Payment and subscription problems

Likely causes

• The bank refused the charge: a spending limit, a block on recurring or online charges, or a 3-D Secure step that was not completed.
• The card cannot be charged again at all. The screen then says the card can’t be charged again and offers no retry.
• The payment page was closed part-way through.
• The name or mobile number on the Almost there page does not match what the bank expects.

What to do

1. Read the wording. The payment didn’t go through means no money was taken — you can simply try again.
2. Go back to Available plans, choose the plan and complete the checkout once more.
3. If the card cannot be retried, choose Update payment method and add a different card.
4. Ask the bank to approve a monthly recurring charge from an Israeli payment provider, then retry.
5. On the Almost there page check Full name (first and last name) and Mobile number.

How to check it worked

You reach Payment received — you’re all set! and the Subscription status tile shows Active.

When to contact us

If two different cards are refused, write to us with the plan you chose, the exact wording on screen and the time. Never send card numbers — we do not need them.

Likely causes

• The confirmation from the payment provider has not reached us yet. The success page re-checks by itself every few seconds.
• You closed the page before the confirmation arrived. It still arrives on its own; the page was only watching.
• The amount you are looking at is the ₪1 card verification, not a plan payment.
• The payment was made from a different account or organization than the one you are looking at now.

What to do

1. Leave Confirming your payment… open. After about 3 minutes it changes to Still waiting for the payment confirmation with a Check again button.
2. Reload Billing and read Subscription status and Invoices — an activated plan always writes an invoice row.
3. Check the amount on your statement. ₪1 is a card verification, not a subscription charge.
4. Confirm you are signed in to the organization that paid.

How to check it worked

Subscription status shows Active with a period end date, and a new row appears in Invoices.

When to contact us

If the money is gone and 30 minutes later nothing has changed, write to us with the amount, the date and time, and the approval or reference number from your statement. Payments that arrive without matching a subscription are queued for a person to settle by hand.

Likely causes

• You are on the trial. A trial shows End your free trial instead, because there is nothing to cancel and nothing has been charged.
• The subscription is Past due or Unpaid. The cancel card is only offered while the status is Active.
• The cancellation is already scheduled. The page then shows Your subscription is set to cancel with a Keep my subscription button.
• Your role is not Owner or Admin. The plan, the usage and the invoices stay readable for every role, but the controls that change a subscription are not shown to the others — a note at the top of the page says so.

What to do

1. On a trial, choose End trial. Your organization, conversations and knowledge base are kept.
2. If a payment is outstanding, settle it first with Update payment method, or write to us.
3. If the strip already says the cancellation is scheduled, nothing further is needed — the date on the strip is when the plan stops.
4. Ask an owner or admin to do it.
5. If you see We couldn’t update your subscription, reload the page and try once more.

How to check it worked

The page shows Your subscription is set to cancel and names the date the plan runs to.

When to contact us

If the button refuses twice — a red banner saying your subscription was not changed — write to us with your organization name, the words on the banner, and what the Subscription status tile said at the time.

Likely causes

• The billing name, mobile number and invoice email are whatever was typed on the Almost there page at checkout, and nothing has changed them since.
• The amount differs from the plan card because you joined on an earlier price list. The card shows today’s price; the charge follows the price stored on your subscription.
• The business country on the account is wrong. Country decides the currency and how tax is shown, and it cannot be changed from the dashboard.
• The document has already been issued to the tax authority, so it cannot be edited in place.

What to do

1. Choose Update payment method, correct Full name, Mobile number and Email for invoices (optional), then continue. The details are saved as part of that step.
2. Compare the amount with the Invoices table rather than with the plan card — the table is what you were actually charged.
3. For a document that has already been issued, write to us with its date and amount. A correction is made by issuing a credit document, not by editing the original.
4. To change the business country, write to us — it affects currency and tax and is handled by hand.

How to check it worked

The next invoice, and the address in An invoice is on its way to {email} on the payment-confirmation screen, both carry the corrected details.

When to contact us

Send the invoice date, the amount, and exactly which field is wrong and what it should say.

Likely causes

• Cancellation takes effect at the end of the period you have already paid for, so the charge you are looking at is the one that opened that period.
• A dedicated number rented through OMAI is billed as its own monthly add-on and keeps renewing until you release the number.
• The amount is the ₪1 card verification from updating a card.
• The cancellation was undone with Keep my subscription.
• A second organization is paying with the same card.

What to do

1. Read Billing period ends on {date} in the Subscription status tile — that date is what you have paid for.
2. Open the Add-ons card and check for rented numbers. Releasing a number from the WhatsApp screen stops its future charges immediately; the rest of the paid month is not refunded.
3. Open the row in Invoices to see what each charge covers.
4. Confirm the strip does not read Your subscription is set to cancel with a resume button — if the resume button was pressed, the plan is live again.

How to check it worked

No new row appears in Invoices after the period end date shown on the status tile.

When to contact us

If a charge lands after the period ended, write to us with the amount and the date. Refunds are handled by us on request; there is no refund button in the dashboard.

Likely causes

• The meter counts AI answers only: one per assistant reply that WhatsApp accepted, and at most one per incoming customer message.
• Messages your team writes by hand, messages customers send you, and messages you send in the assistant test panel are not counted.
• The meter follows your billing period, not the calendar month.
• If extra capacity has been granted to your account, the meter still shows the plan’s own allowance — so it can read past 100% while the assistant is still answering normally.

What to do

1. Read the line under the meters: Customer messages received this period: {count}. Not counted toward your plan. That number is inbound traffic, not billed answers.
2. Compare the meter with the Answers before service pauses tile — that tile is the point where AI answers actually stop.
3. Check the period dates on the Subscription status tile before comparing with your own records.
4. If the meter says you are at the limit but the assistant is still replying, extra capacity is in place — that is expected, not a fault.

How to check it worked

The meter moves by one for each new AI reply that a customer receives, and stops moving when the assistant stops replying.

When to contact us

Write to us with the period dates, the number you expected, and whether AI replies are actually stopping.