Problems with subscription and billing
Your account is paused, a payment failed, a package was booked or you can't find an invoice.
If your account is paused, your agent doesn't take calls. Callers then don't hear a greeting, and the call ends without a reason being given. You can see the reason at the top of the dashboard, together with the way to fix it.
The account is paused
| Notice in the dashboard | Cause | Solution |
|---|---|---|
| Included minutes used up | Your allowance is used up, and Book packages automatically is off | Click Manage packages and book a package or switch on automatic booking. Your agent can be reached again straight away |
| Unpaid invoice | A payment has been open for 14 days | Click Pay invoice and pay with a valid card |
| Subscription not active | Your subscription has ended | Click Choose plan |
| No subscription | The account has never had a subscription | Click Choose plan |
A payment failed
| Possible cause | Solution |
|---|---|
| Card expired or blocked | Add a new card under Billing › Manage Subscription › Payment Method |
| Your bank requires confirmation | Open the email from Stripe and confirm the payment, or pay the open invoice in the customer portal |
| Card limit reached | Use another card or talk to your bank |
After a failed payment, your agent keeps taking calls for the time being. Stripe retries the payment several times. During this time you can't book new packages or numbers. Only if the invoice is still open after 14 days is the account paused.
A minute package was booked
With Book packages automatically, bhomy books a package of 100 minutes for €15 at 90% usage, so that your agent doesn't stop. If you don't want this, switch off automatic booking under Billing › Minute packages. Your agent then stops taking calls as soon as the allowance is used up.
Unused package minutes don't expire right away. They're valid until the end of the following billing month.
Usage is higher than expected
| Possible cause | Where you can see it |
|---|---|
| Many short outbound attempts | Every unanswered attempt counts as 1 minute. Usage lists every call |
| Long waiting times when lines are busy | The waiting time counts as call time. A higher plan has more simultaneous lines |
| Conversations that don't end | Check Max. call duration and Silence timeout on the Personality tab |
Finding an invoice
You'll find all invoices under Billing › Manage Subscription › Invoices or under Usage › Manage at Stripe. If your VAT ID or the correct address is missing from an invoice, add it under Billing Address. It applies from the next invoice.
Cancellation and plan changes
| Situation | Solution |
|---|---|
| You want to withdraw the cancellation | At the top of the Billing page, click Undo cancellation. This is possible until the end of the term |
| The plan change can't be scheduled | A cancelled subscription can't change plans. Undo the cancellation first |
| The change isn't active yet | A change applies from the next billing period. Until then, the page shows it as scheduled |
Further help
Write to us with the notice from the dashboard and, if available, the invoice number, see Report a problem.
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