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Updated October 6, 2026

Payments, invoices and account suspension

Overview

Your subscription renews automatically: monthly plans on the 1st of each month, yearly plans once a year. On each billing date the card on file is charged and the invoice appears on the Plan & billing page with a receipt by email. Owners and admins open the page from Plan & billing in the sidebar.

If a renewal payment fails, your account becomes past due:

  • We try the card again once a day, up to 3 times in total.
  • Every failed attempt sends a Payment failed email that shows the date your account will be suspended.
  • If the invoice is still unpaid 7 days after the last failed attempt, the account is suspended for non-payment. You get an Account suspended email.

While the account is suspended:

  • Your chat widget, Slack, SMS and WhatsApp stop answering. Visitors see "Sorry, this chat is currently unavailable. Please try again later." No AI answers are generated.
  • Team members can't use the admin console or the mobile app. They see a page that says your organization's account is suspended.
  • Owners and admins can still sign in, but only the Plan & billing page opens, so they can pay.

Paying the open invoice restores everything immediately.

Steps

Pay a failed invoice

  1. Click Plan & billing in the sidebar. If the account is suspended, you land on this page automatically after signing in.
  2. At the top, the red notice shows the unpaid invoice and, while you're past due, the date the account will be suspended.
  3. Choose how to pay:
    • Charge card on file tries your saved card again right away.
    • Pay now opens a secure Stripe checkout page where you can pay with any card. The card you use is saved for future renewals.
    • Update card saves a new card, then charges the open invoice with it straight away.
  4. When the payment goes through, the invoice shows Paid and the suspension is lifted.

Read your invoices

The Invoices table on Plan & billing lists each invoice with what it's For (the billing period, or "AI credits — 10,000" for a credit pack), the amount and the status. When VAT was charged, the amount shows "incl. VAT 20%" and the VAT amount; for EU businesses with a confirmed VAT number it says Reverse charge. Invoice emails show the subtotal, the VAT and the total.

  • Paid: settled.
  • Pending: issued, not charged yet.
  • Failed: the last charge didn't go through. Pay it as described above.
  • Cancelled: replaced, for example by a plan change.
  • Refunded: the payment was returned to your card.
  • Disputed: the cardholder opened a dispute with their bank. We'll contact you.

Invoice emails show a Discount line when a sign-up discount code reduced the price. An invoice for a plan change can show after −X credit. That's the credit for unused time on your previous plan (see Plans and subscription).

Refunds

30-day money-back guarantee. When you cancel within 30 days of your first payment, you can ask for a full refund. Once we approve it, every subscription payment is returned to your card, the invoices show Refunded, and your account moves to the free plan right away. See Cancel your subscription.

If a payment for your current billing period is refunded in full, that period is unpaid again. A new invoice for the same period is issued and your account is past due, exactly as if the renewal had failed. It's retried automatically, and the usual 7-day grace period applies before suspension.

If a credit pack is refunded in full, or disputed, the credits you haven't used from that pack are removed. Your account isn't made past due. A refund returns the VAT you paid along with the price.

VAT

Prices exclude VAT. EU customers pay VAT on top, at 20%:

  • Bulgaria: VAT is always added.
  • Other EU countries: VAT is added unless you enter a VAT number that the EU's VIES service confirms. Then no VAT is added and your invoices say Reverse charge: you account for the VAT yourself.
  • Outside the EU: no VAT.

To set your country and VAT number:

  1. Click Plan & billing in the sidebar.
  2. Under Billing details, choose your Country.
  3. If your country is in the EU, enter your VAT number (optional, for businesses). You can type it with or without the country prefix.
  4. Click Save. The number is checked straight away and shows Confirmed, Not valid, or Not checked yet.

If the EU's service can't be reached, the number shows Not checked yet. We check it again before your next payment, and VAT is added until it's confirmed. Click Check again to retry yourself. If it says Not valid, check the number with your accountant.

Changes apply from your next payment. If your account doesn't have a country yet, Plan & billing shows "Add your country so we can bill VAT correctly." and no VAT is added until you choose one.

Tips

  • You can only pay each invoice once. If you open Pay now in two tabs, the older checkout page stops working. If a payment ever reaches us for an invoice that's already paid, it's refunded automatically.
  • While a Pay now checkout page is open, we don't charge your saved card for that invoice. That way you aren't charged twice.
  • If we can't confirm a charge, for example because the payment service timed out, it doesn't count as a failed attempt. We check again within the hour.
  • You can't switch to a free plan while an invoice is unpaid. Pay the open invoice first.
  • Your price is fixed when you subscribe or change plan. If we change a plan's list price later, your renewals keep your price.
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