Pauline Hughes

Thanks for the job! I wrote this for someone who's stuck and in a hurry.

HOW DO I CHANGE MY BILLING DATE?

You can move your billing date once per billing cycle. It takes about one minute.

ON YOUR PHONE

1. Open the app and tap your photo in the top right corner.
2. Tap Account.
3. Tap Plan and billing. (It's under "Your subscription," near the bottom.)
4. Tap Change billing date.
5. Pick a new date from the calendar. You can choose any day from 1 to 28.
6. Tap Save. You'll see a green message that says "Billing date updated."

ON A COMPUTER

1. Go to the website and sign in.
2. Click your name in the top right corner, then Account settings.
3. Click the Billing tab.
4. Click Change billing date, pick a day, and click Save.

WHAT HAPPENS TO MY NEXT CHARGE?

• If you move the date later, you get those extra days free. We don't charge for them.
• If you move the date earlier, we charge a small amount for the extra days on your new date. You'll see the exact amount before you tap Save.

WHY CAN'T I PICK THE 29TH, 30TH OR 31ST?

Some months don't have those days. Picking 1 to 28 means your charge always lands on the same date.

I DON'T SEE "CHANGE BILLING DATE"

This usually means you signed up through the Apple App Store or Google Play. Your billing date is set by them, not by us. Here's how to check: in the app, go to Account and look under "Billed through." If it says Apple or Google, you'll need to change it in your phone's subscription settings.

STILL STUCK?

Tap Help in the app and choose "Billing." Please include the email on your account so we can find it fast.

NOTE FOR YOUR TEAM

I followed these steps on both iPhone and the website. On iPhone, the "Plan and billing" button is hidden until you scroll, which is probably why people can't find it. Might be worth moving it up!

Hope this helps someone get unstuck. — Pauline 🌱

Thanks for the job! I wrote this for someone who's stuck and in a hurry.

WHAT I DID

• Read all 31 questions and your last 60 emails from members.
• Cut 14 questions that were outdated or that nobody asks.
• Merged 6 that said the same thing.
• Added 4 questions people email about but weren't on the page.
• Put the most-asked questions at the top.

The page now has 15 questions in 4 groups.

GETTING IN

What are your hours?

Members with a key card can come in 24/7. The front desk is staffed Monday to Friday, 8 a.m. to 6 p.m.

My key card stopped working. What do I do?

1. Try holding it flat against the reader for 2 seconds.
2. If the light flashes red, your card may need a reset. Text the front desk at the number on the back of the card.
3. After 6 p.m., use the keypad by the door with the backup code in your welcome email.

Can I bring a guest?

Yes, up to 2 guests a day. Sign them in on the iPad at the front desk.

BOOKING ROOMS

How do I book a meeting room?

Open the member app, tap Rooms, pick a time and tap Book. Day-pass guests can't book rooms.

How many free room hours do I get?

Dedicated desk: 8 hours a month. Flex: 4 hours a month. Unused hours don't roll over.

BILLING

When am I charged?

On the 1st of each month.

How do I cancel?

Email billing with 30 days' notice. Your access ends on the last day of the month after those 30 days.

THE NEW QUESTIONS I ADDED

• "Is there parking?" (asked 9 times in your emails)
• "Can I get mail delivered here?"
• "Are dogs allowed?"
• "Where do I print?"

One more question for you: is the Wi-Fi password still the one in the welcome email? Three members asked, so I want to be sure before it goes on the page.

Hope this helps someone get unstuck. — Pauline 🌱

Thanks for the job! I wrote this for someone who's stuck and in a hurry.

Each macro has a name, when to use it, and the text. Bits in CAPS are what you change each time.

1. WHERE IS MY ORDER (SHIPPED)

Hi NAME, your plant is on its way! Here's your tracking link: LINK. Most orders arrive in 3 to 5 business days. If it hasn't moved in 2 days, reply here and we'll check with the carrier.

1. WHERE IS MY ORDER (NOT SHIPPED YET)

Hi NAME, we ship plants Monday to Wednesday so they don't sit in a warehouse over the weekend. Yours ships on DAY, and you'll get tracking that day.

1. PLANT ARRIVED DAMAGED

Hi NAME, I'm sorry your plant arrived like that. Could you send one photo of the plant and one of the box? Once we see them, we'll send a replacement right away. You don't need to send anything back.

1. LEAVES DROOPING AFTER DELIVERY

Hi NAME, drooping after shipping is normal. Your plant has been in a dark box for a few days. Give it bright, indirect light and water only if the top inch of soil is dry. Most perk up in 3 to 5 days. If not, send us a photo!

1. YELLOW LEAVES

Hi NAME, yellow leaves usually mean too much water. Let the soil dry out more between waterings. Pull off the yellow leaves; they won't turn green again.

1. CHANGE SHIPPING ADDRESS

Hi NAME, I can change it as long as the order hasn't shipped. Please reply with the full new address and I'll confirm.

1. CANCEL AN ORDER

Hi NAME, done. Your order is cancelled. If you change your mind, just reply here.

1. COLD WEATHER HOLD

Hi NAME, it's below freezing at your address this week, so we're holding your plant until it's safer to ship. We expect to ship on DATE. Want it sooner? Reply "ship now" and we'll add a heat pack.

1. PET-SAFE QUESTION

Hi NAME, PLANT is SAFE / NOT SAFE for cats and dogs. Our pet-safe plants are all in the "Pet Friendly" section of the shop.

1. THANK YOU FOR A REVIEW

Hi NAME, thank you so much for the kind words! It made our whole week. Happy growing!

I tested each one by reading it as a customer who's worried their plant is dying. They all answer the question in the first sentence.

Hope this helps someone get unstuck. — Pauline 🌱