Skip to main content
The billing portal is your central hub for managing your HoopAI subscription, payment methods, invoices, and usage charges. Access it anytime from Settings → Billing.

​
Accessing the billing portal

1

Open settings

Click the gear icon in the bottom-left corner of your HoopAI dashboard, or navigate to Settings from the main menu.
2

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.
3

Review your account

The billing portal displays your current plan, next billing date, payment method on file, and recent charges.
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: Your billing cycle begins on the date you first subscribed. All usage-based charges and add-on fees are calculated from this anchor date each month.

​
Updating your payment method

1

Navigate to Payment Methods

In the billing portal, click Payment Methods or the Update button next to your card on file.
2

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.
3

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.
4

Remove old cards

Optionally remove any outdated payment methods. You must always have at least one valid payment method on file.
If your payment method is declined, HoopAI will retry the charge according to the retry schedule below. Update your card promptly to avoid service interruption.

​
Billing address

Your billing address is used for tax calculation and appears on your invoices. To update it:
  1. Go to Settings → Billing → Billing Information
  2. Edit your company name, address, city, state/province, postal code, and country
  3. Click Save
Changes apply to future invoices only. Previously generated invoices retain the address on file at the time of issue.

​
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

Each invoice includes an itemized breakdown of all charges, taxes, and credits for that billing period.

​
Understanding your bill breakdown

Your monthly invoice consists of three main components:
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.
Save up to 17% by switching to annual billing. Go to Settings → Billing → Change Plan and select the annual option.

​
Usage-based billing details

​
Email sends

Email sending is included in your plan up to a monthly limit. Beyond that limit, overage rates apply. Bulk campaigns (e.g., newsletters, marketing blasts) count toward your email volume. Transactional emails (appointment confirmations, password resets) may be counted separately depending on your plan.

​
SMS and MMS

SMS and MMS are billed per message segment. Long messages are split into multiple segments.
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

​
AI usage

​
Workflow executions

Each plan includes a number of free workflow executions per month. Executions beyond the included amount are charged as overages.

​
How overage charges work

When you exceed a usage limit included in your plan, overage charges are automatically applied:
  1. Real-time tracking — Usage is tracked in real time and visible in your billing portal under Usage Dashboard
  2. No hard cutoff — By default, services continue working when you exceed your limit (you are billed for the overage)
  3. Invoice at cycle end — Overage charges appear on your next invoice, itemized by usage type
  4. Alerts — You receive email notifications at 80% and 100% of your included usage limits
If you want to set a hard spending cap to prevent overages, go to Settings → Billing → Usage Limits and configure maximum spending thresholds per category.

​
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:

​
Failed payment handling

If your payment method is declined, HoopAI follows this retry schedule:
When your account is suspended due to failed payment:
  • You cannot send emails, SMS, or make calls
  • Workflows and automations are paused
  • Contacts and data are retained for 90 days
  • Websites and funnels may go offline
  • Update your payment method immediately to restore access
After updating your payment method, any outstanding balance is charged immediately. Your account is reactivated within minutes once payment succeeds.

​
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

  1. Go to Settings → Billing → Tax Information
  2. Enter your VAT ID, GST number, or applicable tax registration number
  3. Click Validate and Save
  4. 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

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.
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.
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
Review the itemized breakdown on your invoice for details.
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.
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.
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.
Yes. Annual billing typically saves 15–17% compared to monthly billing. The exact discount varies by plan tier.
Last modified on May 19, 2026