Billing and cancelling

Where billing lives

Billing and usage is in the left-hand menu. Only account administrators can open it. If you cannot see it, ask whoever set the account up.

Going live

Going live is the moment your plan starts. Until then you are on the $1 trial and paid channels are switched off.

There are two ways it happens. You press Go live now on the billing page, or the 7 days run out and it happens by itself on the card you signed up with.

If your card is declined nothing is charged and your trial carries on exactly as it was. Fix the card and try again.

Changing plan

The new plan starts at the beginning of your next billing period, so you are never charged twice inside one month. The confirmation screen tells you the exact date before you agree to it.

1. On the billing page, press Change plan.
2. Pick the plan you want and confirm.

If you have a payment outstanding, plan changes are blocked until it clears.

Credits and topping up

There are two balances and they behave differently.

• ✓AI tokens. These refill on their own at the start of each billing period, as part of your plan.
• ✓Texting and calling wallet. This is money you add. Texts and calls are taken out of it as you use them.

You can set the wallet to top itself up when it runs low, so a busy week does not stop your texts. That needs a card saved in Stripe.

Invoices and where the money went

• ✓The Invoices card lists every charge with a PDF you can download.
• ✓Transaction history shows what was taken out of the wallet and what for.
• ✓The usage breakdown page shows it day by day, and you can export it as a spreadsheet.

Cancelling

Cancelling is done on Stripe rather than in our app, so the record of it sits with the same people who took the payment.

Your plan keeps running to the end of the period you have already paid for. Nothing stops the moment you press the button.

1. Open the billing page.
2. Press Manage in Stripe.
3. Cancel there.

What happens when it ends

• ✓Your inboxes are archived. Conversation history is kept, not deleted.
• ✓Scheduled messages are paused rather than fired.
• ✓Any promotional credit on the account is forfeited.
• ✓Your phone numbers are held for a short while before they are released, in case you come back.

If you want a copy of your data, do it before you cancel. There is a self-serve export under Settings, then Data and privacy.

Coming back

Pick a plan again from the billing page and pay. The account switches back on.

If your phone numbers are still being held for you, and still available, they come back with it. If the hold window has passed they are gone, and that part cannot be undone.