Table of Contents

Subscription Section (v3)

Dilyara Updated by Dilyara

Want to change your plan or your billing details? Check invoices or add a new payment method? You can do this and more from the Subscription section of your Account!

To access the Subscription section, click on your avatar, in the bottom-left corner of your Dashboard, then click on Subscription.

In the Subscription section, you will find 3 sub-sections:

(i) Plans & Pricing;

(ii) Subscription;

(iii) Invoices.

We'll go through all of them one by one.

Plans & Pricing

Plans comparison

On the Plans & Pricing page, you're going to find the Plans comparison.

You will see a comparison of plans for the Web and WhatsApp plans.

Yearly Pricing

When you access the Plans&Pricing page, the prices shown will be for yearly pricing (with a 20% discount πŸ€‘).

To view pricing for monthly billing, switch the toggle to Monthly.

Features comparison

If you scroll down you will find a table with the full list of features and the plans that they are (or not) included.

Subscription

Current subscription

Under the option "current subscription", you will be able to see:

  • Your current plan;
  • The number of Seats (Teammates) you have added to your account;
  • Chats counter, which indicates the number of chats used within the current billing cycle compared to the number of chats included in your plan;
  • Renewal date both for your chat counter and your current plan.
Note: If you are on a yearly billing cycle, the renewal date for your chat counter will be different from the renewal date of your plan. This is because chats are always counted on a monthly basis.

In the example below, we are on a Professional plan with 5 seats (Teammates), and our plan will be renewed on the 30th of May, 2023:

Payment method

In this section it is possible to edit the information about the Credit Cards you use to pay for your Premium plan, performing the following actions:

  1. Add a Credit Card: You can add a credit card at any time by clicking on Add Payment Method:

Insert the card number, the expiration date, and the CVC, then click on Add card:

  1. Change the Credit Card used: If you need to add another credit card, click on Add another credit card, just below your first card.
  2. Delete a Credit Card: You can delete a payment method by clicking on the Delete button.
    Note: Please keep in mind that if you are paying for a Premium plan, you must have at least one saved credit card at all times.

    Please downgrade to the Sandbox (Free) plan first to delete all your payment methods. If you downgrade you will not lose the services because this will be provided until the end of the prepaid period and the account will be downgraded (Sandbox) after that. But If there is no payment method at the moment of the renewal, the subscription will be canceled, and the bots with Premium features will be disabled.

Billing details

To edit your Billing details, click on the pencil icon at the bottom of the subscription page.

Please keep in mind that these are the details that are going to show on your payment invoices.

You can insert your details as a Company or as a physical person (Personal):

  • For Company Accounts, you need to insert your VAT number (or equivalent tax registry number from the country).
  • For Personal accounts, you need to insert your Personal ID Number.
Please note that VAT number/Personal ID fields will appear after you select the country

How to upgrade

If you want to change your plan to a superior one (Upgrade), you can do it by clicking on Change my plan > Choose a plan from the Plans & Pricing page > Choose a billing cycle (monthly/yearly) > Click on Upgrade.

It is also possible to do it by clicking directly on the Upgrade button (as you can see on the right side of the following example), or directly from the Plans&Pricing sub-section.

Once you chose the plan and the billing cycle, you will see the confirmation page with:

  • Your billing details;
  • Your payment method;
  • The summary of the transaction.

By clicking on Confirm Upgrade you are paying the Premium subscription, and a confirmation message will appear.

If you are upgrading from a Sandbox (Free) plan, you will see this Welcome Onboard screen, and you'll be able to book a quick onboarding call with us. You can't miss this opportunity!

  1. Extra: Check your new Subscription status

If you go back to the Subscription page, you'll see your current plan and the date your account will be renewed/changed to the new plan.

The changes will reflect also on the Plans & Pricing page, where your new plan will be labeled as Your current plan.

7 days money back policy

If you upgraded and decided that the new plan did not work for you, we guarantee aΒ 7 days money-back guarantee period.Β This means thatΒ you can enjoy the plan you upgraded to for 7 days and then decide if it worth it according to your needs.

Please find more information about our Refund Policy in this same article.

Invoices

After every payment, an invoice will be generated in your Invoices section. It is possible to download the invoices as a PDF by clicking on Download.

If you need to update the information about your next invoice, you can do that at the Billing details in the Subscription section. Click here to see how to do it.

How to downgrade

All Premium plans are recurring, regardless of monthly or yearly billing cycle. If you wish to unsubscribe without getting charged again, you must downgrade your plan before your prepaid period ends.Β 

Need to take a step back from the features you currently have in your plan? You can switch your account to another plan by Downgrading.

If you want to Downgrade to a plan with fewer features, or to the Sandbox (Free) plan, you can do it by clicking on Downgrade, under the chosen plan, in the Plans & Pricing sub-section:

If you choose the Sandbox (free) plan, you'll be redirected to a bot that will ask you the reason for your Downgrade (cancellation of subscription). This information is of great value to us, since it'll surely help us improve!

Note: Please keep in mind you must complete the bot to cancel your subscription. It won't take long (about 15 seconds) and you are free to answer anything!

After you complete the bot, you'll be redirected to your subscription page, which will show the new state of your subscription. In the case of the screenshot below, the plan stays the same till the date of the 30th of September(pre-paid period), when it will be downgraded to the Sandbox (free) plan.

Please note that your account will only be downgraded at the end of the current billing cycle. That means that you have until the end of the prepaid period to enjoy the features of the old plan.

Refund policy

This refund policy is not applicable to the extra volume of chats consumed.

If you exceed the number of chats included in the plan, the refund will only cover the Base plan.
  1. REFUND AFTER 1st PAYMENT

If you upgraded and decided that the new plan did not work for you, we guarantee aΒ 7-day money-back guarantee period.Β This means thatΒ you can enjoy the plan you upgraded to for 7 days and then decide if it's worth it according to your needs πŸ˜‰

7 day period is calculated from the moment of the upgrade, and can be required only once.
IMPORTANT: For subscriptions that include a WhatsApp integration, the 7-day refund policy doesn't apply if the official phone number has already been requested. There's a 50€ fee that comes to each request that would be deducted from the refund.
  1. REFUND AFTER RENEWAL OF SUBSCRIPTION

If you forgot to cancel the subscription before being charged again, you also have a grace period of 7 days to cancel the subscription and ask for a refund. This applies both to Monthly and Yearly Premium plans.

No exceptions will be made, and the refund will never be more than the amount of the last invoice charged (1 month for monthly plans, and 1 year for yearly plans).

Payment FAQs

Do you have any doubts about payment that were not solved in this article? Please check ourΒ Payment FAQΒ πŸ˜‰

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Teammates - Add extra agents (seats) to your Account

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