Frequently Asked Questions

Here are some of the questions our customers most frequently ask.

• Do I need my own payment gateway?

  The Recurly Gateway is included for US merchants at no additional cost. If you are outside the US, or would like to use your own payment gateway, please see our list of supported gateways.

• How do I get paid?

  Since you own your own merchant account, the subscribers’ funds get deposited directly into your account. You should expect to receive your money within a few business days of the transaction depending on your bank.

• Do the Recurly fees include the Merchant Service fees?

  No. You are responsible for your merchant account fees.

• What is a transaction?

  Recurly charges on a per-transaction basis. A per-transaction fee will be assessed against successful payments, refunds, voids, authorizations, and declines. Recurly does not charge for transactions that failed due to a gateway connection issue.

• My customers are global, will this work for everyone?

  The location of your business is critical in selecting your payment gateway provider. However, your customers may come from all over the globe.

• Does Recurly support foreign currencies?

  Yes, we support the US dollar (USD), Canadian dollar (CAD), Australian dollar (AUD), euro (EUR), pound sterling (GBP), Czech koruna (CZK), Danish krone (DKK), Hungarian forint (HUF), Norwegian krone (NOK), New Zealand dollar (NZD), Polish zloty (PLN), Singapore dollar (SGD), Swedish krona (SEK), Swiss franc (CHF), and South African rand (ZAR).

• Is there a setup fee to use Recurly?

  No. You may sign up and start integrating with Recurly for free. We only charge our fees once you’re ready to start collecting money and you sign up for a Recurly subscription.

• Can I create subscriptions without billing information?

  No. Recurly is designed to handle paid subscriptions, so an account must have billing information before a subscription (including trial, fully discounted, or free subscriptions) may be created.

• What happens to accounts (customers) that subscribe to a plan if I change the price or delete the plan?

  Recurly supports price grandfathering. When a subscription plan changes, your exisiting subscribers will remain grandfathered in at the terms they agreed to. New subscribers will be subscribed with the updated pricing terms. Price grandfathering does not apply to changes in bill cycle (ie, monthly to yearly), however, so changes to billing frequency should be made with a new subscription plan.

• Does Recurly support one-time transactions as well?

  Yes, we have a one-time transaction API. You can submit one-time charges for immediate collection. You can also submit charges at any time that will be rolled up and collected when a subscription renews.

• Can I accept check payments in my Recurly site?

  No. Recurly only supports credit card payments and PayPal payments (for approved merchants today). You will not be able to log check payments inside of Recurly.

• Can we change our company/site name?

  Absolutely! You can change your company name or information in your site settings.

• How do my customers login to change information?

  Your customers can log in at your-subdomain.recurly.com to view their invoices, update billing information, or cancel/reactivate subscriptions.

• Can I accept PayPal payments?

  Yes. Recurly offers PayPal as a payment method for approved merchants. Please contact our support team for more information.

• Are you PCI compliant?

  Yes. Recurly is PCI-DSS Level 1 compliant as a service merchant provider. Security is a top priority for Recurly. To that end, we meet and exceed all industry-standard payment security practices to protect you and your customers.

• Do I need to be PCI compliant?

  Yes. Your merchant bank account requires your business to be PCI Compliant, and Recurly helps you meet those requirements. See our Security documentation for more details.

Can’t find what you’re looking for? Please contact our support team.