Billing statuses and what visitors see

Your billing status decides what the dashboard shows and whether the widget keeps answering. Use this page to find out what your visitors see and what you must do.

Statuses

Status	Dashboard banner	Widget behavior	What to do
Trial active	”Trial: N days left … We charge your card on DATE.” with a “Manage billing” link to the Billing page. DATE is the day that the trial ends, in your local time. You also get reminder emails 3 days and 1 day before the trial ends.	The widget answers.	No action. To change the plan or the card before the charge, see Manage your payment details.
Trial active, cancellation scheduled	”Trial: N days left … Your trial ends on DATE. We do not charge your card.” with a “Manage billing” link to the Billing page. The reminder emails 3 days and 1 day before the trial ends ask you to choose a plan.	The widget answers until the trial ends. Then the status changes to Cancelled.	No action. After the trial ends, an Admin can pick a plan on the Billing page.
Active	Banners appear only for reply use.	The widget answers.	No action.
Payment failed	”Payment failed: update your card”	The widget keeps answering for a 7-day grace period.	Update your card in the billing portal.
Paused after grace	”Payment required: your assistant is paused”	The widget shows the contact card. Your reply credits are kept.	Pay to resume. The widget answers again after the payment succeeds.
No plan yet	The dashboard does not open. Admins see the plan picker. Members see a message to ask an Admin.	The widget shows the contact card.	An Admin picks a plan and adds a card.
Cancelled	Admins see “Your subscription ended. Your widget does not answer visitors. Choose a plan to turn it back on.” with a “Choose a plan” link. Members see “Your subscription ended. Your widget does not answer visitors. Ask an Admin to choose a plan.” with a “View billing” link. The banner stays on every dashboard page. The link is hidden on the Billing page.	The widget tells visitors that the assistant is unavailable and shows the contact card.	An Admin picks a plan on the Billing page.
Expired	The same banner as Cancelled.	The widget tells visitors that the assistant is unavailable and shows the contact card.	An Admin picks a plan on the Billing page.

The Playground does not stop when a subscription is inactive. It stops only at the reply limit. Before an Admin adds a card, the dashboard and the Playground are not available. See Replies, limits and reply packs.

Manage your payment details

Only workspace Admins can change this. Members see the current values without edit controls.

Open Billing

Select Billing in the dashboard sidebar.

Open the portal

Select Manage billing. The Dodo Payments customer portal opens.

Make your change

Update your card or change your plan. You can also cancel here. A cancellation takes effect at the end of the billing period.

Members see the message “Only organization admins can change the plan or payment details.”

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Billing statuses and what visitors see

Statuses

Manage your payment details

Troubleshooting

​Statuses

​Manage your payment details

Troubleshooting

Statuses

Manage your payment details