Invoices and payment
Billing is handled by Stripe. Records Labs never stores your card. Everything about payment lives under Settings → Plan & Usage → Billing, and needs the Owner or Admin role, or a custom role with "Billing & plan".
Your payment method
The Billing card shows the card on file with its expiry. Renewals and auto-reload charge this card, unless you picked a separate card for auto-reload. Choose Update to change it in the Stripe billing portal.
Before you have subscribed or bought credits, the card reads No billing account yet. A billing account is created the first time you choose a plan or buy credits. Credit packs can be paid by card or by bank transfer (ACH).
The Stripe billing portal
Choose Update on the Billing card (or Open portal, when no card is shown) to go to the Stripe billing portal, where you can:
add or update a card or bank account;
download invoices and receipts;
change the billing email address;
add a tax ID or VAT number so it appears on every invoice;
cancel your subscription.
The billing email, tax ID, and saved payment method are managed there and printed on every receipt.
Invoices and receipts
The Billing history card lists your recent subscription invoices and credit purchases, each with its status. Each row has an Invoice or Receipt link that opens the document on Stripe. Subscription invoices are issued at each monthly renewal; credit packs produce a receipt at the time of purchase.
How charges work
Plan. Charged monthly on your renewal date. An upgrade is charged right away for the difference over the rest of the cycle; a downgrade applies at renewal.
Extra credits. One-time purchases, charged at checkout. Auto-reload charges the saved card off-session.
Add-ons. Additional seats, connections, and capacity blocks are monthly line items on one add-on subscription alongside your plan.
Split billing
If different parts of your company pay for Records Labs, the Split billing card lets you set up cost centers, give each a share of the plan fee and its own card, and assign members to them. Shares must add up to 100%, and one center must be marked primary before you turn split billing on. Each center's card is charged its share from your next renewal, and each center gets its own statement. The primary center's card pays for extra credits and auto-reload while split billing is on.
If a payment fails
When a renewal charge fails, admins are alerted and a banner appears at the top of Plan & Usage: Your last payment didn't go through, with the date your access continues through. Choose Update payment to fix the card in the portal. Stripe retries the charge during a 14-day grace period, and everything keeps working meanwhile.
If the grace period ends without a successful payment, answering pauses and the banner changes to Answering is paused — payment failed. Answering resumes as soon as a payment goes through. Your data and settings are untouched.
If credits run out
Running out of credits is different from a failed payment. When the monthly pool and any purchased credits are both used, AI work pauses and new requests return a message asking you to purchase credits or enable auto-reload. Choose Buy credits on the Overview tab, or turn on auto-reload on the Usage tab, and work resumes. See Extra credits and auto-reload.
If your organization has no plan
An organization with no active plan sees a message asking an administrator to set one up in Billing. Choose a plan under Plan & Usage → Overview to begin. Everything saved in the organization is kept.
Visitors to your Help Center are not shown that billing message. They see a neutral note that the Help Center is temporarily unavailable.