Payment problems: what to do in each case

Start by looking at what Billing says: the status of your plan and, under Payments and invoices › Payments, the status of the latest payment. One rule covers almost every case: if you did pay on the bank’s page and the app does not show it yet, do not pay again. Wait a few minutes and, if nothing changes, write to us with the payment reference.

“Card payment is not open yet” appears

iAgentify has not opened card payment for your account yet. There is nothing for you to fix: the plans and prices are the ones you see, and the iAgentify team activates the plan or adds the credits by hand.

• To subscribe to a plan or upgrade, press Request followed by the plan’s name.
• To buy extra credits, press Request on the pack.
• To pay a renewal that is due, press Write to support.

All three open a ticket in Support with the subject already written. Add a description, press Send ticket and we answer you there. The full steps are in subscribe to a plan.

The same notice can come up as a message when you press a payment button, if card payment was closed for your account while you had the page open. The way forward is the same.

The bank’s page does not open

After you press Pay, “Taking you to the bank’s secure page” appears. If the bank’s page never opens, you will see “We could not open the bank’s page. Nothing was charged: please try again.”

1. Try again from Billing.

2. If it happens again, check your connection and try another browser or another device.

3. If you have started many payments in a row, the app asks you to wait with “Too many attempts in a row. Wait a moment and try again.” Leave it for a while and repeat.

In none of these cases has anything been charged: the charge is only made on the bank’s page.

The bank declined the payment

The Payment result page shows “The payment was not completed” and “The bank did not authorise the payment and nothing was charged.” When there is a reason, it appears underneath, next to Reason, followed by a code in brackets. In the Payments list, that payment shows as Failed with the same reason.

To repeat it, press Try again: it takes you back to Billing, where you can pay with the same card or another one.

You paid, but the app is still waiting for the confirmation

When you come back from the bank, the Payment result page shows “We are confirming your payment” while it waits for the confirmation. It usually takes a few seconds. If a minute goes by, the message changes to “The bank has not confirmed the payment yet”. That does not mean the payment failed.

• If you completed the payment, do not pay again. The confirmation can take a few minutes: we let you know by email and you will see it in Billing. Meanwhile you can press Check again.
• If you left the bank’s page without paying, nothing was charged and you can try again from Billing. That attempt stays in Payments as Pending and later changes by itself to Not completed.

If you have closed the page, you get it back under Billing › Payments and invoices › Payments: the payment shows as Pending, with the Check status link.

If nothing has changed after a while, copy the Payment reference shown on that page and write to us from Support. With that reference we can find the payment.

The renewal could not be charged

When the monthly charge fails, Billing shows the status Payment due and the message that we could not charge the renewal of your plan. Owners and admins also receive a notice.

• Your agents keep replying in the meantime.
• iAgentify tries the charge again with the saved card over the following days.
• If the charge does not go through, the subscription expires and your agents stop replying.

To settle it without waiting for the next attempt:

1. Go to Billing (opens the app) and press Pay now.

2. Check the total and pay on the bank’s page with whichever card you want. It is saved for the following renewals.

3. When “Payment confirmed” appears, a new one-month period starts from that day and the status goes back to Active.

Two variations:

• There is no saved card. The app says so with “There is no saved card to retry the charge with. Pay now to keep your plan.” The automatic attempts cannot charge anything, so the renewal is only settled with Pay now.
• You do not see the button to pay. If Write to support appears in its place, card payment is not open for your account: press that button and we settle the renewal with you.

While the status is Payment due, extra credits cannot be bought.

The subscription has expired or the trial has ended

Your agents have stopped replying and the app says so with a notice on every screen: “Your trial has ended and your agents have stopped replying.” or “Your subscription is not active and your agents have stopped replying.” In Billing, the status is Trial ended or Expired.

Nothing has been deleted: your agents, their knowledge and your conversations are still there. To reactivate them, subscribe to a plan: they reply again as soon as the payment is confirmed. Any plan or trial credits that were left are gone; purchased ones are kept.

You cannot see the buttons to pay

Only the Owner of the account can subscribe to a plan, change it, buy credits and manage the card. With any other role you see the plans and the prices, and the message “Only the account owner can change the plan, buy credits or manage the card.”

• If you are not an owner, ask someone who is. An Admin sees Payments and invoices, but cannot pay either. What each role can do is in team roles.
• If you are an owner and do not see Buy on the packs, read the notice in that section: you need an active plan or a running trial, and a plan that includes extra credit purchases.
• If you are an owner and your current plan has no button, that is normal: it shows “This is the plan you have now” because you cannot subscribe again to the plan you are already on.

You were overcharged or need a refund

Refunds are made by the iAgentify team; there is no button to ask for one in the app. Open a ticket in Support with the topic Billing and give us:

• The invoice number of the payment, which is in the Invoice column of the Payments list. If the payment has no invoice, its date and amount.
• What happened: a duplicate charge, an amount you did not expect or a payment you do not recognise.

The refund goes back to the same card the payment was made with. Once it is done, the payment shows in Payments as Refunded or Partially refunded, with the amount returned.

Before you write, look at the payment’s status: one that is Failed or Not completed was not charged.

“Test mode: no real charge” appears

That label, which shows in Billing and in the payment window, means what the app itself says: “The payment gateway is in its test environment. Payments made now do not charge any money.” While it is showing, what you pay is not charged to your card.

If you see it and do not know why, write to us from Support before paying.

What to send to support

Open a ticket from Support with the topic Billing and include:

• What you were trying to do: subscribe to a plan, upgrade, buy credits or pay a renewal.
• The Payment reference, if the result page shows it, or the invoice number.
• The date, the approximate time and the amount of the payment.
• The exact message you see, with the Reason and its code if they appear.

Never send your full card number or its security code: we do not need them.