> ## Documentation Index > Fetch the complete documentation index at: https://help.agentsy.pro/llms.txt > Use this file to discover all available pages before exploring further. # Billing Problems > Troubleshoot failed payments, unexpected charges, missing invoices, subscription status, and promotional discounts in Agentsy. # Billing problems If something looks wrong with your Agentsy subscription or payment, start by checking the subscription details and invoices associated with your organization. Agentsy uses Stripe for subscription billing, but the billing options available to you can depend on your plan and account configuration. > [!NOTE] > > Billing and account access are separate from your AI Experience's visitor registration. If visitors cannot chat or sign in, see [Sign-in problems](/troubleshooting-and-support/sign-in-problems) or [Assistant response issues](/troubleshooting-and-support/assistant-response-issues). ## Start with a quick billing check 1. Sign in to the Agentsy account that manages the subscription. 2. Open the available billing or subscription settings. 3. Confirm that you are reviewing the correct organization and subscription. 4. Check the plan, billing period, subscription status, and most recent invoice. 5. Compare the information with the payment confirmation or bank statement that prompted your question. If your account provides a link to a Stripe-hosted billing portal, use that link to review the payment methods, invoices, and subscription options available to you. > [!WARNING] > > Never send card numbers, security codes, passwords, or full payment credentials in a support message. Agentsy support may ask for an invoice number, transaction date, or the last four digits of a card when appropriate, but not your full card details. ## Find the issue you're experiencing | Problem | What to check first | Related guide | | - | - | - | | Payment failed | Payment method, card expiration, bank authorization, invoice status | [Payments and invoices](/billing-and-plans/payments-and-invoices) | | Charge amount seems incorrect | Current plan, renewal date, taxes, discounts, plan changes | [Upgrade or downgrade](/billing-and-plans/upgrade-or-downgrade) | | Invoice is missing | Correct account, billing history, invoice email, Stripe billing portal | [Payments and invoices](/billing-and-plans/payments-and-invoices) | | Subscription status looks wrong | Active plan, pending changes, billing status, renewal date | [Plans and free trials](/billing-and-plans/plans-and-free-trials) | | Coupon was not applied | Eligibility, duration, invoice date, discount terms | [Coupons and promotions](/billing-and-plans/coupons-and-promotions) | | Charged after requesting cancellation | Cancellation confirmation, effective date, invoice period | [Cancel your subscription](/billing-and-plans/cancel-your-subscription) | | Message usage seems inconsistent | Billing cycle, message allowance, usage shown in account | [Message usage and limits](/billing-and-plans/message-usage-and-limits) | ## A payment failed A payment may fail because a card has expired, the issuing bank declined the charge, the payment method requires additional verification, or the billing information needs attention. ### What to do 1. Review the failed invoice or payment notice, if one is available. 2. Check whether your payment method is current and authorized for online recurring payments. 3. Update the payment method through your account's available billing controls or Stripe-hosted billing portal. 4. Follow any additional verification instructions shown by your payment provider. 5. Check the invoice and subscription status again. > [!NOTE] > > Do not assume that updating a card automatically retries every failed payment. Retry behavior and any effect on service access depend on the billing configuration. Follow the instructions shown in your billing account or contact support if the status remains unresolved. If your bank declined a payment, the bank may be able to explain the reason. Agentsy generally cannot override an issuer's decision. ## A charge is higher or different than expected Compare the charge against the invoice rather than relying only on the amount shown in your bank statement. Possible explanations include: * **Plan changes:** An upgrade or downgrade may affect the amount or timing of an invoice. * **Tax:** Applicable taxes may appear as separate invoice line items. * **Promotion changes:** A coupon may have expired or may not apply to the current subscription. * **Billing period:** The invoice may cover a different period than you expected. * **Multiple subscriptions:** More than one organization or subscription may be associated with your payment method. * **Currency or bank fees:** Your card provider may show a converted amount or additional fees. ### How to investigate 1. Locate the invoice corresponding to the charge. 2. Review the invoice date, currency, line items, discounts, and taxes. 3. Check recent plan changes or subscription renewals. 4. Compare the invoice with your original offer or promotional terms. 5. If the charge still appears incorrect, contact support with the invoice number and a brief explanation. > [!WARNING] > > Do not assume an unexpected charge qualifies for an automatic refund. Any refund or billing adjustment depends on the applicable terms and a review of the specific transaction. ## An invoice or receipt is missing 1. Check the billing area for invoice history and downloadable documents. 2. If available, open the Stripe-hosted billing portal linked from Agentsy. 3. Confirm that you're signed in to the account responsible for the subscription. 4. Search your email inbox and spam folder for billing notifications. 5. If you still cannot find the invoice, contact support and provide the approximate charge date and amount. If you need an invoice with updated billing details, first review the information you can edit in your billing settings. Changes to historical invoices may be restricted by payment-provider and accounting requirements. ## Your subscription status seems incorrect A subscription may display a status that differs from what you expected after a payment failure, plan change, trial transition, or cancellation request. Check the following: * Are you viewing the correct Agentsy organization? * What plan and renewal date are displayed? * Is there an unpaid or open invoice? * Did you receive confirmation of a plan change or cancellation? * Was your trial or promotional period scheduled to end? If you recently changed plans, review the effective date rather than assuming the change happened immediately. > [!TIP] > > Keep a copy of the confirmation screen or email when you change a subscription. It can help resolve questions about timing or charges later. ## A coupon or promotion is missing Promotional offers can differ in eligibility, duration, and which subscription charges they affect. 1. Check the terms of the original offer. 2. Confirm that the promotion was applied to the intended subscription. 3. Review the invoice's discount line items. 4. Check whether the promotion applies for one billing period, several periods, or another defined duration. 5. If the discount should still apply, contact support before making further subscription changes. > [!NOTE] > > A \$0 invoice may indicate that a discount covered a particular billing period. It does not, by itself, establish that all future renewals will be free. For more details, see [Coupons and promotions](/billing-and-plans/coupons-and-promotions). ## You were charged after canceling First, confirm whether the subscription was actually canceled and **when** the cancellation was scheduled to take effect. * Look for a cancellation confirmation. * Compare the cancellation date with the invoice date and service period. * Check whether the subscription was scheduled to end at the end of the billing period. * Confirm that the charge belongs to the same organization and subscription. A cancellation request, account deletion request, and completed subscription cancellation are different actions. See [Cancel your subscription](/billing-and-plans/cancel-your-subscription) for more information. ## When to contact Agentsy support Contact support if you cannot access billing controls, a payment remains unresolved, an invoice is missing, or the charge does not match your subscription terms. Include: | Information | Example | | - | - | | Organization or AI Experience | Name or website URL | | Account email | Email used to manage billing | | Issue | "Discount missing from October renewal" | | Relevant date | Date of invoice or attempted payment | | Invoice reference | Invoice number, if available | | Expected result | What you believed would happen | | Actual result | What appeared in billing or on the invoice | You may attach a screenshot of the relevant billing screen **after removing sensitive payment and personal information**. > [!TIP] > > A useful billing report identifies the exact subscription and invoice, explains the difference between the expected and actual result, and avoids sharing confidential payment details. ## Billing troubleshooting checklist * [ ] I'm signed in to the correct organization. * [ ] I've checked the subscription plan and renewal date. * [ ] I've reviewed the relevant invoice and payment status. * [ ] I've checked for recent plan changes, taxes, or promotions. * [ ] I've verified any cancellation or trial-end date. * [ ] I've followed the available payment-provider instructions. * [ ] I've gathered a safe, concise description if support is needed. ## Related articles * [Plans and free trials](/billing-and-plans/plans-and-free-trials) * [Message usage and limits](/billing-and-plans/message-usage-and-limits) * [Payments and invoices](/billing-and-plans/payments-and-invoices) * [Upgrade or downgrade](/billing-and-plans/upgrade-or-downgrade) * [Cancel your subscription](/billing-and-plans/cancel-your-subscription) * [Coupons and promotions](/billing-and-plans/coupons-and-promotions) * [Contact support](/troubleshooting-and-support/contact-support) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.