Billing: Payment

For: Account owners and administrators·Requires: The Admin and Billing permissions, and a paid plan·Screenshots show sample data

The Payment tab of Admin›Billing is where you look after how your company pays for Replyco: the cards on file and which one is charged, every charge attempt with its outcome, and every invoice with a PDF to download. Administrators use it when a card expires, when a payment is declined and when the accounts team asks for invoices. The cards, charges and invoices are those your payment provider holds for your company; Replyco reads them each time you open the tab.

Availability: needs the Admin and Billing permissions, like the rest of Billing; see User permissions and roles. Billing is in the menu once your company pays for a plan through Replyco; during the trial and with Shopify billing there is nothing to pay here, see Subscribe to a plan. The plan itself is on the other tabs; see Billing.

What you can do here

• Keep a working card on file. Add a card before the old one expires; only the last four digits ever reach Replyco. Add a card.
• Choose which card is charged. The star makes a card the default card for every future invoice. Make a card the default.
• Check every charge. Each attempt is listed with a green tick or a red cross, its date, receipt number and amount. Check your charges.
• Download invoices. Each invoice has its period, amounts and a PDF. Download an invoice.
• Recover from a declined payment. A red banner tells every user when a subscription payment was declined; synchronisation pauses until a payment goes through. When a payment is declined.

The screen at a glance

Payment lists your cards, every charge attempt and, further down, your invoices.

What this screenshot shows

Screen

Billing (/billing?tab=payment)

Highlighted

tab “Payment”, left-tab-list, selected. shows cards

Also visible

cards 4821 (visa, default) and 7310 (mastercard, star); charges: 19/02/2026 succeeded 2417-0934, 18/02/2026 failed, three earlier succeeded; Create New link

Purpose

the screen at a glance

Region	What it shows	What you do there
Cards, top	One row per card with Card Number, Exp Date, Type, Default Card and Actions, then Create New	Add a card, choose the default card
Charges, middle	One row per charge attempt with Status, Created Date, Receipt Number and Invoice	Check that payments went through
Invoices, bottom	One row per invoice with its number, dates, amounts and Download	Download invoices

Add a card

1. Under Cards, select Create New. The dialog Add New Card opens.

2. Enter the card number, the expiry date and the security code in the card field. The field belongs to your payment provider: what you type goes to the provider, not to Replyco.

3. Select Save. The dialog closes and the card appears in the list.

A new card is added next to the existing ones; it is not charged until you make it the default card, as described in Make a card the default. When the provider rejects the details, for example a mistyped number, the dialog stays open and the provider’s message appears at the top right. Replyco shows only the last four digits, the brand and the expiry date of each card.

Make a card the default

1. Under Cards, find the card and select the star under Actions. Its tooltip reads Make card default.

2. Confirm Are you sure you want to make this card default? with Yes.

   

   The star makes another card the default; Replyco asks before it changes anything.

   What this screenshot shows

   Screen

   Billing (/billing?tab=payment)

   Highlighted

   button “Yes”, cards-table-actions, enabled. makes card 7310 the default card

   Also visible

   tooltip Make card default; question Are you sure you want to make this card default?; default card 4821

   Purpose

   change the default card

The green tick under Default Card moves to that card, and your payment provider charges it for every invoice from now on. The default card has no star. For example, when Northwind’s Visa card ending 4821 expires in August 2028, the accounts team adds a new card in July and makes it the default, so the August invoice is paid without a break.

Check your charges

Charges lists every attempt your payment provider made to take a payment, newest first. A green tick under Status means the payment went through; a red cross means it was declined, and such a row has no Receipt Number. Invoice shows the amount, tax included.

A declined charge followed by a successful one, as on 18 and 19 February in the screenshot, is the usual trace of a card that failed once and was then replaced or retried. How much was charged and for what is on the matching invoice.

Download an invoice

1. Scroll to Invoices. The newest invoice is at the top.

2. In the invoice’s row, select Download. On a narrow window, scroll the table sideways to reach the last column.

   

   Every invoice has a Download link for its PDF; the newest is at the top.

   What this screenshot shows

   Screen

   Billing (/billing?tab=payment)

   Highlighted

   link “Download”, invoices-table, enabled. downloads the invoice PDF

   Also visible

   invoice of 18/02/2026, £65.33 due and paid; three earlier invoices

   Purpose

   download invoices

Your browser saves the invoice as a PDF from your payment provider. Each row shows Invoice #, Invoice Date, Payment Period Start and Payment Period End (the period the invoice covers), Amount Due and Amount Paid. The tab shows up to 100 invoices.

The address on your invoices is your billing address from Admin›Company Settings, or your company address when you use it for billing; see Enter your address and billing address. To change other company details printed on the invoices, contact support; see Help and support.

When a payment is declined

When your payment provider cannot collect a subscription payment, for example because the card has expired, Replyco:

• shows a red banner across the top of every screen for every user, ending in the link Billing tab;
• pauses the synchronisation of your connected accounts, so no new messages arrive;
• sends every user a notification in the bell that the payment was declined.

After a declined payment a red banner links to Billing; synchronisation resumes once a payment goes through.

What this screenshot shows

Screen

Billing (/billing?tab=payment)

Highlighted

link “Billing tab”, top-banner, shown. opens Billing

Also visible

red banner about the declined subscription payment; declined charge 18/02/2026

Purpose

what a declined payment looks like

To resolve it, open the banner’s link, add a working card and make it the default card, as described in Add a card and Make a card the default. Once a payment goes through, Replyco removes the banner and synchronisation resumes. If the very first payment of a new subscription is declined, the subscription is not set up at all; choose the plan again in Subscribe to a plan.

Nothing arrives while the banner shows

While a payment is declined, Replyco does not collect new customer messages from your accounts. Replace the card as soon as the banner appears so that customers do not wait longer than they have to.

Every control, explained

The Payment tab of Admin›Billing, top to bottom.

Cards

Where

Top of the tab.

What

One row per card your payment provider holds for your company.

Column	What it shows	Why
Card Number	Four groups of stars and the last four digits	Tell cards apart without exposing the number
Exp Date	Month/year the card expires	Replace a card before it runs out
Type	The card brand, for example visa or mastercard	Match the card to your records
Default Card	A green tick on the card that is charged	Know which card pays
Actions	The star on every other card	Change the default card

Why

One look tells you whether the card that pays is still valid.

The star (Make card default)

Where

Actions column, on each card except the default one.

What

Asks Are you sure you want to make this card default?; Yes makes the card the default for all future invoices, No changes nothing. While the change is saved, a small spinner replaces the star.

Why

Switching cards takes one confirmation, with no risk of doing it by accident.

Create New

Where

Under the list of cards.

What

Opens Add New Card with the payment provider’s card field (card number, expiry date, security code) and Save. The cross closes it without adding anything.

Why

The card details go straight to the payment provider; Replyco never sees the full number.

Charges

Where

Middle of the tab. Read-only.

What

Column	What it shows	Why
Status	Green tick: paid; red cross: declined	See failed payments at once
Created Date	Date and time of the attempt	Match it to your bank statement
Receipt Number	The payment provider’s receipt number; empty when declined	Quote it to your bank or to support
Invoice	The amount, tax included	Check what was taken

Up to 100 charges, newest first.

Why

Every attempt is listed, so a declined payment is visible even after a later one succeeded.

Invoices

Where

Bottom of the tab. Read-only apart from the download links.

What

Column	What it shows	Why
Invoice #	The invoice number	Your accounting reference
Invoice Date	When the invoice was raised	Book it in the right month
Payment Period Start, Payment Period End	The period it covers	See which period extra tickets belong to
Amount Due, Amount Paid	What was due and what was paid, tax included	Spot an unpaid invoice
Download	A link to the PDF	Keep or forward the invoice

Up to 100 invoices, newest first.

Why

All invoices in one place, ready for your accounts team.

The declined-payment banner

Where

Top of every screen, for every user, while a subscription payment is declined.

What

A red banner that cannot be closed, ending in the link Billing tab, which opens Billing. It disappears once a payment goes through.

Why

Everyone knows why new messages have stopped, and administrators have a direct way to fix it.

Who sees what

Part	Shown when
The Payment tab	The Admin and Billing permissions and a plan paid through Replyco; see User permissions and roles
The star	On every card except the default one
Receipt Number	The charge went through
The declined-payment banner	Every user, on every screen, while a subscription payment is declined; not with Shopify billing

What you need to know

Topic	Fact
Card data	Replyco shows the last four digits, the brand and the expiry date; the full card details are entered in the payment provider’s field.
Default card	Every invoice is charged to the default card. A new card is not the default until you make it one.
Lists	Up to 100 charges and 100 invoices, newest first, read from the payment provider each time you open the tab.
Amounts	Charges and invoices show amounts with tax.
Invoice address	Comes from the billing address in Admin›Company Settings.
Declined payment	Red banner for everyone, synchronisation paused, a notification to every user; everything resumes once a payment goes through.
First payment declined	The new subscription is not set up; choose the plan again.

Frequently asked questions

Cards

How do I replace an expiring card?

Open Admin›Billing, select the Payment tab, then Create New. Enter the new card in the payment provider’s field and select Save. Then select the star on the new card and confirm with Yes to make it the default card that pays your invoices.

Why is my new card not charged?

A card you add under Cards on the Payment tab is not the default card by itself. Only the card with the green tick under Default Card is charged. Select the star on the new card and confirm with Yes.

Does Replyco store our card number?

No. You enter the card details in the payment provider’s field in the Add New Card dialog, and they go straight to the provider. The Payment tab of Admin›Billing shows only the last four digits, the brand and the expiry date.

Can we pay other than by card?

The Payment tab of Admin›Billing lists and manages cards only. Companies billed through Shopify pay with their Shopify bill and manage the plan in Subscribe to a plan. For any other way of paying, contact support; see Help and support.

Charges and invoices

Where do I download our invoices?

On the Payment tab of Admin›Billing, scroll to Invoices and select Download in the invoice’s row. The PDF comes from your payment provider. On a narrow window, scroll the table sideways to reach the link.

How do I change the address on our invoices?

The invoices carry your billing address from Admin›Company Settings, or your company address when it is used for billing. Change it on the address tab; see Enter your address and billing address. For other company details on the invoices, contact support through Help and support.

Why is a charge marked with a red cross?

The payment provider could not take that payment, for example because the card had expired or the bank declined it. A declined row has no Receipt Number. If a green tick follows it, the payment was taken later; otherwise add a working card and make it the default on the Payment tab.

Why was one invoice higher than the others?

Usually because of extra tickets: when a payment period goes over your plan’s allowance, the next invoice adds each extra ticket at your plan’s price. Compare the invoice’s period with Billing: Usage, where the monthly cards show the overage per period.

Does the amount include VAT?

Yes. Invoice under Charges and the amounts under Invoices include tax. The rate depends on your billing country: one rate for the United Kingdom and another for every other country; see Billing.

Declined payments

Our payment was declined. What happens now?

Every user sees a red banner at the top of every screen and gets a notification, and Replyco pauses the synchronisation of your accounts, so no new messages arrive. Open Admin›Billing, add a working card on the Payment tab and make it the default. Once a payment goes through, the banner disappears and synchronisation resumes.

We replaced the card but the banner is still there. Why?

The banner stays until a payment actually goes through, not when a card is added. Check under Cards that the new card has the green tick under Default Card, then watch Charges for a green tick. If none appears, contact support with your company’s email address; see Help and support.

Troubleshooting

Symptom	What to check
A new card is not charged	The green tick under Default Card is on the new card; if not, select its star and confirm with Yes
The card dialog shows an error from the payment provider	The card number, expiry date and security code as printed on the card; the provider’s message says which part it rejected
A red banner says synchronisation is suspended	A subscription payment was declined; add a working card, make it the default and check Charges for a green tick
The Download link is not visible	The table is wider than the window; scroll it sideways
An invoice is higher than usual	The period went over the plan’s allowance; compare with Billing: Usage
The tab shows no cards, charges or invoices	Your company has not paid for a plan through Replyco yet, or it is billed through Shopify; see Subscribe to a plan

Still stuck?

Send support your company’s email address, the date and amount of the charge or the invoice number, and a screenshot of the tab; see Help and support. Support can look up the charges and invoices your payment provider holds for your company.

Related

• Billing
• Billing: Usage
• Subscribe to a plan
• Company Settings
• Accounts
• Help and support