Managing Agency Billing in Your CRM

Understanding Agency Billing

This guide covers common billing questions and tasks for agencies using the CRM platform. You'll learn about subscription types, payment management, invoice access, and how to handle billing-related issues. Managing your agency's billing effectively ensures uninterrupted service for you and your clients.

Important: If you signed up through another agency rather than directly with the CRM platform, contact your Agency Administrator to cancel services. The CRM platform cannot process cancellations for accounts managed by another agency.

Key Benefits of Agency Billing

The CRM's billing system provides flexibility and control over your subscription with these advantages:

• Easy plan upgrades and downgrades with prorated adjustments
• Clear access to current and historical invoices
• Support for various payment methods
• Financial assistance options for temporary relief
• Direct subscription management from your agency portal

Setting Up and Managing Billing

Manage your agency's billing directly from your account settings for various actions.

Upgrading Your Agency Account

To upgrade your subscription plan:

1. Navigate to your Agency Settings.
2. Click on the Billing tab.
3. Select the option to modify or cancel your subscription.
4. Click the Upgrade button.
5. Toggle between Monthly and Yearly billing options and choose your preferred plan.
6. Click the Upgrade Now button for your selected plan.
7. Complete the payment process. Note that you'll be charged a prorated amount immediately.

Canceling Your Subscription

To cancel your agency subscription:

1. Go to Agency Settings and select Billing.
2. Click on the option to modify or cancel your subscription.
3. Click Show More in the pop-up window.
4. Select Cancel Plan.
5. Choose your reason for cancellation and click Next.
6. Review the data loss warning.
7. Confirm your cancellation decision.
8. Provide feedback (minimum 30 words required).
9. Click Submit to complete the cancellation.

Reactivating Your Account

To reactivate a canceled account:

• Click Reactivate Account to restore service immediately, or
• Select the option to modify your current subscription
• You may need to add a new payment method during reactivation

Agency Plan Comparison

The CRM offers three main subscription tiers for agencies with varying features and sub-account limits.

Starter Plan

• 3 sub-accounts included
• App Marketplace access
• Community resources and help videos
• Mobile app access
• Workflow and Campaign Builders
• 2-way SMS and Email capabilities

Freelancer Plan

• All Starter plan features
• Unlimited sub-accounts
• White-label options
• Desktop Memberships
• Chat and Phone Support
• Partner Program access

Agency Pro Plan

• All Freelancer plan features
• SaaS Mode
• Custom Objects
• Email, Phone, and Text Rebilling
• Split Testing
• Agent Reporting
• AI Conversational Bot
• Advanced API Access

Understanding Proration

The CRM operates as a prepaid service. When you upgrade mid-billing cycle:

• You're charged immediately for the new plan
• A prorated credit is applied for unused time on your previous plan
• Example: Upgrading from a lower-tier to higher-tier plan mid-month applies credit for unused days at the old rate and charges for remaining days at the new rate

Financial Assistance Requests

Temporary financial support is available for qualifying agencies:

1. Go to Settings and select Billing
2. Click on the option to modify or cancel your subscription
3. Choose Request Financial Support
4. Provide a detailed explanation of your situation
5. Check all acknowledgement boxes and proceed
6. Review the next invoice details and confirm
7. Approved accounts receive one month of service at 10% of their plan cost

Troubleshooting Billing Issues

Billing Address Errors

If you receive a "Please Update the Billing Address" error:

• Confirm that your postal code, address, and CVV match your card information exactly
• Ensure all billing details correspond with your card issuer's records

Online Listing Services

To cancel Online Listing services:

• Submit cancellation requests through chat with your Location Name, Location ID, and reason for cancellation
• Note that this service requires a 3-month commitment
• Contact support for other Online Listing service issues

Accepted Payment Methods

The CRM accepts these card types:

• Visa
• Mastercard
• American Express (AMEX)
• Discover
• Visa-Debit

Card Payment Issues

If your card payment fails:

• Verify card number, expiration date, CVV, and billing address accuracy
• Ensure billing address and postal code match your card issuer's records
• Confirm sufficient funds or available credit
• Check with your bank for potential transaction blocks
• Verify your card is enabled for online recurring payments

Viewing Past Invoices

Access your billing history through the Billing section in Agency Settings where you can view and download past invoices for your records.