This article covers where to find your invoices and receipts, how billing works month to month, and what to do if a payment doesn't go through. For plan types, pricing tiers, and changing or cancelling your subscription, see Subscriptions.
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- Where to find invoices and receipts
- Two invoices a month: subscription and overage
- How invoiced customers pay, and changing your AP email
- When a card payment fails, and the refund position
Where to find invoices and receipts
Invoices and receipts are emailed to your billing email address every month.
The one-time account setup fee is the exception — it isn't sent as a separate invoice. It's processed through Stripe as a one-time payment rather than as part of your recurring subscription billing, so the Stripe receipt is the payment documentation for that charge. We're not able to generate an additional invoice for the setup fee.
Two invoices a month: subscription and overage
If you're on a monthly plan, you'll receive two invoices each billing cycle rather than one:
- Subscription invoice — charged in advance, for the coming month's plan.
- Overage invoice — charged in arrears, for any on-demand branded calls made beyond your plan limit the previous month.
This is why your monthly plan cost and your overage charge don't appear on the same invoice or the same date.
How invoiced customers pay, and changing your AP email
If your business pays by invoice rather than by card, or you need to update the accounts payable email address on file, email ar@hiya.com.
When a card payment fails, and the refund position
If a card payment fails, or you have a question about a charge or a refund, email ar@hiya.com.
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