ACCOUNT AND BILLING

Each organization is entitled to a maximum of five (5) administrator accounts.

• One (1) account is designated for the Account Manager.
  • The Account Manager can edit organization details, add or remove account users, manage call details and applications, download reports, and administer the jury.
• Four (4) accounts are designated for General Administrators.
  • General administrators can manage call details and applications, download reports, create juror accounts, and administer the jury.

To keep your account secure, each account needs to be associated with a specific person in your organization. Logins should not be shared. The account manager for the licensee can add or deactivate general administrator accounts.

1. Log into your CaFÉ account.
2. Click on the account icon next to your name in the top-right corner. 
3. Click Profile.
4. Click the Account Users tab.
5. Click Add New.
6. Enter the new administrator details. Note: Create a temporary password to create the administrator account. Do not share this password by email.
7. Click Save to save the new account. 
8. Share the username you created with the new administrator. 
   • Instruct the new administrator to set up a password by entering their email address and username under Forgot Password on the Admin Login Page.
   • The system will send a link for them to set up a new password.

Note: A maximum of four (4) general administrators may be created per licensee. If you have more than four, you will need to deactivate a current administrator before creating a new one. 

1. Log into your CaFÉ account.
2. Click on the account icon next to your name in the top-right corner. 
3. Click Profile.
4. Click the Account Users tab.
5. Locate the account from the list and click View.
6. Change the Status to Inactive.
7. Click Save.
8. All deactivated user accounts can be found by clicking on Show Deactivated Users from the Account Users page.

To change the account manager, contact the CaFÉ team.

The CaFÉ team will automatically send renewal notices and paperwork each month to clients whose contracts will expire soon. If you receive a notice to renew your account, please don’t ignore it!

When you renew your account, the Annual Subscription Fee of $120 will be required.* This fee allows you to retain access to CaFÉ and all previous call data for the next year. 

If you do not renew your account:

• Your account will be deactivated 30 days after the expiration date.
• You will not be able to access any of the data in your account or post new calls.
• You can return to CaFÉ and renew at any time at the current renewal pricing rates.

*SPECIAL OFFER! To celebrate WESTAF’s 50th anniversary, we are excited to offer a special discount in 2024! When you renew, you’ll automatically get 50% off the Annual Subscription Fee for both the new CaFÉ Pro and CaFÉ Plus plans. This offer is only available for a limited time and will expire on 12/31/2024.

It’s important to keep your billing information up-to-date to ensure the revenue collected through CaFÉ is properly remitted to you. Only the Account Manager for your organization can update the billing information. 

How to update the billing information as an Account Manager:

• Log into your CaFÉ account. 
• Click on the account icon next to your name in the top-right corner. 
• Click Profile.
• Click the Organization Details tab to access the account details.
• Locate the Billing Contact section. 
• Update your billing address and contact information as needed.
• Click Save to finalize your changes.

Revenue collected through CaFÉ is remitted by check or Electronic Funds Transfer (EFT) and sent to your organization once per month. The remittance will include all revenue collected for the previous month minus the credit card transaction fees and any additional fees due. Those fees will be deducted from the final payout. A statement of the remittances will be emailed to the email address we have on file for you.

If you are auto-deducting your CaFÉ service fees, you will only receive a remittance statement and check once those fees have been paid off. The first remittance check you receive after your fees are paid off will list the deduction and your final check will list any additional fees assessed after the deadline, such as per applicant fees. 

Your monthly income in CaFÉ is available to view anytime by running an Income Breakdown Report from the Reports tab in your CaFÉ administration dashboard. To learn more about running an Income Breakdown Report, visit our Reports Help Guide.

The organization is the entity responsible for refunding entry fees; however, if you are unable to process a refund, CaFÉ can process refunds on your behalf as long as the refund request meets the following requirements:

• The refund request must be made by the organization and not the artist.
• The refund request must be made by an administrator with CaFÉ credentials. 
• The refund request is for the full amount paid.
• The amount of the refund request is less than the revenue not yet paid out to the organization. 
• The refund request is for payment made by credit card or PayPal.

Visit CaFÉ Refund Requests for more information and to submit a refund request.

The CaFÉ team is here to guide you through the steps you need to take if you have to cancel or postpone your event:

1. Notify CaFÉ as soon as you have decided to cancel or postpone your call. Contact us immediately at cafehelp@westaf.org with the details or submit a Help Ticket.
2. Initiate a refund request. If you elect to refund entry fees for cancellations, let us know so that we can assist with batch refund processing. Let us know as well if you wish to handle refunds on your own (e.g. apply entry fees to member dues instead).
3. Contact your applicants informing them of your decision to cancel or postpone your event and be sure to provide applicants with your contact details so they can follow up with any questions.

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