---
title: "Your Vivlab account: common cases"
description: "Change plan, replace a card, get your invoices, cancel, secure sign-in, set your emails, refer a merchant and contact support: the exact settings for each situation."
url: https://docs.vivlab.com/en/guides/account
---
# Your Vivlab account
Each case gives the exact settings. Account settings open in the **Settings** window: your avatar at the bottom of the sidebar, then **Settings**.
| Your situation | Case |
| ------------------------------ | --------------------------------------------------------------------------------- |
| See or change your plan | [See what a plan includes and change it](#see-what-a-plan-includes-and-change-it) |
| Pay less | [Move back to a cheaper plan](#move-back-to-a-cheaper-plan) |
| Bank card expiring | [Replace an expiring card](#replace-an-expiring-card) |
| Accountant wants invoices | [Send your invoices to your accountant](#send-your-invoices-to-your-accountant) |
| You are closing your site | [Cancel your subscription](#cancel-your-subscription) |
| A partner manages the store | [Give a colleague access](#give-a-colleague-access) |
| Someone is using your account | [Take back control of your account](#take-back-control-of-your-account) |
| Second check at sign-in | [Turn on a passkey check](#turn-on-a-passkey-check) |
| Stock running out | [Get warned when stock runs low](#get-warned-when-stock-runs-low) |
| An email for every order | [Get notified of a new order](#get-notified-of-a-new-order) |
| Too many customer email copies | [Stop copies of shipping confirmations](#stop-copies-of-shipping-confirmations) |
| A colleague prefers English | [Change the dashboard language](#change-the-dashboard-language) |
| Recommend Vivlab | [Refer another merchant](#refer-another-merchant) |
| A problem to report | [Contact support and follow the reply](#contact-support-and-follow-the-reply) |
| This month's sales and visits | [Read your monthly sales and visits](#read-your-monthly-sales-and-visits) |
## See what a plan includes and change it
**Example**: from showcase site to online store, billed yearly.
1. In the **Billing** pane of the **Settings** window, **Included in your plan** sums up your current plan. Click **Change subscription**.
2. Choose the **Plan type** **E-commerce** and tick **Choose yearly billing (2 months free)**. **Compare every feature in detail** lists what each plan includes (products, languages, loyalty, Amazon and Faire plugins…).
3. Click **Choose subscription**, check the summary, then **Subscribe and pay**.
**Result**: the new plan applies right away, prorated over your paid period and minus your available credit.
Learn more: [Subscription and billing](https://docs.vivlab.com/en/sections/account-billing.md#subscribe-or-change-plan).
## Move back to a cheaper plan
**Example**: winter is quiet, you go back to monthly billing on a lower plan.
1. Check in the [Usage](https://docs.vivlab.com/en/sections/account.md#check-whether-your-plan-is-enough) pane that your pages and products fit the new plan.
2. In the **Billing** pane, **Change subscription**: choose the lower plan or untick yearly billing.
3. Read the effective date and click **Confirm the change**.
**Result**: nothing is charged; the current plan runs until the end of the period, then the new one takes over. **Cancel the change**, under the banner, undoes it.
Learn more: [Subscription and billing](https://docs.vivlab.com/en/sections/account-billing.md#move-to-a-cheaper-plan-or-to-monthly-billing).
## Replace an expiring card
**Example**: your new card expires in 09/2029.
1. In the **Billing** pane, **Payment methods**, click **Update**.
2. Enter the new card, or an IBAN for **SEPA Direct Debit**, and confirm with **Update**.
**Result**: the next charges use this method. After a failed charge, act quickly: an unpaid subscription can get your site suspended.
Learn more: [Subscription and billing](https://docs.vivlab.com/en/sections/account-billing.md#payment-methods).
## Send your invoices to your accountant
**Example**: your accountant wants Vivlab invoices in your company's name, with its VAT number.
1. In the **Billing** pane, **Billing address**, click **Edit**.
2. Enter the company name, head office address, **VAT number** with its prefix (FR12345678901) and, as **Billing email**, your accountant's address if they should receive them. Save.
3. In the **Invoices** card, **Download** gives each line's PDF.
**Result**: future invoices carry these details; invoices already issued don't change. Only paid invoices are listed.
Learn more: [Subscription and billing](https://docs.vivlab.com/en/sections/account-billing.md#invoices). Invoices to your customers: [Payments, taxes and invoices](https://docs.vivlab.com/en/guides/payments.md).
## Cancel your subscription
**Example**: you close at the end of your paid period, on November 30.
1. At the very bottom of the **Billing** pane, click **Cancel subscription**.
2. Read the end date and the warning, then confirm with **Cancel subscription**.
**Result**: the site stays online until November 30, then goes offline and gradually leaves search engines. Referral stops and its pending credit is cancelled. Until then, **Reactivate subscription** withdraws the cancellation.
Learn more: [Subscription and billing](https://docs.vivlab.com/en/sections/account-billing.md#cancel-your-subscription).
## Give a colleague access
**Example**: your business partner wants to prepare orders from her computer.
Not available: a Vivlab account is a single sign-in identity, with no invitations or roles. Sharing your password gives full access, billing included; if you do, watch **Active sessions** and change it when access is no longer needed. In-store: [Point of sale](https://docs.vivlab.com/en/guides/pos.md).
Learn more: [Sign-in and security](https://docs.vivlab.com/en/sections/account-settings.md#sign-out-a-device-you-don-t-recognize).
## Take back control of your account
**Example**: **Active sessions** shows a Windows PC in Lyon; you're on a Mac in Nantes.
1. In the **Account** pane of the **Settings** window, click **Sign out other devices** and confirm.
2. On the **Password** line, **Edit**: enter the current one, a new one of at least 8 characters, then **Validate**.
3. Add a passkey (next case).
**Result**: only your session stays open. Forgot your password: **Forgot password?** at sign-in; Google account: change it at Google.
Learn more: [Sign-in and security](https://docs.vivlab.com/en/sections/account-settings.md#password).
## Turn on a passkey check
**Example**: your password alone shouldn't be enough. No SMS codes or authenticator app: the passkey fills that role.
1. In the **Account** pane, on the **Passkeys** line, click **Add**.
2. Name the key ("Workshop MacBook"), click **Create** and confirm (fingerprint, face or device code).
3. Repeat on your phone.
**Result**: every sign-in (password or Google) ends with the key check, which is also required to reset a password. Keep a key on at least two devices and remove those of lost devices.
Learn more: [Sign-in and security](https://docs.vivlab.com/en/sections/account-settings.md#add-a-passkey-check).
## Get warned when stock runs low
**Example**: an email when only 3 items of a T-shirt size are left.
1. In the **Notifications** pane of the **Settings** window, leave **Stock alert** on.
2. Set the **Alert threshold** to 3: the setting saves on its own.
**Result**: when an order brings a variant to 3 units or fewer, an email lists the products and their stock, once per crossing. Unlimited stock never triggers it.
Learn more: [General and notifications](https://docs.vivlab.com/en/sections/preferences.md#stock-alert).
## Get notified of a new order
**Example**: you'd like an email for every sale.
1. In **Email sending**, set up your [sending address](https://docs.vivlab.com/en/sections/emails.md#sending-address) if you haven't already.
2. In the **Notifications** pane of the **Settings** window, **E-commerce notifications** group, leave **Order confirmation** on.
**Result**: for each paid order, your sending address receives a blind copy of the confirmation sent to the customer, with the order details. Without a sending address, Vivlab doesn't email you for each order: follow your sales in **Orders** or **Home**.
Learn more: [General and notifications](https://docs.vivlab.com/en/sections/preferences.md#copies-of-customer-emails) and [Orders and returns](https://docs.vivlab.com/en/guides/orders.md).
## Stop copies of shipping confirmations
**Example**: you pack your parcels yourself, and the copy of every shipping confirmation clutters your inbox.
1. In the **Notifications** pane of the **Settings** window, scroll down to the **E-commerce notifications** group.
2. Turn off **Shipping confirmation**: the setting saves on its own.
**Result**: your customers still receive their shipping confirmation with the tracking link, but you no longer get a copy. Copies of the other emails, such as the order confirmation, keep arriving.
Learn more: [General and notifications](https://docs.vivlab.com/en/sections/preferences.md#copies-of-customer-emails).
## Change the dashboard language
**Example**: your English-speaking partner signs in on his computer.
1. On his computer, in the **General** pane of the **Settings** window, **Display** section, choose the **Language** English: it applies right away.
**Result**: the dashboard switches to English in that browser only; the site doesn't change (to translate it: [Website](https://docs.vivlab.com/en/guides/website.md)).
Learn more: [General and notifications](https://docs.vivlab.com/en/sections/preferences.md#change-the-dashboard-language).
## Refer another merchant
**Example**: a designer paying €30 a month elsewhere wants to move to Vivlab.
1. In **Referral**, at the bottom of the sidebar, click **Enable referral** the first time (active subscription required).
2. In **Option 2: your link**, click **Copy link** and send it to her.
**Result**: she gets 20% off her first payment, no code needed. You get 20% of each of her payments as credit while she stays subscribed: after 14 days pending, it reduces your next Vivlab invoice. It can't be turned into cash and expires after 18 months unused.
Learn more: [Referral](https://docs.vivlab.com/en/sections/referrals.md).
## Contact support and follow the reply
**Example**: your domain name has shown an error since yesterday.
1. Open your avatar, **Help > Support request**, then **Open a support request**.
2. Choose the **Section** and **Sub-section** (domain name) and a **Request subject**.
3. In the **Message content**, describe what you did and see, with the link of the page concerned. Add a screenshot with **Attach an image**, then send.
**Result**: the request is **Awaiting support**, then **Answered** at each reply (with an email). Reply in the request with **Send your reply** (or Ctrl + Enter). Email support is being retired.
Learn more: [Support request](https://docs.vivlab.com/en/sections/supports-tickets.md).
## Read your monthly sales and visits
**Example**: last month's revenue and where customers came from.
1. In **Home**, choose the period **Last month**.
2. The first card shows **Revenue**, **Number of sales**, **Average basket**, **Number of visitors**, **Conversion rate**.
3. Further down: **Sources**, **Sales by country** and **Top sales**.
**Result**: everything covers the chosen month; without sales, only views and visits appear. Compare with **This month**.
Learn more: [Home](https://docs.vivlab.com/en/sections/home.md).