Billing Page

Introduction

The Billing Dashboard lets workspace owners view billing cycles, download invoices, update billing information, and understand seat-based charges — without opening a support ticket.

Key Terms

• Billing cycle — the time period between charges on your account (typically monthly or annual).

• Seat-based billing — you pay based on the number of active team members in your workspace. Adding or removing a member adjusts your plan.

• Subscription ID — a unique identifier linking your AskElephant workspace to your Stripe payment account.

• Invoice — a record of charges for a specific billing period, available for download.

• Workspace Owner — the account holder with full access to billing and workspace settings. Only workspace owners see the Billing Dashboard.

What You Can Do in Your Billing Dashboard

View Your Billing Cycle and Subscription Details

Your dashboard shows:

• Your current billing cycle and next billing date.

• Your active subscription plan and pricing tier.

• The number of team seats included in your plan.

• A complete history of paid invoices.

Download Your Invoices

Locate the invoice in your history and click View Invoice to download the PDF.

Update Your Billing Information

Keep billing details current by viewing and updating:

• Business name and address.

• Billing email address.

• Primary contact information.

Click Update Billing Information and you'll be securely redirected to Stripe, our payment partner. Your payment information is never stored by AskElephant — Stripe handles it.

Understand Your Charges

Each invoice itemizes the billing period, including:

• Base subscription cost.

• Additional charges (for example, prorated amounts for mid-cycle seat adds).

• Any applicable discounts.

If you add a team member partway through your billing cycle, you'll see a prorated charge on your next invoice covering the remainder of that period.

How Seat-Based Billing Works

When you add a team member, you're charged immediately for that seat, prorated for the remainder of your current billing cycle. On your next billing cycle, your recurring charge adjusts to reflect your new team size.

Example. If you have a 5-seat plan and add 2 members mid-cycle, you'll see a prorated charge for 2 additional seats through the end of your billing period. Your next billing cycle then bills all 7 seats at the recurring rate.

When you remove or deactivate a team member, that action frees up a seat but doesn't reduce your current billing cycle charge. Billing adjusts on the next renewal. To discuss an adjustment after a significant team reduction, reach out to support.

Managing Your Team and Billing

• Adding a seat — charged immediately, prorated for the current cycle.

• Removing a seat — deactivates the member and frees the seat; billing adjusts on the next renewal.

• No downgrades via dashboard — you can't reduce your plan tier or cancel your subscription from the Billing Dashboard. Contact support for plan changes or cancellation.

Accessing the Stripe Customer Portal

For everything beyond the dashboard — downloading historical invoice PDFs, updating payment methods, viewing unpaid invoices, adjusting billing contacts — use the Stripe customer portal.

Portal URL. https://pay.askelephant.ai/p/login/

Log in with the email address associated with your billing account (typically the billing contact we have on file).

Troubleshooting Portal Access

Email not recognized. You may not be listed on the customer profile. Contact support and provide the email address you want to use for portal access.

Not receiving the login code. Check your spam folder, confirm you're using the right email, and contact support if it doesn't arrive.

What You Can Do in the Portal

• View all paid and unpaid invoices.

• Manage your subscription.

• Update payment methods.

• Download invoice PDFs.

Troubleshooting Billing

I Can't See the Billing Dashboard

Only workspace owners have access. If you're not the Owner, ask your account administrator for access or to pull the billing information you need.

There's a Charge I Don't Recognize

Check the invoice line items. If team members were added during the billing period, you'll see prorated charges. The invoice breaks down what you're being charged for and why.

Why Did I Receive Two Bills in the Same Month?

Two common causes.

• Late payment processing. If a previous month's payment was delayed, you may receive the late invoice and your current invoice in the same month. Each invoice lists the billing period it covers.

• Billing cycle adjustments. If your billing date was recently changed (for example, from the 18th to the 30th), you may see overlapping charges during the transition.

If you believe the double-bill is an error:

1. Check the billing periods on each invoice to confirm they cover different months.

2. Contact support with details about the duplicate charges.

3. If there's an error, support will review and issue a partial refund. Refunds typically take a couple of days to process.

I Can't Access the Billing Portal

If login emails aren't coming through, your email may not be set as the billing contact. Contact your Customer Success Manager or support to update the billing contact on your account.

Can I Change My Billing Email?

Yes. Click Update Billing Information in your dashboard to go to Stripe, where you can update the email and other billing details.

Next Steps

1. Log into your AskElephant workspace as a workspace owner.

2. Navigate to your Billing Dashboard.

3. Review your current subscription, billing cycle, and invoice history.

4. Bookmark the page for future billing questions.

Need More Help?

Reach the AskElephant support team by:

• clicking the chat button in the bottom right corner of your screen,

• emailing [email protected],

• or using @askelephant support in your dedicated Slack channel.