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Billing FAQ

Last Update: Sep 2024 • Est. Read Time: 3 MIN
To check plan availability, see the pricing page.

Here are answers to some of the most popular questions regarding billing.

Q. Does my account ever freeze?

We don’t delete your account. However, once your current period ends, if you don’t add a credit card, you will lose access to all sections of Kustomer except the billing section. We will send you an email before this occurs to remind you to add a credit card.


Q. What if the credit card on file expires or changes and I forget to change it before my next billing period?

You will receive an email that your card was declined. You will have three days to update your payment information in our system before your account is deactivated. Your account can be reactivated at any time by re-entering a credit card. Please contact client-billing@kustomer.com if you have any questions.


Q. What if I add additional users to my plan?

Congratulations on growing your team! If you are on a monthly payment plan, we will charge a prorated amount for the remaining term of your existing month. The following month, Kustomer will bill you in full for all seats. If you are on an annual payment plan, we will charge a prorated amount for the remainder of your contract period.

You can increase your user limit on the Manage Subscription page. If you increase your Full-Time user limit by purchasing seats, they will be billed at your per-seat rate and remain active throughout the duration of the contract.

If you have special contract terms or problems making this change, please contact client-billing@kustomer.com.


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

We are glad you are deciding to get access to more of Kustomer’s powerful features. You will be charged a prorated amount for the remainder of your paid period. At your next payment period, you will be billed at a higher rate. 


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

There will be a credit balance on your account for the remainder of the current payment period that will be automatically applied to future payment periods.


Q. Who on my team can access Billing Settings?

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 Settings. They will also be in charge of managing all aspects of the billing process.


Q. How can I pay?

You can add your payment information directly in Kustomer. From the Settings panel, select Billing and then select Manage Payment. We accept all major debit and credit cards, including Visa, Mastercard, American Express and Discover, as well as wire. We are working on adding ACH payments, in the meantime please contact client-billing@kustomer.com for more information.


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

Please contact client-billing@kustomer.com to provide your account information.


Q. When will I be charged?

If you have chosen an annual contract for the discounted rate, you will be charged for your contract in full after signing. If you have a monthly contract, you will be charged on the first day of the contract month.


Q. Will my credit card be charged automatically?

Yes. Our billing system will automatically create your invoice and then charge the card on file. When the payment is approved by your bank, the invoice is closed, and a copy of the invoice marked as Paid is sent to your contact email on file.


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, 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

For more information about Kustomer's security and data handling policies, please visit the Kustomer Security Center.


Q. What happens if I cancel my plan?

We are sad to lose any of our customers. If you decide to cancel your plan, your account will be deactivated at the end of your currently paid or contracted period. You can reactivate your account at any time by re-entering a credit card.


Have more billing questions? Email client-billing@kustomer.com.