Payment & billing problems

Payment failed

"your card was declined"

Try these in order:

1. Check card hasn't expired
2. Try a different card
3. Contact your bank (they might be blocking it)
4. Try PayPal instead (if available)
5. Update billing address to match card

Common reasons banks decline:

• International transaction blocked
• Suspected fraud (new merchant)
• Insufficient funds
• Card limit reached

How to fix:

• Call your bank
• Say "I'm trying to pay for Clients.ai subscription"
• Ask them to allow the charge
• Try payment again immediately

Payment keeps failing

If you've tried multiple times:

• Wait 24 hours
• Don't keep retrying (makes it worse)
• Contact Stripe support (not Clients.ai)
• Or email hi@clients.ai for manual invoice

Payment went through but account still says "suspended"

This happens when:

• Payment just processed (wait 5 minutes)
• Webhook didn't fire (technical issue)
• Wrong account charged

Fix:

1. Go to Settings → Billing
2. Click "Refresh Status"
3. Wait 2 minutes
4. Reload page

Still suspended?

• Email hi@clients.ai with payment confirmation
• Include screenshot from bank/card statement
• They'll activate manually

Subscription issues

Can't cancel subscription

To cancel:

1. Settings → Billing
2. "Cancel Subscription" button
3. Choose "Cancel at end of period" (keeps access till then)
4. Or "Cancel immediately" (for refund if eligible)

Button not working?

• Use Stripe customer portal instead
• Settings → Billing → "Manage Billing"
• Opens Stripe portal
• Cancel there

Subscription says "canceled" but I'm still being charged

Two scenarios:

1. Canceled but period hasn't ended:

• You canceled Nov 1
• Billing date is Nov 15
• You get charged Nov 15 (last charge)
• Then auto-cancels

2. Canceled but didn't actually process:

• Check email for cancellation confirmation
• If no email, cancellation didn't work
• Try canceling again

Want to switch from monthly to annual (or vice versa)

How to change:

1. Settings → Billing → "Manage Billing"
2. "Update plan"
3. Choose new billing cycle
4. Save

Billing:

• Prorated automatically
• If switching to annual mid-month, you get credit
• If switching to monthly mid-year, no refund on remaining months

Accidental double charge

This happens when:

• You updated payment method on renewal day
• Both old and new cards got charged
• OR you renewed manually + auto-renewal happened

Fix:

• Email hi@clients.ai immediately
• Include both transaction IDs
• They'll refund duplicate charge (2-3 days)

Trial & billing date issues

Trial ended but I'm not ready to pay

Options:

1. Cancel before trial ends (no charge)
2. Or let it charge and cancel immediately after (often get partial refund)
3. Or email hi@clients.ai and ask for trial extension (sometimes granted)

Didn't realize trial was ending

The trial charges automatically:

• You entered card details during signup
• Trial length shown clearly (18 days)
• Email reminder sent 3 days before

If you want refund:

• Email hi@clients.ai within 48 hours
• Explain you didn't realize
• Most times they'll refund (one-time courtesy)

Billing date changed randomly

This happens when:

• You changed plans (resets billing cycle)
• Payment failed and retried later (shifts date)
• You paused and reactivated (new cycle)

To see current billing date:

• Settings → Billing
• Shows next charge date
• Can't manually change it (based on signup date)

Refund requests

Want refund - service didn't work for me

Refund policy:

• 18-day trial is refundable if you cancel during trial
• First month often refunded if requested within 48 hours
• After that, refunds are case-by-case

How to request:

1. Email hi@clients.ai
2. Subject: "Refund Request"
3. Include why it didn't work
4. Be specific
5. Be polite

Most likely to get refund:

• Technical issues prevented use
• You didn't realize what you signed up for
• You tried to cancel but couldn't figure out how

Unlikely to get refund:

• Used service for 3 months then want money back
• "Didn't get results" (results vary, not guaranteed)
• "Too expensive" (price shown clearly at signup)

Refund approved - when does money return?

Timeline:

• Refund processed by Clients.ai: Same day
• Stripe processes: 1-2 days
• Your bank processes: 5-10 days
• Total: Up to 2 weeks to see money back

Check status:

• Settings → Billing → "Manage Billing"
• Stripe portal shows refund status

Invoice & receipt issues

Need receipt for accounting/taxes

Where to find:

1. Settings → Billing → "Manage Billing"
2. Opens Stripe portal
3. Click "Invoices"
4. Download PDF of any invoice

Or:

• Check email for receipt (sent automatically)
• Search inbox for "Clients.ai receipt"

Invoice shows wrong company name

To update:

• Stripe portal → Account → Billing details
• Update name/address
• Future invoices will show correctly
• Past invoices can't be changed

Need corrected past invoice:

• Email hi@clients.ai
• Include correct company details
• They'll issue amended invoice

Need invoice in different currency

Clients.ai bills in USD:

• Your bank auto-converts
• Exchange rate applied by your bank (not Clients.ai)

For accounting:

• Use the USD amount on invoice
• Or use the converted amount from bank statement
• Most accounting software handles this

Plan & pricing questions

What's included in Base vs Pro?

Base ($199/month):

• Monthly working hours allocation
• All core features
• Email support

Pro ($499/month):

• Higher monthly working hours allocation
• Everything in Base
• Priority support
• Advanced analytics and reporting

Check current plan:

• Settings → Billing
• Shows plan name and features

Want to upgrade mid-month

How it works:

1. Settings → Billing → Manage Billing
2. Update Plan → Pro
3. Charged difference immediately
4. Prorated (you don't pay twice)

Example:

• You're on monthly Base ($199), halfway through month
• Upgrade to Pro ($499)
• Charged $300 now (difference from remaining half month)
• Next month charged full $499

Want to downgrade - will I lose data?

Downgrading is safe:

• All your Flows stay
• All your leads stay
• All your settings stay

What changes:

• Lower monthly working hours apply
• Some Pro features turn off
• Can re-upgrade anytime

To downgrade:

• Wait for current period to end
• Then Settings → Billing → Downgrade
• Takes effect next billing cycle

Payment method issues

Want to change credit card

How to update:

1. Settings → Billing → Manage Billing
2. "Payment methods"
3. Add new card
4. Set as default
5. Remove old card

Card updates immediately - next charge uses new card

Using PayPal / other payment methods

Current payment options:

• Credit card (Visa, Mastercard, Amex, Discover)
• Debit card
• Some regions: PayPal, Apple Pay, Google Pay

To see what's available:

• Signup page or Stripe portal shows options for your region

Company wants to pay by invoice/wire transfer

For annual Pro subscriptions:

• Email hi@clients.ai
• Ask about invoice billing
• Usually requires annual commitment
• Minimum purchase often applies

Not available for:

• Monthly subscriptions
• Base plan

Emergency: account suspended

Account suspended for non-payment

What happened:

• Payment failed
• Automatic retries failed
• Account auto-suspended after 7 days

How to fix:

1. Update payment method
2. Click "Retry Payment"
3. Account reactivates in 5 minutes

During suspension:

• Can log in (read-only)
• Can't create new Flows
• Existing Flows paused
• Leads still there (not deleted)

Dispute/chargeback warning

If you disputed charge with bank:

• Tell your bank it was authorized
• Or risk permanent account closure
• Work with Clients.ai directly for refunds

Why this matters:

• Chargebacks cost Clients.ai money
• Often results in instant account termination
• Better to request refund through support

Getting help

Contact Stripe (payment processor)

For:

• Technical payment issues
• Card not accepting
• Bank statement questions

How:

• Settings → Billing → Manage Billing
• "Contact Support" in Stripe portal

Contact Clients.ai support

For:

• Refund requests
• Billing disputes
• Plan changes
• Invoice issues

How:

• Email hi@clients.ai
• Include account email
• Include transaction ID if relevant
• Response within 12-24 hours

Emergency contact

If:

• Account wrongly suspended
• Payment went through but shows failed
• Urgent access needed

Do:

• Email hi@clients.ai with subject "URGENT - Account Access"
• Explain situation
• Include proof of payment
• Usually resolved same day