Billing Issues

Trochai uses a secure payment processor for subscription payments and credit packs. This guide covers the most common issues related to payments, plan activation, and credits.

Payment Declined

If when trying to subscribe to a plan or purchase a credit pack the payment is declined, the most common causes are:

1. Insufficient funds: Check that your card has enough balance to cover the amount.
2. Expired card: Confirm that your card's expiration date has not passed.
3. Bank block: Some banks block international transactions or online purchases by default. Contact your bank to authorize the transaction.
4. Incorrect details: Check that the card number, expiration date, and CVV code are correct.
5. Transaction limit: Your card may have a daily or per-transaction limit that does not allow the amount.

What to Do

Subscription Not Activating

If you completed the payment process but your subscription does not appear as active:

1. Wait a few seconds and reload the page. Activation depends on a webhook that normally processes in less than 5 seconds, but can take up to 30 seconds.

2. Check the status in Settings > Billing. If the page shows your current plan as "Solo" (free) after paying for a higher plan, the webhook may not have processed correctly.

3. Check your email. A payment receipt is sent to the email address associated with your account. If you received the receipt but the plan did not update, there is a delay that will resolve automatically or with support help.

Subscription in "past_due" Status

If your subscription appears as "past_due", it means the system tried to charge the renewal but the payment failed. This can happen if:

• The registered card has expired.
• There are insufficient funds.
• The bank rejected the recurring charge.

The system will automatically retry the charge. In the meantime, your plan will remain temporarily active. If the payment continues to fail, the subscription will be canceled and downgraded to the Solo plan.

Solution: Go to Settings > Billing and update your payment method.

Pack Credits Not Appearing

If you purchased a credit pack but the credits are not reflected in your account:

Available credit packs and their credits are:

Pack credits do not expire and are consumed only after your monthly quota is depleted.

Bot Paused Due to Lack of Credits

If your bot stopped responding and you see an amber banner at the top of the application indicating credits are exhausted:

1. Purchase a credit pack from Settings > Billing to restore credits immediately.
2. Wait for the next billing cycle for your monthly allowance to reset automatically.

While the bot is paused, incoming messages are automatically escalated to a human agent. You and your agents can continue sending messages manually without restriction.

For more details about credit alerts, see Credit Alerts.

Invoice Discrepancies

If you notice differences between what you expected to pay and what appears on your invoice:

1. Currency conversion: If your card is in a currency other than US dollars, the final amount may vary due to the exchange rate applied by your bank.

2. Taxes: Depending on your location, additional taxes may apply to the subscription amount.

3. Pack purchases: Check if there were credit pack purchases during the billing period. Each pack generates a separate charge.

4. Expired discount or promotion: If you had a discount code applied, verify that it has not expired. Time-limited discounts are reflected on the invoice only during the active period.

Where to View Invoices

You can view the complete invoice history in Settings > Billing. Each invoice includes:

• Charge date
• Amount charged
• Payment status (paid, pending, failed)
• Link to download the invoice PDF

Plan Does Not Match Features

If your plan shows as Pro or Enterprise but you do not have access to features of that plan:

1. Reload the page with Ctrl + Shift + R.
2. Log out and log back in to refresh your account permissions.
3. If the problem persists, contact support with a screenshot of your billing page and the feature you cannot access.

Next Steps

• To understand plans and their limits, see the Billing section.
• To purchase credit packs, see Credit Packs.
• To manage your subscription, see Manage Subscription.