Administrator-only. Editors can't view billing history or change payment details.
This article covers everything money-related except plan changes themselves (which live in Upgrading, downgrading, and canceling your plan) and credit purchases (which live in Buying credit minutes and configuring auto-reload).
Viewing your billing history
Open Account → Billing. Below the current-plan and credits tiles you'll see a Billing History table showing your past charges. Each row has:
Date
Description — billing reason (e.g., "Subscription Renewal," "Plan Change," "Credits Purchase")
Period — the billing period the charge covers
Amount
Status — paid, failed, pending
Invoice and Receipt links
Clicking either link opens the Stripe-hosted invoice or receipt in a new tab, where you can view or download the PDF. CoreReach doesn't host PDFs locally — Stripe handles that.
The table shows 10 entries per page, with the most recent 30 available in total. To see anything older than that, head to the Stripe Customer Portal (more on this below).
Updating your payment method
Click Manage Billing at the top of the billing page. This sends you to the Stripe Customer Portal, where you can:
Add or replace your card.
Update billing address and tax info.
Download any past invoice (including ones older than the 30 visible in-app).
When you're done, close the tab — changes sync back to your CoreReach account automatically.
The card brands accepted are whatever Stripe accepts (Visa, Mastercard, American Express, Discover, and others). CoreReach doesn't restrict beyond Stripe's defaults.
When a payment fails
There are two flavors, depending on what failed:
A subscription renewal fails
If a monthly subscription charge fails, Stripe marks your subscription as past due, then unpaid if subsequent automatic retries also fail. In the app you'll see:
A warning banner at the top of the billing page: "Your payment is past due. Please update your payment method before switching plans."
An Update Payment Method button in the banner that opens the Stripe portal.
Plan changes are blocked until the payment is resolved.
Stripe automatically retries the charge over the following few days. There's no separate "Retry payment" button in CoreReach — the way to recover is to update your card, which prompts Stripe to retry against the new payment method.
An auto-reload purchase fails
If an auto-reload credit-block purchase fails (e.g., expired card), all administrators on the account receive an email with the failure reason from Stripe. There's no in-app banner for auto-reload failures specifically — the email is the primary signal.
To resolve, update your payment method via Manage Billing. Auto-reload will try again on the next call that drops below your threshold.
Billing frozen (chargeback disputes)
If a chargeback dispute is filed against a CoreReach charge by the cardholder, your account is frozen immediately — this is separate from a normal failed-payment retry, and there's no threshold to cross first.
While frozen:
A red banner appears on the billing page: "Your billing account has been frozen due to a chargeback dispute."
All billing actions are blocked — you can't buy credits, switch plans, or change subscription settings.
Agent activation toggles under Activate are also disabled. Your agent can keep handling calls if it's already live, but you can't change activation settings.
All administrators receive an email when the freeze begins.
The freeze lifts automatically if the dispute is won in your favor (CoreReach handles this on its end with Stripe). If it's lost, you'll receive an email with next steps. If you believe a dispute was filed in error, contact support so we can work with you and Stripe to resolve it.
Refunds
There's no self-service refund button. Two things to know:
Plan downgrades automatically issue a proration credit on your next invoice for the unused portion of your current plan. That's a credit, not a refund — it offsets your next charge rather than going back to your card.
For an actual refund (subscription charge or credit purchase), contact support and we'll process it manually.
Avoid filing a Stripe chargeback as a refund mechanism — that triggers the billing-frozen state described above.
What lives where (in-app vs. Stripe Portal)
Action | In-app billing page | Stripe Customer Portal |
View recent invoices (last 30) | ✓ | ✓ |
View older invoices | — | ✓ |
Update payment method | — | ✓ |
Update billing address / tax info | — | ✓ |
Switch plans (with proration preview) | ✓ | — |
Buy credits | ✓ | — |
Configure auto-reload | ✓ | — |
Cancel subscription | ✓ | ✓ |