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.
$97/month Agency Starter plan:
$297/month Agency Freelance plan:
- 24-hour live chat support.
$497/month Agency PRO plan:
Q2) How can I Reactivate my Account?

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.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)
Q7) How Do I Modify My HighLevel Subscription?
You can do this by accessing;
Q8) How Do I Upgrade my HighLevel Account?



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.