Migration to Paddle FAQs

We now use Paddle for billing— Here is what that means.

1. What is Paddle, and why am I seeing their name?

Paddle is a payment platform that helps us manage things like credit card processing, taxes, and receipts — especially for customers around the world. They're what’s called a Merchant of Record, which means they process payments on our behalf.

2. What does this mean for me?

• Your receipts and billing emails will come from Paddle instead of Greyscalegorilla
• On your bank or credit card statement, charges will appear as “PADDLE.NET”
• Paddle may contact you via email about billing-related questions or refunds

3. Will this affect my subscription?

No, nothing else is changing — your subscription, product access, and support are still with us.

4. Why am I being required to have a credit card on file?

Paddle now handles payments and requires that all accounts have a valid credit card on file to process future renewals. This helps ensure your subscription continues without interruption.

5. Why don’t I see all my Greyscalegorilla products in my dashboard?

Our new system will only show your active Plus subscription order. If you have legacy products, such as plugins, individually sold material collections or you need an previous receipt for your Plus subscription, please contact support@greyscalegorilla.com and they can assist you.

6. I hold an account, but use a purchaser to process my order. Do I have to have a credit card on file?

Due to Paddle's requirements, you are required to have a card on file to keep your account active. However, you can set your account to cancel to avoid your card being charged. To note: if your renewal passes without payment your account becomes inactive. You will need to process a new order for a new subscription and will no longer have the ability to renew your current subscription.

7. I received a pending cancellation email, but don’t want to cancel my subscription.

If you are a direct customer, please reach out to support@greyscalegorilla.com before your subscription end date and they can reactivate your subscription. To note: you must have a current credit card on file to avoid interruption to your Plus account. 

You may have received this email if you purchased your subscription to Plus through a reseller. Please reach out to your reseller to process your renewal and this will trigger your account back to active. 

8. I'm a Greyscalegorilla Teams customer. How does Paddle affect me?

Greyscalegorilla Teams purchases will now be processed through Paddle, and you'll see Paddle listed as the merchant of record on credit card transactions, invoices and receipts. Our Sales team is available at teams@greyscalegorilla.com to answer any specific questions about your Teams purchase.

9. I purchased through a reseller. How do I activate my account using my code?

1. Visit Greyscalegorilla.com and navigate to "Join Plus"
2. Add the Individual Annual Subscription to your cart and click "Buy Now."
3. Enter the code provided by your reseller and hit apply. This will zero out your cart. 
4. Enter your information including your credit card.
5. Hit Complete Purchase to complete the transaction.