Buying credits and managing your subscription

Organization Owners and Admins buy credits, change the subscription and download invoices from the Plans & billing tab of the organization settings. This article shows each part of that tab. For what credits pay for and how the balance works, see "Understanding credits".

Open the Plans & billing tab

1. At the top of the sidebar, click your organization's name.
2. Click Settings. Only Owners and Admins see this button.
3. Open the Plans & billing tab.

You can also click Manage or Top up on the Credits card of the organization switcher, or Top up credits on a low-credit callout. Each one opens the same tab.

The tab has two rows:

• At the top, your current plan and your credits.
• Below, the purchase cards: Buy credits, Change subscription and Contact us.

The cards shown depend on the state of your subscription. See the sections below if your renewal is canceled, your subscription has ended or a payment failed.

Your current plan

The left card shows the name of your current plan and a date:

• Renews followed by the date: your subscription renews on that date.
• Access until followed by the date, with the plan price per month or per year: you canceled the renewal. Your plan keeps working until that date.
• No active subscription: your subscription has ended.

Click Manage plan & billing to open the billing portal in a new browser tab. In the portal, you can:

• see and download your invoices,
• update your payment method.

Your credits

The right card shows Credits remaining with the credits left and the credits received. It lists where your credits come from: subscription credits with their renewal date, Free plan credits, or top-up credits.

Some organizations see Credits used instead of Credits remaining.

When your subscription has ended or a payment is pending, the card does not list where your credits come from. It shows Balance kept with the credits you still have instead. See the sections below.

Buy credits (one-time packs)

A pack adds credits to your balance once. Use it to top up between renewals or when the balance is low.

1. On the Credits (top-ups) card, open the list and choose a pack: 100k credits, 500k credits, 1M credits or 2M credits.
2. Check the price shown on the card.
3. Click Buy credits.
4. Complete the payment in the checkout window.

The credits are added to your balance after payment. If your Mates were paused at zero, they reply again.

Change subscription (monthly credits)

A subscription gives your organization a set amount of credits every month.

1. On the Subscription card, open the list and choose a tier: 100k credits, 500k credits, 1M credits or 2M credits. The list preselects your current tier.
2. Check the monthly price shown on the card.
3. Click Change subscription.
4. If a checkout window opens, complete it.

The new tier applies to your subscription. The Plans & billing tab then shows the new subscription credits and their renewal date.

Contact us (custom offers)

The Contact us card is for a custom offer. Choose Business or Enterprise in the list, then click Contact us. A contact page of allmates.ai opens in a new browser tab.

With a custom offer

Some organizations have a custom offer. For most of them:

• the Plans & billing tab shows only the Buy credits card,
• there is no Change subscription card and no Contact us card.

You buy credits with the same steps as above. The card shows the prices of your offer.

If you canceled your subscription

When you cancel the renewal, your plan keeps working until the end of the current period.

• A warning at the top of the tab says "Renewal canceled. Access stays active until" followed by the date.
• The current plan card shows Access until with the date and the price of your plan.
• The Change subscription card is hidden. The Buy credits card notes that purchased credits can only be used with an active subscription.

To keep your plan:

1. In the current plan card, click Reactivate renewal.
2. Wait a few seconds while the tab shows "Request sent. Waiting for the billing provider to confirm…".

You are not charged when you reactivate. Your plan renews on its usual date. Within a few seconds, the warning disappears and the current plan card shows Renews with the date again.

If the tab shows "Renewal couldn't be turned back on. Try again.", click Reactivate renewal again. If the confirmation takes longer than usual, refresh the page in a moment.

If your subscription has ended

When your subscription has ended, your Mates stop replying until a subscription is active again.

• The top of the tab says "Your subscription has ended. Choose a plan to restart it."
• The current plan card shows No active subscription. Manage plan & billing still opens the billing portal for your invoices.
• Your remaining credits are kept. The credits card shows Balance kept with the number of credits, usable once the subscription is restarted.
• Only the Restart subscription card shows. Credit packs are not offered: they would not restore access to your Mates.

To restart your subscription:

1. On the subscription card, open the list and choose a tier. The list preselects your last plan.
2. Check the monthly price shown on the card.
3. Click Restart subscription.
4. Complete the payment in the checkout window.

After payment, the tab shows your new plan with its renewal date, your kept credits are usable again and your Mates reply again.

If a payment failed

When a payment fails, an error at the top of the tab says "Your last payment failed. Update your payment method to restore access."

1. In the current plan card, click Update payment method. The billing portal opens in a new browser tab.
2. In the portal, update your payment method and settle the payment.

Your credits are kept. The credits card shows Balance kept with the number of credits, usable once the payment is settled. No purchase card shows until then.

What members see

When your organization has no active subscription, a Mate does not answer a member's message. Instead, the reply says "I couldn't reply: the organization's subscription is no longer active." and invites the member to contact an organization admin or support@allmates.ai. There is no Retry button: sending the message again does not help until the subscription is active.

For Owners and Admins, the same reply points to the billing settings of the organization.

Good to know

• Members with the User role do not see Settings, the Plans & billing tab or the credit balance.
• The prices always show in the app, on the purchase cards and in the checkout window.
• If the tab shows "Unable to load billing information. Please try again later.", reload the page. If the message stays, contact support.
• Your plan in billing is different from a member's plan. A member's plan sets which features that member can use. See "Managing Roles, Plans, and Permissions".

Related articles

• Understanding credits
• Starting on the free plan
• Managing Roles, Plans, and Permissions
• Operational Dashboards