Skip to main content
At the end of this page, you can find any invoice, change the card on file, clear a failed payment, and know which billing emails to expect.

​
Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • Admin, Billing, and Auditor roles can open the Billing page.
  • Only the Admin and Billing roles can update the payment method or write to the account manager. See Roles and permissions.
  • The Payment method and Billing history cards appear only on Premium and Enterprise plans. Free organizations see the plan card and plan limits instead.

​
Open the Billing page

Go to Settings and select Billing. The page has two tabs, Overview and Campaign wallet. Everything on this page lives on the Overview tab. The header shows a Manage billing button on paid plans. It opens your Stripe billing portal in a new browser tab, where you change the card on file.
The Billing page Overview tab on an Enterprise plan, with the plan card, the Live chat seats card, and a Payment method card that reads No card on file

​
Read the Payment method card

The Payment method card shows the card brand, the last four digits, and the expiry date, for example Visa •••• 4242 and Expires 04 / 28. If Stripe has no card for your organization, the card reads No card on file.
1

Select Manage in Stripe

The button opens the Stripe billing portal in a new tab.
2

Add the new card and set it as default

Stripe saves the card to your organization’s billing account.
3

Return to the Billing page

The card details on the Payment method card update to the new card.

​
Read the Billing history card

The Billing history card lists every charge Stripe has recorded for your organization, newest first. Before the first charge, the card reads No charges yet. An invoice stays Open until Stripe collects payment. Invoice-billed Enterprise organizations see each invoice as Open until Stripe records the payment, then as Paid.

​
Recover from a failed payment

When a subscription charge fails, Tars keeps your plan running and starts a grace period. Three things happen at once:
  • Admin and Billing role members receive the Payment failed email with an Update payment method button.
  • Every dashboard page shows a banner that reads Payment failed. and states when the grace period ends, for example Grace period ends in 5 days.
  • Members without billing permission see Ask your billing admin to update the payment method. on the same banner.
The banner also names the date on which every member except the owner is removed if the payment stays unpaid. Dismissing the banner hides it until the page reloads. Conversations keep working during the grace period. If a billing period ends before the grace period does, the plan conversation allowance still renews.
If the grace period ends unpaid, a card-billed Premium subscription is cancelled and the organization drops to the Free plan. All members except the owner are removed and live-chat seats are revoked. Update the card before the date on the banner.
1

Select Update payment method on the banner

The Stripe billing portal opens in a new tab. The same button is in the failure email.
2

Replace the card

Add a working card and set it as the default in the portal.
3

Return to the dashboard

When Stripe records the payment, the banner disappears and the grace period ends.
When the grace period is longer than 7 days, card-billed organizations receive one more email 7 days before it ends. The subject reads Your TARS subscription grace period expires in N days, with the same Update payment method button.

​
Contact your account manager

Enterprise organizations with an assigned account manager see a Contact account manager button in the Billing page header. The plan card also shows the account manager’s email address, for example Account manager · jordan@hellotars.com.
1

Select Contact account manager

Tars emails your account manager with your name, email address, and organization name.
2

Watch for the confirmation toast

The toast reads Email sent to your account manager. Replies go to your own email address.
Members without billing permission see the text Contact your account manager in place of the button. Enterprise organizations that go over their included conversation volume see a notice on the Billing page. It reads Over your included volume. The agent keeps running, and your account manager reconciles the overage.

​
The billing email catalog

Admin and Billing role members receive these emails.

​
Verify

After a successful payment, the Payment failed. banner is gone, the plan card shows Renews with the next date, and the invoice in Billing history shows Paid.