Billing Questions

Most billing questions fall into one of four buckets. Here's how to resolve each.

My Payment Failed

If a payment failed, you'll see:

• An email notification from us.
• A banner in the dashboard.

The fastest fix:

1. Go to Brokerage > Billing.
2. Click Update Payment Method.
3. Enter a new (or updated) card.
4. Save.

We automatically retry failed payments for a few days. Once you've updated the card, the next retry will succeed and your subscription stays active.

If you don't update within the retry window, your account moves to a read-only state until billing is resolved.

I Need To Update My Payment Method (Card Expired, Switched Banks)

Same flow as the failed payment fix:

1. Brokerage > Billing.
2. Update Payment Method.
3. Enter the new card details.
4. Save.

The new card takes effect immediately and will be charged on your next billing date.

I Need My Invoices For Accounting

All past invoices are on the Billing page:

1. Brokerage > Billing.
2. Scroll to the Invoices section.
3. Click any invoice's Download link to get the PDF.

Download as many as you need. There's no limit.

I Want To Change My Plan

To upgrade or downgrade:

1. Brokerage > Billing.
2. Click Change Plan.
3. Pick the new tier.
4. Confirm the new price.

Upgrades take effect immediately (prorated for the rest of the current cycle).

Downgrades take effect at the end of your current billing cycle (you keep your current plan's benefits through to renewal).

Other Billing Questions

For anything else:

• My discount didn't apply - confirm via the Referrals page that the referral shows as Completed. Discounts apply the cycle after the referral completes.
• My bill is higher than expected - check seat count (each agent counts as a seat). See Inviting And Managing Your Team.
• I want to cancel - there's a Cancel Subscription option at the bottom of the Billing page. You keep access through the end of the current cycle.

If your question isn't covered here, contact support with your account email and the specifics.

What To Do Next

• Full billing overview: Billing.
• Manage seats to control costs: Inviting And Managing Your Team.
• Reduce your monthly price: How The Referral Program Works.