Frequently Asked Questions

Everything you need to know about our pricing

• How does the annual pool work?

  On a yearly plan you get twelve months of shipments as a single pool, available from day one — there is no monthly reset. Track 400 in your peak month and 40 in a quiet one; only the total matters. Whatever is left at the end of the year does not roll over, so size the plan to the volume you actually expect.

• What if I run out before the year is up?

  Top-up packs add shipments straight into your pool and last until your renewal. You can also move up a tier at any time and pay only the prorated difference for the months you have left. We email you as your pool gets low, and again if you are burning it faster than the year is passing.

• Can I switch back to monthly?

  Yes — at your renewal date. Your paid year runs to the end either way, so a switch takes effect when it expires rather than cutting it short. Contact us and we will schedule it.

• How does rate-based pricing work?

  You pay for a monthly allowance of shipments rather than per API call — there are no per-call charges, and re-fetching something you already track is always free. Each plan sets how many new shipments you can add per billing cycle; above the Business tier you can size a Custom plan yourself on the pricing page by picking your monthly volume, and the price is shown instantly with no sales call. Live prices and allowances for every plan are on <a href="/pricing">the pricing page</a>.

• Can I change my plan anytime?

  Yes, you can upgrade or downgrade your plan at any time. Changes take effect immediately. If you upgrade mid-cycle, you'll be charged a prorated amount for the remainder of the billing period. Downgrading will take effect at the start of your next billing cycle.

• What happens when I reach my limit?

  Your plan's allowance counts the shipments you <strong>add</strong> during the current billing cycle. When it is used up, adding another is refused (the API returns <code>402</code>) — but everything you are already tracking carries on updating normally, so nothing goes dark. You are notified as you approach the limit. From there you can buy add-on slots, upgrade, or wait for the next cycle, when the allowance resets. Note that deleting a shipment does not give the slot back: the tracking data was already fetched.

• What payment methods do you accept?

  We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) through our secure Stripe payment processing. For high-volume accounts we also support invoicing, bank transfers, and purchase order (PO) billing — talk to us to arrange it.

• How does the free plan work?

  There are two different free things, and they are easy to mix up. Without an account, the public tracking page lets anyone look up a container or bill of lading a few times a day — no signup, results include the route map and event timeline. With a free account you get a monthly shipment allowance instead: shipments you add are saved, keep updating on their own, and appear on your dashboard, along with API access for testing. The current allowance for every plan, free included, is on <a href="/pricing">the pricing page</a>.

• Can I track both containers and bills of lading?

  Yes, all plans support both container number and bill of lading (BL) tracking. Enter either type of reference number and our system will automatically detect the format and fetch tracking information from the relevant shipping line across our 170+ carrier network.

• What shipping lines do you support?

  We support over 170 shipping lines worldwide, including all major carriers like Maersk, MSC, CMA CGM, Hapag-Lloyd, ONE, Evergreen, COSCO, Yang Ming, ZIM, and HMM. Our coverage is continuously expanding to include regional and niche carriers as well.

• Is my monthly shipment limit a cap on how many I can track at once?

  No — it is an intake allowance, not a ceiling. It counts the references you <strong>add</strong> during each billing cycle. A shipment added in an earlier cycle keeps tracking at no extra cost until it is delivered and does not consume anything from the current allowance. So if your lanes run six or eight weeks, you will normally have far more containers in the water at one time than your monthly number, and that is the plan working as intended rather than an overage. Re-adding a reference you already added in the same cycle is free too — it counts once.

• Does deleting a shipment give me the slot back?

  No. The tracking data was already fetched from the carrier, so the reference still counts against the cycle it was added in — deleting stops the tracking, not the billing, and an add-and-delete loop spends your allowance rather than recycling it. There is one deliberate exception for genuine mistakes: a reference deleted shortly after it was added and never re-added is refunded, a small number of times per cycle. If you have deleted something by accident and it was not refunded, contact support and we will sort it out.

• Do you offer annual billing, and do the shipments pool across the year?

  On an annual plan the shipments pool for the whole year rather than resetting every month, so a busy month borrows from a quiet one — which is the point of it, and usually the reason people ask. Any add-on slots you buy join the same pool and stay for the rest of the period. Annual billing is not switched on for everyone yet; if it would suit your volume, tell support and we will pick it up with you rather than leave you waiting on a page.

• Can I put my company legal name and VAT/GST/tax ID on my invoices?

  Yes. Open Settings, then the Billing tab, and fill in your registered company name, billing address and tax registration number. Everything you save there is printed on every invoice we issue from then on, so your finance team can book it without asking us to reissue anything. We label the number for your country automatically: VAT in the EU and UK, GST in India, Australia and Singapore, RFC in Mexico, and so on. For the handful of countries that have no single standard format, the number still appears on the invoice as its own labelled line. Two things are worth knowing. Only the account owner can change these details. And a change applies to your NEXT invoice, because invoices already issued are never reprinted, so fill this in before you upgrade if you can. If you have already been billed and need an earlier invoice corrected, contact support and we will sort it out.

• Why does my invoice only show my email address?

  Because no billing details have been saved on the account yet. Until somebody fills them in under Settings, then Billing, the only identity we hold for you is the email address you signed up with, so that is all the invoice can carry. Adding your company legal name, address and tax ID there fixes it for every invoice issued afterwards. The account owner has to be the one to do it.

• Can I get a quotation my finance team can approve before we pay?

  Where annual billing is switched on, yes — and you can raise it yourself in a moment, without waiting for one of us. Ask the assistant, or use "Request a quote for approval" on the billing page. You get a numbered quotation as a PDF, emailed to you with a payment link, and it holds the price for a set window so your approval process has time to run. Nothing is charged when it is issued: it is a document describing what you would buy, and the charge only happens if and when somebody pays the link. Quotations are for annual plans, including annual Custom, because the annual commitment is the one that usually needs releasing a budget. Two practical notes: fill in your billing details first, because the registered company name and address on the account are what head the document, and only the workspace owner or a billing manager can raise one.

• Does deleting a tracked shipment free up a slot in the same month, or does the limit count new registrations?

  It counts new registrations. Your plan limit is the number of shipments ADDED during the billing period, so deleting one does not normally return the slot — otherwise a single slot could be recycled endlessly. One exception for genuine mistakes: a shipment deleted within 48 hours of being added is refunded and never counts, capped at 3 refunds per billing period (scaled up on annual plans). Re-tracking a container you already track, and a reference that fails to resolve, never consume a slot at all.

• When does my shipment count reset?

  At the start of your billing period, not on the first of the month. The banner on your shipment list shows how many you have added, your limit, and the exact date the period expires.

• I am at my limit but I do not want to change plan. What else can I do?

  Buy add-on slot packs from the billing page — they extend your current plan, including the largest standard one, without moving you up a tier. If you are regularly exhausting the top plan, that is worth a conversation about volume pricing rather than repeat packs.

• How do I cancel, and what happens to my data?

  Cancel from the billing page. You keep access until the end of the period you have already paid for, and it does not renew. Your shipments and history stay readable while the account exists — cancelling stops the billing, it does not wipe the account. If you want the data removed entirely, ask us and we will handle it as a deletion request.

• Can I get an invoice for my payments?

  Yes — invoices are on the billing page and are also emailed when a payment succeeds. If you need specific details on them (a company registration or tax number, a purchase-order reference), tell the support desk what has to appear and we will set it on the account so future invoices carry it.

• Do you offer annual billing?

  Yes — switch the toggle above to Yearly and every price updates. Paying for twelve months up front saves 10% against the monthly price, and your shipments arrive as one annual pool instead of a monthly allowance.

• How does the annual pool work?

  On a yearly plan you get twelve months of shipments as a single pool, available from day one — there is no monthly reset. Track 400 in your peak month and 40 in a quiet one; only the total matters. And a quiet year is not wasted: Unused shipments carry into your next year, up to 25% of your plan's yearly allowance. They are added at renewal and last for that year.

• Do unused shipments carry into next year?

  Yes, on a yearly plan. Unused shipments carry into your next year, up to 25% of your plan's yearly allowance. They are added at renewal and last for that year. Carried shipments are used in that year or lost — they do not carry a second time. Top-up and add-on packs never carry: they expire with the cycle you bought them in. Monthly plans do not carry at all.

• What if I run out before the year is up?

  Top-up packs add shipments straight into your pool and last until your renewal. You can also move up a tier at any time and pay only the prorated difference for the months you have left. We email you as your pool gets low, and again if you are burning it faster than the year is passing.

• Can I switch back to monthly?

  Yes — at your renewal date. Your paid year runs to the end either way, so a switch takes effect when it expires rather than cutting it short. Contact us and we will schedule it.