This article covers where to find your invoices and receipts, how billing works month to month, how to manage your payment details, and what to do if a payment doesn't go through. For plan types, pricing tiers, and changing or cancelling your subscription, see Subscriptions.
Your payment details are managed from Subscription and payment in the console.
Jump to:
- Where to find invoices and receipts
- How you're billed each month
- Changing your credit card or billing address
- Adding your VAT number to invoices
- How invoiced customers pay, and changing your AP email
- When a card payment fails
- Payment questions
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. For what the fee covers and when it's charged, see How to buy Branded Call.
How you're billed each month
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.
On Pay As You Go there's no plan fee, so you receive a single invoice each month for the calls we branded on your behalf.
If you change or cancel your plan, any remaining balance for the current cycle is typically charged within 5 business days.
Changing your credit card or billing address
Go to Subscription and payment in Settings, then select EDIT PAYMENT METHOD.
This opens the Customer Portal, hosted by our payment service provider Stripe. You can change the credit card you use or update your billing address.
Select Return to Hiya—Inc. to go back to the Hiya console.
Adding your VAT number to invoices
If your business is VAT-registered, you can add your VAT number so it appears on your invoices.
- Go to Subscription and payment > Edit payment method.
- In the Customer Portal, select Update information.
- In the Tax ID field, choose your tax ID type and enter your VAT number, including your country code (for example, DE123456789).
- Save your changes.
Your VAT number appears on invoices issued after you add it. It isn't added to invoices you've already received. Hiya, Inc. is a US company and isn't registered for VAT. Invoices follow the reverse charge, so you account for VAT with your own tax authority.
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
If a card payment fails, check that the card on file is current and update it if needed — see Changing your credit card or billing address.
If the card details are correct and the payment still fails, or you have a question about a charge or a refund, email ar@hiya.com.
Payment questions
To ensure your payments are processed securely and reliably, we've partnered with Stripe, a leading payment processing platform. They handle all of our payment transactions, keeping your information safe. If you have any questions regarding the security of your payment information, how your card is charged, accepted payment methods, or anything else payment-related, please refer to Stripe's detailed FAQ page.
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