Start with Settings → Billing and select the same billing period shown on the invoice or payment record.
The amount is higher than expected
Check these items separately:
- Confirm the active plan and agreement for the period.
- Review the usage summary and identify the highest Hellotext amount.
- Check whether attributed revenue increased after eligible purchases were recorded.
- Review SMS usage for the correct destination country and allowance.
- Confirm the non-SMS message volume used by the fair-use calculation.
- Review applicable taxes and separate Meta fees.
Do not add the four Hellotext comparison amounts. Only the highest becomes the Hellotext amount for the period.
Attribution does not match a report
Confirm that both views use the same date range, currency, and date basis. A playbook report can organize results by trigger date while another report can use a different event date.
Use How we attribute sales and Data integrity and differences between reports to reconcile the source data.
An invoice is not available
Invoices appear after they are available for a billing period. Check the year and month selector in Invoices and confirm that the period has finished.
If an older finalized period is missing, contact support with the business identifier and month.
A payment method failed
- Confirm that the method is still valid and supports the account currency.
- Add another method when New payment method is available.
- Review the business balance when balance billing applies.
- If Shopify is shown as the payment method, review the billing status in the connected Shopify account.
Do not send card security codes or complete payment credentials to support.
A plan change is not reflected
Open the current plan card and look for a scheduled-plan notice and effective date. Upgrades and downgrades can have different effective dates.
Refresh Billing after a successful payment. If the status still does not match, provide support with the current plan, requested plan, confirmation time, and any visible error.
Currency or taxes look incorrect
Open Billing information and verify the business country and tax details. Changing the country can affect tax treatment, currency, and available payment methods.
Do not change the country only to alter a price. It should represent the business’s correct billing location.
What to include in a support request
- business or workspace identifier;
- billing month and currency;
- invoice or payment reference;
- expected and displayed amounts;
- screenshot of the relevant summary without sensitive payment data; and
- the date and time of a failed payment or plan change.