Buy extra credits

You buy extra credits in packs from Billing › Extra credits. They are added to your balance as soon as the bank confirms the payment, they do not expire when the plan renews, and they are used once the plan credits run out.

Packs available

21% VAT is added to the price. In Billing, each pack also shows the total with VAT added. If at some point there are no packs on sale, that section says so: “There are no credit packs for sale right now.”

Before you start

• You need to be the Owner of the account. Other roles see the packs and their prices, but not the button.
• You need an active plan or a running trial. If the trial has ended, the subscription has expired or a renewal has not been charged, you will see “To buy extra credits you need an active plan or a running trial.” First you have to subscribe to a plan or settle the payment that is due.
• Your plan has to include extra credit purchases. If it does not, the app tells you that your plan “does not include extra credit purchases” and you will have to change to a plan that does. The table in plans and credits shows which plans include them.

If you run short every month, compare the packs with an upgrade first: plan credits arrive by themselves every month.

Buy a pack

1. Go to Billing (opens the app) and scroll down to Extra credits. The Buy credits button takes you to the same place.

2. On the pack you want, press Buy.

3. The Buy extra credits window opens with the pack’s price, the VAT and the Total to pay today. Check it and press Pay followed by the total.

4. On the bank’s secure page (Redsys), enter your card details and confirm the payment.

   You have to enter the card even if you have one saved: the saved card is only used to renew the plan.

5. The bank sends you back to the Payment result page. When “Payment confirmed” appears, the credits are already in your balance.

If the page stays on “We are confirming your payment” or shows another message, see what each message on that page means and payment problems. If you did pay, do not pay again.

How extra credits are used

• They are added as soon as the bank confirms the payment. You see them in Billing as Purchased, and the purchase is recorded under Usage › Credit ledger as Credit purchase.
• They are spent after the plan credits. While there are plan credits left, purchased ones are not touched.
• They do not expire when the plan renews. The ones you do not use this month are still there the next.
• They are kept if you change plan, including when you move from the trial to a paid plan.
• If you are left without a plan because the trial or the subscription ends, purchased credits are kept, but your agents do not reply until you have an active plan again.
• Buying credits does not save a card and does not change the one saved for the renewal.
• Each purchase has its invoice, under Payments and invoices: see invoices and billing details.

If card payment is not open yet

Extra credits shows the notice “Card payment is not open yet” with the text “Write to us and we will add the credits to your account. The packs and prices are the ones you see here.” In that case you request the credits like this:

1. On the pack you want, press Request. If you do not see that button, press Write to support in the notice.

2. Support opens with a new ticket already prepared: the Subject is written and the Topic is Billing.

3. Under Description, which is required, write which pack you want, if the subject does not already say so, and press Send ticket.

The iAgentify team answers in that same ticket and adds the credits to your account by hand. Once that is done, you will see them in your balance and under Usage › Credit ledger. In that same ticket the team tells you how the payment is made and how you will receive the invoice; that payment may not appear under Payments and invoices.