> ## Documentation Index
> Fetch the complete documentation index at: https://help.withallo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing and Payments

> Invoices, payment methods, and billing information

## How billing works

Your billing depends on where you subscribed:

**App Store (iOS):**

* Billed by Apple
* Charges appear on Apple account
* Manage through iPhone settings

**Play Store (Android):**

* Billed by Google
* Charges appear on Google account
* Manage through Play Store

**Web/Desktop (Stripe):**

* Billed directly by Allo via Stripe
* Charges appear as "Allo" or "The Mobile First Company"
* Manage through billing portal

***

## Get your invoices

### Subscribed in the app

<Tabs>
  <Tab title="App Store (iOS)">
    ## Apple invoices

    **Invoices sent by Apple:**

    * To your Apple ID email
    * Check App Store purchase history
    * Receipt in email from Apple

    **View purchase history:**

    1. iPhone Settings
    2. Tap your name at top
    3. Media & Purchases
    4. View Account
    5. Purchase History
    6. Find Allo subscription

    **Download invoice:**

    * Open email from Apple
    * Subject: "Your receipt from Apple"
    * PDF attachment included
    * Or request from Apple support
  </Tab>

  <Tab title="Play Store (Android)">
    ## Google invoices

    **Invoices sent by Google:**

    * To your Google account email
    * Check Play Store order history
    * Receipt in email from Google

    **View order history:**

    1. Go to [play.google.com/store/account/orderhistory](https://play.google.com/store/account/orderhistory)
    2. Find Allo subscription
    3. Click on order
    4. View or download receipt

    **Download invoice:**

    * Open email from Google Play
    * Subject: "Your Google Play Order Receipt"
    * PDF or view in browser
  </Tab>
</Tabs>

### Subscribed on web

**Stripe invoices:**

**Automatic email:**

* Sent immediately after each payment
* From: [receipts@stripe.com](mailto:receipts@stripe.com)
* Subject: "Your Allo invoice"
* PDF attachment included

**Access billing portal:**

1. Desktop app > Settings > Billing
2. Click "Manage" on subscription
3. Opens Stripe billing portal
4. View all invoices
5. Download any invoice

**Missing invoice?**

* Check spam/junk folder
* Search for "Allo" or "Stripe" in email
* Contact support with payment date

***

## Payment methods

### View and update payment

<Tabs>
  <Tab title="App Store">
    ## Apple payment

    **Payment managed by Apple:**

    * Cannot change in Allo app
    * Update in iPhone Settings

    **Update payment method:**

    1. iPhone Settings
    2. Tap your name
    3. Payment & Shipping
    4. Add or update card
    5. Changes apply to all Apple subscriptions
  </Tab>

  <Tab title="Play Store">
    ## Google payment

    **Payment managed by Google:**

    * Cannot change in Allo app
    * Update in Google account

    **Update payment method:**

    1. Go to [pay.google.com](https://pay.google.com)
    2. Payment methods
    3. Add or update card
    4. Changes apply to all Google subscriptions
  </Tab>

  <Tab title="Web/Stripe">
    ## Stripe payment

    **Update in billing portal:**

    1. Desktop app > Settings > Billing
    2. Click "Manage subscription"
    3. Opens Stripe portal
    4. Payment methods section
    5. Add new card or update existing
    6. Save changes

    **Accepted cards:**

    * Visa
    * Mastercard
    * American Express
    * Discover
  </Tab>
</Tabs>

***

## Billing cycles

### Monthly billing

**How it works:**

* Charged same day each month
* Example: Subscribe Jan 15 → charged 15th monthly
* Automatic renewal
* Cancel anytime

**Pro-rated charges:**

* Adding seats mid-month → partial charge now, full next month
* Upgrading plan → difference charged immediately

### Annual billing

**How it works:**

* Charged once per year
* One-year commitment
* Better value (save up to 29%)
* Automatic renewal after year

**Reminder:**

* Email sent before renewal
* 7 days notice
* Cancel before renewal if needed

***

## Failed payments

### What happens

**If payment fails:**

**Day 1:**

* Payment attempt fails
* Email notification sent
* Service continues temporarily

**Day 3:**

* Automatic retry
* Second email notification

**Day 7:**

* Final retry attempt
* Service may be suspended
* Final notice email

**After 7 days:**

* Account suspended
* Cannot make/receive calls
* Data preserved for 30 days

### Fix payment issues

**Steps to resolve:**

1. **Update payment method**
   * Follow instructions above for your platform
   * Add valid card with sufficient funds
2. **Payment retries automatically**
   * Once method updated
   * Usually within 24 hours
   * Service restored immediately
3. **Contact support if issues persist**
   * We can manually retry
   * Help resolve billing issues
   * Restore access quickly

***

## Taxes and VAT

### United States

**Sales tax:**

* Applied based on billing address
* Varies by state
* Shown at checkout
* Included in invoice

### European Union

**VAT (Value Added Tax):**

* Applied to EU customers
* Rate depends on country
* Business customers can provide VAT ID
* Reverse charge may apply

**Provide VAT number:**

* Contact support with VAT ID
* We'll add to your account
* Future invoices adjusted

### Other countries

**Local taxes:**

* Applied where required by law
* Shown at checkout
* Included in final price

***

## Company information

### Update billing details

**For proper invoicing:**

**Web subscriptions:**

1. Billing portal > Account details
2. Update company name
3. Add business email
4. Add VAT number (if applicable)
5. Update address
6. Save changes

**App subscriptions:**

* Managed through Apple/Google
* Cannot customize invoice details
* Contact Apple/Google support

***

## Refunds

### Refund policy

**General policy:**

* No refunds for partial billing periods
* Monthly: Cancel anytime, no refund for current month
* Annual: One-year commitment, no refund for early cancellation

**Exceptions:**

* Technical issues preventing service use
* Billing errors
* Duplicate charges

**Request refund:**

1. Contact support
2. Explain situation
3. Provide payment details
4. We'll review and respond

### Platform-specific refunds

**App Store:**

* Request from Apple directly
* Apple decides on refunds
* We cannot process App Store refunds

**Play Store:**

* Request from Google
* Google decides on refunds
* We cannot process Play Store refunds

**Stripe/Web:**

* Contact Allo support
* We process directly
* Faster resolution

***

## Payment history

### View past payments

**Web subscriptions:**

1. Billing portal
2. Invoices section
3. Complete payment history
4. Download any invoice

**App subscriptions:**

* View in App Store or Play Store
* Purchase history
* Download receipts

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Invoice not received">
    **Check:**

    * Spam/junk folder
    * Correct email on file
    * Payment actually processed

    **Solutions:**

    * Check App Store/Play Store receipts
    * Access Stripe billing portal
    * Contact support to resend
  </Accordion>

  <Accordion title="Wrong amount charged">
    **Possible reasons:**

    * Pro-rated charges for mid-cycle changes
    * Added seats
    * Upgraded plan
    * Taxes added

    **Verify:**

    * Check invoice details
    * Review recent account changes
    * Contact support if error
  </Accordion>

  <Accordion title="Duplicate charge">
    **If charged twice:**

    * Contact support immediately
    * Provide transaction dates
    * Include amounts
    * We'll investigate and refund if confirmed

    **Common cause:**

    * Multiple subscriptions (app + web)
    * Check all platforms
  </Accordion>

  <Accordion title="Need VAT invoice">
    **For EU business customers:**

    * Contact support with VAT number
    * We'll add to account
    * Resend invoice with VAT details
    * Future invoices include VAT number
  </Accordion>

  <Accordion title="Card declined">
    **Common reasons:**

    * Insufficient funds
    * Expired card
    * Bank blocking charge
    * Wrong billing address

    **Solutions:**

    * Update payment method
    * Contact your bank
    * Try different card
    * Contact support if persists
  </Accordion>
</AccordionGroup>

***

## Need help with billing?

**Contact support:**

* Email: [support@withallo.com](mailto:support@withallo.com)
* In-app: Settings > Support
* Response time: Under 24 hours

**Include in your message:**

* Account email
* Issue description
* Payment date (if applicable)
* Invoice number (if available)

***

## Related topics

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  <Card title="Contact support" icon="https://mintcdn.com/themobilefirstcompany/yN5XCm7zDDPr0-yn/media/allo-icons/chat-bubble.svg?fit=max&auto=format&n=yN5XCm7zDDPr0-yn&q=85&s=d1817ba8f8b3a0d440cf67199eb899cd" href="/en/support/contact" width="24" height="24" data-path="media/allo-icons/chat-bubble.svg">
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</CardGroup>