> For the complete documentation index, see [llms.txt](https://help.gleantap.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.gleantap.com/settings/billing.md). # Billing Your Gleantap account bills on a monthly cadence for the base plan plus any overages you accrue during the month. This page covers where to find your billing details, what each charge is, how to fix common issues, and what to do if you need to cancel. *** ## Where to find your billing settings **Configure → Billing** — accessible from the gear icon in the top-right of the app. From here you can: * **My Billing** — view your current plan, usage against limits, and past invoices. * **My Card** — see or update the credit card on file. *** ## Your plan Your plan defines three main limits: | Limit | What it means | | -------------------- | ----------------------------------------------------------------------------------------------------------- | | **Engaged Contacts** | How many contacts you're actively marketing to each month (see [What "engaged" means](#what-engaged-means)) | | **SMS Credits** | Included SMS sends per month; overage is billed per message | | **Sub-users** | How many teammate accounts are included in your plan | Every account is on a plan with limits set for that business. You can see your current plan and how much of each limit you've used on the **My Billing** tab. ### What "engaged" means An **engaged contact** is a contact you actively marketed to during the billing month — someone who received at least one email or SMS campaign, or was enrolled in a flow that sent messages. Contacts sitting in your database but not being messaged don't count toward the engaged-contact total. If you're consistently over-limit, either move less-engaged contacts out of active campaigns or upgrade your plan. *** ## Overage charges If usage exceeds your plan limits, you're billed for the overage on your next invoice. ### Engaged Contacts overage **$29 per additional 5,000 engaged contacts** beyond your plan limit. For example, if your plan includes 20,000 engaged contacts and you engage 22,300 in a month, you'll see one $29 overage line item (rounded up to the next 5,000-contact bucket) on that month's invoice. ### SMS overage Billed per message, by country of the recipient number: | Country | Rate per SMS | | --------------- | ------------ | | **US / Canada** | $0.015 | | **UK** | $0.05 | | **Australia** | $0.06 | Other supported countries vary — see your **My Billing** tab for the effective rate on your account, or contact support. SMS overages are calculated at the end of the billing month and added to your next invoice. *** ## Past invoices The **My Billing** tab shows every invoice on your account, including the amount, date, and a link to the Stripe-hosted receipt. Click the invoice number or **View Receipt** to see the full itemized breakdown (plan charges, overages, taxes). Invoices are also emailed to the address on file when they're generated. *** ## Updating your card **Configure → Billing → My Card → Add a Card** (or **Update Card**). You'll be prompted to enter a new credit or debit card. Gleantap uses Stripe to process the update; the card details go directly to Stripe and aren't stored in Gleantap's own database. ### If you see an error updating your card Card update errors can come from several places — the issuing bank declining the verification charge, a browser blocking the 3D Secure prompt, an expired card being re-entered, or a Stripe-side issue. There isn't a single self-serve fix. **What to do:** 1. Take a screenshot of the exact error message. 2. Try a different browser or incognito window (rules out browser extensions blocking the payment iframe). 3. If the error persists, email with the screenshot and card type (Visa/MC/etc — don't send the card number). We can either help troubleshoot or process the card update on our end. *** ## "Please upgrade" — plan lock If you see a persistent **"please upgrade"** or **account locked** screen, your account has been **soft-locked** because an invoice is more than two weeks past due. **What still works while soft-locked:** * **Active campaigns and flows continue to send.** Your customer-facing marketing doesn't stop. * **Inbox and existing conversations remain accessible.** **What's restricted:** * Some in-app configuration screens redirect to the upgrade prompt. * You can't schedule new campaigns while locked. **How to unlock:** 1. Go to **Configure → Billing → My Billing** and check the invoice status. If a payment failed, retry the payment with your current card, or update to a new card first (see [Updating your card](#updating-your-card)). 2. Once the past-due invoice is paid, the lock is released automatically — usually within a few minutes. 3. If the invoice is paid but the lock persists after 15 minutes, email . *** ## Your trial New accounts start on a **60-day trial** with limited access to features. During the trial: * You can use all included features up to the trial account's limits. * No charges accrue until the trial ends. * On day 60, the trial converts to a paid plan and your card is charged for the first month. To avoid an unexpected charge at day 60, add a card early so you can review what you'll be billed. If you want to cancel before the trial converts, see [Cancelling](#cancelling-your-subscription) below. *** ## Cancelling your subscription **Cancellation is handled by our Customer Success team.** We don't offer a self-serve cancel button in the app on purpose — many cancellations come from a specific issue that we can help resolve directly, and we'd rather have the conversation before you leave. **To cancel:** 1. Email with the workroom name and your reason for cancelling. 2. Your Customer Success contact will reach out to confirm and, if applicable, discuss alternatives (downgrade to a smaller plan, pause, etc.). 3. Once cancellation is confirmed, your account is closed at the end of the current billing period. No prorated refunds. **What happens after cancellation:** * Campaigns and flows stop sending. * Data (contacts, conversation history, reports) is retained for a limited period in case you return, then deleted per our data retention policy. * If you have an outstanding balance (unpaid overages), it's billed on final invoice. *** ## Common scenarios ### "I'm being charged $29 but I don't know why" That's an engaged-contacts overage. Your account went over the plan's engaged-contact limit by at least one contact into the next 5,000-contact bucket. See your **My Billing** tab for the exact usage number and the plan limit. To bring it down: reduce the audience of always-on flows so fewer contacts receive messages, or upgrade to a larger plan. ### "My card is on file but I got a past-due notice" The card on file was declined for that invoice. Reasons vary — expired card, insufficient funds, bank flag, 3DS challenge. Check **My Card** for the status; if the card looks fine, retry the payment on the invoice. If it still fails, update to a different card. ### "I want to see how many SMS credits I've used" **Configure → Billing → My Billing** shows current-month SMS usage against your plan limit and any overage accrued so far. ### "I want to add more sub-users to my plan" Additional sub-user seats are typically an add-on beyond your included allocation. Email with how many seats you want to add; we'll update your plan. ### "Can I pause my account instead of cancelling?" Sometimes yes — depends on your plan and contract. Email with your situation and we'll see what's possible. ### "I upgraded but my usage limits haven't gone up" Plan changes apply on the next billing cycle by default. If you need the new limits sooner, contact support and we can accelerate it. *** ## Related pages * Add / Remove Sub Users — how sub-user seats work * Configure SMS — where SMS usage is configured * SMS Compliance & Deliverability — SMS credits and how they're used --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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