Billing and your plan

Owners and admins see the organisation's plan and bills under Your account. Open the menu under your initials, top right, and click Plan & billing or Invoices. Approvers and viewers don't see these pages.

Billing has three tabs:

• Plan & billing: your plan, your next bill and what you've used.
• Payment methods: the card or PayPal account your plan is charged to.
• Invoices: your bills, and who gets them.

An organisation that isn't billed says This organisation isn't billed. It has no plan to pay for and no limits.

The summary strip#

Plan & billing and Invoices start with three small cards:

• Plan: the plan you're on, with a label. Trial during a trial, Free on the Free plan, Monthly or Yearly on a paid plan, or Ends with a date once you've cancelled. Under it, what the plan costs a month (or a year).
• Next bill: what you'll pay next and when. During a trial it says When your trial ends. Otherwise Plus any extra tickets. On the Free plan it says Nothing to pay. After you cancel it says None. When money is owed now, the card says To pay now, with Pay now.
• Tickets this month (or Tickets this period on a yearly plan): a bar and, for example, "96 of 250". Over the allowance it adds "(12 extra, charged)" on paid plans.

Change plan#

Click Upgrade (on the Free plan) or Change plan at the top right of Plan & billing.

The plans open on their own page, Choose your plan, in a secure form from our billing service. ← Plan & billing takes you back. A paid plan chosen here starts straight away. The 30-day trial is for monthly plans chosen when signing up on the pricing page. When a trial ends, the plan carries on and your card is charged, unless you cancel before then.

What your plan includes#

Under the summary, What your plan includes lists each allowance with a bar and how much is in use this period, for example "3 of 5":

• Tickets: tickets the agent has worked on this period, out of your allowance. On paid plans, extra tickets carry on and are charged per ticket.
• Platforms, People and Chatbots: how many you have, out of how many your plan allows.

A line that's full turns amber. It may also say (all used) or (more than your plan includes).

Add-ons#

Add-ons, such as an extra platform or more people, are listed in a table under Add-ons. Each shows On or Cancelled.

• Cancel stops an add-on renewing. Confirm with Cancel add-on. It stays on until the end of this period.
• Keep it undoes a cancelled add-on before its period ends.

Some add-ons can't be cancelled until a set date. The table says Can be cancelled from that date.

Cancelling your plan#

A quiet line at the bottom of Plan & billing says what cancelling does.

1. 1

   Click Cancel plan….

2. 2

   Confirm with Cancel plan. Click Keep it if you change your mind.

The plan keeps working until the end of the period you've paid for, and you aren't charged again. Changed your mind before then? Click Keep my plan on the same line.

When you reach a limit#

• Platforms, people and chatbots: adding one more than your plan allows is refused, with a message saying how many your plan includes. Upgrade, or buy an add-on, to add more.
• Tickets on the Free plan: once this period's tickets are used up, the agent doesn't start on new tickets. Each one says so in its conversation. New tickets start again when the next period begins, or straight away after an upgrade: click Investigate again on the ticket.
• Tickets on a paid plan: the agent carries on. Each extra ticket is charged.
• Development, the content writer and setup assistants come with Team and Business. On other plans, switching them on is refused.

Talking to the agent about a ticket it has already started on never uses up a ticket.

Payment methods#

The Payment methods tab is a table of the cards and PayPal accounts you've added, with when each card expires. The one that's charged shows Used for payments.

1. 1

   Click Add a payment method.

2. 2

   In the pop-up, choose the Way of paying: Credit or debit card or PayPal.

3. 3

   For a card, enter the Name on the card, fill in the provider's secure card form, and click Save card. For PayPal, follow PayPal's own button.

Card details go straight to the payment provider's secure form. We never see the card number.

Each row's ⋯ menu has:

• Use for payments: makes this one the one that's charged.
• Remove: takes it away, after you confirm.

Invoices#

The Invoices tab shows the summary strip, then every invoice, newest first:

• Invoice: its number.
• Date and Amount. If part is still owed, the amount says how much is left to pay.
• Status: Paid, Due, Overdue, or Added to a later invoice for an unpaid invoice carried into a later one.
• Pay opens a secure form to pay what's owed. PDF downloads a copy.

Who gets the invoices#

Invoices go to the organisation's owner. The line at the top of Invoices says who else gets them.

1. 1

   Click Change who gets them.

2. 2

   Type more addresses under Also send invoices to, such as your accounts team, separated by commas.

3. 3

   Click Save.

When a bill isn't paid#

Once a bill is past its due date, owners and admins see an amber banner on every platform page: Your bill is overdue. Nothing stops yet. Click Pay now to pay it. The billing pages show the same reminder, with the amount due.

If the bill stays unpaid, our billing service locks your account. The banner turns red: Your account is locked because a bill wasn't paid. From then on the agent doesn't start work on new tickets. Everything else keeps working: you can still sign in, read tickets and pay. Work the agent had already started finishes. Once the bill is paid, the agent takes new tickets again within 15 minutes, or straight away when you open Billing. A ticket it didn't start while the account was locked says so: click Retry on it.