Billing troubleshooting
What the billing messages mean, and what to do about each.
Updated
| What you see | Why | What to do |
|---|---|---|
| Your agent stopped replying everywhere | Your credits ran out (on Connect, the ones you bought), your trial or plan ended, or a payment failed | Open Billing: buy credits, choose a plan, or fix your card |
| "Your free trial has ended" or "Your plan has ended" when you press Take over or Send reply | Replying needs a plan or a live free trial | Owner: press Choose a plan. Teammates: ask the owner |
| "Choose a plan before buying extra credits." | You're on the free trial | Choose a plan first |
| "Credits can be bought while your plan is active and paid up." | A renewal payment is due, or your plan ended | Update your card under Payment methods & invoices, or choose a plan |
| "You already have a subscription." | The account already has a subscription | Use Change plan or Payment methods & invoices |
| A downgrade is blocked because of channels | More channels are connected than the new plan allows | Disconnect the extras in Channels, then try again |
| "The plan terms changed. Refresh terms to continue." | The terms expired after 10 minutes, or your subscription changed | Press Refresh terms and review again |
| A previous upgrade payment is still waiting | Your card's verification wasn't finished | Press Complete pending payment |
| "This plan is managed directly by Syniria." | Your account is on a custom arrangement | Contact support for any change |