# Billing Related Questions for Agencies > Common Billing related questions for GHL Customer Care agencies - quick solutions to your questions about payments, plans, invoices & account billing. - Source: https://docs.ghlcustomercare.com/docs/settings/agency-settings-2/billing-related-questions-for-agencies - Section: Settings / Agency Settings - Reading time: 9 min - Images: 10, each explained below - Modified on Wed, 9 Sep at 1:39 PM --- Billing questions are easier to resolve when you know where a charge originated and which records to review. This guide explains how to manage your GHL Customer Care agency subscription, identify subscription and usage-based charges, review invoices, troubleshoot payments, and escalate a billing dispute. It also clarifies the difference between agency billing, Wallet activity, Marketplace purchases, and client payments.  **IMPORTANT :** If you purchased access through another agency rather than directly from GHL Customer Care, contact that **agency’s administrator** for subscription changes or cancellations. **GHL Customer Care cannot cancel an account managed by another agency.** **If you’re ready to cancel your GHL Customer Care agency subscription and don’t need the rest of the billing guide, jump directly to. "How to Cancel Your GHL Customer Care Subscription" in the ar** --- **TABLE OF CONTENTS** - [What is GHL Customer Care Agency Billing?](#what-is-ghl-customer-care-agency-billing) - [Key Benefits of GHL Customer Care Agency Billing](#key-benefits-of-ghl-customer-care-agency-billing) - [How to Set Up and Manage Billing in GHL Customer Care](#how-to-set-up-and-manage-billing-in-ghl-customer-care)[](#how-to-upgrade-your-ghl-customer-care-account) - [How to Upgrade Your GHL Customer Care Account](#how-to-upgrade-your-ghl-customer-care-account)[](#downgrade-your-agency-plan) - [Downgrade Your Agency Plan](#downgrade-your-agency-plan)[](#how-to-cancel-your-ghl-customer-care-subscription) - [How to Cancel Your GHL Customer Care Subscription](#how-to-cancel-your-ghl-customer-care-subscription)[](#how-to-reactivate-your-account)[](#how-to-reactivate-your-account) -  [How to Reactivate Your Account](#how-to-reactivate-your-account) - [GHL Customer Care Agency Plan Comparison](#ghl-customer-care-agency-plan-comparison) - [Proration Explained (Immediate Charges After Upgrading)](#proration-explained-immediate-charges-after-upgrading) - [Financial Assistance Requests](#financial-assistance-requests) - [Error: "Please Update the Billing Address"](#error-please-update-the-billing-address) - [Issues with Online Listing Services](#issues-with-online-listing-services) - [Accepted Card Payment Types](#accepted-card-payment-types)[](#card-payment-issues) - [Card Payment Issues](#card-payment-issues) - [Viewing Past Invoices](#viewing-past-invoices) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- ## **What is GHL Customer Care Agency Billing?** GHL Customer Care Agency Billing gives agencies a central place to manage their subscription, payment method, invoices, Wallet activity, and eligible add-on services. Understanding where each charge is recorded helps you confirm its purpose, identify the sub-account or service responsible, and resolve billing questions faster. Your billing information can include several different types of activity: - Your recurring GHL Customer Care agency subscription - Plan upgrades or other prorated adjustments - Agency Wallet recharges and usage - Phone, messaging, email, AI, and workflow charges - A2P registration and messaging fees - Marketplace apps and other paid add-ons - Services enabled for individual sub-accounts Your GHL Customer Care subscription and Agency Wallet are billed separately. Wallet credits cannot be used to pay the recurring agency subscription. **Note**: For GHL Customer Care Pricing refer to [GHL Customer Care Pricing Guide](https://docs.ghlcustomercare.com/docs/customer-support/billing-support/ghl-customer-care-pricing-guide). --- ## **Key Benefits of GHL Customer Care Agency Billing** - **Centralized subscription management:** Review or modify your agency subscription from Agency Settings. - **Invoice visibility:** Access previous invoices and payment records from the Billing area. - **Usage transparency:** Review Wallet-funded activity and identify which services or sub-accounts generated usage. - **Flexible plan management:** Upgrade your subscription and choose an available monthly or annual billing cycle. - **Payment troubleshooting:** Review failed invoices, correct card information, and complete bank authentication when required. - **Faster dispute resolution:** Collect the right transaction details before contacting GHL Customer Care Support. --- ## **How to Set Up and Manage Billing in GHL Customer Care** Setting up and managing billing is straightforward in your agency account. Follow the steps below for common billing actions: ### **How to Upgrade Your GHL Customer Care Account** 1. Go to your Agency **Settings**. 2. Click on the **Billing** tab. 3. Click on **Want to Modify/Cancel Your Subscription?** option. 4. Click the **Upgrade** button. 5. Toggle between **Monthly** and **Yearly** billing options and select a plan as per your needs. 6. Click on the **Upgrade Now** button of your selected plan. 7. Click on **Pay (amount) & Subscribe** button. (You’ll be charged a prorated amount immediately.) ![Step 7 of 7: Click on Pay (amount) & Subscribe button. (You’ll be charged a…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155047003949/original/-P0Nl9YSzBxAJlkJfT4wulkNTwiRLokwEw.gif) **Step 7 of 7: Click on Pay (amount) & Subscribe button. (You’ll be charged a…** This animation accompanies step 7 of 7 in the "How to Upgrade Your GHL Customer Care Account" section of "Billing Related Questions for Agencies". At this point in the walkthrough you click on Pay (amount) & Subscribe button. (You’ll be charged a prorated amount immediately.). - What to click: Click on Pay (amount) & Subscribe button. (You’ll be charged a prorated amount immediately.) - Controls: Pay (amount) & Subscribe, Settings, Billing, Upgrade, Monthly, Yearly, Upgrade Now Full procedure: 1. Go to your Agency Settings. 2. Click on the Billing tab. 3. Click on Want to Modify/Cancel Your Subscription? option. 4. Click the Upgrade button. 5. Toggle between Monthly and Yearly billing options and select a plan as per your needs. 6. Click on the Upgrade Now button of your selected plan. 7. Click on Pay (amount) & Subscribe button. (You’ll be charged a prorated amount immediately.) <- this image ### Downgrade Your Agency Plan Before downgrading, review which features and sub-account limits are included in the lower plan. 1. Go to **Agency Settings > Billing**. 2. Click **Want to Modify/Cancel Your Subscription?** 3. Select an available lower-tier plan. 4. Review the new price, effective date, and any prorated adjustment. 5. Confirm the change. ![Downgrade Your Agency Plan (image 2 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155077738944/original/S5NNkOrVbMYp0jGhpIc4iU9cLBDhY8Eu-w.gif) **Downgrade Your Agency Plan (image 2 of 10)** This animation appears in the "Downgrade Your Agency Plan" section of "Billing Related Questions for Agencies". The text alongside this image reads: Go to Agency Settings > Billing. Click Want to Modify/Cancel Your Subscription? Select an available lower-tier plan. Review the new price, effective date, and any prorated adjustment. Confirm the change. The navigation path used here is Agency Settings > Billing. Immediately after, the guide continues: Important: Downgrading your plan does not automatically cancel add-ons, Marketplace apps, phone numbers, or other paid services. If the downgrade option is unavailable, contact GHL Customer Care Support using the blue question-mark icon. - Path: Agency Settings > Billing - Where to go: Go to Agency Settings > Billing. Click Want to Modify/Cancel Your Subscription? Select an available lower-tier plan. Review the new price, effective date, and any prorated adjustment. Confirm the change. - Controls: Agency Settings > Billing, blue question-mark icon - Next: Important: Downgrading your plan does not automatically cancel add-ons, Marketplace apps, phone numbers, or other paid services. If the downgrade option is unavailable, contact GHL Customer Care Support using the blue question-mark icon. Full procedure: 1. Go to Agency Settings > Billing. 2. Click Want to Modify/Cancel Your Subscription? 3. Select an available lower-tier plan. 4. Review the new price, effective date, and any prorated adjustment. 5. Confirm the change. > **Important:** Downgrading your plan does not automatically cancel add-ons, Marketplace apps, phone numbers, or other paid services. > >  If the downgrade option is unavailable, contact GHL Customer Care Support using the **blue question-mark icon**. --- ### **How to Cancel Your GHL Customer Care Subscription** 1. Go to **Agency Settings** and click on **Billing**. 2. Click on "**Want to modify/cancel your subscription?**" 3. Click **Show More** in the pop-up. 4. Select **Cancel Plan**. 5. Choose your **Reason for Cancellation**, then click **Next**. 6. Review the **data loss** warning. 7. Click "**I am sure I want to cancel**". 8. Provide **feedback** (minimum 30 words). 9. Click **Submit**. ![Step 9 of 9: Click Submit](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155047001744/original/P_w7n67nuqoWGf1nt33CnXqEIv2ILB3cWQ.gif) **Step 9 of 9: Click Submit** This animation accompanies step 9 of 9 in the "How to Cancel Your GHL Customer Care Subscription" section of "Billing Related Questions for Agencies". At this point in the walkthrough you click Submit. For context, this section explains: Go to Agency Settings and click on Billing. Click on " Want to modify/cancel your subscription? " Click Show More in the pop-up. Select Cancel Plan. Choose your Reason for Cancellation, then click Next. Review the data loss warning. Click " I am sure I want to cancel ". Provide feedback (minimum…. - How to confirm: Click Submit. - Controls: Submit, Agency Settings, Billing, Show More, Cancel Plan, Reason for Cancellation, Next, data loss, I am sure I want to cancel, feedback Full procedure: 1. Go to Agency Settings and click on Billing. 2. Click on " Want to modify/cancel your subscription? " 3. Click Show More in the pop-up. 4. Select Cancel Plan. 5. Choose your Reason for Cancellation, then click Next. 6. Review the data loss warning. 7. Click " I am sure I want to cancel ". 8. Provide feedback (minimum 30 words). 9. Click Submit. <- this image --- ###     **How to Reactivate Your Account** 1. Click **Reactivate Account** to reactivate instantly. 2. Or select "**To modify your current subscription, click here**" 3. You may be prompted to add a new payment method. ![How to Reactivate Your Account (image 4 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155077814181/original/z_yZxsbaz_oFbZGSGWNR2D16T1Qqu0d98Q.png) **How to Reactivate Your Account (image 4 of 10)** This screenshot appears in the "How to Reactivate Your Account" section of "Billing Related Questions for Agencies". The text alongside this image reads: Click Reactivate Account to reactivate instantly. Or select " To modify your current subscription, click here " You may be prompted to add a new payment method. Immediately after, the guide continues: If your account is eligible, you can move to a lower-tier plan while reactivating your subscription without contacting Support. - What to choose: Click Reactivate Account to reactivate instantly. Or select " To modify your current subscription, click here " You may be prompted to add a new payment method. - Controls: Reactivate Account - Next: If your account is eligible, you can move to a lower-tier plan while reactivating your subscription without contacting Support. Full procedure: 1. Click Reactivate Account to reactivate instantly. 2. Or select " To modify your current subscription, click here " 3. You may be prompted to add a new payment method. If your account is eligible, you can move to a lower-tier plan while reactivating your subscription without contacting Support. 1. On the reactivation screen, select Click Here next to the option to modify your current subscription. ![Step 1 of 5: On the reactivation screen, select Click Here next to the option to…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078459254/original/fldrndZ9MR6IOlqeytJAPCcwCjOol3D0sQ.png) **Step 1 of 5: On the reactivation screen, select Click Here next to the option to…** This screenshot accompanies step 1 of 5 in the "How to Reactivate Your Account" section of "Billing Related Questions for Agencies". At this point in the walkthrough you on the reactivation screen, select Click Here next to the option to modify your current subscription. The next step is to in the subscription modification window, select Downgrade Plan. - What to choose: On the reactivation screen, select Click Here next to the option to modify your current subscription. - Controls: Reactivate Account - Next: In the subscription modification window, select Downgrade Plan. Full procedure: 1. On the reactivation screen, select Click Here next to the option to modify your current subscription. <- this image 2. In the subscription modification window, select Downgrade Plan. 3. Review the lower-tier plan available to your account. 4. Complete the requested downgrade details and acknowledgements shown on the screen. 5. Confirm the downgrade to reactivate your subscription on the lower-tier plan. 2. In the subscription modification window, select Downgrade Plan. ![Step 2 of 5: In the subscription modification window, select Downgrade Plan](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078459613/original/tXBTQ2l51LqwirRo3umUmU6bJX2Ya0geIQ.png) **Step 2 of 5: In the subscription modification window, select Downgrade Plan** This screenshot accompanies step 2 of 5 in the "How to Reactivate Your Account" section of "Billing Related Questions for Agencies". At this point in the walkthrough you in the subscription modification window, select Downgrade Plan. The next step is to review the lower-tier plan available to your account. - What to choose: In the subscription modification window, select Downgrade Plan. - Controls: Reactivate Account - Next: Review the lower-tier plan available to your account. Full procedure: 1. On the reactivation screen, select Click Here next to the option to modify your current subscription. 2. In the subscription modification window, select Downgrade Plan. <- this image 3. Review the lower-tier plan available to your account. 4. Complete the requested downgrade details and acknowledgements shown on the screen. 5. Confirm the downgrade to reactivate your subscription on the lower-tier plan. 3. Review the lower-tier plan available to your account. 4. Complete the requested downgrade details and acknowledgements shown on the screen. 5. Confirm the downgrade to reactivate your subscription on the lower-tier plan. ![Step 5 of 5: Confirm the downgrade to reactivate your subscription on the…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078459653/original/ucsERmjGY7mOCBB5UsXqW6T076jN6bqIQg.png) **Step 5 of 5: Confirm the downgrade to reactivate your subscription on the…** This screenshot accompanies step 5 of 5 in the "How to Reactivate Your Account" section of "Billing Related Questions for Agencies". At this point in the walkthrough you confirm the downgrade to reactivate your subscription on the lower-tier plan. - How to confirm: Confirm the downgrade to reactivate your subscription on the lower-tier plan. - Controls: Reactivate Account Full procedure: 1. On the reactivation screen, select Click Here next to the option to modify your current subscription. 2. In the subscription modification window, select Downgrade Plan. 3. Review the lower-tier plan available to your account. 4. Complete the requested downgrade details and acknowledgements shown on the screen. 5. Confirm the downgrade to reactivate your subscription on the lower-tier plan. <- this image --- ## **Payment and Reactivation Troubleshooting** 1. **If the payment shows “Processing payment,”** avoid submitting multiple payment attempts. Check the payment status before retrying. 2. **If the payment failed:** - Confirm the card number, expiration date, CVV, billing address, and ZIP/postal code. - Confirm the bank is not blocking the charge. - Go to **Agency Settings > Billing > Payments**. - Locate the most recent failed subscription invoice and click **Retry**. - Complete any 3D Secure (3DS), OTP, or bank authentication prompt. 3. For more information, see **[How to make agency subscription payments with 3DS cards?](https://docs.ghlcustomercare.com/docs/settings/agency-settings-2/how-to-make-agency-subscription-payments-with-3ds-cards)**.  **Agency Settings > Billing > Payments showing a failed subscription invoice and the Retry option.** 3. **If the payment succeeds but the account does not reactivate, or the payment continues to fail, contact the GHL Customer Care Billing team:** - Email **billing@https://ghlcustomercare.com** - Call **1-888-732-4197** and select **Option 2 for Billing** Include your agency name, agency login email, Agency Relationship Number if available, and relevant invoice or payment details. ### Cross-Link for the Support Article If your agency subscription payment failed or your account did not reactivate, review **[Payment and Reactivation Troubleshooting](https://docs.ghlcustomercare.com/docs/settings/agency-settings-2/billing-related-questions-for-agencies)** before contacting Billing. --- ## **GHL Customer Care Agency Plan Comparison** ![GHL Customer Care Agency Plan Comparison (image 8 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155077738236/original/BoQh_qqqLNgfXA5kCHWt1NTdVdfcNP9rWA.png) **GHL Customer Care Agency Plan Comparison (image 8 of 10)** This screenshot appears in the "GHL Customer Care Agency Plan Comparison" section of "Billing Related Questions for Agencies". The text alongside this image reads: If your agency subscription payment failed or your account did not reactivate, review Payment and Reactivation Troubleshooting before contacting Billing. Immediately after, the guide continues: Update payment details: Go to Agency Settings > Billing and use the available billing or payment-method controls for your account. If you are reactivating an account, GHL Customer Care may prompt you to add a new payment method during…. - What this covers: If your agency subscription payment failed or your account did not reactivate, review Payment and Reactivation Troubleshooting before contacting Billing. - Next: Update payment details: Go to Agency Settings > Billing and use the available billing or payment-method controls for your account. If you are reactivating an account, GHL Customer Care may prompt you to add a new payment method during reactivation. Fix a billing-address error: If you see the “Please Update the Billing Address” error, confirm that the postal code, address line, and CVV match the information your card issuer has on file. A mismatch between the billing details and card information can cause the payment to fail. Make changes in GHL Customer Care when the option is available: Eligible actions such as upgrading, downgrading, canceling, reactivating, or requesting financial assistance can be completed from Agency Settings > Billing when the corresponding option is available for your account. Contact Support when a billing change is unavailable: Some subscription changes cannot be completed directly in the platform. For example, if a downgrade option is unavailable or you need to move an existing yearly subscription back to monthly billing, contact the GHL Customer Care Billing team for assistance. Request help with refunds or disputed charges: Refund requests and billing disputes require review by the GHL Customer Care Billing team. Provide your agency name, agency login email, Agency Relationship Number if available, a brief explanation of the issue, and any relevant invoice or payment details to help the team investigate the charge. --- ## Billing Changes & Refunds - **Update payment details:** Go to **Agency Settings > Billing** and use the available billing or payment-method controls for your account. If you are reactivating an account, GHL Customer Care may prompt you to add a new payment method during reactivation. - **Fix a billing-address error:** If you see the **“Please Update the Billing Address”** error, confirm that the postal code, address line, and CVV match the information your card issuer has on file. A mismatch between the billing details and card information can cause the payment to fail. - **Make changes in GHL Customer Care when the option is available:** Eligible actions such as upgrading, downgrading, canceling, reactivating, or requesting financial assistance can be completed from **Agency Settings > Billing** when the corresponding option is available for your account. - **Contact Support when a billing change is unavailable:** Some subscription changes cannot be completed directly in the platform. For example, if a downgrade option is unavailable or you need to move an existing yearly subscription back to monthly billing, contact the GHL Customer Care Billing team for assistance. - **Request help with refunds or disputed charges:** Refund requests and billing disputes require review by the GHL Customer Care Billing team. Provide your agency name, agency login email, Agency Relationship Number if available, a brief explanation of the issue, and any relevant invoice or payment details to help the team investigate the charge. For billing assistance, refer to [24/7 Customer Support Options](https://docs.ghlcustomercare.com/docs/customer-support/general-support-info/24-7-customer-support-options). --- ## **Proration Explained (Immediate Charges After Upgrading)** GHL Customer Care is a prepaid service. If you upgrade mid-cycle: - You’re charged immediately for the new plan. - A prorated credit is applied for unused time on the lower-tier plan. - **Example:** - Upgraded on March 15 from $297 to $497 - Used $297 plan for 10 days → credit = $99 - Charged for remaining 20 days at new plan → billed ~$133.33 --- ## **Financial Assistance Requests** GHL Customer Care supports temporary relief for agencies needing financial help: - Go to **Settings** and click on **Billing**. - Click on **Want to Modify/Cancel Your Subscription?** button. - Choose the **Request Financial Support** option. - Please provide a **detailed explanation of your reasons** for requesting financial support. - Check all the **Acknowledgement boxes** and click on **Proceed**. - Check your next invoice details and click on **Confirm and Apply**. - Approved accounts receive **1-month access at only 10% of their plan cost**. PLEASE NOTE: **Financial assistance is a ONE time discount.** --- ## **Error: "Please Update the Billing Address"** If you see this error: - Stripe has flagged a **mismatch between your billing address** and the **card information**. - Confirm that the postal code, address line, and CVV all match the card’s data. --- ## **Issues with Online Listing Services** To cancel your Online Listing service, submit the following details via chat: - Location Name - Location ID - Reason for cancellation A 3-month commitment applies to this service. For any other issues with Online Listing Services, please contact GHL Customer Care Support through in-app chat or by submitting a support ticket. --- ## **Accepted Card Payment Types** ![Accepted Card Payment Types (image 9 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155077738273/original/cZW5NhiXcWHlBWhes7cjz_wMnvd66zSYiQ.png) **Accepted Card Payment Types (image 9 of 10)** This screenshot appears in the "Accepted Card Payment Types" section of "Billing Related Questions for Agencies". The text alongside this image reads: For any other issues with Online Listing Services, please contact GHL Customer Care Support through in-app chat or by submitting a support ticket. Immediately after, the guide continues: Please Note: We don’t accept PayPal, checks - ACH bank transfer now available for payments over $1000 You can now pay by ACH bank transfer for any payment of $1000 or more. ACH transfers take 3-10 business days to process — credit card…. - What this covers: For any other issues with Online Listing Services, please contact GHL Customer Care Support through in-app chat or by submitting a support ticket. - Next: Please Note: We don’t accept PayPal, checks - ACH bank transfer now available for payments over $1000 You can now pay by ACH bank transfer for any payment of $1000 or more. ACH transfers take 3-10 business days to process — credit card remains available for all payment amounts. **Please Note:** **We don’t accept PayPal, checks -** ACH bank transfer now available for payments over $1000 You can now pay by ACH bank transfer for any payment of $1000 or more. ACH transfers take 3-10 business days to process — credit card remains available for all payment amounts. ### **Card Payment Issues** If your card payment fails or you receive a card payment error, please check the following before retrying: - Confirm that the card number, expiration date, CVV, and billing address are entered correctly. - Make sure the billing address and postal/ZIP code match the details on file with your card issuer. - Verify that the card has sufficient funds or available credit. - Check with your bank or card issuer to confirm the transaction is not being blocked or flagged. - Confirm that the card is enabled for online, recurring, or international transactions, if applicable. - Try using another accepted card payment type if the issue continues. - **Failed Payment Access & Dunning Period:** If an agency subscription payment fails, the agency will continue to have account access for **21 days** from the failed payment date. If the payment issue is not resolved within 21 days, account access will be locked. Payment retries will continue in the background for up to **1 month/30 days** from the failed payment date. **Note: If you receive a general payment decline, try using an incognito window or a different browser. This often resolves browser-related issues that may be blocking the payment.** If the payment still does not go through after completing these checks, please contact GHL Customer Care Support for further assistance. --- ## **Viewing Past Invoices** To access invoice history: - Go to **Settings** and click on **Billing**. - Click on the **Payments** tab. - Click on **Invoices** under **Payment History**. ![Viewing Past Invoices (image 10 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155066284428/original/-q9In1ttTXBiCO7moQDKkp1K-ZPu9wt_tg.png) **Viewing Past Invoices (image 10 of 10)** This screenshot appears in the "Viewing Past Invoices" section of "Billing Related Questions for Agencies". The text alongside this image reads: Go to Settings and click on Billing. Click on the Payments tab. Click on Invoices under Payment History. Immediately after, the guide continues: Q: Why was I charged twice this month? You may have a prorated charge, a retried payment, or a separate subscription or add-on. Some services may have the same price as an agency plan, such as AI Employee at $97 or HIPAA at $297. Check…. - Where to go: Go to Settings and click on Billing. Click on the Payments tab. Click on Invoices under Payment History. - Controls: Settings, Billing, Payments, Invoices, Payment History - Next: Q: Why was I charged twice this month? You may have a prorated charge, a retried payment, or a separate subscription or add-on. Some services may have the same price as an agency plan, such as AI Employee at $97 or HIPAA at $297. Check your invoices and Wallet transactions to identify each charge. Full procedure: 1. Go to Settings and click on Billing. 2. Click on the Payments tab. 3. Click on Invoices under Payment History. --- ## **Frequently Asked Questions** **Q: Why was I charged twice this month?** You may have a prorated charge, a retried payment, or a separate subscription or add-on. Some services may have the same price as an agency plan, such as AI Employee at $97 or HIPAA at $297. Check your invoices and Wallet transactions to identify each charge. **Q: What if I signed up through another agency?** Contact your Agency Admin for subscription changes or cancellations. GHL Customer Care cannot manage accounts purchased through another agency. **Q: Can I switch between monthly and yearly billing?** You can choose monthly or yearly billing when upgrading. Changing an existing yearly plan back to monthly is not available in the platform, so you must contact GHL Customer Care Support. **Q: Will my data be deleted if I cancel?** Yes. Your data is deleted after 90 days. To keep your data, you can use the $27 per month Pause Plan instead of canceling. **Q: I cannot see the modify or cancel button. What should I do?** Contact GHL Customer Care Support through Live Chat. They can review your account and help with the request. --- ## **Related Articles** - [Account Billing Dashboard](https://docs.ghlcustomercare.com/docs/settings/sub-account-settings/account-billing-dashboard) - [How To Upgrade to GHL Customer Care's Agency Pro Plan ($497 SaaS plan)](https://docs.ghlcustomercare.com/docs/settings/agency-settings-2/how-to-upgrade-to-ghl-customer-care-s-agency-pro-plan-497-saas-plan) - [How to Cancel Location Subscriptions from the Agency Billing Page](https://docs.ghlcustomercare.com/docs/agency-view/reselling/how-to-cancel-location-subscriptions-from-the-agency-billing-page) - [LC Phone Pricing & Billing Guide](https://docs.ghlcustomercare.com/docs/phone-system/lc-phone-system/phone-system-pricing-billing-guide) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com