Contents:
My package
You can see what package you have and when it expires.
Where to change your billing info?
If you have already inserted your billing information during payment, you can edit it here. Every time you buy your package you will receive an invoice to the Billing email address.
Tip: If you need to update any information that appears on your invoice, change it in the Billing information section and click on the save button. The changes will be applied on the last invoice only.
Payment method
You manage your payment methods directly in your dashboard: open Settings → Billing → Subscription and click Open in the Customer portal card — it lists your saved payment methods and invoices. The saved payment method is charged automatically at each renewal.
Update or change a payment method
In Smartsupp open Settings → Billing → Subscription.
In the Customer portal card click Open.
Select Add payment method and enter your new card details.
The new payment method will be used automatically for future renewals. Afterwards you can delete the old one.
Remove a payment method
In Smartsupp open Settings → Billing → Subscription.
In the Customer portal card click Open.
Delete the payment method you no longer want to use.
⚠️ With auto-renewal enabled you must keep at least one valid payment method on file. To remove all payment methods, first turn off auto-renewal — see the Automatic renewal section below.
On older accounts the interface may look slightly different — payment methods are managed directly in the Billing section.
You can pay in CZK, EUR, USD or PLN.
Want to know what you can pay with? Payment methods — how can I pay?
Troubleshooting: "Braintree 3DS flow error"
If you see the message Braintree 3DS flow error when paying or changing your card, the payment did not pass your bank's 3D Secure verification. Try the following:
Clear your browser cookies and try again in a different browser or in an incognito window.
Confirm the 3D Secure verification from your bank (an SMS code or a confirmation in your banking app).
If the error keeps appearing, contact our support. We can remove the old saved payment method or adjust the verification for your account and help you complete the payment.
Good to know: If your bank replaced your card (even with the same number and only a new expiry date or CVC) and a payment fails, update the card details in Billing → Payment method.
Where to find your invoices?
Here you can see all of your invoices. If you wish to add a note, just click on Edit in the Note column. The note will appear on the invoice automatically.
How can I buy a subscription?
If you want to switch between the SOLO, PLUS, EXPERT, and ULTIMATE plans, you'll have to go through the same process as when you are buying a new subscription.
In the next step choose the number of agents and Flow (formerly chatbots) conversations. Here you can also purchase Mira AI add-on.
You can see the price for your annual/monthly subscription in the summary on the right side. In the final step, you can insert your payment method. After your payment is confirmed you'll be able to boost your sales through live chat and Flows!
How can I change the number of agents?
Go to Billing section in your Dashboard, click on Edit in My package and choose the package you want to use. Subsequently, you can choose the number of agents. You only select the number of agents that you'd like to add.
If you want to increase the number of agents, (e. g. if you have 3 agents but you want to have 5 in total, you choose to add 2 extra agents). Before you click on the Pay button, you will see the summary of the payment where you can see what you are paying for. You can also see here a discount for an unused subscription.
If you want to decrease the number of agents, (if you have 5 agents but you'd like to reduce it to only 3 agents, you change the number of agents in billing to 3). There won't be any overpayment charged, the rest of your current subscription will be counted as a discount if you still have some days left on your current subscription. Before you click on the Pay button, you will see the summary of the payment where you can see what you are paying for. You can also see here a discount for an unused subscription.
How can I buy Flow conversations?
You have an option to buy supplementary Flow conversations the same way as you purchase the agents. Go to Billing section in your Dashboard, click on Edit in My package and choose the package you want to use. Subsequently, you can choose the number of additional Flow conversations. You can see more information in this tutorial.
Automatic renewal
Once you make a payment, automatic renewal is activated, so you do not have to think about renewing your subscription once it is over. If you wish to turn it off, you can do it in the Payment method:
⚠️ If you wish to remove all payment methods, ensure that auto-renewal is disabled first to avoid service interruptions. This can be managed in the Billing section of your dashboard.
In newer accounts, the interface may be different. If you can't find this option, please click on the pencil icon next to "Automatic renewal," as shown in the picture below.
With deactivated automatic renewal your account will be blocked automatically once your subscription is over. You will get an email notification and you will also see a warning in the dashboard that your subscription is about to expire.
How can I change my package?
If you want to switch between the SOLO, PLUS, EXPERT, and ULTIMATE plans, you'll have to go through the same process as when you are buying a new subscription.
You can find all the information necessary to finish the purchase here.
How can I change my billing period?
If you've decided to switch to the yearly subscription, you can change the settings yourself in your account.
Simply open your Billing settings here, click on the Edit button in "My package" and choose the yearly subscription. Then, finish the new setup by following the individual steps of the payment process.
If you want to switch from the yearly to a monthly subscription, you can do it yourself the same way — the change takes effect once your current billing period ends.
Can I receive a proforma invoice?
Unfortunately, it is not possible to receive a proforma invoice. You will find your invoice in the Billing history once the payment has been made.
How long does it take for my subscription to become active after the payment?
It depends on your bank or payment provider. However, your subscription should become active several minutes after the payment has been made. If you encounter any problems, please contact your bank or payment provider first since they can check whether the payment has been made correctly.
Refunds
💡 You can request a full refund for any reason within 15 days of completing your first payment for the Service. This refund only applies to your first payment, unless otherwise stipulated in our Terms of Service or DPA.
📄 Full details in Refunds — how does the money-back guarantee work?.
What can I do if my VAT is not accepted?
We use a 3rd party system called VIES to verify our clients' VAT numbers. You can verify it yourself here.
Usually, the VAT is not accepted because it is not allowed to perform foreign payments.