Subscription and Billing

Choose your Lavawall plan and add-ons, see what you will pay, and set up how you pay, by card or by invoice.

Open Subscription and Billing in your console

Where to find it
You › Subscription
Who can use it
Anyone who can see the page. Changing the card or how the company pays needs a Super Admin, Admin or Client Local IT account. Only Lavawall can turn on Lavawall Backup or change its capacity.
For
Direct customers and MSPs
Plan
Included with every Lavawall® account. See plans
Feature
Pricing built for MSPs and lean IT: month-to-month

What the page is for

Subscription and Billing is a page in the Lavawall® console, in the Account & users area. Lavawall is the RMM, security, and compliance platform from ThreeShield, built and hosted in Canada. About this feature.

This page is where you manage your Lavawall subscription. You pick a plan, switch individual services on or off, choose how much security history to keep, and see a live breakdown of your monthly or annual cost, including discounts and sales tax.

You add or replace the payment card on file, or switch to invoiced billing and pay by Interac e-Transfer, cheque, Canadian pre-authorized debit or US ACH debit. Invoices and their status are listed on the same page.

MSPs also get an All companies tab to set the plan, services, self-pay and security history for every client company in one table, and a Templates tab to save a standard client setup and apply it to new clients automatically.

What you see

The Subscription and Billing page, with the tabs, notices, ad-hoc remote support, security history kept, lavawall plan, individual services, current investment, payment card, payments, and organization profile numbered 1 to 10.
The Subscription and Billing page. Numbers match the list below.
  1. Tabs: This company, All companies and Templates (the last two for accounts with client companies).
  2. Notices: why you were sent here if a page was blocked, and your trial status and end date.
  3. Ad-hoc remote support: whether one-time remote support for computers without Lavawall is available, and whether unattended support is.
  4. Security history kept: how far back you can search and investigate breach activity.
  5. Lavawall Plan: the plan choices with base, per-device and per-domain prices, what each includes (Show details), Pay annually: 2 months free, and Unsubscribe.
  6. Individual Services: switches and quantities for add-on services, grouped by category, with "included in your tier" where your plan already covers them.
  7. Current Investment: the cost breakdown, seat count, subtotal and tax, in your billing currency. Beside the heading it says, for example, billed in CAD, monthly, with a change link.
  8. How you pay: what you pay with now, Change how you pay with every way to pay and what each needs, and Invoices. Organizations with billing also see Maximum computers below it.
  9. Payments: your payment history.
  10. Organization Profile: Industry and Operating Locations, with Save Profile.

How to choose or change your plan

  1. In Lavawall Plan, click Show details under a plan to see what it includes.
  2. Select the plan's switch. Current Investment updates straight away.
  3. Tick Pay annually: 2 months free to switch to yearly billing; the page shows how much you save.

How to add or remove individual services

  1. In Individual Services, turn on the switch beside a service.
  2. If the service is counted per user or device, set the quantity. Included quantities show as included, and only the extra is billable.
  3. Turn the switch off to remove the service.

Lavawall Backup capacity

Lavawall Backup is not in Individual Services. It has its own Lavawall Backup card, which shows the backup plan of the company chosen in Configure services for:

  • Backup: 2 TB (with the plan's name, if it has one): backups are on, with 2 TB of capacity.
  • Backup: not enabled: no new backups run for the company. Backups already taken can still be restored and downloaded.

The card says Backup capacity is set by your provider. Contact them to add or change it. Only Lavawall can turn Lavawall Backup on or off and set its capacity, for any company. An MSP cannot change a client's backup plan itself; it asks Lavawall.

Lavawall Backup is billed in blocks of 250 GB of capacity (4 blocks make 1 TB), always rounded up to the next block, so 500 GB is billed as 2 blocks and 600 GB as 3. The cost is counted in Current Investment.

GRC evidence, documents and audit files include 50 GB per organization. Above that, storage is billed in blocks of 100 GB, rounded up, and the number of blocks follows what is stored: it goes up when files are added and down when they are deleted.

How to add Lavawall Backup or change its capacity

  1. Check the Lavawall Backup card. If you manage client companies, choose the client in Configure services for first.
  2. Contact your provider with the capacity you need: Lavawall support, or your MSP if one manages your account.
  3. When Lavawall has saved the plan, the card shows the new capacity. If backups were paused because storage was full, new backups can run again once the space used is below the new capacity.

When Lavawall Backup is turned off, new backups stop and the company is no longer billed for backup. Backups already taken stay restorable, and nothing is deleted. To see how much of the capacity is used, open Backup & Recovery.

How to change how you pay

How you pay shows what you pay with now. Under Change how you pay, choose one of: Credit card, Pre-authorized debit (Canadian bank account), ACH debit (US bank account), or Invoice, paid by Interac e-Transfer (Canadian billing addresses only). Each option says what it needs. Your choice is saved as soon as you settle on it: straight away with a click, or a moment after you stop on an option with the arrow keys (press Enter to save at once). If the method needs more first, such as a card or a bank agreement, you are asked for it and nothing changes until it is complete. The status line under the options says what was saved. Only an account or billing administrator can make changes. Paying by cheque is no longer offered.

Confirm your phone number

To turn on billing, the account needs a phone number confirmed by text message. The Confirm your phone number dialog opens after you save your billing details and before the card form, and again before you request invoiced billing or a bank debit agreement. It texts a 6-digit code to a mobile phone number in Canada or the United States.

  1. In Mobile phone number, check the number or enter a mobile number, then click Text me a code.
  2. In the Enter your code dialog, type the 6-digit code from the text message and click Confirm. The page says that the code expires in 10 minutes.
  3. When Phone number confirmed appears, the card form or your request carries on. Once the number is confirmed, you are not asked again.

Only an account or billing administrator can confirm the number. Click Cancel to close either dialog without confirming.

Pay by credit card

  1. Choose Credit card. The card on file and its buttons are inside this option. A card stays saved when you choose another way to pay (shown as, for example, Visa ending 1234, saved), is not charged while it is not in use, and choosing Credit card again switches back to it straight away. Only Remove card deletes it.
  2. Without a card on file, click Add card. If your billing phone number and address are not saved yet, you are asked for them first. If your phone number is not confirmed yet, you are then asked to confirm it by text message.
  3. Enter the card details in the secure payment form. Card numbers go straight to our payment processor and are never stored by Lavawall. After the card is saved, the page refreshes by itself.
  4. With a card already on file, use Replace card or Remove card. If you pay by invoice and want to pay by the card on file instead, click Pay by this card from now on; adding a card while you pay by invoice switches you to card once it is saved.

Pay by invoice or bank debit

  1. Choose the invoice or bank debit option you want.
  2. Fill in the billing details shown below it: billing email, phone and contact, street address, city, province or state, postal or ZIP code and country, and your PO number if you use one. If you do not have a plan yet, choose one there too.
  3. For bank debit, tick the authorization box and click Request the agreement. You receive an agreement from our payment partner on the next business day, complete it with your banking details, and confirm two small test deposits. Your card stays on file and is charged until the account is verified.
  4. For an invoice, choosing it saves it straight away; fill in the details and click Save. New invoiced billing is confirmed by Lavawall, normally within one business day; until then the page shows Waiting for Lavawall to confirm, and a free account can register up to 3 computers unless a card is on file.
  5. Click Invoices to see each invoice, its due date, what was paid and the balance. To stop paying by invoice, use Stop invoiced billing.

How to set a maximum number of computers

Organizations with billing can limit how many computers Lavawall may be installed on, so billing cannot grow unexpectedly.

  1. Under Maximum computers, enter a whole number from 1 to 99,999, or leave it empty for no maximum. If you manage client organizations that you pay for, choose the Organization first.
  2. Leave the field or press Enter. The change is saved straight away, and the page says how many computers are registered now.
  3. If the number is below the computers registered now, you are asked to confirm. Nothing already installed is removed, but new computers are refused until fewer are registered than the maximum.

A client organization billed through the company that manages it sees its maximum but cannot change it; the managing company sets it. Free trials do not have this setting.

How to set up client companies in bulk (MSPs)

  1. Open All companies. Each row shows a client's plan, services, Self-pay and Security history.
  2. Change a value on a row; it saves immediately. To change several, tick them, pick an action such as Set plan…, Turn on service… or Apply template…, and click Apply.
  3. Set Default plan for client companies on This company so new clients start on the right plan.
  4. On Templates, click Save this company as a template, or New template, and tick Automatically apply to every new company added under this account to use it for every new client.

Tips

  • Current Investment counts seats as the greatest of active devices, licensed Microsoft 365 users and licensed Google Workspace users.
  • A client set to Self-pay is billed on its own account, and its services are left out of your total.
  • To close your account, remove your payment card. The Unsubscribe option explains this: after 30 days, agents uninstall automatically.
  • The billing currency follows your billing country: a US billing country is billed in US dollars (USD) and every other country in Canadian dollars (CAD). To change it, click the change link beside billed in to open the Billing country dialog.
  • In the Billing country dialog, choose your country, then choose the Card and billing currency: Default for my country, Canadian dollars (CAD) or US dollars (USD). Prices, totals and the card payment then use that currency.
  • Fill in Organization Profile so compliance and risk features know your industry and where you operate. Lavawall suggests locations detected from your computers.

Troubleshooting

"Your trial has ended."
Choose a plan to keep the features you were using.
"You were sent here from …"
A page you opened is not in your plan, or your user account has not been given access to it. The notice says which, and which service unlocks it.
"The credit card was declined"
or "verification address and/or CVV failed." Try another card or check the details.
"Only an account or billing administrator can change the card on file."
Ask a Super Admin, Admin or Client Local IT user.
"Your billing details are incomplete."
Your billing phone number, city or postal code is missing or too short. Whatever way you pay, a reminder appears on every page and a message after you sign in, until the details are complete. Click Update billing details to open the form, fill it in and save. You can hide the reminder for the rest of your session. If you are not an account or billing administrator, ask one to complete the details. If you pay by invoice, pre-authorized debit or ACH debit, you are also brought back to Billing until they are entered.
"Please enter your full billing information in Change how you pay."
You pay by invoice, pre-authorized debit or ACH debit, and your billing phone number, city or postal code is missing or too short. Until it is complete, every console page brings you back to Billing, changes elsewhere in the console are refused, and the payment arrangement does not count toward lifting the free-account computer limit. Organizations billed through the company that manages them only see a notice. Fill in the details under Change how you pay and save. If you are not an account or billing administrator, ask one to do it.
"We no longer accept cheque payments. Please choose another way to pay."
Your organization is set to pay by cheque, which is no longer offered. The message also appears when you first open the console in each session. Choose another way under Change how you pay; the notice disappears once you do. If you cannot change billing, ask your administrator.
"Please confirm your phone number by text message first."
Billing cannot be turned on until a phone number is confirmed. Follow the steps in Confirm your phone number, then try again.
"A code was already sent recently. For your security, a new one can be sent once every two hours. Please use the code you received, or try again later."
Use the code from the text message you already received. If you did not receive it, try again later, or contact us.
"That code is not right."
Check the 6-digit code in the text message and enter it again. If the page says the code has expired, request a new one when the page allows it.
"Waiting for Lavawall to confirm"
Lavawall confirms new invoiced billing, normally within one business day. Until then, a free account can register up to 3 computers unless a card is on file.
"Set up billing first. The maximum number of computers can be set once billing is in place."
Maximum computers is for organizations with billing. Choose a way to pay first.
Backup: not enabled
Lavawall Backup is not turned on for the company chosen in Configure services for. No new backups run, and backups already taken can still be restored. Contact your provider to add it.
Lavawall Backup is not listed under Individual Services
It has its own Lavawall Backup card, and only Lavawall can change it. See Lavawall Backup capacity.

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