Billing and access problems
Who can do this
- Owner
Billing screens are owner-only. Admins are redirected away.
Activation is stuck after paying
The screen shows Taking longer than usual.
Your payment is safe. Boldally emails you the moment the subscription goes active, usually within a few minutes. Refreshing the page later is fine.
If nothing has happened after that, contact support with the workspace name and the payment time. Do not pay again.
Razorpay refused the payment
"Card does not support recurring payments"
This is a subscription, so the payment method has to support recurring charges. Many test and prepaid cards do not. Use a card that supports e-mandate, or UPI Autopay.
UPI failed on an annual plan
UPI Autopay caps a single mandate charge at ₹15,000. An annual plan above that cannot go through UPI. Use a card or e-mandate.
Everything redirects to the plan picker
The workspace has never had a successful charge, so it is in the unpaid state. Every route is blocked until payment clears. See create your account.
Sending is blocked
Check the state on SettingsBilling.
| State | Sending | What to do |
|---|---|---|
| Payment failed | Still works, grace period | Fix the payment method before retries run out |
| Suspended (billing) | Blocked | Retries are exhausted. Subscribe again with a working method. |
| Cancelling | Works until the period ends | Re-subscribe to keep sending after that |
| Suspended | Blocked | Contact support |
Incoming messages keep arriving in every state, so nothing is lost while you sort it out. Full detail: subscription states and access.
A downgrade is refused
The message names what to remove first, for example extra agents or extra WhatsApp numbers. The lower plan does not fit your current usage.
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Remove the excess: members in SettingsMembers, numbers in SettingsWhatsApp.
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Try the downgrade again.
An upgrade asked for payment again
Expected. A card mandate fixes the amount and frequency when you first authorise it, so Razorpay will not let a different amount be charged against it mid-cycle. The prorated difference is collected as a separate payment you confirm.
The confirmation shows exactly two numbers: what you pay now, and the price from your next renewal. The renewal date does not move.
A scheduled downgrade needs undoing
The status card shows what it will change to and when, with an Undo button. Note that the Change plan section is hidden while a change is scheduled, so undo first if you want to pick something else.
Cannot invite anyone
You are at your plan's seat cap. SettingsBilling shows "X of Y agent seats used". Remove a member, add seats if your plan sells them, or change plan. See team and roles.
An invoice is missing
Invoices are issued by Razorpay. Rows under Invoices & payments link to them where Razorpay provides a link. If a row has no link, Razorpay has not generated a hosted invoice for that payment; ask support and we will get it for you.
To have your GSTIN on invoices, add it under GST & billing details before the next charge.
Refunds
There is no refund for the remaining period when you cancel, and the confirmation dialog says so before you commit. Boldally's published policy is at boldally.com/refund-policy.
Related
- Billing and plan changes
- The whole billing screen explained.
- Subscription states and access
- Exactly when sending stops.