Plans, billing & troubleshooting

Everything you need to know about plans, billing, exceeding limits, cancellation, and the most common technical issues — in one place.

1. Plan comparison

2. The 14-day free trial

Every paid plan starts with a 14-day free trial. No credit card required at signup — Shopify handles billing when the trial ends.

• Day 1–14: full access to your selected paid plan, no charge.
• Day 15: Shopify charges you the monthly fee for the first time.
• Cancel anytime before day 15 to avoid being charged.

3. Upgrading and downgrading

Change plans anytime from the billing screen.

• Upgrades take effect immediately. Shopify prorates the difference.
• Downgrades take effect at the next billing cycle. Until then, you keep the higher-tier features.

4. What happens at limits

Each plan has a manual limit. When you hit it:

• Existing manuals continue working — every QR already printed keeps serving customers.
• New manual creation is blocked until you upgrade or delete an old manual.
• The dashboard shows a warning banner with an upgrade CTA.

5. Cancellation and data deletion

To cancel: Settings → Plan → Cancel subscription. Or uninstall from the Shopify admin (auto-cancels).

What happens to your data:

• 30 days: data preserved. You can re-install and pick up where you left off.
• After 30 days: per GDPR, all your data is permanently deleted (manuals, scans, help requests, configuration).

6. Troubleshooting: QR won't scan

Diagnose in this order:

1. Print quality — is the QR sharp? Blurry or low-contrast prints fail. Reprint from the original PDF.
2. Size — is it at least 2 cm × 2 cm? Smaller QRs need newer phones.
3. Lighting — outdoor sun and very dim rooms both cause failures. Try in average indoor light.
4. Distance — hold the phone 10–20 cm from the QR. Too close, the camera can't focus.
5. Phone settings — some older Android phones need "QR scan" enabled in the camera app settings.

If the same QR scans on one phone but not another, it's a phone issue. If it fails on every phone, regenerate the QR from the manual editor and reprint.

7. Troubleshooting: manual not loading

Customer scans, page doesn't load. Check in this order:

1. Wi-fi or cellular — basic connectivity check. Manuals with embedded videos need wi-fi for first load on slow connections.
2. iOS Safari with strict tracking prevention — rare, but Safari sometimes blocks our analytics endpoint. Customer can refresh.
3. Manual deleted — if you deleted the manual after printing the QR, the page returns 404. Don't delete; archive instead.
4. App downtime — check status.unboxbridge.com. If we're down, you'll see a banner.

8. Troubleshooting: support emails not arriving

You're not seeing the help-request emails:

1. Spam folder — first thing to check. Add support@unboxbridge.com to your safe senders.
2. Wrong email in settings — Settings → Support email. Verify it's the address you actually monitor.
3. No requests yet — at low scan volume, expect roughly one help request per 50 scans. Be patient.
4. Email forwarding misconfigured — if you forward your support address into a helpdesk, verify the forwarding rule includes our sender domain.

9. FAQ