LiveAgent My Account section

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You can manage your account's billing information in the My Account section, available, depending on the theme, after clicking on the ✪ icon located in the bottom left corner of your Agent panel menu. This section is available only to the account owners, or in case of a free/trial account, to all administrators. After clicking on the icon, a new browser tab with the My Account section will be opened.

Upgrading Trial/Free account to paid plan

It is recommended to upgrade your account after choosing your plan, finalizing your setup, and deciding the number of agents and optional addons, as it is possible to change your subscription plan only once per day and also to avoid additional early charges according to the logic explained in our invoicing article.

Upgrade of the Trial account can be done by an Owner or Administrator. The person who made the upgrade becomes the new owner of the LiveAgent account. After the upgrade, the My Account section will be visible only to the Owner(s).

It is not possible to upgrade from the Trial plan to the Free plan or vice versa, you can upgrade only to a paid plan. Upgrading to a paid plan is irreversible and you will not be able to go back to the Trial/Free plan once you upgrade.

To upgrade your Trial/Free account to a paid plan, navigate to the My Account section, choose your preferred plan by clicking on it, and click on the "Go to checkout" button.


 

Double-check the payment summary, add or remove optional addons if needed, and confirm the upgrade by clicking on the change confirmation button.


 

After confirming the change of the plan, fill out the billing details form. The name, email, country, city, address, and zip/postal code are mandatory fields.

Customers from the EU have the option to fill in also the VAT ID field. Customers from Slovakia can additionally fill in also IČO and DIČ fields.


 

Proceed to the next step and choose your preferred payment method. You can choose to pay using a credit card or PayPal. If you choose the credit card, please insert the card details into the fields below the payment methods. If you choose PayPal, a clickable PayPal button that will open a new pop-up PayPal page will be displayed instead. When you are done, hit Finish. Our Payment processor will now try to charge your account.


 

After upgrading, your account will be automatically refreshed which will put your account into a maintenance mode for a little while. During this time, your account will be upgraded to the version you chose during the upgrade process.

You may notice an immediate request for a small charge as you try to upgrade to the paid plan (usually 1€). This is a temporary authorization charge when you add a payment card in order to validate your credit or debit card.

Account usage summary

Customers on paid plans can review their current account usage for the current billing period in the Current summary section. This section displays the total price for the usage for the current period, the amount that has been paid so far during this billing period, and the amount that will be extra charged on the next billing day due to changes in account usage during the current period.

You can also download the breakdown of your current pre-paid usage in PDF format using the Download button, or check the history of all summaries. There can be more invoices generated for a single billing period depending on the changes in the account usage.

For a better understanding of this section and the prices displayed in it check our invoicing explanation article as well.

Viewing all invoices

In the My Account section navigate to the Invoices section to see all of your previous invoices. You can also download the invoices in PDF format using the Download button.

Changing subscription plan

To change your account's subscription plan, navigate to the My Account section, choose your preferred plan by clicking on it, and click on the "Go to checkout" button. Double-check the payment summary, add or remove optional addons if needed, and confirm the plan change by clicking on the change confirmation button.

It is possible to change your subscription plan only once per day.

It is not possible to change your subscription plan 24 hours before your next billing day.

Downgrading the plan might result in some features becoming extra paid. Whether a feature is extra paid or included in a plan can be found on our pricing page.

Adding/removing addons

To add or remove optional addons, navigate to the My Account section, choose your current plan by clicking on it, and click on the "Change addons" button. On the next screen add or remove optional addons, double-check the payment summary, and confirm the change by clicking on the change confirmation button.

You can change your addons multiple times per day.

Adding multiple addons might result in triggering additional charge outside your billing days. For more information please check our invoicing explanation article.

Updating billing info

Anytime after the upgrade of your account, you are able to update or change your billing information that is used on invoices by navigating to the Billing info section.

Updating payment details

Anytime after the upgrade of your account, you are able to update or change your payment method by navigating to the Payment details section.

Stopping LiveAgent account

You are able to stop your account by stopping the billing from the My Account section. Once you'll stop the billing, your account will remain active until your current billing period ends, and after that, you won't be charged anymore and your account will be suspended.

Please note that accounts are by default terminated from our servers after 3 months of suspension.

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