Billing Related Questions for Agencies

Modified on: Thu, 6 Aug, 2026 at 9:50 AM

Billing questions are easier to resolve when you know where a charge originated and which records to review. This guide explains how to manage your HighLevel agency subscription, identify subscription and usage-based charges, review invoices, troubleshoot payments, and escalate a billing dispute. It also clarifies the difference between agency billing, Wallet activity, Marketplace purchases, and client payments.

IMPORTANT : If you purchased access through another agency rather than directly from HighLevel, contact that agency’s administrator for subscription changes or cancellations. HighLevel cannot cancel an account managed by another agency.

TABLE OF CONTENTS

What is HighLevel Agency Billing?
Key Benefits of HighLevel Agency Billing
How to Set Up and Manage Billing in HighLevel
How to Upgrade Your HighLevel Account
Downgrade Your Agency Plan
How to Cancel Your HighLevel Subscription
How to Reactivate Your Account
HighLevel Agency Plan Comparison
Proration Explained (Immediate Charges After Upgrading)
Financial Assistance Requests
Error: "Please Update the Billing Address"
Issues with Online Listing Services
Accepted Card Payment Types
Card Payment Issues
Viewing Past Invoices
Frequently Asked Questions
Related Articles

What is HighLevel Agency Billing?

HighLevel Agency Billing gives agencies a central place to manage their subscription, payment method, invoices, Wallet activity, and eligible add-on services. Understanding where each charge is recorded helps you confirm its purpose, identify the sub-account or service responsible, and resolve billing questions faster.

Your billing information can include several different types of activity:

Your recurring HighLevel agency subscription
Plan upgrades or other prorated adjustments
Agency Wallet recharges and usage
Phone, messaging, email, AI, and workflow charges
A2P registration and messaging fees
Marketplace apps and other paid add-ons
Services enabled for individual sub-accounts

Your HighLevel subscription and Agency Wallet are billed separately. Wallet credits cannot be used to pay the recurring agency subscription.

Note: For HighLevel Pricing refer to HighLevel Pricing Guide.

Key Benefits of HighLevel Agency Billing

Centralized subscription management: Review or modify your agency subscription from Agency Settings.
Invoice visibility: Access previous invoices and payment records from the Billing area.
Usage transparency: Review Wallet-funded activity and identify which services or sub-accounts generated usage.
Flexible plan management: Upgrade your subscription and choose an available monthly or annual billing cycle.
Payment troubleshooting: Review failed invoices, correct card information, and complete bank authentication when required.
Faster dispute resolution: Collect the right transaction details before contacting HighLevel Support.

How to Set Up and Manage Billing in HighLevel

Setting up and managing billing is straightforward in your agency account. Follow the steps below for common billing actions:

How to Upgrade Your HighLevel Account

Go to your Agency Settings.
Click on the Billing tab.
Click on Want to Modify/Cancel Your Subscription? option.
Click the Upgrade button.
Toggle between Monthly and Yearly billing options and select a plan as per your needs.
Click on the Upgrade Now button of your selected plan.
Click on Pay (amount) & Subscribe button. (You’ll be charged a prorated amount immediately.)

Downgrade Your Agency Plan

Before downgrading, review which features and sub-account limits are included in the lower plan.

Go to Agency Settings > Billing.
Click Want to Modify/Cancel Your Subscription?
Select an available lower-tier plan.
Review the new price, effective date, and any prorated adjustment.
Confirm the change.

Important: Downgrading your plan does not automatically cancel add-ons, Marketplace apps, phone numbers, or other paid services.

 If the downgrade option is unavailable, contact HighLevel Support using the blue question-mark icon.

How to Cancel Your HighLevel Subscription

Go to Agency Settings and click on Billing.
Click on "Want to modify/cancel your subscription?"
Click Show More in the pop-up.
Select Cancel Plan.
Choose your Reason for Cancellation, then click Next.
Review the data loss warning.
Click "I am sure I want to cancel".
Provide feedback (minimum 30 words).
Click Submit.

How to Reactivate Your Account

Click Reactivate Account to reactivate instantly.
Or select "To modify your current subscription, click here"
You may be prompted to add a new payment method.

HighLevel Agency Plan Comparison

Proration Explained (Immediate Charges After Upgrading)

HighLevel is a prepaid service. If you upgrade mid-cycle:

You’re charged immediately for the new plan.
A prorated credit is applied for unused time on the lower-tier plan.
Example:
- Upgraded on March 15 from $297 to $497
- Used $297 plan for 10 days → credit = $99
- Charged for remaining 20 days at new plan → billed ~$133.33

Financial Assistance Requests

HighLevel supports temporary relief for agencies needing financial help:

Go to Settings and click on Billing.
Click on Want to Modify/Cancel Your Subscription? button.
Choose the Request Financial Support option.
Please provide a detailed explanation of your reasons for requesting financial support.
Check all the Acknowledgement boxes and click on Proceed.
Check your next invoice details and click on Confirm and Apply.
Approved accounts receive 1-month access at only 10% of their plan cost.

PLEASE NOTE: Financial assistance is a ONE time discount.

Error: "Please Update the Billing Address"

If you see this error:

Stripe has flagged a mismatch between your billing address and the card information.
Confirm that the postal code, address line, and CVV all match the card’s data.

Issues with Online Listing Services

To cancel your Online Listing service, submit the following details via chat:

Location Name
Location ID
Reason for cancellation

A 3-month commitment applies to this service.

For any other issues with Online Listing Services, please contact HighLevel Support through in-app chat or by submitting a support ticket.

Accepted Card Payment Types

Please Note: We don’t accept PayPal, checks - ACH bank transfer now available for payments over $1000

You can now pay by ACH bank transfer for any payment of $1000 or more. ACH transfers take 3-10 business days to process — credit card remains available for all payment amounts.

Card Payment Issues

If your card payment fails or you receive a card payment error, please check the following before retrying:

Confirm that the card number, expiration date, CVV, and billing address are entered correctly.
Make sure the billing address and postal/ZIP code match the details on file with your card issuer.
Verify that the card has sufficient funds or available credit.
Check with your bank or card issuer to confirm the transaction is not being blocked or flagged.
Confirm that the card is enabled for online, recurring, or international transactions, if applicable.
Try using another accepted card payment type if the issue continues.
Failed Payment Access & Dunning Period: If an agency subscription payment fails, the agency will continue to have account access for 21 days from the failed payment date. If the payment issue is not resolved within 21 days, account access will be locked. Payment retries will continue in the background for up to 1 month/30 days from the failed payment date.

Note: If you receive a general payment decline, try using an incognito window or a different browser. This often resolves browser-related issues that may be blocking the payment.

If the payment still does not go through after completing these checks, please contact HighLevel Support for further assistance.

Viewing Past Invoices

To access invoice history:

Go to Settings and click on Billing.
Click on the Payments tab.
Click on Invoices under Payment History.

Frequently Asked Questions

Q: Why was I charged twice this month?
You may have a prorated charge, a retried payment, or a separate subscription or add-on. Some services may have the same price as an agency plan, such as AI Employee at $97 or HIPAA at $297. Check your invoices and Wallet transactions to identify each charge.

Q: What if I signed up through another agency?
Contact your Agency Admin for subscription changes or cancellations. HighLevel cannot manage accounts purchased through another agency.

Q: Can I switch between monthly and yearly billing?
You can choose monthly or yearly billing when upgrading. Changing an existing yearly plan back to monthly is not available in the platform, so you must contact HighLevel Support.

Q: Will my data be deleted if I cancel?
Yes. Your data is deleted after 90 days. To keep your data, you can use the $27 per month Pause Plan instead of canceling.

Q: I cannot see the modify or cancel button. What should I do?
Contact HighLevel Support through Live Chat. They can review your account and help with the request.