> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Billing portal — manage your plan, payments, and invoices
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
Click the **gear icon** in the bottom-left corner of your HoopAI dashboard, or navigate to **Settings** from the main menu.
In the left sidebar under **Account**, click **Billing**. You may be prompted to verify your identity if you haven't accessed billing recently.
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:
| 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 |
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
In the billing portal, click **Payment Methods** or the **Update** button next to your card on file.
Enter your new credit or debit card number, expiration date, CVV, and billing address. HoopAI accepts Visa, Mastercard, American Express, and Discover.
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.
Optionally remove any outdated payment methods.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
| 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 |
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.
| Plan | Monthly price | Annual price (per month) |
| ---------- | ------------- | ------------------------ |
| Starter | \$97/mo | \$81/mo |
| Pro | \$297/mo | \$247/mo |
| Enterprise | \$497/mo | \$414/mo |
Save up to 17% by switching to annual billing. Go to **Settings → Billing → Change Plan** and select the annual option.
Add-ons are optional paid features or capacity upgrades that extend your plan. They are billed monthly on top of your base plan.
| Add-on | Typical cost | Billing model |
| ------------------------- | --------------------- | ---------------------- |
| WhatsApp Business | Varies by region | Per conversation |
| LC Email | \$10/mo | Flat monthly fee |
| LC Phone | \$6/mo + usage | Base fee + per minute |
| Premium Actions | $0.01–$0.05/action | Per execution |
| Content AI | $0.03–$0.09/1K words | Per usage |
| Conversation AI | $0.02–$0.05/message | Per message |
| Reviews AI | $0.08–$0.15/response | Per response |
| Workflow AI | $0.03–$0.10/step | Per step execution |
| Additional users | $15–$45/user/mo | Per user per month |
| Additional phone numbers | $1.50–$3.00/number/mo | Per number per month |
| SEO tools | $30–$70/location/mo | Per location per month |
| Dedicated IP (email) | $50–$100/mo | Flat monthly fee |
| Additional custom domains | $10–$20/domain/mo | Per domain per month |
For a detailed breakdown, see [Usage and add-ons](/settings/usage-and-addons).
Usage charges are metered and billed based on actual consumption during your billing cycle. They appear as line items on your invoice.
| Usage type | Pricing model | Included in plan? |
| ------------------------ | --------------------------- | -------------------------- |
| Email sends | Per email; bulk tiers apply | Yes — plan-dependent limit |
| SMS | Per segment (160 chars) | No — pay per use |
| MMS | Per message | No — pay per use |
| Phone minutes (outbound) | Per minute | No — pay per use |
| Phone minutes (inbound) | Per minute | No — pay per use |
| AI agent usage | Per interaction/token | Limited by plan |
| Workflow executions | Free tier + overage | Yes — plan-dependent limit |
| Storage (files/media) | Per GB over limit | Yes — plan-dependent limit |
## 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 |
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.
| Type | Rate (US/Canada) | Rate (International) |
| -------------- | ---------------- | -------------------- |
| SMS (outbound) | \$0.0079/segment | $0.02–$0.15/segment |
| SMS (inbound) | \$0.0079/segment | $0.01–$0.10/segment |
| MMS (outbound) | \$0.0200/message | $0.03–$0.20/message |
| MMS (inbound) | \$0.0100/message | $0.02–$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 | $0.02–$1.50/min |
| Inbound calls | \$0.0085/min | $0.01–$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 | $0.03–$0.09 |
| Conversation AI | Per message exchange | $0.02–$0.05 |
| Reviews AI | Per review response | $0.08–$0.15 |
| Workflow AI | Per AI step execution | $0.03–$0.10 |
| AI agent interactions | Per conversation | $0.05–$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:
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:
| 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 |
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](/settings/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.