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. 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)
• The status update from our payment processor hasn't landed yet
• 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. Answer the short retention question, then confirm on the final screen

If you are in a period you have paid for, you keep access until it ends and you are not charged again. If you are still on your free trial, it ends straight away — you were never charged.

If the in-app button is not working, cancel through the Stripe portal instead — Settings → Billing → "Manage Billing". It stops the renewal the same way.

• Settings → Billing → "Manage Billing"
• Opens Stripe portal
• Cancel there

Canceled but a charge still appeared

• Check email for a cancellation confirmation
• If a charge landed at the same time as your cancellation, it may have been in flight already — email hi@clients.ai with the transaction ID
• If you never got a cancellation confirmation, the cancellation likely didn't process — try again or use the Stripe portal directly

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 the trial ends — you are never charged
2. Or email hi@clients.ai and ask for a trial extension (sometimes granted)

Once the trial converts, that charge stands — see the refund policy below. Letting it charge and canceling straight after does not get the money back.

Didn't realize trial was ending

The trial charges automatically:

• You entered card details during signup
• Trial length shown clearly (14 days, or 18 days if you signed up through a partner's link)
• No reminder email is sent — your trial end date is on the Billing page

If it already charged:

• The charge is not refundable — see the refund policy below
• Cancel from your Billing page to stop the next one

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

Payments are non-refundable, including partial months and unused annual time. Your agents run on virtual machines and proxies that Clients.ai pays for per account from the moment you start, so the cost is already spent whether or not the hours get used.

The way to avoid paying for time you do not want is to cancel — it stops all future charges, and canceling during the free trial (14 days direct, 18 through a partner's link) means you are never charged at all.

If something actually went wrong, tell us:

1. Email hi@clients.ai, subject "Billing"
2. Say what happened and include the transaction ID
3. Billing errors — a duplicate charge, a charge after you canceled, a charge you did not authorize — are corrected

If the product did not work for you, email hi@clients.ai anyway. We would rather fix it or help you get set up properly than have you sit on a subscription you are not using.

If a billing error is corrected - when does money return?

Timeline:

• Correction 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 ($299/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 ($299), halfway through month
• Upgrade to Pro ($499)
• Charged $200 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

Other payment methods

Current payment options:

• Credit card (Visa, Mastercard, Amex, Discover)
• Debit card

PayPal, Apple Pay, Google Pay, and invoice/wire-transfer billing are not currently supported — subscriptions are charged by card through Stripe only. If your company needs a different arrangement, email hi@clients.ai and ask.

Emergency: account suspended

Account suspended for non-payment

What happened:

• Payment failed
• Stripe's automatic retries failed too
• The subscription moved to Past Due

How to fix:

1. Update payment method in Settings → Billing
2. Retry the payment
3. Access is restored as soon as the charge succeeds

While Past Due:

• You can still log in, but a blocking screen replaces the app until payment succeeds — this is a full block, not a read-only view
• Your leads and data are not deleted

Dispute/chargeback warning

If you disputed charge with bank:

• Tell your bank it was authorized
• Or risk permanent account closure
• Or work it out with Clients.ai directly

Why this matters:

• Chargebacks cost Clients.ai money
• Often results in instant account termination
• Better to email hi@clients.ai first

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:

• Billing errors and 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