Billing FAQ

Written By Stanislas

Last updated 5 days ago

Find answers to common questions about billing, credit consumption, payment issues, and subscription management.

Overview

This FAQ addresses the most common questions and issues users encounter with Swiftask billing, credits, subscriptions, and payments. Whether you're experiencing unexpected charges, credit consumption discrepancies, or payment errors, you'll find answers and solutions here.

The FAQ is organized into categories for easy navigation: credit consumption questions, billing and payment issues, subscription management, and invoice questions.

Credit consumption questions

Why is my credit usage higher than expected?

Common causes:

  • Using premium AI models (GPT-4, Claude) for routine tasks

  • Long conversation histories that include many previous messages

  • Agents with multiple active skills consuming credits for each operation

  • Deep web scraping (depth 3+) for knowledge base operations

Solutions:

  1. Review your credit usage dashboard (Account settings → Credit usage) to identify which operations consumed the most credits

  2. Switch to Swiftask default agent for simple, routine tasks

  3. Start new conversations instead of continuing very long ones (20+ messages)

  4. Review and disable unnecessary agent skills

  5. Reduce web scraping depth to 1 or 2 for knowledge base imports

How can I see exactly what consumed my credits?

Navigate to Account settings → Credit usage to view:

  • Credit usage by day chart showing daily consumption patterns

  • Spend per agent breakdown showing which AI models and agents consumed the most credits

  • Real-time credit balance and remaining allocation

Each AI response also displays the credit cost at the bottom of the message (e.g., "31.5K credits").

Why did a single message consume so many credits?

Possible causes:

  • Large file attachment (PDFs, images, spreadsheets)

  • Very long AI response

  • Agent used multiple skills or database queries

  • Advanced document analysis mode (OCR, table extraction)

How to check:

  1. Look at the credit indicator at the bottom of the AI response

  2. Review the file size if you attached documents

  3. Check if the agent used any skills or tools (visible in the response)

Do I lose unused credits at the end of the month?

Yes, credits reset monthly based on your billing cycle. Unused credits do not roll over to the next month. Your monthly allocation refreshes at the start of each billing period.

Tip: If you consistently have unused credits, consider downgrading to a lower plan to save costs.

Can I share credits with team members?

Yes, if you have unused credits and a colleague is running low, workspace admins can adjust individual member credit limits to redistribute allocation across the team.

How to share:

  1. Navigate to Workspace administration → Members

  2. Click the eye icon next to the member's name

  3. Adjust their Monthly limit (Credits)

  4. Click Save Changes

What happens when I run out of credits?

When you exhaust your monthly credit allocation, you'll see this message:

"You don't have enough credits to perform this action. Please recharge your credits to continue using AI features."

Your options:

  1. Purchase additional credits (5M-1B available) through Subscription → Billing

  2. Wait until your monthly allocation resets at the beginning of your next billing cycle

  3. Upgrade your plan for a higher monthly credit allocation

Billing and payment issues

My payment method was declined. What should I do?

Common causes:

  • Expired card

  • Insufficient funds or credit limit reached

  • Incorrect card information (number, CVC, expiration)

  • Bank security block on international payments

Solutions:

  1. Verify all card details are correct (number, expiration date, CVC)

  2. Ensure your card has not expired

  3. Check that you have sufficient credit limit or funds

  4. Contact your bank to authorize the payment (some banks block international transactions)

  5. Try a different card if the issue persists

  6. Update your payment method in Workspace administration → Subscription → Overview → Update payment method

Supported payment methods:

  • Visa

  • Mastercard

  • American Express (AmEx)

  • Diners Club

Can I get a refund?

Refund policies vary based on your situation. Contact Swiftask support to discuss:

  • Accidental purchases

  • Billing errors

  • Service issues

Include your invoice number and a detailed explanation of why you're requesting a refund.

Why am I being charged after canceling my subscription?

This is expected behavior.

When you cancel your subscription:

  • Billing stops immediately (no future charges)

  • You retain full access until the end of your current paid period

  • You receive the full value of what you've already paid

If you see a charge after your paid period should have ended, contact support immediately with your cancellation confirmation and invoice details.

How do I update my billing information or payment method?

  1. Navigate to Workspace administration → Subscription

  2. Click the Overview tab

  3. Click Update payment method (displayed in red below the payment method section)

  4. Enter your new card information on the secure payment page

  5. Save your changes

Your new payment method will be used for all future charges.

Can I change from monthly to annual billing (or vice versa)?

Yes, you can switch billing frequencies:

  1. Navigate to Workspace administration → Subscription

  2. Click Change plan

  3. Select the same plan tier but with different billing frequency (annual or monthly)

  4. Complete the change

Note: Switching to annual billing offers significant savings (up to 50% on some plans).

Subscription management questions

How do I upgrade my plan?

  1. Navigate to Workspace administration → Subscription

  2. Click Upgrade my plan in the top-right corner

  3. Review available plans and select the one you need

  4. Complete the checkout process

What happens when you upgrade:

  • Your new credit allocation takes effect immediately

  • Additional user slots become available

  • New features are unlocked

How do I downgrade my plan?

  1. Navigate to Workspace administration → Subscription

  2. Click Change plan

  3. Select the lower-tier plan you want

  4. Confirm the downgrade

Important: Downgrades take effect at the end of your current billing period. You'll continue to have access to your current plan's features until the billing cycle ends.

Can I cancel my subscription at any time?

Yes, you can cancel anytime:

  1. Navigate to Workspace administration → Subscription → Settings

  2. Click Cancel my subscription

  3. Confirm your cancellation

What happens:

  • Your subscription remains active until the end of the current billing period

  • You retain full access to all features until the billing period ends

  • No further charges will be made

  • Your data is preserved (you can reactivate later)

What happens to my data if I cancel?

Your data is preserved when you cancel. You can reactivate your subscription later and regain access to:

  • All agents you created

  • Knowledge base documents

  • Project history

  • Workspace settings

Note: After an extended period of inactivity, data retention policies may apply. Contact support for specific retention timelines.

Can I pause my subscription instead of canceling?

Swiftask does not currently offer a pause feature. Your options are:

  • Disable auto-renewal to prevent future charges while maintaining access until your paid period ends

  • Cancel your subscription (you keep access until the end of the billing period)

  • Downgrade to a lower-cost plan

Invoice questions

Where can I find my invoices?

  1. Navigate to Workspace administration → Subscription

  2. Click the Billing tab

  3. View all invoices in the Invoices section

  4. Click Download next to any invoice to save it as a PDF

Who can access invoices: Only Admins, Owners, and Billing Partners can view and download invoices. Individual users (Members and Viewers) cannot access billing information.

Why don't I see an invoice for this month yet?

Invoices are generated at the beginning of each billing cycle after payment is processed. If you're early in your billing cycle, your invoice may not be available yet.

Check:

  • Your billing cycle start date in Subscription → Overview

  • Recent payment processing (it may take 24-48 hours for the invoice to appear)

Can I get invoices sent to a different email address?

Invoice delivery settings depend on your account configuration. To change where invoices are sent:

  • Assign the Billing Partner role to the person who should receive invoices

  • Contact support to configure custom invoice delivery settings

Plan and pricing questions

What's included in my current plan?

Navigate to Workspace administration → Subscription → Overview to see:

  • Your current plan name (Pro, Team starter, Team Growth, or Tailored offer)

  • Monthly credit allocation

  • Number of user slots

  • Billing frequency (annual or monthly)

  • Pricing

For detailed feature comparisons, visit swiftask.ai/pricing.

Can I purchase additional credits without upgrading?

Yes, all plans allow you to purchase additional credits:

  • Range: 5M to 1B credits available

  • How: Navigate to Subscription → Billing tab and purchase additional credits

  • Type: One-time purchases (not recurring)

When to buy additional credits:

  • Seasonal spikes in usage

  • One-time large projects

  • Testing before committing to a higher plan

What happens if I exceed my user limit?

If you try to invite more users than your plan allows, you'll need to:

  1. Remove inactive users to free up slots

  2. Upgrade your plan to a higher tier

You cannot invite new users beyond your plan's capacity without taking one of these actions.

Workspace administration questions

Why can't I access the subscription page?

Cause: Insufficient permissions.

Solution:

Only Admins, Owners, and Billing Partners can access subscription management. If you need access:

  1. Contact your workspace owner or admin

  2. Request Admin or Billing Partner role

  3. Billing Partner role provides billing access without technical permissions

How do I give someone access to billing without making them an admin?

Assign them the Billing Partner role:

  1. Navigate to Workspace administration → Members

  2. Find the member in the list

  3. Click the eye icon to view their details

  4. Change their role to Billing Partner

  5. Click Save Changes

Billing Partner capabilities:

  • View and download invoices

  • Update subscription plans

  • Update member details for billing purposes

  • No access to technical work, projects, agents, or data sources

Can I set credit limits for individual team members?

Yes, workspace admins can set monthly credit limits:

  1. Navigate to Workspace administration → Members

  2. Click the eye icon next to the member's name

  3. Enter a value in the Monthly limit (Credits) field

  4. Click Save Changes

What happens when a member reaches their limit:

  • They receive a warning as they approach their cap

  • Once the limit is reached, they cannot consume additional credits

  • Admins can increase the limit or they can wait for the monthly reset

Troubleshooting specific errors

Error: "You don't have enough credits to perform this action"

Cause: You've exhausted your monthly credit allocation or reached your individual credit limit.

Solutions:

  1. Check your credit balance in Account settings → Credit usage

  2. Purchase additional credits if needed

  3. Wait until your monthly allocation resets

  4. If you're a workspace member, ask your admin to increase your credit limit

  5. Consider upgrading your plan for a higher monthly allocation

Error: Payment processing failed

Cause: Card declined, expired card, or payment gateway issue.

Solutions:

  1. Verify your card details are correct

  2. Ensure your card has not expired

  3. Check with your bank that the payment is not being blocked

  4. Try a different payment method

  5. Wait a few minutes and try again (temporary gateway issues usually resolve quickly)

  6. Contact support if the issue persists

Getting additional help

How do I contact support?

If your question isn't answered in this FAQ:

  • Email: support@swiftask.ai

  • Include your workspace name, account email, and invoice number (if applicable)

  • Provide detailed information about your issue

  • Attach screenshots if helpful

Response times:

  • Pro: Standard email support

  • Team starter: Enhanced email support (48h response)

  • Team Growth: Priority support (Chat + email, 4h response)

  • Tailored offer: Dedicated support

What information should I include when contacting support about billing?

To help support resolve your issue quickly, include:

  • Your workspace name

  • Account email address

  • Invoice number (if applicable)

  • Detailed description of the issue

  • Expected vs. actual charges

  • Screenshots of error messages or unexpected behavior

  • Steps you've already taken to resolve the issue

Still have questions? Contact support at support@swiftask.ai with your specific question, and include relevant details like your workspace name, account email, and invoice number if applicable.