Invoices and payment

Your invoices, the address they go to and your payment details are under Settings›Billing. When you are done, you know where to download an invoice, how you pay, what happens when a payment fails and how to cancel.

View and download invoices

The Invoices card lists your invoices, newest first, with Date, Number, Amount and Status. PDF downloads the invoice.

The invoices are issued by our payment provider Stripe. An invoice appears here once Stripe has issued it. Its Status then reads, for example, Open or Paid. If you book a plan while more than two days of the trial are left, the first invoice listed costs nothing. The first invoice with an amount follows when the trial ends, which is also the case as soon as the trial minutes are used up. If you switch to a bigger plan, the pro-rata difference is on an invoice of its own. From December 2026, extra minutes are on an invoice of their own early the next month, see How minutes are counted.

If the Your plan card says that we bill your account personally, you get your invoices by e-mail and the list stays empty.

If you have booked the WhatsApp assistant, it is on our invoice per connected number. WhatsApp's message fees are billed to you by Meta directly; they are not on our invoice.

The billing e-mail

1. Under Billing e-mail, enter the address Stripe should use for your invoices.
2. Click Save at the bottom.

Enter the address before you book, ideally. If the field is empty when you book, Stripe takes the address of the person booking. Once Stripe knows your account, we change the address there too. If that fails, nothing is saved and you see The billing e-mail could not be saved. Try again then.

Our own e-mails about a payment due go to every Owner with a confirmed e-mail address and to this address. Those about the trial go to the owners only; the one about your plan starting, when a booked trial has used its minutes, also goes to this address.

Payment method and billing address

You enter your payment details when you book a plan: on Stripe's page, by card or SEPA direct debit. There you also enter your billing address and, if you like, your VAT ID. Stripe works out the VAT from your billing address. That page is always in German.

Once you have booked a plan, Manage payment details opens Stripe's customer portal. You change your payment details there.

When a payment fails

• Your plan shows Payment due. Every Owner and the billing e-mail get an e-mail from us straight away, usually with Stripe's link to pay the open invoice without signing in. Stripe tries the charge again.
• If the payment stays open, we remind you after 7, 14 and 21 days. Settings›Billing and the home page show Payment failed with the day your line is suspended without payment.
• Your line can still be reached until then.
• It is suspended 28 days after the first failed payment, no sooner than seven days after the last reminder. Callers then hear a short announcement in your assistant's language and in English that the line cannot be reached.
• As soon as Stripe reports the payment, your line can be reached again. If your plan was ended over the unpaid amount, book it again under Choose a plan.

Check your payment details under Manage payment details.

When a payment is disputed

If you dispute a card payment at your bank or card issuer, or object to a direct debit, the amount is not paid.

• Settings›Billing then shows a notice about it.
• Until it is settled, you cannot change your plan or book additional numbers or lines. You can give either back. Your line can still be reached.
• If the notice names a date, your line is suspended that day unless this is settled by then.
• Withdraw the dispute at your bank and let us know, or write to us: we will send you an invoice to pay another way. An objection to a direct debit is final; then only the invoice is left.
• If you did not make the payment yourself, write to us as well.

Once the dispute is decided in our favour or the invoice is paid, you can change your plan and book numbers and lines again, with nothing for you to do. If your line was suspended because of it and your subscription is still running, it can be reached again.

When prices change

Your subscription runs at the prices and included amounts of your plan as you booked it. If we change them, a running subscription changes only at the end of a billing period, at least six weeks after we announce it; a subscription paid for twelve months in advance changes only once they have run. Lower prices are passed on the same way.

• We announce the change by e-mail to every Owner and the billing e-mail, with the current and the new terms. Settings›Billing then shows the day and the new price.
• Until then you can cancel your subscription to that day: write to us. Cancel subscription ends it at the end of the current billing period, which may be earlier. If you object to the change, that counts as cancelling on that day.
• If you do not cancel, the new terms apply from that day.

Cancel

You can cancel the monthly plan at the end of the current billing month, and a plan paid twelve months in advance at the end of those twelve months. Unless you cancel or switch to monthly payment, a plan paid in advance renews for another twelve months; we remind you by e-mail thirty days before.

1. At the very bottom of Settings›Billing, click Cancel subscription.
2. The dialog names the day and time your subscription ends and what happens after it. The billing period ends at the time of day it began, not at midnight. If you like, choose a reason under Why are you cancelling? (optional).
3. Click Confirm cancellation.

Every Owner with a confirmed e-mail address and the billing e-mail get a confirmation by e-mail, and Your plan says that your subscription is cancelled and when it ends. Until then everything stays as it is, and until then you can take the cancellation back with Withdraw cancellation. Your subscription then simply continues.

After that your assistant answers no more calls: callers hear a short announcement that the line cannot be reached. So switch off the call forwarding at your provider in good time. You can still sign in and see your data until we delete the account 30 days after the end; we announce it by e-mail at least 14 days before. Book a plan again before then and everything stays. More under After the end.

If our team entered a cancellation at a specific date for you, Your plan shows that date and Withdraw cancellation is missing: you take such a cancellation back by sending us a message.

Cancel subscription only appears once you have booked a plan with Stripe and no payment is open. If a payment is open or your line is suspended, cancel by e-mail to us; the address is under Help in the dashboard. An e-mail is enough at any other time too. If Stripe's customer portal behind Manage payment details offers cancellation, you can cancel there as well; the confirmation by e-mail comes then too.

Common problems

The Invoices list is empty. You have not booked a plan yet, or we bill your account personally.

I do not see Settings›Billing. Only the Owner sees that page.