Billing and Payments

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What payment methods are supported in LiveAgent?

Customer context: The customer wants to know what payment methods are supported by LiveAgent. Customer: What payment methods are supported in LiveAgent? Answer: LiveAgent supports all major credit cards, PayPal, and wire transfer. For more information, visit this article: https://support.liveagent.com/426240-Accepted-payment-methods.

What does the "Server responded with error: Current billing period is not settled" error message mean when trying to change subscription plan?

Customer context: The customer has encountered an error message while trying to change their subscription plan in LiveAgent. Customer: Why I see "Plan was not upgraded" and "Server responded with error: Current billing period is not settled" error message when I try to change my subscription plan? Answer: The error message "Server responded with error: Current billing period is not settled" appears because you cannot change your subscription plan within 24 hours before your next billing day. T...

Can I get a refund since I wasn't able to use the software for a few months?

Customer context: The customer has not been able to use the software for the past few months and is inquiring about a possible refund. Customer: Can I get a refund since I wasn't able to use the software for a few months? Answer: Unfortunately, as per our Terms of Service, the service is billed in advance on a monthly basis and is non-refundable. While from your perspective your account might have had no active use for a longer time, it was still maintained and active on our infrastructure dur...

How can I update my billing information in LiveAgent account?

Customer context: A customer wants to know how to update their billing information in their LiveAgent account. Customer: How can I update my billing information in LiveAgent account? Answer: You can update your billing information by going to the "Billing info" section in the "My Account" menu of your LiveAgent account. Click on the ✪ icon located in the bottom left corner of your Agent panel menu to access this area. For more information please check: https://support.liveagent.com/565910-Live...

Can I add light agent seats in LiveAgent?

Customer context: A customer is wondering if LiveAgent offers "light" agent seats. Customer: Can I add light agent seats in LiveAgent? Answer: No, LiveAgent does not offer any light agent accesses. Every user who needs to log in and use LiveAgent needs their own seat and counts towards the billing.

Why was my lifetime AppSumo account suspended?

Customer context: An AppSumo user who purchased a lifetime account but has been inactive for a prolonged period. Customer: Why was my lifetime AppSumo account suspended? Answer: Your account was suspended due to prolonged inactivity. You received 3 weekly notifications about inactivity. After the 4th week of inactivity, your account was suspended. After another 3 months of inactivity, we reserve the right to remove your account from our servers (to optimize the server load and reduce energy us...

Can I add more than 2 agents to my AppSumo account?

Customer context: A customer using the AppSumo account wants to know about adding more agents to their LiveAgent account. Customer: Can I add more than 2 agents to my AppSumo account? Answer: Yes, you can change the plan from AppSumo free to AppSumo Paid. This will let you keep the 2 free agents that you had already included, and you can add more agents for $39/agent/month.

How can I download my invoices?

Customer context: A customer needs assistance in locating and downloading their invoices within the LiveAgent platform. Customer: How can I download my invoices? Answer: To download your invoices, go to the "My Account" section in LiveAgent. You can find detailed instructions here (https://support.liveagent.com/565910-LiveAgent-My-Account-section#invoices).

How can I reactivate my suspended account?

Customer context: The customer's account was suspended due to inactivity and needs reactivation. Customer: How can I reactivate my suspended account? Answer: To reactivate your suspended account, please contact LiveAgent support, and they will assist you in unsuspending the account so you can log in again.

Can I pause my LiveAgent account?

Customer context: A customer wants to pause their LiveAgent account temporarily and resume using it in a few months. Customer: Can I pause my LiveAgent account? Answer: You can stop your account by stopping its billing in the "My Account" section. Your account will remain active until the end of the current billing period, after which it will be suspended. Accounts are usually terminated after 3 months of suspension. To preserve your account and data for a longer time, email a request to suppo...

How can I cancel my LiveAgent account?

Customer context: A customer wishes to discontinue their LiveAgent account and stop further billing. Customer: How can I cancel my LiveAgent account? Answer: You can cancel your LiveAgent account by navigating to the "My Account" section and stopping your account. Your account will remain active until the end of the current billing period, after which it will be suspended and no longer billed. Accounts are typically terminated from our servers after 3 months of suspension. For more information...

Can I pay for LiveAgent via wire transfer?

Customer context: The customer wants to know if they can pay for LiveAgent via wire transfer. Customer: Can I pay for LiveAgent via wire transfer? Answer: LiveAgent primarily accepts credit card and PayPal payments on a monthly basis. However, wire transfer is possible if you prepay for 6-12 months. In this case, an invoice will be issued, and once payment is received, the funds will be loaded into your account as credit, used each month on your billing day. Note that no refunds will be issued...

Do I need to have received funding to qualify for the Startup plan?

Customer context: The customer is looking for a live chat service for their Startup and is interested in the Startup plan. Customer: Do I need to have received funding to qualify for the Startup plan? Answer: No. LiveAgent offers discounts for startups in the funding stages of Angel, Pre-seed, Seed, or Series A. To apply for this discount, visit https://www.liveagent.com/startups/, check if you meet the criteria, and fill out the form on the webpage. The Sales team will contact you after revie...

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