Account & billing

I paid but my account still says free

If you paid for Kopperfield but your dashboard still shows the Free plan, the payment has almost always landed on a different login or a different account than the one you are looking at. These checks take a couple of minutes, and if none of them fix it we will connect the subscription for you.

Check what your plan says

1. Open your dashboard and click Settings at the bottom of the left menu.
2. Click Subscription.
3. Look at the Current plan card. A free account shows "You are on a Free plan." A paid account shows your plan name and price, and the Billing settings card shows your next renewal date.

Check which email you signed in with

The most common cause is paying with one email address and signing in with another, for example a work address at checkout and a personal Gmail on your phone.

Your signed-in email is shown under your account name at the top of the left menu. If it is not the email you entered at checkout:

1. Go to Settings and click Logout.
2. Sign in again with the email address you used at checkout.
3. If you normally use Sign in with Google, use it again with the same Google account.
4. Open Settings, then Subscription, to check your plan.
5. Still free? Try signing in with any other email addresses you might have used.

Not sure which email your account uses? Search your inbox for an email with the subject Welcome to Kopperfield from team@kopperfield.com. It was sent to your account email address.

Check you are in the right account

A login can belong to more than one account. When yours does, a small switch icon appears next to the account name at the top of the left menu.

1. Click the account name.
2. In Select Account, choose the account you paid for.
3. Open Settings then Subscription again.

If you only just paid

1. Refresh the page, or log out and back in.
2. If you paid from the pricing page, finish the setup steps shown after checkout. Closing the page before setup finishes can leave the payment without an account to attach to.

Please do not pay a second time

Checking out again can create a second subscription on another email. If the steps above do not work, email us instead and we will sort it out.

Still showing free?

Email support@kopperfield.com with:

• The email address you entered at checkout.
• The email address you sign in with.
• Your receipt or invoice, if you have one.

We will link the subscription to your account and let you know when it is done.

I can't find my document

Documents in Kopperfield are rarely lost. Most of the time a missing load calculation, diagram or panel schedule has been archived, is sitting in a different account, or was made in the free tool under another email. Work through these checks in order.

Check whether it was archived

Archived documents are hidden from your lists, but they are not gone.

1. Open the list for that tool in your dashboard: Load calculations, Single line diagrams, Panel schedules or Fault current calculations.
2. Click the search box at the top of the list and type archived.
3. Choose Archived is True. Your archived documents appear.
4. Open the document and click Unarchive to put it back in the normal list.

For load calculations, also try Draft is True. A calculation that was started but never saved stays a draft and is hidden from the list.

Check the email and account

Documents belong to the account they were made in. Your signed-in email is shown under the account name at the top of the left menu.

• If you have used more than one email address, log out and sign in with the other one.
• Not sure which email your account uses? Search your inbox for an email with the subject Welcome to Kopperfield from team@kopperfield.com. It was sent to your account email address.
• If a switch icon appears next to the account name, click the name and pick another account in Select Account.

If your login code does not arrive when you try another email, check your spam folder for Your one-time login code for Kopperfield. It may come from login@stytch.com.

Documents made before you had an account

When you create your account, Kopperfield moves in the documents you made in the free tools using the same email address. A document made under a different email is not moved automatically.

If you are signed in and use the free load calculator, the page warns that the calculation will not be saved to your dashboard. Use Load calculations in the dashboard instead.

Changes you did not save

If you closed a load calculation or diagram without saving, reopen it on the same device and browser within a day. If you see Restore unsaved changes?, choose Restore, then save.

Still missing?

Email support@kopperfield.com with:

• The email address you sign in with, and any other email you might have used.
• The type of document and the job address or title.
• Roughly when you made it, and the link if you still have it.

We will look into locating it for you.

Adding and removing team members

Everyone on your team should have their own Kopperfield login. You manage who is on the account from the Team page in Settings, where admins can invite people, change their role and remove them.

Before you start

• Inviting teammates needs a paid plan. On the Free plan the + Invite others button is greyed out.
• The Residential plan includes 1 user. Residential Pro and Commercial Pro include 3 users. You can add more on any plan.
• You need permission to invite people, and admin rights to change roles or remove someone.

If your Team page only lists your team with a note asking you to contact us, email support@kopperfield.com and we will add or remove people for you.

Invite a teammate

1. In your dashboard, click Settings, then Team.
2. Click + Invite others.
3. Under Add emails, enter one or more email addresses, separated by commas.
4. If it is shown, pick a role under Select a role: Admin or Member.
5. Click Continue and invite.

Each person gets an email to finish setting up. Until they sign in and add their name, they show as Invited on the Team page.

What it costs

The banner at the top of the Team page tells you where you stand:

• "You have space for 2 more users" means you have paid seats that are not in use yet. Inviting someone into an open seat costs nothing extra.
• "Add a new member for" followed by a monthly price means a new person adds a seat. Your billing updates straight away and is prorated with your current plan.

You can check your total users any time under Settings, then Subscription.

Invite someone from a document

When you click Share on a document, choose Invite team member to edit. This adds the person to your account using an open seat, or updates your billing if there are none. To send a copy without adding anyone, choose Send PDF via email only instead.

Remove a teammate

1. Go to Settings, then Team.
2. Find the person and open the role menu next to their name (it shows Admin or Member).
3. Choose Remove.
4. In Remove team member?, click Remove.

They lose access to the dashboard and stop receiving notifications straight away. If you remove a paid seat, your billed user count goes down at the end of your current billing period.

Your team always needs at least one admin. To remove the last admin, make someone else an admin first.

I can't log in

Most login problems come down to the email address. Kopperfield finds your account by the email you signed up or subscribed with, so a different address looks like a new, empty account.

Find the email your account uses

1. Search your inbox for an email with the subject Welcome to Kopperfield from team@kopperfield.com. It was sent to your account email address.
2. Sign in to Kopperfield with that address.
3. If that does not work, try any other email addresses you might have used.

If you signed up with Google or Microsoft

• Google: click Sign in with Google again and choose the same Google account.
• Microsoft: Microsoft sign-in is no longer offered. Enter the email address of your Microsoft account and sign in with the code we email you.

If your login code does not arrive

1. Check your spam or junk folder for Your one-time login code for Kopperfield. It may come from login@stytch.com.
2. Wait a minute, then ask for a new code.
3. If you have a phone number on your profile, you can choose to get the code by text instead.

Still stuck?

Email support@kopperfield.com from the address you are trying to use, and tell us any other emails you might have signed up with.

Canceling your subscription

You can cancel your subscription yourself from the billing page. Use a computer for this: the billing page opens from your dashboard settings.

Cancel your subscription

1. In your dashboard, click Settings.
2. Click Subscription.
3. Click Manage billing to open the billing management page.
4. Click Cancel subscription and confirm.

Canceling this way makes sure everything processes correctly.

What happens next

• You keep your paid features until the end of your current billing period.
• After that, you can still open and view your documents, and archive them. Downloading, printing, sharing and editing need an active subscription, so download anything you need before your plan ends, or reactivate to get it later.