supply a valid VAT ID to be invoiced without VAT (B2B reverse charge). All taxes show up on the invoice as separate line items.

Billing & Plans

Billing & Plans

The three plans

Starter

Growth

Scale

Subscription states

Managing your subscription

Open Account → Billing

Click Manage Subscription

Make the change in Stripe, return to Otter A/B

Billing tips

Frequently asked questions