Billing & Usage

Getting Here
This setting is accessible by Organization Admins and Billing Admins only!
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:
Subscription Status
Definition
TRIAL
You are on a trial plan now
TRIAL ENDED
Your trial has expired
ACTIVE
You are currently subscribed to a plan
DOWNGRADING
Your subscription will be downgraded at the end of your billing cycle
CANCELING
Your subscription will be canceled at the end of your billing cycle
PENDING PAYMENT
You have an overdue payment that requires immediate payment to avoid having your account frozen
FROZEN
Your organization is frozen due to overdue payment, you are required to pay the invoice now to unfreeze your organization
CANCELED
Your subscription has been canceled. You do not have an active subscription.
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.
You may refer to our website for the plans comparison and more details
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.
You may also upgrade to an annual billing cycle to save up to 20% by clicking the Switch to annual billing to save up to 20% link below the CHANGE PLAN button
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.
A new invoice for your subscription will be generated at the beginning of every billing cycle. Your chosen payment method will be automatically charged.
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: 
Invoice Status
Description
Paid
This invoice has been paid, you may download the invoice
Void
This invoice is void, you may download the invoice
Open
This is an overdue invoice, please click the PAY NOW button to make the payment
Uncollectible
This is an overdue invoice, please click the PAY NOW button to make the payment
Draft
This is an upcoming invoice
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.
Your payment details will be processed securely by our payment processor,  
 
If there is an error making your payment or refreshing your plan, please take note of the error and contact us. 
Note: A screenshot or screen recording will be helpful.
If you have any questions on how billing works, you can take a look at our Frequently Asked Questions page or contact us directly.
Usage Overview
This section shows the Monthly Active Contacts (MAC) usage details and allows you to check your monthly overcharges.
Monthly Active Contacts (MACs) are contacts that have sent or received a message (excluding broadcast messages) over the billing month. The MAC will be reset at the beginning of each billing cycle.
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.
Overcharges are issued at the end of each billing month if you used more MACs than your plan allows. You’ll be billed for every block of 100 additional MACs that you use.
Organization Admins and Billing Admins will receive an email alert when their Organization reaches 90% and 100% of their MAC limit.
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.
You may download the MAC graph by clicking on the Actions button (the three dots)
Danger Zone
This section allows you to cancel your subscription.
We are sorry you didn’t enjoy your respond.io experience. Before canceling your subscription, please reach out to us and let us know how we can improve.
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.
Frequently Asked Questions
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 an 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.