Update Your Card, Fix a Declined Payment, or Cancel

Everything below is done at app.kixie.com, under Billing in the left sidebar unless noted.

Update Your Card or Fix a Declined Payment

Log in at app.kixie.com and open Update Card in the left sidebar, under FINANCE. Enter the new card details and save. Once the card is updated, the system retries the failed payment automatically.

Do this within 7 days. If a card on file fails, you have 7 days from the first failed charge to resolve the payment. After that the account is cancelled, not suspended. Reactivating a cancelled account costs a one-month service fee, based on your user count and plan at the time of the first failed charge, on top of bringing the balance current. Full policy is in How does Kixie's billing work?

Why You Were Charged a Reserve

The minutes reserve is a prepaid balance that covers call minutes and text messages, and it also acts as a deposit so your account is not disabled the moment a card is declined. It is funded at the start of your account and recharges automatically when it runs low, which is why a charge can appear between invoices.

To view or change it, go to Billing > Subscription. Your current reserve balance is shown at the top of that page, and the Minutes/SMS Reserve button lets you adjust the amount. Raising it gives you a larger buffer against an interruption.

For how the reserve is calculated, what deducts from it and the current rates, see What is the Minutes Reserve Charge?

For any other charge you do not recognize, contact support with the date and amount and a teammate will look it up.

Finding Invoices, Contract, and Account Number

• Your business ID is your account number.
• Invoices are at Billing > Invoices, where you can view history and download them.
• Your subscription, including what you are billed for and the billing cycle, is at Billing > Subscription.
• On contract accounts, plan changes and seat reductions are processed in the last 30 days of the term. See Kixie Billing: Annual Contracts and Annual Bill Cycles.

How to Cancel Your Account

Cancellation requires completing the exit survey. A cancellation request on its own does not cancel the account. Start by emailing support@kixie.com.

Before you cancel, know what happens at cancellation:

• All phone numbers are released. If you want to keep any of your numbers, say so in your first email to support, before anything is cancelled. Porting a number to another provider has to be arranged with the support team and the account has to stay active and paid until the port completes, or the numbers can lapse and the port fails.
• Users and settings are erased, and dashboard access is disabled.
• Subscription charges already taken are not refunded, so cancel before your next bill date rather than after it.

If something specific is driving the decision, your account manager can work through it with you first.

On a Trial?

Trial accounts have no card on file, so there is nothing to cancel. For questions about what happens when the trial ends, contact your Kixie representative.