Your plan and billing through your agency

You pay your agency for your account, not anyone else. Your plan, its price and what you may change yourself are all set by them, and shown on your Billing & wallet page. Payments to you from your own customers are separate: they go into your own Stripe.

Before you start

• You are an owner or admin of the business.

Steps

1. Open Settings › Billing & wallet.
2. Read Your plan with your agency's name: the plan you are on and what it costs a month. (The Current plan card above it shows the account level underneath your plan, and when it renews.)
3. To change plan, look at the plans listed. Press Upgrade to or Move to on the one you want, pick a reason if asked, and confirm with Switch to and the plan's name. A message says which plan you are on now. If a plan says "Ask" your agency "to upgrade you", your agency handles that change.
4. To cancel, press Cancel subscription. In Before you go, choose a reason, add a note if you like, and press Cancel my subscription. Your plan stays until the end of the period you paid for.
5. Changed your mind? While your subscription is set to end, press Keep my plan.
6. Read Usage to see how much of your plan you have used this month, and AI this month for what AI cost.
7. To change your card or download invoices, press the button under Manage billing. It opens a secure billing page.

What happens next

Upgrades and downgrades are prorated for the rest of the billing period. A cancellation never ends your plan part-way through a period you paid for.

Your wallet pays for things used one at a time, such as texts, calls, extra email and AI. It works in one of two ways, depending on your agency:

• If your agency pays for your usage, the Wallet card shows what was spent this month "— billed to your agency", and there is no Top up button.
• If you pay for your own usage, choose an amount and press Top up to add money by card.

Add-ons, such as an extra team seat or the AI assistant, are charged to your wallet at the price shown on their button, which your agency may set.

If a payment to your agency fails, your account may be put on hold until it is paid. The hold screen has an Update payment button.

Troubleshooting

There is no Upgrade or Cancel button. Your agency has switched that off. The page says to get in touch with them, for example "To cancel, get in touch with" your agency.

"Your plan is arranged by your agency. Get in touch with them to change it." You are not on one of your agency's self-service plans. Ask them.

The price here is different from what I agreed. Only your agency can change it. Contact them with a screenshot of this page.

There is no Top up button. Your agency pays for your usage. If something stopped because the balance ran out, tell them.

"Your account is on hold". A payment did not go through. Press Update payment and pay the outstanding invoice; everything comes back as you left it.

Related

• Features not on your plan, and accounts on hold
• Get help from your agency
• Top up your wallet and read your transactions
• Buy an add-on