Billing problems
Checkout, invoices, add-ons and what to do when a payment fails.
Checkout will not open or complete
Usually because: A popup blocker, or an ad blocker interfering with the payment provider.
Fix: Allow popups for the dashboard, disable blockers for that page, and retry. Try a private window if it persists.
Usually because: The decision is your bank’s, not ours. We do not see why.
Fix: Try another card or contact your bank. We never see or store your full card details.
Usually because: The confirmation is still in flight.
Fix: Give it a minute and refresh. If it is still not active after a few minutes, contact support with the time of payment — do not pay twice.
An add-on is not active
Add-ons activate once payment is confirmed. If one is showing as inactive after payment, check whether it applies per number or per account — some only take effect on numbers you assign them to. A bundle add-on (several capabilities sold together) only activates once every one of its member capabilities is genuinely available on your account — if you were expecting a bundle and one part of it is missing, that is more likely the cause than a payment problem.
A refund request or a pay-as-you-go charge looks wrong
Usually because: Approving a refund in the dashboard starts it — it does not complete instantly.
Fix: Check the request's status. A refund shows as completed once the payment provider confirms it; if it has been stuck for more than a day, contact support with the request id.
Usually because: Overage billing is capped, never unlimited — you set both a monthly cap and a hard stop.
Fix: Check your configured cap and hard stop under Billing. If usage genuinely exceeded your hard stop, that is a fault worth reporting immediately with the time it happened — usage should never be charged past that limit.
Usually because: The AI reads back what it has on file, which comes from your own order data.
Fix: Check the source record. If your system and SIMCOAI disagree, the fix is usually in how the order was captured or synced, not in the call itself.
Trial and cancellation
| Question | Answer |
|---|---|
| Is the trial free? | Yes — 7 days. Your card is collected at checkout but not charged during the trial. |
| What if I cancel during the trial? | No charge is taken. |
| What happens to my data if I cancel? | Your workspace is retained so you can return without rebuilding, subject to law and your deletion rights. |
| Where are my invoices? | In the billing area of your dashboard. |
| Can I switch plans mid-cycle? | Yes — use the billing portal linked from the Billing area. Any price difference is prorated and reflected on your invoice; see Invoices and tax. |
If the problem is somewhere else
- Understanding pay-as-you-go itself — see Pay-as-you-go and overages.
- Invoices, receipts and tax details — see Invoices and tax.
- How refunds are captured and approved in the first place — see Refunds.
Contacting support about billing
Include the approximate time, the plan or add-on involved, and what you saw. Never send full card details to us or to anyone claiming to be us.