Accessing the billing portal
Open settings
Click the gear icon in the bottom-left corner of your HoopAI dashboard, or navigate to Settings from the main menu.
Select Billing
In the left sidebar under Account, click Billing. You may be prompted to verify your identity if you haven’t accessed billing recently.
Only account owners and users with Admin or Billing permissions can access the billing portal. If you don’t see the Billing option, ask your account owner to update your role.
Viewing your current plan and billing cycle
The top section of the billing portal shows:| Field | Description |
|---|---|
| Current plan | Your active subscription tier (e.g., Starter, Pro, Enterprise) |
| Billing cycle | Monthly or annual — annual plans receive a discount |
| Next billing date | The date your next invoice will be generated |
| Plan price | The base cost of your current plan before add-ons and usage |
| Account status | Active, Past Due, or Suspended |
Updating your payment method
Navigate to Payment Methods
In the billing portal, click Payment Methods or the Update button next to your card on file.
Add a new card
Enter your new credit or debit card number, expiration date, CVV, and billing address. HoopAI accepts Visa, Mastercard, American Express, and Discover.
Set as default
If you have multiple cards on file, select the one you want to use as your default payment method. All future charges will be billed to this card.
Billing address
Your billing address is used for tax calculation and appears on your invoices. To update it:- Go to Settings → Billing → Billing Information
- Edit your company name, address, city, state/province, postal code, and country
- Click Save
Viewing billing history and downloading invoices
The Billing History section lists every charge made to your account, including:- Monthly subscription fees
- Add-on charges
- Usage-based overage fees
- One-time setup fees (if applicable)
- Credits and refunds
Downloading invoices
| Action | How |
|---|---|
| View invoice | Click the invoice number or View link in the billing history table |
| Download PDF | Click the Download icon next to any invoice to save a PDF receipt |
| Bulk download | Select multiple invoices using the checkboxes, then click Download Selected |
| Email invoice | Click Send to Email to receive a copy at your account email address |
Understanding your bill breakdown
Your monthly invoice consists of three main components:- Base plan
- Add-on fees
- Usage-based charges
The fixed monthly (or annual) fee for your subscription tier. This covers core platform features including CRM, pipeline management, calendar, basic automation, and a set number of users and contacts.
| Plan | Monthly price | Annual price (per month) |
|---|---|---|
| Starter | $97/mo | $81/mo |
| Pro | $297/mo | $247/mo |
| Enterprise | $497/mo | $414/mo |
Usage-based billing details
Email sends
Email sending is included in your plan up to a monthly limit. Beyond that limit, overage rates apply.| Tier | Volume (emails/month) | Rate |
|---|---|---|
| Included | Up to plan limit | $0.00 |
| Tier 1 | First 10,000 over limit | $0.001/email |
| Tier 2 | 10,001–50,000 over limit | $0.0008/email |
| Tier 3 | 50,001+ over limit | $0.0006/email |
SMS and MMS
SMS and MMS are billed per message segment. Long messages are split into multiple segments.| Type | Rate (US/Canada) | Rate (International) |
|---|---|---|
| SMS (outbound) | $0.0079/segment | 0.15/segment |
| SMS (inbound) | $0.0079/segment | 0.10/segment |
| MMS (outbound) | $0.0200/message | 0.20/message |
| MMS (inbound) | $0.0100/message | 0.15/message |
A single SMS segment is 160 characters (GSM encoding) or 70 characters (Unicode). Messages exceeding one segment are billed as multiple segments. An MMS message counts as one message regardless of content length.
Phone minutes
| Direction | Rate (US/Canada) | Rate (International) |
|---|---|---|
| Outbound calls | $0.014/min | 1.50/min |
| Inbound calls | $0.0085/min | 0.50/min |
| Voicemail drops | $0.015/drop | N/A |
| Call recording storage | Included | Included |
AI usage
| AI feature | Unit | Approximate cost |
|---|---|---|
| Content AI | Per 1,000 words generated | 0.09 |
| Conversation AI | Per message exchange | 0.05 |
| Reviews AI | Per review response | 0.15 |
| Workflow AI | Per AI step execution | 0.10 |
| AI agent interactions | Per conversation | 0.25 |
Workflow executions
Each plan includes a number of free workflow executions per month. Executions beyond the included amount are charged as overages.| Plan | Included executions/month | Overage rate |
|---|---|---|
| Starter | 1,000 | $0.01/execution |
| Pro | 10,000 | $0.005/execution |
| Enterprise | 50,000 | $0.002/execution |
How overage charges work
When you exceed a usage limit included in your plan, overage charges are automatically applied:- Real-time tracking — Usage is tracked in real time and visible in your billing portal under Usage Dashboard
- No hard cutoff — By default, services continue working when you exceed your limit (you are billed for the overage)
- Invoice at cycle end — Overage charges appear on your next invoice, itemized by usage type
- Alerts — You receive email notifications at 80% and 100% of your included usage limits
Billing date and proration
- Your billing anchor date is the calendar day you first subscribed (e.g., if you signed up on March 15, you are billed on the 15th of each month)
- If the anchor day doesn’t exist in a month (e.g., the 31st in a 30-day month), you are billed on the last day of that month
Proration
When you upgrade, downgrade, or add/remove add-ons mid-cycle:| Change | Proration |
|---|---|
| Upgrade | You are charged a prorated amount for the remainder of the current cycle. The new plan takes effect immediately. |
| Downgrade | The lower plan takes effect at the start of your next billing cycle. You retain access to higher-tier features until then. |
| Add-on added | Prorated charge from the activation date to your next billing date. |
| Add-on removed | The add-on remains active until the end of the current cycle. No partial refund is issued. |
Failed payment handling
If your payment method is declined, HoopAI follows this retry schedule:| Attempt | Timing | Action |
|---|---|---|
| 1st attempt | Billing date | Initial charge attempt |
| 2nd attempt | 3 days later | Retry + email notification sent |
| 3rd attempt | 7 days after billing date | Retry + warning email (account at risk) |
| 4th attempt | 14 days after billing date | Final retry + urgent notification |
| Suspension | 21 days after billing date | Account suspended — read-only access |
Tax and VAT
HoopAI collects applicable taxes based on your billing address:- United States — Sales tax is applied based on state and local tax regulations
- European Union — VAT is charged at the rate applicable to your country. If you have a valid VAT ID, you can enter it in Settings → Billing → Tax Information to apply reverse charge (B2B exemption)
- Canada — GST/HST is applied based on your province
- Australia — GST at 10%
- Other regions — Taxes are applied as required by local law
Adding a VAT or tax ID
- Go to Settings → Billing → Tax Information
- Enter your VAT ID, GST number, or applicable tax registration number
- Click Validate and Save
- If validated, the tax exemption applies to your next invoice
Tax-exempt organizations must upload a valid exemption certificate. Contact support to submit your documentation.
Frequently asked questions
Can I pay by bank transfer or ACH?
Can I pay by bank transfer or ACH?
HoopAI primarily accepts credit and debit cards. For Enterprise plans, bank transfer (ACH/wire) may be available. Contact your account manager or support to discuss alternative payment options.
Can I get a refund for unused time?
Can I get a refund for unused time?
HoopAI does not issue prorated refunds for downgrades or cancellations mid-cycle. You retain access to your current plan until the end of the billing period. See Cancel or downgrade for details.
Why is my invoice higher than expected?
Why is my invoice higher than expected?
Common reasons include:
- Usage overages — SMS, email, or phone usage exceeded your plan’s included amounts
- Add-ons — A new add-on was activated during the billing period
- Tax changes — Tax rates may have changed based on your location
- Proration — A mid-cycle upgrade includes a prorated charge
How do I switch from monthly to annual billing?
How do I switch from monthly to annual billing?
Go to Settings → Billing → Change Plan, select your current tier, and choose the Annual billing option. The switch takes effect at the start of your next billing cycle. You will be charged the full annual amount upfront.
Can I have multiple payment methods on file?
Can I have multiple payment methods on file?
Yes. You can add multiple credit or debit cards. Designate one as your default payment method. If the default card fails, HoopAI will attempt to charge your backup card.
Where can I see my current usage?
Where can I see my current usage?
Go to Settings → Billing → Usage Dashboard to see real-time usage for emails, SMS, phone minutes, AI features, and workflow executions. You can also set up alerts at custom thresholds.
Do annual plans include a discount?
Do annual plans include a discount?
Yes. Annual billing typically saves 15–17% compared to monthly billing. The exact discount varies by plan tier.