Organization Settings: Billing & Usage

Getting Here

This setting can be accessed from the Organization Settings navigation menu under the menu item, Billing & Usage.

In this module, you can make changes to your current subscription plan, update your billing information and payment method, view your invoice history and keep track of your subscription plan usage.

Current Plan

This section shows your current plan details with its subscription status:

You can also view your current usage under “Your plan includes”.

Subscribing to a Plan

If you are on a trial now and would like to subscribe to a plan, click the SUBSCRIBE TO PLAN button. You will be directed to the pricing page to select your desired plan.

Upgrading or Downgrading a Subscription Plan

If you would like to change your subscription plan, click the CHANGE PLAN button. You will be directed to the pricing page to select your desired plan.

Billing Information

This section will show the next billing date of your subscription, which is the date you will be billed.

You may check your invoice history by clicking See invoice history.

If you need to download the invoice, you can do so by pressing the download icon.

There are a few possible statuses for your invoice. Some may require you to take action:

If you need clarification about the statuses above, please do not hesitate to contact us.

You may change billing information such as company name, billing email and billing address by clicking on Update billing information.

Payment Method

This section allows you to add or change your payment method.

You may add your preferred payment method by clicking on Add payment method to fill in your payment details. Click Add card to fill in your credit card details.

If you would like to change your payment method, please click the Change payment method to fill in your new payment details, and click Replace card.

Usage Overview

This section shows the Monthly Active Contacts (MAC) usage details and allows you to check your monthly overcharges.

The billing date and amount of your overcharges will be shown in the Overcharges column if you are required to pay overcharges for that month.

MACs Breakdown

Upon clicking on Details, you will be able to see the breakdown of MACs used by each Workspace in your organization on a monthly basis.

• If you want to view your previous month's MACs, click on the period dropdown menu and select the period you would like to see.
• If you want to view the MAC of a certain Workspace, click on the Workspaces dropdown menu and select the Workspace you would like to see.

Respond AI Credits

Every respond.io plan is entitled to a limited number of Respond AI credits. Each response of Respond AI consumes one credit. For example, if you used the Translate prompt once, 1 Respond AI credit is consumed.

Monthly Respond AI credits against each plan cannot be carried forward to the next month. You can check your total and used amount of credits in the Your plans includes: section.

Cancellation

This section shows you how to cancel your subscription.

To cancel a subscription, press the Cancel Subscription button at the bottom of the Billing & Usage page. This will prompt a confirmation dialog that will ask for a cancellation reason before you can unsubscribe from your plan.

When an organization initiates a cancellation, the account will be canceled at the end of the current billing cycle. Accounts with an overdue invoice that is not resolved by the end of the billing cycle will be Frozen state until payment is made. If payment is not made before the end of the next billing cycle the account status will be changed to Canceled.

During the cancellation stage, a dialog will be displayed to all users, all Incoming messages will no longer be stored and Workflows won't be triggered. The organization will be flagged for deletion after 90 days.

FAQ and Troubleshooting

Why did my subscription status change to PENDING PAYMENT and what do I need to do?

When your subscription status changes to PENDING PAYMENT, it means you have an overdue invoice (potentially due to a failed payment). You are required to make the payment within 5 days. If your overdue invoice is not paid after the 5 days grace period, your subscription status will change to FROZEN.

Please pay your overdue invoice as soon as possible to avoid having your subscription frozen.

Why did my subscription status change to FROZEN and what do I need to do?

Your subscription status changes to FROZEN if you have an overdue invoice that exceeds the 5 days grace period. In the FROZEN status, access to the respond.io platform will be blocked until you settle all your overdue invoices. Although incoming messages will still be received and stored in this status, Workflows cannot be triggered and outgoing messages cannot be sent. If the overdue invoice is not paid by the end of your billing cycle, your subscription will be canceled.

Please pay your overdue invoice as soon as possible to avoid having your subscription frozen.

Why does my invoice status say Uncollectible?

An uncollectible invoice indicates an issue with your payment that has been discussed with our Customer Support team. The invoice is still pending payment. Please pay your overdue invoice as soon as possible to avoid having your subscription canceled.

How do I pay an overdue invoice?

Open your invoice history on the Billing & Usage page and click the PAY NOW button. It will direct you to our payment processor (Stripe) to make your payment. Once you have successfully paid, please refresh the respond.io page to see your payment reflected on our platform. The update might take a few minutes.

Why do I receive two invoices every month?

There are two invoice types. The first is for your subscription plan (e.g. Team or Business) and will be issued to you at the beginning of each billing cycle. The second invoice is for your MAC Overcharges and will be issued only if you have exceeded your MAC allowance that month.

We highly recommend you upgrade to a higher MAC plan if you persistently exceed your MAC limit. If you are not sure which plan you should upgrade to, please do not hesitate to contact us.

I am on an annual subscription plan. Why do I still receive invoices every month?

If you are on an annual billing plan, you will receive your subscription invoice once a year at the start of your billing cycle. However, you will receive a MAC Overcharges invoice if you have exceeded your MAC allowance that month as MAC Overcharges are billed on a monthly basis.

We highly recommend you upgrade to a higher MAC plan if you persistently exceed your MAC limit. If you are not sure which plan you should upgrade to, please do not hesitate to contact us.

How will I be charged when I upgrade my plan?

When you upgrade your plan, your billing cycle will reset on that same day and you will be billed a pro-rated amount for your usage. After your payment is successful, your subscription will be updated to reflect your new plan.

If you have exceeded your MAC limit at the time of your upgrade, you will be billed for the MAC Overcharges immediately.

How will I be charged when I downgrade my plan?

When you downgrade your plan, your subscription status will change to DOWNGRADING until the end of your billing cycle. At the end of your billing cycle, your subscription will change to your new selected plan and you will be billed the new amount.

I am not able to change my plan due to payment failure. What do I do?

If you encounter a payment failure, it might be because the 3D Secure authentication has failed or you have entered an invalid credit card.

Please make sure your credit card is valid. Otherwise, please update your payment method with a valid credit card and try again.

How to update the billing information on my invoice?

To update your billing address and details, an Organization Admin or Billing Admin user can change the information from the Billing & Usage page by clicking on Update billing information.

Why am I getting the A processing Error Occurred message when making a manual payment on the Billing page?

This means that the payment was declined by the issuing bank and the error is from Stripe, our payment gateway.

Please contact your bank or try again using a different payment method.