Question 1

How does billing work?

Accepted Answer

You have a fixed package that is billed every 4 weeks (a 28-day cycle) and charged automatically by card or SEPA direct debit. Each paid renewal adds credits to your account. All usage (calls, messages, AI features and add-ons) is deducted from those credits. Credits expire 84 days after they were added, and the oldest credits are used first.

Question 2

What happens when my credits run out?

Accepted Answer

Your service keeps running. Any usage above your credits is billed as overage on your next 4-weekly invoice.

Question 3

Where do I manage billing?

Accepted Answer

Open the Billing screen in the app. It shows your remaining credit balance, your usage this period, your invoices, your payment methods, your alert settings and any scheduled package change.

Question 4

Which payment methods do you accept?

Accepted Answer

We accept card, iDEAL, Bancontact and SEPA direct debit. When you pay with iDEAL or Bancontact, we set up automatic SEPA direct debit for later charges.

Question 5

How do I change my payment method?

Accepted Answer

Go to Billing > Payment methods and add or update your payment method there. Future charges use your new payment method.

Question 6

Where do I find my invoices?

Accepted Answer

All your invoices are listed on the Billing screen. You can download each invoice as a PDF.

Question 7

How do I see my usage?

Accepted Answer

The Billing screen shows your usage per type, and under View details per day. The overview starts on your current 4-week cycle and shows what was really charged at the time, excluding VAT.

Question 8

What does usage cost?

Accepted Answer

Usage is charged per minute, per message or per action, according to your package. You can see your rates on the Billing screen.

Question 9

What are usage alerts?

Accepted Answer

Usage alerts are emails sent when you reach 80% and 100% of your package amount. Each alert is sent at most once per 4-week cycle.

Question 10

What is a spending limit?

Accepted Answer

A spending limit is optional and applies per 4-week cycle. There is the limit agreed with your account manager and your own limit, which you set under Billing > Settings and which can only be lower; the lowest one applies. At 90% you get a warning email. At 100% new calls and messages are paused until the next cycle. What was already delivered is billed normally. Contact your account manager to raise the agreed limit.

Question 11

What happens if my payment fails?

Accepted Answer

We retry the payment automatically. You keep a period to pay: 5 days for card payments and 14 days for SEPA direct debit, iDEAL or Bancontact. During that period you receive reminders with a payment link. After that period your AI agents pause until the invoice is paid, and they resume automatically once it is paid. A SEPA debit that is still being processed does not count as failed.

Question 12

How do I change my package?

Accepted Answer

Your account manager changes your package for you, up or down. The new package starts at your next renewal, not halfway through a cycle. From then the new amount is charged automatically, the same way as now, without a new payment link. Your services keep running and your remaining credits stay until they expire. You get an email with the date and the Billing screen shows the scheduled change. Need more before your renewal? Usage above your credits is billed as overage.

Question 13

Why are my AI agents paused?

Accepted Answer

Possible reasons: an unpaid invoice (pay via the link in the email or on the Billing screen, and your AI agents resume automatically), a spending limit that was reached (your AI agents resume in the next cycle, or ask your account manager to raise the limit), or your credits ran out after cancelling. While your services are paused, the meeting assistant does not join scheduled meetings; it joins again once your services resume. A call or meeting that was already running when your services were paused is completed and billed normally. New emails to your email agents still arrive in your inbox while your AI agents are paused. They get the label "AI paused: payment" and wait for you; once your services resume you can use "Create AI draft" on such an email.

Question 14

What happens if I reverse a payment through my bank?

Accepted Answer

If you dispute or reverse a payment to us through your bank or card issuer (a chargeback), your AI agents are paused while the dispute is open. If it is decided in your favour, they resume automatically. If it is decided in our favour, you receive an invoice by email for the reversed amount, and once it is paid your AI agents resume automatically. Do you disagree with a charge? Contact us first.

Question 15

Are the amounts on the Billing screen incl. VAT?

Accepted Answer

No. Your credits, usage, rates and overage on the Billing screen are shown excluding VAT. VAT is added on the invoice. The overage card also shows the expected amount including VAT, and your invoices show the subtotal, the VAT and the total including VAT.

Question 16

How do I contact billing support?

Accepted Answer

Contact your account manager, email support@staffifyai.com, or use the contact form at staffifyai.com/contact. Please mention your company name.