Checking or Updating Your Billing Information and Payment Method

Overview

In Kayako, you can check or update your billing information, update your payment method, or change your credit card through the user interface in 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 us via chat 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. 

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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 > Account area

1. Under the Account section, click Billing info.

   • To update your billing details (name, address, phone number, VAT ID, etc.), type the information you wish to enter in their respective fields, then click Save.
     
   • On the Saved Card section, click the Update Card button or Add a new card. Enter the credit card details you wish to enter in their respective fields, then click Submit.
     

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.

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