Managing Membership + Billing

Where to find it:

Right rail / account menu > My Account > Settings > Preferences

Description

You can review and manage your EPX membership from your account settings.


For general membership changes, go to:

My Account > Settings > Preferences

From there, you can review your current membership and adjust it if options are available for your account.

Some billing questions are account-specific and may require support review. These include refunds, cancellations, failed payments, duplicate charges, invoice questions, payment method issues, and membership access questions.

Claire can help with billing questions and route account-specific issues to the right support specialist.

For billing help, use the support icon in the bottom-right corner of the screen. Include the email on your EPX account, what you were trying to do, and what billing issue you are seeing. Do not include full payment details in screenshots or messages.


Where do I find my membership settings?

Go to:

Right rail / account menu > My Account > Settings > Preferences

In Preferences, you can review your current membership and any available membership adjustment options.


How do I change my membership?

To check whether membership changes are available for your account:

  1. Open the right rail or account menu.
  2. Select My Account.
  3. Select Settings.
  4. Open Preferences.
  5. Review your current membership and available options.

If you do not see the option you need, contact support through the support icon.


Why do I not see a membership change option?

You may not see a membership change option if:

  • your account requires manual review
  • your membership is connected to a business account
  • your plan is managed by an EPX account contact
  • your membership has custom terms
  • your billing status needs review
  • the option is not available in self-service settings

If you believe you should be able to make a change, contact support with the email on your EPX account and what you are trying to change.


Can Claire help with billing?

Yes. Claire can help you understand general billing steps, find your membership settings, and collect the right details when your issue needs support review.

Claire can help route questions about:

  • membership changes
  • cancellations
  • invoices or receipts
  • failed payments
  • duplicate charges
  • refund requests
  • payment method questions
  • membership access issues

For account-specific billing help, include the email on your EPX account and a short description of the issue. Do not send full payment details.


Can I update my payment method?

Payment method options may depend on your account type and billing setup.

Start by checking:

My Account > Settings > Preferences

If you do not see a payment method option, contact support for help. Do not send full credit card, bank, or payment details in chat, screenshots, or email.


Who processes EPX payments?

EPX uses Braintree for billing and payment processing.

Members should only enter payment information in approved EPX payment or account settings areas.


Can I get an invoice or receipt?

For invoice or receipt questions, contact support.

Include:

  • the email on your EPX account
  • the billing period or charge date
  • the amount, if known
  • whether you need a receipt, invoice, or billing correction

Do not include full payment card details.


What if I was charged twice?

If you believe you were charged twice, contact support for account review.

Include:

  • the email on your EPX account
  • the approximate charge date
  • the amount
  • a short description of what happened
  • a screenshot if useful, with sensitive payment details hidden

Do not send full credit card, bank, or payment details.


What if my payment failed?

If your payment failed, check whether your payment method is current and whether your membership settings show any available next step.

If you still need help, contact support with:

  • the email on your EPX account
  • the date of the failed payment
  • any error message you saw
  • what you were trying to purchase or renew

What if I want to cancel?

Cancellation options may depend on your membership type, account status, business account setup, or agreement.

Start with:

My Account > Settings > Preferences> Delete Account

If you do not see a cancellation option or the account is business-managed, contact support. Support can review the account and route the request appropriately.


What if I want a refund?

Refund requests require account review

Contact support and include:

  • the email on your EPX account
  • the charge date
  • the amount
  • the reason for the request
  • any relevant screenshots, with sensitive payment details hidden

Do not assume a refund is approved until support confirms the outcome.


Why does my membership access not match my billing?

If your membership or feature access does not match what you believe you purchased, contact support.

Include:

  • the email on your EPX account
  • the membership or feature you expected
  • what you can currently access
  • any receipt or confirmation details
  • screenshots if helpful

Support may need to review your plan, account status, seat assignment, or billing record.


What should I include when contacting support about billing?

Include:

  • the email on your EPX account
  • what billing issue you are seeing
  • what you were trying to do
  • the charge date or billing period, if relevant
  • the amount, if relevant
  • any error message
  • screenshots, with sensitive details hidden

Do not include full payment card, bank, or private financial details.

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