This article explains how to access your subscription details, manage payment methods, view billing information, and request subscription changes in BoldDesk.

Access Billing and Subscription Settings

To view your subscription details:

Open the Billing & Subscription Page

To access your subscription details:

1. Navigate to Admin Center.

2. Under the General section, select Billing and Subscription.
   

   
   
   

Once opened, the Billing & Subscription page displays your subscription plan, agent allocation, AI credits, billing information, payment settings, and address details.

Understanding the Billing & Subscription Page

The Billing & Subscription page is divided into several sections that help you manage different aspects of your subscription.

Plan Details

The Plan Details section provides an overview of your current subscription, including:

• Plan Name – The subscription plan currently assigned to your organization.

• No. of Agents – The total number of licensed agent seats available in your subscription.

• No. of Credits – The AI credits included with your current subscription.

• Price Details – The current subscription cost.
  

  
  
  

From this section, you can also:

• Request additional agent seats by clicking Add Agents +.
• Request additional AI credits by clicking Add credits +.

AI Addon Credits

The AI Addon Credits section allows you to purchase additional AI credits when your organization requires more AI usage beyond the credits included in your subscription plan.

You can use this section to:

• Purchase additional AI credits.
• Configure automatic AI credit replenishment using Auto Recharge.
• Navigate to the AI Agent Credits page to monitor available credits and usage.
• Review AI credit pricing and purchase details.

Purchase Additional AI Credits

To purchase AI credits:

1. On the AI Add-on Credits section, click Purchase AI Credits.

2. In the Configure AI Credits step:

   • Review the AI credit pricing.
   • Select the required No. of Credit Packs.
   • Review the calculated purchase amount.

3. (Optional) Enable Auto Recharge if you want BoldDesk to automatically replenish AI credits when needed.
   If Auto Recharge is enabled:

   • Specify the No. of Credit Packs for Auto Recharge.
   • Review the estimated recharge amount.

4. Click Continue.

5. In the Payment Method step:

   • Review the payment notice indicating that payments are securely processed through Stripe and that BoldDesk does not store payment card details.
   • If required, click Manage Payment Method to update or change your default payment method in Stripe before completing the purchase.
   • Review the purchase summary, including:
     • AI Credits – The number of credit packs being purchased and the associated cost.
     • Subtotal (Excluding tax) – The purchase amount before applicable taxes.
     • Tax – Any applicable tax amount.
     • Total due today – The total amount that will be charged immediately.

6. Click Update to complete the purchase and add the selected AI credits to your account.
   

   
   
   

Billing Details

The Billing Details section provides information about your subscription schedule and upcoming charges.
You can view:

• Billing Cycle – The frequency of your subscription renewal.

• Current Billing Period – The active billing period for the current subscription.

• Next Billing Date – The date on which the subscription will renew.

• Next Billing Amount – The amount scheduled to be charged at the next renewal.
  

  
  
  

Use this information to monitor renewal dates and upcoming subscription charges.

Payment Details

The Payment Details section allows you to manage the payment method associated with your subscription.
To update your payment method:

1. Navigate to the Payment Details section.

2. Click Manage Payment Method.
   

   
   
   
   You will be redirected to a secure Stripe-hosted page where you can:

• Add a payment method.
• Update an existing payment method.
• Change the default payment method.
• Remove outdated payment methods (where applicable).

Address Details

The Address Details section contains your billing and shipping address information.
To update an address:

1. Navigate to the Address Details section.

2. Click Change next to either:

   • Billing Address
   • Shipping Address

3. Modify the required details.

4. Save your changes.
   

   
   
   

Keeping these details up to date helps ensure accurate billing and invoicing.

Requesting Subscription Changes

If you need to:

• Add agent licenses
• Remove agent licenses
• Upgrade your subscription plan
• Downgrade your subscription plan
• Make other subscription-related changes

You can submit a request to the BoldDesk Support team.

Request Subscription Changes

The Add Agents + and Add Credits + options are used to request modifications to your subscription.
To submit a subscription change request:

1. Go to Admin Center > Billing and Subscription.

2. In the Plan Details section, click either:

   • Add Agents + to request changes related to agent seats.
   • Add Credits + to request changes related to subscription AI credits.

3. The Update Subscription dialog appears.

4. Click the support team link provided in the dialog.

5. Submit your request with details about the subscription changes you require.
   

   
   
   

The BoldDesk Support team will review your request and assist with the necessary updates.
You can use this process to request:

• Additional agent seats
• Reduction of agent seats
• Subscription plan upgrades
• Subscription plan downgrades
• Changes related to subscription AI credits

How to Change the Billing Email Address

By default, billing details in BoldDesk are sent to the email address associated with the organization owner. To update the billing email, you must change the organization owner.

Explore further instructions about How to Transfer the Ownership of an Account to Another Agent. Once these changes are implemented, the agent transitioning to the account owner role will begin receiving billing information at their organization’s personal email address.

Frequently Asked Questions

1. Can I add or remove agent seats myself?
   No. Agent seat changes are currently handled by the BoldDesk Support team. Click Add Agents + and use the support link provided in the dialog to submit your request.

2. Can I upgrade or downgrade my subscription plan from the Billing & Subscription page?
   No. Subscription plan changes are currently processed through the BoldDesk Support team.

3. What is the difference between AI Credits and AI Addon Credits?
   AI Credits are the credits included with your current subscription plan. AI Addon Credits are additional credits that you can purchase separately when your organization requires more AI usage.

4. Does BoldDesk store payment card details?
   No. BoldDesk does not store payment card details. Payment methods are managed and processed securely through Stripe.

5. How do I update the payment method used for future charges?
   Go to Admin Center > Billing and Subscription, then click Manage Payment Method in the Payment Details section. You will be redirected to Stripe, where you can add a new payment method or set a default payment method.

6. How do I confirm that my subscription update was successful?
   After the update is completed, refresh the Billing and Subscription page and confirm that the subscription details reflect the change. If a payment was required, ensure the payment was completed successfully.

7. Does BoldDesk notify agents about subscription updates?
   Billing and subscription notifications are sent to the organization owner or configured billing contacts, depending on your organization settings.

8. Can I add multiple recipients for invoice emails at once?
   Yes. Multiple recipients can be added. Learn more on Managing Additional Email Recipients for Subscription Invoices.

9. What should I do if I need assistance with subscription changes?
   Click Add Agents + and use the support team link in the Update Subscription dialog to contact the BoldDesk Support team.

10. What should I do if the payment method needs to be changed before updating the subscription?
    Click Manage Payment Method in the payment step or from the Payment Details section on the Billing and Subscription page. Update the payment method in Stripe, then return to BoldDesk and continue the subscription update.

Related Articles

1. How to Transfer the Ownership of an Account to Another Agent
2. Managing Additional Email Recipients for Subscription Invoices