# Billing FAQ

> Here are answers to some of the most popular questions regarding billing      Does my account ever freeze   We donrsquot delete your account However on

Source: https://help.kustomer.com/en_us/billing-faq-S1Ld5NHUZ

Last updated: 2026-09-02T21:20:44.849Z

Here are answers to some of the most popular questions regarding billing. If you have additional questions that are not covered in this article, email [client-billing@kustomer.com](mailto:client-billing@kustomer.com).

**Q. Can I freeze my subscription?**

No, subscriptions can't be paused or "frozen". All accounts are governed by the subscription agreement between Kustomer and your organization, which requires an active subscription for the duration of the contract.

**Q. I want to pay my invoice. How do I do this?**

Your payment method is determined by **what’s stated in your contract**. Visit [Billing Hub](https://help.kustomer.com/en_us/understanding-the-billing-hub-ByPKZ0kBGx) to review your payment setup. To receive a copy of your contract, please reach out to your CSM. If you need to request our banking information, please contact [client-billing@kustomer.com](mailto:client-billing@kustomer.com).

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b26ab46da25a5b3f4185978558eb8f6a.png)

Please review your contract, then follow the instructions below:

1.  **Credit card**  
    If your contract states you pay by credit card, you’ll need to add a valid card on file. To do so:
    1.  Log in to Kustomer as an Org Owner or admin with permissions to the Billing page.
    2.  Go to **Settings > Billing Hub > Billing Overview**. You will see your account's recurring and usage-based charges, and review the payment method on file.
    3.  Select **Update**.
    4.  Enter your credit card information in the window that opens.
    5.  \*\*Note:\*\*After you enter your credit card information, a confirmation message will briefly appear before disappearing. Your payment method may still display as Wire. Please email [client-billing@kustomer.com](mailto:client-billing@kustomer.com) to let us know once the card has been added, and our team will manually update your payment method to Credit Card (AutoPay).
2.  **ACH (bank transfer)**  
    If your contract specifies ACH, you’ll need to pay via ACH push. You can find our banking information at the bottom left of your invoice.
3.  **Wire transfer**  
    If your contract specifies wire transfer, you’ll need to send payment by wire. Our banking information is located at the bottom left of your invoice.  
    **Note:** Be sure to cover any wire transfer fees. If fees are deducted, your invoice will show an outstanding balance and service suspension may occur.
4.  **Paying by credit card (outside of contract)**  
    If your contract specifies a different payment method but you’d like to pay by credit card instead, you can. However, a **3% processing fee** will apply to each transaction.

**Q. I want to add additional users/licenses to my account. How can I do this?**

You have two options to add additional users:

1.  **Add users in the app**  
    You can add users directly in the app by going to **Settings > Users > Users**. When you add seats this way, any 1:1 products will also increase at the same time.  
    **Note:** Adding seats in the app extends them onto your current contracted term. This means that at renewal, those seats will be included in any auto-renewal. For example, if you add 5 seats mid-contract, they’ll be part of your total seat count at renewal.
2.  **Seasonal seats**  
    If you only need a few extra users for a specific period of time, you can request a set of seasonal seats by emailing your CSM.  
    **Note:** Seasonal seats are billed at 1.5x the regular seat price, require a minimum of 3 months, and at least 2 seats. Each seasonal seat period can be extended once, but seats will need to be reassigned each time a new set of seasonal seats begins. Some accounts may have different terms for seasonal seats, so please reach out to your CSM to confirm your account’s specific terms.

**Q. I'd like to upgrade my services. What happens to the money I've already paid for my lower-level plan?**

You have two things to keep in mind when upgrading:

1.  **Compare plans**  
    Review the different features available on each plan by visiting our [pricing page](https://www.kustomer.com/pricing/).
2.  **Prorated charges**  
    When you upgrade, a prorated amount will be applied depending on your billing schedule and contracted term. For additional questions, please reach out to your CSM or email [client-billing@kustomer.com](mailto:client-billing@kustomer.com).

**Q. What if I change to a lower plan and I’ve already paid?**

A credit balance will be applied to your account for the remainder of the current payment period and will be automatically applied to future payment periods.

**Q. Who on my team can access Billing Settings?**

Billing Settings has become [**Billing Hub**](https://help.kustomer.com/en_us/understanding-the-billing-hub-ByPKZ0kBGx). The owner of the account, as well as your selected team admins, are the only members who will be able to access and view your Kustomer organization's **Billing Hub**. They will also be responsible for managing all aspects of the billing process.

**Q: Can I download my billing usage?**

Yes. From **Settings > Billing Hub > Usage Tracking,** you can download a CSV of your billing usage for review or record-keeping.

*   Select your billing usage source (such as **WhatsApp** or **Engaged Conversations**). Options depend on what your organization uses.
*   The export provides a download button after it has finished.
*   The CSV includes columns relevant to your org's billing usage.

**Q. How can I pay?**

You can add your payment information directly in Kustomer by going to **Settings > Billing Hub > Billing Overview**. We accept all major debit and credit cards, including Visa, Mastercard, American Express, and Discover, as well as wire transfers. We are working on adding ACH payments. In the meantime, please contact [client-billing@kustomer.com](mailto:client-billing@kustomer.com) for more information.

**Q. What if I want to pay by ACH/Wire?**

1.  **Wire transfer fees**  
    Please ensure that you include any fees incurred from the wire transfer. If fees are deducted, the amount we receive will be applied to your invoice, and a balance will remain.
2.  **Banking details**  
    You can find our banking information on the left side of your invoice, under the invoice table.

If you still need assistance, please email [client-billing@kustomer.com](mailto:client-billing@kustomer.com).

**Q. When will I be charged?**

Charges are based on the subscription start date listed in your contract.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c6c95ef7619c319749d16d1600e55cf0.png)

**Q. Will my credit card be charged automatically?**

If you have a credit card on file, your card will be automatically charged in accordance with your contract.

**Q. Is my credit card information safe?**

Yes, we use Stripe, one of the leading payment providers. Stripe is certified to [PCI Service Provider Level 1](http://www.visa.com/splisting/searchGrsp.do?companyNameCriteria=stripe), which is the most stringent level of certification available in the payments industry. Customer security and privacy is one of our core values at Kustomer, and our extensive knowledge of enterprise-level security keeps your information safe. You can learn learn Stripe's security policies on their site: [Security at Stripe](https://stripe.com/docs/security/stripe)

For more information about Kustomer's security and data handling policies, please visit the [Kustomer Security Center](https://www.kustomer.com/security/).

**Q. What happens if I cancel my plan?**

We’re always sad to see customers go. Plans cannot be canceled mid-term unless a legal termination is agreed upon. You’ll continue to have access to your account until the last day of your contracted term, at which point access will end.