Billing & Subscriptions

Everything you need to know about CrossTrade subscriptions, including plans, pricing, trials, payments, refunds, and how to manage your subscription. Billing is handled through Stripe. For anything not covered here, email support@crosstrade.io.

What plans does CrossTrade offer?

CrossTrade has two subscription tiers: Standard and Pro. Both plans include unlimited webhooks with all the various features. Pro adds the NinjaTrader Account Manager software (to manage your NinjaTrader accounts) and the Trade Copier. There are no plans to offer individual tools a la carte.

VPS services are separate from the trading tools subscription.

Is there a free trial?

Yes, CrossTrade offers a free 7-day trial of the Standard or Pro features. No payment information is required to start a trial, and trials do not auto-convert to paid subscriptions — if you do nothing, the account simply goes inactive when the trial ends.

Each user is allowed one free trial. If you've already had a trial in the past (even on a different email or machine), you won't be granted another one automatically. Live trading is available during the trial — you can execute unlimited trades in any account.

VPS plans do not offer a free trial.

Can I extend my trial?

Extensions are granted case-by-case as a one-time courtesy. Email support@crosstrade.io or chat with Kate from your dashboard to request one. Trials include weekends, but the team will often add extra days if you ask.

How do I cancel my trial?

There's nothing to cancel. Trials are free and don't auto-convert into paid subscriptions. If you do not intentionally upgrade, the account will simply convert to inactive/expired.

How do I subscribe or upgrade to a paid plan?

Purchase a plan at crosstrade.io/pricing, or click the Upgrade button on your Dashboard Overview or inside the My Account page. All of your trial settings will be saved.

How do I upgrade from Standard to Pro (or change plans)?

From your account, go to My Account > Subscription > Manage Plan (app.crosstrade.io/user/my-account). This opens the Stripe billing portal where you can change plans. Upgrades are prorated from the day you upgrade.

:::warning Important Always upgrade through Manage Plan, not by purchasing a new subscription from the pricing page. Purchasing from the pricing page creates a second subscription rather than modifying your existing one, which leads to duplicate charges. If this happens, email support@crosstrade.io and we'll fix it. :::

I just upgraded to Pro — do I need to do anything to activate the features?

No. The upgrade happens automatically. If you're still seeing prompts to upgrade after purchasing Pro, it's usually a browser caching issue — log out and log back in. If the problem persists, contact support and we'll reset the permissions on your account.

How do I downgrade my plan?

Email support@crosstrade.io to confirm the downgrade request. If you downgrade mid-cycle, the team can prorate the difference you already paid into your next charge.

How do I cancel my subscription?

Go to My Account > Subscription > Manage Plan to open the Stripe portal, where you can cancel. Cancellation takes effect at the end of your current billing cycle — you retain access until then. If the Manage Plan button doesn't work, email support@crosstrade.io and we'll handle it.

I accidentally canceled — can I reverse it?

Yes. If your subscription is still within the billing period (status shows "Cancel Pending"), contact support@crosstrade.io or Kate on live chat and we'll remove the pending cancellation. No need to resubscribe. It may take a couple of minutes for the dashboard to reflect the change.

If your subscription has already fully canceled and expired, you'll need to resubscribe. Your accounts and settings are preserved, but you may need to turn copiers and similar features back on.

What does "Canceled" status mean if I'm still being billed?

"Canceled" simply means you have scheduled the subscription to cancel at the end of your billing cycle. Your plan remains active and signals continue to be received until the cycle actually ends.

Are refunds available?

You can cancel your recurring subscription at any time, but payments are generally non-refundable. See the full Refund Policy for exact terms and any case-by-case exceptions.

For refund requests, email support@crosstrade.io.

Are VPS purchases refundable?

VPS services are non-refundable once provisioned — this is posted on the VPS checkout pages because VPS purchases require an upfront cost to allocate resources. Exceptions may be made case-by-case; see the Refund Policy.

I was charged twice / charged for both monthly and annual. Can I get a refund?

This typically happens when you create a new subscription through the pricing page instead of upgrading from the dashboard. Email support@crosstrade.io or chat with Kate. The team can either refund the duplicate charge or add equivalent time (e.g., extra months) to your annual plan.

How do I update my payment method?

Click My Account (app.crosstrade.io/user/my-account) and click Manage Plan under the Membership/Subscription section. This takes you to the Stripe portal, where payment details are managed.

CrossTrade does not capture your phone number, address, or credit card details — all of that is handled by Stripe.

Where can I see my payment history / receipts?

Go to My Account > Manage Plan to view your billing history through Stripe. If your account is inactive, Manage Plan will redirect you to the Pricing page — in that case, email support@crosstrade.io and the team will send your receipts.

My subscription was canceled due to failed payment. How do I reactivate?

Purchase a new subscription at crosstrade.io/pricing. Your account will be reactivated automatically. All of your existing accounts and configuration are preserved — you may just need to turn any copiers back on.

I signed up but my account still shows no active subscription / Pro features locked.

A few common causes:

• Browser caching — log out and back in, or clear your browser cache.
• Email mismatch — the payment's email may differ from the email on your CrossTrade account. Contact support@crosstrade.io with both emails so we can merge or correct them.
• Duplicate subscription — you may have created a second subscription through the pricing page instead of upgrading in place. Support can consolidate.

If a logout/login doesn't fix it, email support@crosstrade.io and the team can reset your account permissions.

Can I use one CrossTrade subscription on multiple computers / accounts?

One CrossTrade account is tied to a single subscription. If you need a second environment (e.g., one for live and one for forward-testing), you'll need a second subscription under a different email. Email support@crosstrade.io for a discount on a second subscription. Multi-account support through a single login is under consideration but not currently available.

Can I use a Sim account for testing without a second subscription?

Yes. You can easily test against a Sim account on your existing VPS/subscription. A second subscription is only needed if you want to run live in multiple places simultaneously.

Is there a standalone subscription for just the NinjaTrader Account Manager?

No. Account Manager is included with the Pro subscription. There are no plans to offer it a la carte.

Are there any promo codes or sales?

Sales run periodically (flash sales, Black Friday, Easter, seasonal deals). Current deals, when running, are posted at crosstrade.io/deals. There are no permanent promo codes. If you recently signed up and missed a sale, email support@crosstrade.io to ask about a price adjustment.

If prices go up, will my subscription price change?

No. Existing subscribers keep their current price and renew at that price. Price increases only apply to new subscriptions.

Are annual plans available for VPS?

VPS plans are currently monthly only. Annual VPS options are in development; the team is rolling out monthly first, then annual upgrades will follow.

Can I extend my annual subscription by another year?

Yes. Email support@crosstrade.io or chat with Kate. The team can invoice your payment method on file to add a year to your renewal date, sometimes at a promotional discount.

What happens to my data if my subscription is canceled or terminated?

When a subscription is canceled, everything associated with it is removed — including any backups. For VPS subscriptions that go unpaid for 7+ days into a new billing cycle, the VPS is deprovisioned and the data is unrecoverable. Renew before the grace period ends if you need to keep your VPS data.

Can I upgrade my VPS to a larger tier?

Yes. There's an upgrade button inside your account on the VPS Subscription tab. The upgrade happens on the same server — it requires a restart and takes approximately 20 minutes. Everything is automatic.

Can I get a VPS trial?

No. CrossTrade does not offer trials on VPS plans.

Where is the billing support channel?

There's no dedicated billing channel — email support@crosstrade.io or chat with Kate from your CrossTrade dashboard. For Discord users, the team is active and responsive, but private billing matters should go through email.