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Billing Related Questions for Agencies

Billing questions are easier to resolve when you know where a charge originated and which records to review. This guide explains how to manage your Chat To Clients CRM agency subscription, identify subscription and usage-based charges, review invoices, troubleshoot payments, and escalate a billing dispute. It also clarifies the difference between agency billing, Wallet activity, Marketplace purchases, and client payments. 


IMPORTANT : If you purchased access through another agency rather than directly from Chat To Clients CRM, contact that agency’s administrator for subscription changes or cancellations. Chat To Clients CRM cannot cancel an account managed by another agency.


If you’re ready to cancel your Chat To Clients CRM agency subscription and don’t need the rest of the billing guide, jump directly to. "How to Cancel Your Chat To Clients CRM Subscription" in the article






Note: Agency accounts cannot be paused or placed on hold. To stop an Agency account, you must cancel the subscription. You can reactivate it later by resuming your subscription, and your data will be restored.





TABLE OF CONTENTS


What is Chat To Clients CRM Agency Billing?


Chat To Clients CRM Agency Billing gives agencies a central place to manage their subscription, payment method, invoices, Wallet activity, and eligible add-on services. Understanding where each charge is recorded helps you confirm its purpose, identify the sub-account or service responsible, and resolve billing questions faster.

Your billing information can include several different types of activity:

Your Chat To Clients CRM subscription and Agency Wallet are billed separately. Wallet credits cannot be used to pay the recurring agency subscription.


Note: For Chat To Clients CRM Pricing refer to Chat To Clients CRM Pricing Guide.

Key Benefits of Chat To Clients CRM Agency Billing


How to Set Up and Manage Billing in Chat To Clients CRM


Setting up and managing billing is straightforward in your agency account. Follow the steps below for common billing actions:

How to Upgrade Your Chat To Clients CRM Account


  1. Go to your Agency Settings.

  2. Click on the Billing tab.

  3. Click on Want to Modify/Cancel Your Subscription? option.

  4. Click the Upgrade button.

  5. Toggle between Monthly and Yearly billing options and select a plan as per your needs.

  6. Click on the Upgrade Now button of your selected plan.

  7. Click on Pay (amount) & Subscribe button. (You’ll be charged a prorated amount immediately.)


Downgrade Your Agency Plan

Before downgrading, review which features and sub-account limits are included in the lower plan.

  1. Go to Agency Settings > Billing.

  2. Click Want to Modify/Cancel Your Subscription?

  3. Select an available lower-tier plan.

  4. Review the new price, effective date, and any prorated adjustment.

  5. Confirm the change.



Important: Downgrading your plan does not automatically cancel add-ons, Marketplace apps, phone numbers, or other paid services.

 If the downgrade option is unavailable, contact Chat To Clients CRM Support using the blue question-mark icon.

How to Cancel Your Chat To Clients CRM Subscription


  1. Go to Agency Settings and click on Billing.

  2. Click on "Want to modify/cancel your subscription?"

  3. Click Show More in the pop-up.

  4. Select Cancel Plan.

  5. Choose your Reason for Cancellation, then click Next.

  6. Review the data loss warning.

  7. Click "I am sure I want to cancel".

  8. Provide feedback (minimum 30 words).

  9. Click Submit.


    How to Reactivate Your Account


  1. Click Reactivate Account to reactivate instantly.

  2. Or select "To modify your current subscription, click here"

  3. You may be prompted to add a new payment method.




If your account is eligible, you can move to a lower-tier plan while reactivating your subscription without contacting Support.

  1. On the reactivation screen, select Click Here next to the option to modify your current subscription.



  2. In the subscription modification window, select Downgrade Plan.



  3. Review the lower-tier plan available to your account.

  4. Complete the requested downgrade details and acknowledgements shown on the screen.

  5. Confirm the downgrade to reactivate your subscription on the lower-tier plan.

Payment and Reactivation Troubleshooting

  1. If the payment shows “Processing payment,” avoid submitting multiple payment attempts. Check the payment status before retrying.

  2. If the payment failed:

    • Confirm the card number, expiration date, CVV, billing address, and ZIP/postal code.

    • Confirm the bank is not blocking the charge.

    • Go to Agency Settings > Billing > Payments.

    • Locate the most recent failed subscription invoice and click Retry.

    • Complete any 3D Secure (3DS), OTP, or bank authentication prompt.

  3. For more information, see How to make agency subscription payments with 3DS cards?.

 Agency Settings > Billing > Payments showing a failed subscription invoice and the Retry option.

  1. If the payment succeeds but the account does not reactivate, or the payment continues to fail, contact the Chat To Clients CRM Billing team:

Include your agency name, agency login email, Agency Relationship Number if available, and relevant invoice or payment details.

Cross-Link for the Support Article

If your agency subscription payment failed or your account did not reactivate, review Payment and Reactivation Troubleshooting before contacting Billing.

Chat To Clients CRM Agency Plan Comparison


Billing Changes & Refunds

For billing assistance, refer to 24/7 Customer Support Options.

Proration Explained (Immediate Charges After Upgrading)


Chat To Clients CRM is a prepaid service. If you upgrade mid-cycle:

Financial Assistance Requests


Chat To Clients CRM supports temporary relief for agencies needing financial help:


PLEASE NOTE: Financial assistance is a ONE time discount.


Error: "Please Update the Billing Address"


If you see this error:

Issues with Online Listing Services


To cancel your Online Listing service, submit the following details via chat:


A 3-month commitment applies to this service.


For any other issues with Online Listing Services, please contact Chat To Clients CRM Support through in-app chat or by submitting a support ticket.

Accepted Card Payment Types



Please Note: We don’t accept PayPal, checks - ACH bank transfer now available for payments over $1000

You can now pay by ACH bank transfer for any payment of $1000 or more. ACH transfers take 3-10 business days to process — credit card remains available for all payment amounts.



Card Payment Issues


If your card payment fails or you receive a card payment error, please check the following before retrying:


Note: If you receive a general payment decline, try using an incognito window or a different browser. This often resolves browser-related issues that may be blocking the payment.


If the payment still does not go through after completing these checks, please contact Chat To Clients CRM Support for further assistance.

Viewing Past Invoices


To access invoice history:


Frequently Asked Questions


Q: Why was I charged twice this month?
You may have a prorated charge, a retried payment, or a separate subscription or add-on. Some services may have the same price as an agency plan, such as AI Employee at $97 or HIPAA at $297. Check your invoices and Wallet transactions to identify each charge.


Q: What if I signed up through another agency?
Contact your Agency Admin for subscription changes or cancellations. Chat To Clients CRM cannot manage accounts purchased through another agency.


Q: Can I switch between monthly and yearly billing?
You can choose monthly or yearly billing when upgrading. Changing an existing yearly plan back to monthly is not available in the platform, so you must contact Chat To Clients CRM Support.


Q: Will my data be deleted if I cancel?
Yes. Your data is deleted after 90 days. To keep your data, you can use the $27 per month Pause Plan instead of canceling.


Q: I cannot see the modify or cancel button. What should I do?
Contact Chat To Clients CRM Support through Live Chat. They can review your account and help with the request.


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Last updated Wed, 16 Sep, 2026 at 3:28 PM