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How rebilling works
HoopAI charges the agency account for all platform usage across all sub-accounts. With rebilling enabled:- The platform tracks usage per sub-account (SMS sends, call minutes, email volume, etc.)
- The agency sets a price per unit for each billable item — typically at a markup above the base cost
- When a client’s sub-account consumes credits, the platform charges the client’s saved payment method automatically
- The agency receives the difference between what they charge the client and what HoopAI charges them
Prerequisites
Before setting up rebilling, ensure you have:- An active agency account on a plan that supports rebilling
- A connected payment processor in the agency settings (typically Stripe)
- Sub-accounts created for each client
- Each client sub-account has a payment method on file
Enabling rebilling for your agency
Open agency settings
From the agency view, navigate to Settings > Billing or Settings > Rebilling — the exact location varies slightly depending on your plan.
Enable rebilling
Toggle on Rebilling or SaaS Mode (some plans call this feature SaaS Configurator). Confirm you want to enable it.
Set your pricing
A pricing grid appears with all billable items. For each item, set your retail price — the price per unit you will charge clients. The grid shows the base platform cost next to your configured price so you can see your margin at a glance.Common billable items include:
| Item | Notes |
|---|---|
| SMS (outbound, per segment) | Typically priced per 160-character segment |
| MMS (outbound, per message) | Higher base cost than SMS |
| Phone calls (per minute) | Inbound and outbound may differ |
| Email sends (per 1,000) | Often a flat fee per volume tier |
| Email verification (per lookup) | Per address checked |
| Premium workflow actions | AI-powered steps cost more than standard |
| Content AI (per word) | Used for AI-generated copy in emails and SMS |
| Review requests | Per request sent |
Setting per-sub-account pricing overrides
You can set different prices for individual clients — for example, offering a preferred rate to a long-term client or charging a premium to a new one.Go to the sub-account list
From the agency view, click Sub-accounts and find the client you want to configure.
Open the sub-account's rebilling settings
Click the three-dot menu next to the sub-account and select Manage Client or Billing Settings.
Override specific prices
The same pricing grid appears as in the agency-wide settings. Update the prices for this client. Leave items at the default if you want to use your agency-wide pricing for those.
Adding a client’s payment method
For automatic rebilling to work, each client sub-account needs a valid payment method on file.Go to billing settings
Inside the sub-account, navigate to Settings > Billing or Settings > Company Billing.
Clients can manage their own payment method if they have an Admin role in their sub-account. If you want clients to self-serve their billing, ensure their account admin user exists and has billing permissions.
Wallet and credit system
HoopAI uses a wallet system for usage billing. Each sub-account has a wallet balance. When usage occurs (e.g., an SMS is sent), the cost is deducted from the wallet. When the wallet runs low, the system automatically tops it up from the payment method on file. Configuring the wallet for a sub-account:- Set a minimum balance threshold — the balance at which the auto top-up triggers
- Set a top-up amount — how much to charge the client’s card when the wallet hits the threshold
- Set a maximum wallet cap — prevents over-topping if there is unusually high usage
Monitoring usage and rebilling
From the agency view, you can monitor usage across all sub-accounts:- Agency Billing Dashboard — shows total usage charges across all locations for the current billing period
- Per-account usage — click into a sub-account’s billing settings to see a line-by-line usage ledger
- Invoices — view and download itemised invoices per sub-account
Frequently asked questions
What happens if a client's payment method fails?
What happens if a client's payment method fails?
The platform will retry the charge. If it continues to fail, the sub-account’s messaging and calling features may be suspended until a valid payment method is added and the outstanding balance is settled. You will receive an alert when a client’s payment fails.
Can I absorb usage costs for a client instead of rebilling them?
Can I absorb usage costs for a client instead of rebilling them?
Yes. Simply do not add a payment method to that sub-account’s rebilling settings, and do not enable rebilling for that account. Usage costs will continue to roll up to your agency account bill.
Can clients see their usage details?
Can clients see their usage details?
Clients with Admin access to their sub-account can view their wallet balance and top-up history under Settings > Billing. Whether they see itemised usage depends on your rebilling configuration.
Is there a minimum markup I have to charge?
Is there a minimum markup I have to charge?
No. You can set your retail price at exactly the base cost (zero markup) or even below it if you want to subsidise a client’s usage. However, the minimum you can charge is the base platform cost — you cannot configure prices that would result in the platform paying you.
How do I disable rebilling for a specific sub-account?
How do I disable rebilling for a specific sub-account?
Open the sub-account’s billing settings and toggle off rebilling for that account. Usage costs will revert to rolling up to the agency bill.