Common Billing Related Questions:


Covered in this article


Q1) What are the Main Differences between Agency Starter and Agency Freelance Plans?

Q2) How can I Reactivate my Account?

Q3) I am Seeing a Please update the billing address on the agency billing page Error, What Can I do?

Q4) How do I Modify The Information Pertaining to My Online Listing?

Q5) How do I Request Financial Assistance?

Q6) Why was I Charged Immediately after Upgrading? (Proration Explained)

Q7) How Do I Modify My HighLevel Subscription?

Q8) How Do I Upgrade my HighLevel Account?

Q9) I Want to Pay my Invoice, but my Card is not Being Accepted by HighLevel?

Q10) Where Can I see My past Invoices?

Q11) I signed up to use the Platform Under ANOTHER AGENCY and not directly through HighLevel, how do I cancel my services?



Q1) What are the Main Differences between Agency Starter and Agency Freelance Plans?

In terms of the software's capabilities, there is no difference between the two plan subscription types.


The main differences are from a support option standpoint, as well as amount of locations/client accounts allotted. (main differences in bold***)

$97/month Agency Starter plan:

- Two(2) locations/client accounts maximum.
- 24-hour technical support via chat.
- Access to Marketplace Services and consulting tab within the portal.
- Access to HighLevel Facebook community group.
- Access to help videos section. (blue question mark in app)
- HighLevel mobile app on the Apple store or Google play store.

$297/month Agency Freelance plan:

- Unlimited locations/client accounts.

- 24-hour live chat support.

- Access to Marketplace Services and consulting tab within portal.
- Access to Facebook community group.
- Access to help videos section. (blue question mark in app)
- HighLevel mobile app on the Apple store or Google play store.




Q2) How can I Reactivate my Account?


We understand that you may have been locked out of your HighLevel account for various reasons. (you may be seeing the image below after entering your login credentials)


Please ensure you select the "To modify your current subscription "click here" option to redirect you to our billing funnel for any subscription-related requests. (screenshot below) You can also select the "Reactivate Account" button to reactivate instantly. (Note: we may need a new payment method to be added)


Q3) I am Seeing a Please update the billing address on the agency billing page Error, What Can I do?

  • If you are seeing the error banner in the image below, this means that as per our stripe log, the billing address added is not the same as mentioned on the payment method being used. Essentially, three checks are performed by stripe; postal code/zip code, address line, and CVC check.

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    If you enter the billing address as per the card being used, you will avoid this message!



Q4) How do I Modify The Information Pertaining to My Online Listing?


 - Please note your direct point of contact moving forward for our Online Listing Marketplace Service can be reached via email at accountmanagers@agencyonfile.com


- In order to Cancel your Online Listing, please reach out through your online portal via chat. Online Listings currently require a 3-month service commitment, which is indicated upon signup for the service. Please include the following to cancel your online listing, we will require the following information: 


- Location Name

- Location ID

Cancellation Reason:



Q5) How do I Request Financial Assistance?


We are currently offering assistance to clients who are experiencing difficulty financially, or who are just looking to take a break from using the software for various reasons. In the event that your agency would be interested in financial assistance, you can follow these steps, as demonstrated in the images below;


1) Agency Settings 2) Agency Billing 3) Select the "click here" button next to modify or cancel the please section located in the middle of your screen. 



Note: If You do not see the "click here" option on your billing page, then kindly open a chat with support, who can escalate your request instead. 

Your HighLevel account will be fully accessible for one month, at a drastically reduced rate of only 10% of your current plan's cost.

Alternatively, if you do not agree to these terms, we can always cancel your subscription. This way you can reinstate it whenever you're ready to come back, without any of your data being lost!


Q6) Why was I Charged Immediately after Upgrading? (Proration Explained)


We understand that different monetary amounts appearing on your statement can be a cause for concern to our clients. These changes are often attributed to proration, for a modified subscription mid-cycle. Since HighLevel is a prepaid service, when you pay your monthly invoice, it is for the following/upcoming month.

If you upgrade to a higher-tiered plan mid-cycleyou gain access to the new features of that plan type right away! Since this is being applied before the next billing date, HighLevel has to adjust on a pro-rata basis, for the period you were still using the lower-tiered plan. In order to do so, we calculate the per-day amount owed for the lower-tiered plan. This amount is then multiplied by the number of days under that plan, then deducted from the total amount to be paid for the higher-tiered plan.

Here is an example:

Cost of Lower tiered plan: $297
Cost of Higher tiered plan: $497
Last Billing Date: March 5th
Current Billing Date: March 15th
Number of Days lower-tiered plan was used: 10 days
Credits: $297 - [($297/30) X 10] = $198
No. of Day Remaining: 20
Amount to be Billed: [($497/30) X 20] - $198 = $133.33
Next Billing Date: May 5th




Q7) How Do I Modify My HighLevel Subscription?


In order to finalize your subscription-related request, we require you to fill out our billing funnel.

You can do this by accessing;


1) Agency Settings 2) Agency Billing 3) Select the "click here" button next to modify or cancel please section located in the middle of your screen (as shown in the screenshot)  IF you do not see the "click here" option on your billing page, then kindly open up a chat explaining your request instead.


 

Remember, if you have any additional feedback, requests, or notes, please list them in the "Feedback" field of the funnel.




Q8) How Do I Upgrade my HighLevel Account?


There are a few easy steps to follow in order to upgrade your HighLevel Subscription type within the platform!

Step 1) Access the Agency Settings tab, followed by the "Billing" Tab.
Step 2) Select the "Upgrade" button as shown in Green.

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Step 3) Make sure to toggle between Account Types, as there is both a Monthly Upgrade option, as well as a Yearly option! (You save 2 months worth of payments by paying the yearly subscription upfront!)

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Please take note that upgrading mid-cycle will create a pro-rated charge immediately applied to your account. This happens because anytime you upgrade a HighLevel subscription, you receive the benefits of that new plan you are upgrading to instantly. Therefore your billing cycle must reset, from the day you upgraded, moving forward.




Q9) I Want to Pay my Invoice, but my Card is not Being Accepted by HighLevel?


Right now, HighLevel accepts the following forms of payment;


- Visa

- Mastercard

- American Express (AMEX)

- Discover

- Visa-Debit


Note: Please ensure that the exact information on the card is entered correctly, including the CVV code and Expiry date.





Q10) Where Can I see My past Invoices?


 To locate where as well as how much you are being billed;


 - log in to your HighLevel account (make sure you are in agency view)

 - click on settings;



- Select Billing


 

- At the bottom right side of your page, you will notice an area displaying your invoice history with HighLevel.






Q11) I signed up to use the Platform Under ANOTHER AGENCY and not directly through HighLevel, how do I cancel my services?


This applies if your account/subaccount was purchased and subscribed through another agency and not directly through HighLevel. 
This means you may have signed up directly with that agency, and not through HighLevel's company website. This is quite common, as many small, medium and larger-sized agencies will offer subaccounts to their own clients under their agency umbrella of accounts. HighLevel is the base platform type being used by these larger agencies.

Please reach out to your Agency Admin in order to cancel your services, as this cannot be done by HighLevel.

*** Note: If you did signup directly through HighLevel, please login to your original HighLevel account, and follow the steps in Q7. ***