Checking or Updating Your Billing Information, Price Plan, or Payment Method

Overview

In Kayako, you can check or update your billing information, change your price plan, update your payment method, or change your credit card through the user interface in the Account section. From there, you can review you current price plan, download your invoices, view the account expiration date, or if you want to see your current seat count or decide to add or reduce your seats and be billed month-to-month instead of annually, it can be done from the account section.

Diagnosis

Kayako uses your account information to validate and authorize transactions so it's important that you make sure your account has the correct owner's name, address, or phone.

Our support team cannot take your payment details over a call, chat, or email due to security reasons. Hence, it is essential to keep the payment details up-to-date by logging in to your account page in Kayako. If your license has expired due to payment issues, you need to contact support to get a temporary extension so you can log in to your account and update the credit card on file. Therefore, to avoid service disruption due to failed renewals, we highly recommend adding a valid credit card to your account.

NOTE: If you have a valid credit card on file, the system will automatically charge your account either monthly or annually depending on your plan on your renewal date. This keeps your account up to date with payments thus avoiding disruptions due to license expiration. 

Sometimes, you may also need to change your price plan such as an upgrade from Inbox to Growth or to Scale, add more seats to cater to your growing support team, change from annual to a month-to-month billing, or perhaps you simply want to know when your account subscription is expiring. All of these can be done at your fingertips through the account page.

NOTE: If there is information that you are looking for which you cannot find in the Account section, please contact our Sales team by sending an email to Sales@kayako.com.  

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Prerequisite

• To make changes to the billing information, price plan, and payment details in Kayako, you need an owner role account. 

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Solution

1. Log in to Kayako and go to the admin area.

2. Under the ACCOUNT section, click Overview. If you are on a trial account, you will only see "Plan" under this section.

   • NOTE: The account subscription expiration date can be seen in the Subscription section.
     

3. Make the necessary edit or update using the guide below:

   • To change your price plan, click the Change plan button (if you click on Plan under Account, it will take you to the same screen). Pick the plan you wish to subscribe to or place the number of seats you want to activate on your account, then click Update Subscription.
     
   • To update your billing details (name, address, phone number, etc.), click Update information button in the Billing information section. Type the information you wish to enter in their respective fields, then click Save changes.
     
   • On the Payment Method section, click the Update Card button add or update your credit card information. Enter the credit card details you wish to enter in their respective fields, then click Submit.
     
     
     

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Confirmation

Once you have added your credit card, the system can automatically charge your card when the annual or monthly renewal date arrives.

Updating your billing information ensures that we have the right contact information on file in case we need to validate you for security reasons.

If you have updated your subscription say from Inbox to Growth, you will be able to enjoy the benefits of the chosen price plan such as additional teams, more collaborator accounts, or additional brands you can create. If you added more seats, you will be able to create more staff user accounts in your Kayako instance.

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