Payment method and invoices

What it is

Payments and invoices are handled by a dedicated payment provider, reached through two hosted pages:

• Checkout — where you pay for a plan or an add-on the first time.
• The billing portal — where you change the card afterwards, update your billing details, download invoices, and cancel.

Card details are never typed into Agentency and are never stored by Agentency. Both pages belong to the payment provider; Agentency only ever sees that a payment succeeded.

Your recent invoices are also mirrored onto the Billing page as Billing history, so you do not have to open the portal for a quick look.

When you would use it

When a card expires or is replaced. When finance needs a PDF invoice or a VAT-ready billing address. To check your next renewal date. Or to cancel — cancellation lives in the portal, not in the dashboard.

Where to find it

Dashboard → Settings → Billing. Owner-only.

The Manage billing button opens the portal. It appears once you have an active subscription — a workspace that has never paid for anything has nothing to manage.

Steps

Changing the card

1. Open Dashboard → Settings → Billing as the account owner.
2. Select Manage billing. The portal opens.
3. Add the new payment method, then make it the default.
4. Remove the old card only after the new one is default. Removing the only card on file leaves nothing to charge at renewal.
5. Close the portal and return to Billing. Reload the page to see the updated details.

Getting an invoice

1. Open Dashboard → Settings → Billing and scroll to Billing history.
2. Find the line you need. Each carries a status: Draft, Open, Paid, Uncollectible, or Void.
3. Open it for the full document, or use the portal for the complete archive.
4. If finance needs a company name, address, or tax number on the invoice, set those in the portal before the next renewal. Details are captured at the moment of billing and cannot be edited onto an invoice that has already been issued.

What you will see

Billing shows your current plan, live usage meters, add-on cards, and the Billing history list. A workspace that has never been charged shows "No invoices yet." rather than an error.

The list is cached for a short time, so an invoice from the last minute or two may not have appeared yet.

Subscription states you may see:

• Active — normal.
• Past due — a payment failed. Read the section below.
• Cancels soon — you cancelled, and access continues until the date shown in "Access ends on {date}".
• Complimentary — support granted you a plan. It shows either an expiry date or "Complimentary plan — no expiry", and it takes precedence over any subscription while it is live.

When a payment fails

Be aware of exactly how much Agentency does here, because it is less than most people assume.

Agentency itself sends you nothing. There is no dunning email from us, no in-product warning, and no countdown. What you get is the status on the Billing page changing to Past due.

The payment provider runs its own retry schedule and may email you directly, depending on how it is configured. That email, if it arrives, comes from them and not from Agentency.

The practical consequence: check Billing yourself if a renewal was due. A failed payment that nobody notices eventually ends the subscription, and the first symptom your customers see will be your widget disappearing.

If you see Past due, open Manage billing, fix the payment method, and let the provider retry. Do not wait for a message.

Limits and plan notes

Owner-only. A member cannot open the portal, download an invoice, or see the payment method. If your finance team needs invoices, either the owner supplies them or the owner login is what finance uses. See Why Billing is missing.

Self-service payment is by card, through the hosted checkout. If your organisation requires another arrangement, ask through contact support — but do not assume one is available.

Complimentary grants are not subscriptions, so they do not generate invoices. If you are on a comp and finance is looking for a matching invoice, that is why there is none.

Add-ons invoice separately from the plan. Extra chatbots and extra knowledge appear as their own recurring lines; a credit pack appears as a one-off line.

Never send card details to support. Nobody at Agentency will ask for a card number, a security code, or your password.

Common problems

I am a member and Billing is missing entirely.

Expected. Ask the owner. Billing is hidden whenever you are acting in a workspace you do not own.

Manage billing is not showing.

You have no active subscription yet. Complete a plan checkout first; the portal appears afterwards.

Today's invoice is not in the list.

The list is cached briefly. Refresh in a minute, then check the portal, which is the complete record.

My invoice has the wrong company details.

Update them in the portal so future invoices are correct. An already-issued invoice cannot be edited after the fact.

The card was charged but my plan did not change.

Refresh Billing as the owner. If it is still wrong after a few minutes, contact support with the time of the payment and the last four digits only.

I cancelled by removing my card.

That is not a cancellation — it is a payment that will fail. Cancel properly through the portal so the subscription ends cleanly at the end of the period you have already paid for. See Upgrade or downgrade.