SUPPORT
How can we help?
Find answers about billing, AI credits, and the contact database lock. If you need account-specific help, email us or reach out through the app.
Email support
support@cadencetechnologies.app
Billing & refunds
Paddle is our Merchant of Record. Visit paddle.net or email us and we will raise the request with Paddle.
Account help
Signed-in users can find workspace-specific support inside the Cadence app.
Billing
- How does the 1 month free trial work?
- Every paid plan starts with a full month free. You get the complete plan — contacts, sends, templates and the AI assistant — and your card is only charged when the trial ends. Cancel any time before then and you pay nothing.
- What is the money-back guarantee?
- Every charge, including renewals, is covered for 30 days. Request a refund through Paddle, our Merchant of Record, and it goes back to your original payment method. See our Refund Policy for details.
- Can I change plans or cancel?
- Yes. Upgrades apply immediately and are charged pro-rata; downgrades take effect at the end of your billing period. You can cancel from your workspace billing settings at any time.
- Who handles payments, tax and invoices?
- Paddle.com is our online reseller and Merchant of Record. Paddle processes payments, applies tax, issues invoices and handles returns on behalf of International Awards Group Ltd.
AI credits
- What are AI credits?
- AI credits cover calls to the AI assistant — writing campaigns, suggesting segments, fetching web pages, and generating brand assets. Every plan includes a monthly allowance; when it runs out you can buy a top-up pack.
- How many AI credits come with my plan?
- Monthly allowances are: Free 5, Starter 40, Team 120, Growth 300. Unused credits roll over and never expire.
- How much do extra AI credits cost?
- Add-on packs are available on every plan at $0.35 per credit: 100 AI credits ($35), 250 AI credits ($88), 500 AI credits ($175). Buy them from the Billing tab inside Cadence.
- What happens if I run out of AI credits?
- The campaign chat pauses until you top up or your next monthly allowance arrives. You can still send emails, edit drafts, and review analytics; only AI-assisted generation is paused.
Contact database lock
The lock is unique to Cadence. Mailchimp, Wix Email Marketing and most other tools let every seat see and export the full list. Cadence lets you seal it to the owner and named admins only.
- What does locking the contact database do?
- When the database is locked, only the workspace owner — plus any admins they explicitly grant access to — can open the Contacts page or export the list. Members cannot see, edit, or download contacts.
- Can members still send campaigns if the database is locked?
- Yes. Members can create campaigns, choose audiences by tags or segments, add new contacts one at a time, and review analytics. They just cannot browse or export the underlying contact database.
- How do I give an admin access to contacts?
- Go to Contacts, turn on the lock, then use the dropdown to grant access to individual admins. You can revoke access at any time. If no admin is selected, only the owner can see the database.
- Is the lock enforced in the database or just the UI?
- It is enforced at the database level through row-level security. Even if someone tried to query the API directly, they would be blocked unless the policy explicitly allows them.
Still need help?
Email support@cadencetechnologies.app and we will get back to you as soon as possible. For billing issues, we can also raise a request with Paddle on your behalf.