Support Center

When you create an Organization on Mallnline, it starts on the free Starter plan. To unlock more Malets, larger teams, and lower commission rates, you can upgrade to the Pro plan during Organization creation or from your billing dashboard.

Creating an Organization with Pro

The fastest way to get started with Pro is during the Organization creation flow:

  1. Navigate to Become a Malet Owner (/owner/register) or the Pricing page.
  2. Select the Business & Team card and click Create Organization.
  3. Fill in your Organization name, URL handle, and category.
  4. Click Create & Continue to Payment.
  5. Enter your payment details on the secure checkout page powered by Stripe.
  6. Once confirmed, click Go to Dashboard to see your active Pro plan.

TIP

If you've already created an Organization, the Become a Malet Owner page will recognize it and show your current plan status instead of the generic pricing cards. You can go directly to Manage Billing from there.

Viewing Your Plan Status

To see your current subscription:

  1. Switch to your Organization context using the account switcher in the top navigation.
  2. Go to Settings → Billing (/orgs/your-handle/billing).
  3. You'll see your current plan, billing status, and next renewal date.
Field Description
Plan Starter, Pro, or Enterprise
Status ACTIVE, TRIALING, CANCELED, or PAST_DUE
Next Billing Date When your subscription renews

What Each Plan Includes

Feature Starter (Free) Pro ($29/mo) Enterprise (Custom)
Malets 1 Up to 5 Unlimited
Team Members 3 10 Unlimited
Commission 8% 5% 3%
Custom Domain ✗ ✓ ✓
Custom RBAC ✗ ✓ ✓
Priority Support ✗ ✓ ✓

Troubleshooting

My Organization shows "Starter" even though I just paid for Pro

This can happen if the checkout page was opened with an incorrect Organization reference. Try these steps:

  1. Go to your billing dashboard at /orgs/your-handle/billing.
  2. Check the Status field — it should say ACTIVE with plan name Pro.
  3. If it still shows Starter, try logging out and logging back in to refresh your session.
  4. If the issue persists, contact Mallnline Support with your Organization name and the email associated with your account.

NOTE

When you create an Organization, Mallnline automatically provisions a free Starter subscription. When you upgrade to Pro, the platform always returns the highest-value active plan — so your Pro subscription takes priority over the Starter.

I was able to refresh the checkout page and subscribe again

The checkout page now detects if your Organization already has an active paid subscription. If it does, you'll see a confirmation message instead of the payment form. You will not be charged twice.

IMPORTANT

If you believe you were charged multiple times, check your email for Stripe receipts and contact Mallnline Support immediately. The platform has safeguards to prevent duplicate charges, but if a payment was processed before these protections, we will resolve it promptly.

The "Go to Dashboard" button went to a page that doesn't exist

This was a known issue where the dashboard link used an internal identifier instead of your Organization's URL handle. This has been fixed — the button now takes you directly to your billing dashboard at /orgs/your-handle/billing.

I see an error when creating an Organization with a name that's already taken

Each Organization has a unique URL handle (e.g., mallnline.com/orgs/your-handle). If the handle is already in use, you'll see a message: "An organization with this slug already exists." Try a different name or adjust the URL handle field.

Upgrading from Starter

If your Organization is on the Starter plan and you want to upgrade:

  1. Go to Settings → Billing (/orgs/your-handle/billing).
  2. Click Upgrade Plan.
  3. Complete the checkout process with your payment details.
  4. Your limits are increased immediately — no restart or waiting period required.

Canceling Your Subscription

You can cancel your Pro subscription at any time:

  1. Go to Settings → Billing (/orgs/your-handle/billing).
  2. Click Cancel Subscription at the bottom of the page.
  3. Confirm the cancellation.

WARNING

Your Pro benefits remain active until the end of your current billing period. After that, your Organization reverts to the Starter plan. If you have more Malets or team members than the Starter plan allows, additional Malets will be paused and extra members will lose access until you upgrade again or reduce usage.

Managing Payment Methods

You can add, remove, and change your default payment method from the billing dashboard.

Adding a Payment Method

  1. Go to Settings → Billing (/orgs/your-handle/billing).
  2. Click Add Payment Method.
  3. Enter your card details on the secure form powered by Stripe.
  4. The new card will appear in your payment methods list.

NOTE

You can store up to 5 payment methods per Organization. If you've reached the limit, remove an unused card before adding a new one.

Setting a Default Payment Method

  1. On the billing page, find the card you want to use as default.
  2. Click Set Default on that card.
  3. Future subscription renewals and invoices will use this card.

Removing a Payment Method

  1. On the billing page, click Remove on the card you want to delete.
  2. Confirm the removal in the dialog.

IMPORTANT

You cannot remove your default payment method or your last remaining card while you have an active subscription. To remove a default card, first set a different card as default.

Billing Security

Your billing data is protected with organization-level access controls:

  • Only organization members can view invoices, payment methods, and subscription details. Users outside your organization cannot access your billing information.
  • Payment method changes (adding, removing, setting default) require active organization membership.
  • All payment processing is handled securely by Stripe — Mallnline never stores your full card numbers.

Need Help?

If you're experiencing billing issues or unexpected charges, contact Mallnline Support with:

  • Your Organization name and URL handle
  • The email address on your account
  • Any Stripe receipt emails you received

We'll investigate and resolve your issue promptly.