# Understand billing and feature access

> Set up the subscription, manage payment details, and understand prices, statuses, prorated charges, and unsuccessful changes.

Language: en-US. Product guide: https://customer.help/help/billing/.

Reviewed by Customer Help Product Support on July 23, 2026. Verified for release 2026.07.

<span id="portal-billing"></span> Billing shows your current subscription, billable locations, monthly estimate, feature charges, and payment status. Use the prices displayed in the portal when reviewing or approving a change.

<span id="billing-plan"></span>
<span id="billing-locations"></span>
<span id="billing-monthly-price"></span>

## Subscription summary

| Row | Meaning |
| --- | --- |
| **Plan** | Current base price for each active billable location. |
| **Locations** | Number of active locations included in the base charge. |
| **Monthly price** | Estimated base charge for those locations. Feature charges, taxes, credits, discounts, and prorated adjustments can make the invoice total different. |
| **Status** | Current subscription and payment state. |

Chat and AI are charged for each location where the feature is enabled, using the price shown in Billing. AI pricing appears when the feature is available. Listings and custom domains require the access shown in their portal areas. Users, roles, invitations, approved websites for widgets, and additional brand widgets do not add a charge.

<span id="billing-status"></span>

## Statuses

| Status | Meaning |
| --- | --- |
| **Not started** | Billing has not been set up. Add a location and select **Set up billing** when you are ready. |
| **Payment needed** | Checkout or another payment step still needs attention. Complete the displayed payment action and return to Billing. |
| **Trial** | The subscription and included features are available during the trial. |
| **Active** | Current subscription is in good standing. |
| **Past due** | A payment failed. Update the payment method and wait for Billing to show the recovered status. |
| **Canceled** | The subscription is canceled, and related customer-facing features may no longer be available. |
| **Inactive** | The subscription is not currently active. Follow the available setup or billing action before enabling paid features. |

A location or feature row can separately show **Pending** while a change is being confirmed or **Retry needed** when the change did not complete. The previous setting remains in place until the row confirms the new one.

The portal can reopen before a checkout or billing change finishes. Wait for Billing to show the new status before relying on the change.

<span id="billing-checkout"></span>

## Set up billing

Add at least one location, then select **Set up billing**. If the button remains unavailable, [contact support about setting up billing](/help/reference.md#reference-support). Complete the secure checkout, return to Customer Help, and wait for Billing and the feature rows to show the updated status.

<span id="billing-portal"></span>

## Manage billing

After billing is set up, **Manage billing** opens the secure billing portal. Use it to update payment methods, view invoices, and make any subscription changes offered there. Return through the provided link and wait for Billing to display the result.

## Quantity and proration changes

Adding or removing an active billable location, or turning a per-location feature on or off, can change the subscription total. A prorated adjustment may appear when the change happens partway through a billing period. If a change fails, the previous location and feature access remains in place and Billing shows that you can retry.

Do not repeatedly toggle a pending feature. Wait for it to become active or show a failure before trying again.

## Permissions and visibility

Only Administrators can manage billing. Payment methods, invoices, and billing details are private. Enabling or disabling a location or feature can change what customers can use after the change is confirmed. Treat the prices shown in Billing as current.

## Troubleshooting

- **Set up billing disabled:** add a location, refresh Billing, and [contact support if the button remains unavailable](/help/reference.md#reference-support).
- **Manage billing disabled:** refresh Billing and [contact support if the billing portal remains unavailable](/help/reference.md#reference-support).
- **Feature stays pending:** wait for confirmation, then refresh; retry only after a reported failure.
- **Monthly price differs from invoice:** account for feature charges, proration, tax, discounts, credits, and billing period boundaries.
- **Past due:** update the payment method in the billing portal and wait for Billing to show the recovered status.