How does Kixie's billing work?

Billing Policy

Kixie requires no setup fees and is preceded by a fully-supported free 7-day trial. As such, you can cancel your account or delete user seats at any time, but we do not offer any refunds of subscription costs once they have been successfully charged. We believe our product should help you sell more or we do not deserve your business going forward.

Every time you are charged, we will send you a receipt to the billing email address you have on file.

Since there are no refunds after a bill goes through, it is your responsibility to cancel your account or delete user seats in advance to avoid being billed for any unwanted active user seats on your next subscription bill date.

Billing Basics

Kixie offers different types of payment terms depending on your team size and plan. For more information on our payment terms, please contact us at sales@kixie.com.

When you sign up for a paid plan, your bill date will be set to the current day and you will automatically be billed on the same day every billing cycle. If you add your credit card but do not select a plan for yourself, your user account will be defaulted to the Professional pay-per-minute plan.

When you add an additional user to your account, you will be charged a prorated amount through the end of your account bill cycle right away, and you'll be invoiced for the additional user regularly along with the rest of the account thereafter.

To see your bill cycle, your next subscription bill date and what you are billed for, log in at app.kixie.com and go to Billing > Subscription. Past invoices are at Billing > Invoices.

Replacing vs. Adding Users

In order to avoid prorated charges for additional users, always look to replace agents before adding new ones.

By the same token, it is recommended not to delete "old" users until right before your next bill date, so that you have the option to replace them with a new agent and avoid a prorated charge.

If you are on a contract or an annual bill cycle, when you can make these changes is restricted. See Kixie Billing: Annual Contracts and Annual Bill Cycles.

Usage Costs and the Reserve Balance

Alongside your subscription, you have a minutes and SMS reserve balance, a prepaid balance that covers call minutes and text messages and acts as a deposit so your account is not disabled the moment a card is declined. You fund it when you first submit a card, and it recharges automatically when it runs low, which is why a charge can appear between invoices.

To view or change it, log in at app.kixie.com and go to Billing > Subscription. Raising it gives you a larger buffer against an interruption.

So that these figures live in one place and stay current, the details are kept in their own articles:

• How the reserve works, what deducts from it, the per-minute allowance and current SMS rates: What is the Minutes Reserve Charge?
• What the unlimited minutes plan does and does not include: How does Kixie's Unlimited Minutes Dialing Plan Work?
• Call rates, SMS rates and international phone numbers by country: Advanced Pricing Rates

To see what any individual call costs, log in at app.kixie.com and open your call history.

Credit Card Failure Policy

If your credit card on file fails to process, you have 7 days from the first failed date to resolve your overdue payment (10 days if your account has a dedicated Customer Success Manager). After that, your account is deactivated until the balance is paid. If it is still unpaid 14 days after deactivation, your account is canceled and the cancellation policy below applies. There is no fee to reactivate a deactivated account: once the overdue balance is paid, the account is reactivated.

To update your card, log in at app.kixie.com and open Update Card in the left sidebar under FINANCE. Step-by-step help is in Update Your Card, Fix a Declined Payment, or Cancel.

Cancellation Policy

Upon cancellation, all phone numbers will be released, all users and settings will be erased, and Kixie.com dashboard access will be disabled.

In order to cancel your account and stop billing, you must complete our cancellation exit survey. Simply requesting cancellation is not enough. Please email support@kixie.com in order to start the cancellation process.

If you want to keep any of your phone numbers, say so in that first email, before anything is canceled. The support team arranges porting a number to another provider, and the account must stay active and paid until the port completes. See Update Your Card, Fix a Declined Payment, or Cancel.

For further questions about billing, please email support@kixie.com.