Payments, invoices and documents

Everything about payment lives in Settings → Billing: the plan, the payment method, the payment history with its documents and the company details. In an organization, billing is managed by the administrator.

For your accountant

• Seller: IE Kononenko Yaroslav Andreevich, OGRNIP 325774600902629, TIN 973302875846. The same details are on the contacts page.
• Agreement: the public offer. Payment is the acceptance of the offer, and the agreement is concluded when the money arrives.
• The invoice is issued through Tochka bank: you enter your company details, and the invoice arrives as a PDF by email. How to get one: below.
• The certificate (акт) is created automatically once the invoice is paid, with the same number, and is emailed to the payer. Need it through e-document exchange (EDO): write to support and we will send it through EDO.
• VAT is not charged: the seller is on the simplified tax system, and the invoice and certificate say "without VAT".
• A card payment is closed with an electronic receipt and has no certificate. Need an invoice and a certificate: pay by invoice.

How you can pay

Card, SBP or SberPay are chosen in the YooKassa payment form. After a card payment an electronic receipt arrives by email.

Seats for your staff are not sold in app stores. A store subscription and a website subscription are separate: taking out one does not cancel the other.

To change how renewals are paid, go to Settings → Billing → Payment method: By card or By invoice. An invoice needs the company details with its INN.

How to get an invoice for your company

An invoice is valid until the payment date written on it. Once that date passes it shows Invoice expired: issue a new one. An invoice you no longer need can be withdrawn with Cancel invoice, after which it can no longer be paid.

How long until a payment is confirmed

• Card, SBP, SberPay: the plan switches on right after payment. While the bank is still answering, Billing shows Renewal is being confirmed.
• Invoice: the plan switches on once the transfer reaches our account. The crediting time is shown in the invoice window, and a confirmation email follows. You do not need to switch anything on.

Access to the plan often opens right after the invoice is issued, before the money arrives. Billing then shows Access until the invoice is paid · until …: the plan works until that date while the transfer goes through. If the invoice is still unpaid by then, the plan switches off, as after a missed payment.

You paid, but the plan did not switch on

By card, SBP or SberPay. After payment the checkout returns you to the app:

• Processing your payment…: the bank is confirming the payment, which usually takes under a minute. If confirmation is delayed, you can keep working: the plan switches on by itself once the bank confirms the payment.
• Payment not completed: the checkout has not confirmed the payment yet. If you have already paid, everything updates on its own: if the checkout's notification got lost, we ask it about the payment ourselves. If you have not paid, press Return to payment.

Do not pay a second time while the first payment is pending. If the money was taken and the plan still did not switch on, write to support and attach the receipt.

By invoice. The plan switches on once the transfer reaches our account: the bank is checked automatically, and the payment is recognised by the invoice number in the payment reference.

• Do not want to wait for the check: press I've paid on the invoice card. If the answer is The bank doesn't see the payment yet, the transfer is still on its way.
• The reference had no “Invoice No. …”, or the crediting time from the invoice window has passed: write to support and attach the payment order.

In-app purchase. If a subscription from the App Store, Google Play or RuStore does not show up, press Restore purchases in the app on your phone.

Where to get the certificate and closing documents

Every payment, invoice and certificate is in Settings → Billing → History & documents. Each payment's row menu has Download invoice and, once the invoice is paid, Download certificate.

• The certificate (акт) is issued for a paid invoice. It is signed at the bank and then emailed to the payer with the PDF. If it is not ready yet, downloading shows The certificate is being prepared.
• A card payment is closed with an electronic receipt. If your accountant needs an invoice and a certificate, switch the payment method to By invoice before the next renewal.
• A certificate through EDO: write to support and we will send it through EDO.

Seats in an organization

Seats are changed by the administrator in Settings → Billing → Seats.

• Adding a seat works at any time. The extra charge is prorated by day for what is left of the paid period: by card it is charged at once (Pay & apply), with invoice payment an invoice for the added seats is issued. New seats can be handed out to members right after payment.
• Removing a seat takes effect only at renewal: the seats stay until the end of the paid period, and no money is returned for them. You cannot go below the number of seats members occupy.
• Max and Pro together: on Max, some of the seats can be bought as Pro. Which plan a member gets is chosen in Settings → Members; each member has their own weekly limit, images and video by the plan of their seat.

How to change your plan

• To a higher plan (Pro → Max): the new plan applies from the moment of payment. The paid, unused days of the old plan are taken off the price.
• To a lower plan (Max → Pro): the change takes effect at the end of the paid period, until then the current plan stays. Changed your mind: Cancel change in Billing.
• The billing period (month, quarter, year) is changed in the same plan picker.

What Pro and Max include: Plans and limits.

If a payment fails

When a renewal charge does not go through, Billing and the bar above the input show Couldn't renew your plan, and an email arrives.

• We try to charge again a few more times: the date of the next attempt is shown in Billing. If the card is blocked or expired, there are no retries: a new card is needed.
• Add a new card under Payment method: the payment is charged at once and the plan renews.

While the plan is unpaid, new messages to the agent are not sent and scheduled tasks are paused. Chats, agents, files and connections stay in place. Once you pay, scheduled tasks carry on by themselves. A turn that stopped midway does not resume by itself: press Continue in the chat.

How to turn off auto-renewal

Settings → Billing → Turn off auto-renewal. Access stays until the end of the paid period, after which the plan does not renew. An email arrives ahead of every charge. To bring renewal back, press Turn on auto-renewal.

A subscription from the App Store, Google Play or RuStore is turned off in the store account: deleting the app does not cancel it.

Refunds

• Within 14 days of payment the refund is full if the plan volume is barely used; after that it is proportional to the unused remainder. The exact condition is in section 6 of the offer. Money goes back the way you paid.
• An applied limit reset is not refunded, an unused one is refunded in full: Limit reset.
• A purchase in the App Store or Google Play is refunded by the store under its own rules. For a RuStore purchase and for anything paid on the website, contact support.

What the figures under Usage mean

Settings → Usage shows what share of the weekly limit the work took and where it went: by chat, task, model and integration. It is not money and not a bill: you pay for the plan, and nothing is charged on top of it except what you buy separately yourself (a limit reset, a phone number for the agent).

If you saw a large rouble sum there, it was the notional cost of model work within the limit, not a debt. What spends the limit fastest: Plans and limits.