Payment Failures, Unexpected Credit Usage, and Invoice Questions
Fix payment failures, understand why credits deplete faster than expected, configure auto-top-up, and resolve invoice or proration questions.
Common Billing Issues at a Glance
The table below lists the most frequent billing problems, their causes, and the fastest fix for each.
| Symptom | Likely Cause | Quick Fix |
|---|---|---|
| Payment failed at renewal | Expired card or insufficient funds | Update payment method in Dashboard > Billing |
| Credits running out faster than expected | High-volume teammate usage or unexpected campaigns | Check usage dashboard for breakdown by teammate |
| Invoice amount does not match plan price | Proration from mid-cycle upgrade or top-up purchases | Review itemized invoice in billing portal |
| All AI teammates paused unexpectedly | Subscription suspended due to payment failure | Update card and retry payment |
Payment Failed
When a payment fails, your subscription enters a grace period. All three AI teammates (Raya, Adam, and Sara) continue working during this period, but if the payment is not resolved, services pause.
- 1
Update your payment method
Go to Dashboard > Billing and click "Update Payment Method". Enter a valid credit or debit card. Common failure reasons: expired card, insufficient funds, or your bank blocking the charge.
- 2
Retry the payment
After updating your card, click "Retry Payment" in the billing portal. The system attempts the charge immediately. If successful, your subscription and all AI teammates reactivate automatically.
- 3
Contact your bank if charges are blocked
Some banks flag international or recurring SaaS charges. Call your bank, authorize the charge from Teammates.ai, then retry the payment from the dashboard.
Credits Running Out Faster Than Expected
If your credits deplete before the end of the billing cycle, check which AI teammate consumes the most and adjust accordingly.
- 1
Check the usage dashboard
Go to Dashboard > Billing > Usage. The breakdown shows credit consumption by teammate: Raya (1 credit = 10 responses), Adam (10 credits = 30 voice minutes), Sara (10 credits = 1 interview). Identify which teammate uses the most.
- 2
Optimize high-consumption areas
For Adam: tighten lead filters so he calls only qualified prospects. For Sara: limit interview invitations to pre-screened candidates. For Raya: improve knowledge base coverage to reduce lengthy multi-turn conversations.
- 3
Enable auto-top-up
Go to Dashboard > Billing > Auto Top-Up. When enabled, the system automatically purchases additional credits when your balance drops below a threshold you set. This prevents your AI teammates from pausing mid-operation.
- 4
Consider upgrading your plan
If you consistently run out of credits, a higher plan gives better per-credit value. Plans: Free ($0, 10 credits), Pro ($25, 50 credits), Business ($50, 100 credits), Scale ($100, 200 credits).
Note:All three AI teammates are available on every plan, including the free plan. You choose how to allocate your credits across Raya, Adam, and Sara each month.
Invoice and Proration Questions
If your invoice amount does not match the plan price you expected, it is usually due to proration (mid-cycle upgrades) or top-up purchases.
- 1
Review the itemized invoice
Go to Dashboard > Billing > Invoices and click the invoice in question. The itemized view shows: subscription charge, proration credits/debits, and any top-up purchases.
- 2
Understand proration
When you upgrade mid-billing-cycle, you are charged a prorated amount for the remaining days on the higher plan, minus a credit for unused days on the lower plan. This appears as separate line items on your invoice.
- 3
Contact billing support
For tax questions, receipt requests, or invoice discrepancies, email hello@teammates.ai with your organization name and the invoice number.
Getting More Help
For billing issues that require manual intervention, contact our support team at hello@teammates.ai or visit teammates.ai/contact. Include your organization name, the invoice number (if applicable), and a description of the problem.
Frequently Asked Questions
What happens when my credits run out?▾
Do unused credits roll over to the next month?▾
Is there a free plan or do I need to pay to try Teammates.ai?▾
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