Start with Settings → Billing. Select the period you want to review in the usage summary and, if you have an invoice or payment record, compare it with that same month.
The amount is higher than expected
Check these items separately:
- Confirm the plan and billing agreement active during the period. Prepaid accounts and fixed agreements can be settled differently.
- If your plan uses the standard monthly comparison, review the usage summary and identify which of the four Hellotext amounts was highest.
- Check whether attributed revenue increased after eligible purchases were recorded.
- Review billable SMS parts, the destination country, and the applicable rate. The published “up to X SMS” figure is an approximate equivalent, not a free bucket deducted first.
- Confirm the non-SMS message volume used by the fair-use calculation.
- Review applicable taxes separately. WhatsApp fees paid directly to Meta do not appear on the Hellotext invoice; check them in Meta billing.
Under the standard monthly comparison, do not add the four Hellotext amounts: only the highest becomes the charge for that comparison. See SMS pricing and sender types and Meta fees for WhatsApp to separate those charges.
Attribution does not match a report
Confirm that both views use the same date range, currency, and date basis. A playbook report can organize results by trigger date while another report can use a different event date.
Use How we attribute sales and Data integrity and differences between reports to reconcile the source data.
An invoice is not available
Invoices appear when they are available for a billing period. In Invoices, open Select month and choose a month under the relevant year. If the business has no invoices yet, you will see an empty state and the selector will be absent.
If an older finalized period is missing, contact support with the business identifier and month.
A payment method failed
- Confirm that the method is still valid and supports the account currency.
- Add another method when New payment method is available.
- Review the business balance when balance billing applies.
- If Shopify is shown as the payment method, review the billing status in the connected Shopify account.
Do not send card security codes or complete payment credentials to support.
The following empty state shows where to add an alternative method. The example cards drawn above the button are an interface preview; they do not represent saved cards or a failed payment.
A plan change is not reflected
Open the current plan card. If you scheduled a downgrade or cancellation, look for its notice and effective date. An upgrade can take effect during the current period after payment succeeds; confirm the status shown for your account.
Refresh Billing after a successful payment. If the status still does not match, provide support with the current plan, requested plan, confirmation time, and any visible error.
Currency or taxes look incorrect
Open Billing information and check the tax details. Use Change Country to inspect the business country and tax notice; do not save a change if the current country is correct. Changing it can affect tax treatment, currency, and available payment methods.
Do not change the country only to alter a price. It should represent the business’s correct billing location.
What to include in a support request
- business or workspace identifier;
- billing month and currency;
- invoice or payment reference;
- expected and displayed amounts;
- screenshot of the relevant summary without sensitive payment data; and
- the date and time of a failed payment or plan change.