Billing happens in two places:
- Xobito subscription — your monthly/yearly plan, charged by Xobito.
- Meta conversation fees — per-conversation charges from Meta for sending WhatsApp messages, charged by Meta.
Payment failed
Symptom: Your subscription renewal didn’t go through. You received an email titled “Payment failed”.Why it usually happens
Card expired
Card expired
The most common cause. Check the expiry on your stored card.
Insufficient funds
Insufficient funds
Especially for debit cards — make sure the balance covers the renewal.
Bank declined
Bank declined
Banks sometimes flag subscription renewals as suspicious. Call your bank.
3D Secure challenge
3D Secure challenge
Some regions require you to authenticate each renewal. Xobito emails you a link to complete the challenge.
Incorrect billing postal code
Incorrect billing postal code
The postal code on your Xobito card doesn’t match what your bank has on file.
Fix
What happens if retries keep failing
Xobito retries automatically up to three times over five days:- Day 0 — first attempt fails, email sent.
- Day 1 — retry.
- Day 3 — retry.
- Day 5 — retry.
- Day 5+ — workspace flipped to read-only until you fix billing.
Coupon not working
Symptom: You enter a coupon code and get “Invalid code” or the discount doesn’t apply.Fix
Check for whitespace
Trailing spaces (common when copy-pasting) invalidate the code. Delete and retype if in doubt.
Check plan eligibility
Some coupons only apply to specific plans (e.g. “Growth or higher”, “Annual only”).
Unexpected charges
”My Xobito invoice looks right — but I also got charged by Meta / Facebook”
Yes. Meta charges you separately for WhatsApp conversations based on category and country. This is not an error.| Who charges what | Charged by | Where to see |
|---|---|---|
| Xobito subscription (plan fee) | Xobito | Xobito → Settings → Billing |
| WhatsApp conversations (per-conversation fee) | Meta | Meta Business Manager → Billing |
| WhatsApp phone-number lease (if applicable) | Meta | Meta Business Manager → Billing |
”I was charged more than my plan this month”
Most likely: You exceeded a usage limit — extra staff seats, extra contacts, extra campaigns — and overages were added.”I was charged after I cancelled”
If you cancelled mid-period, you keep access until the period ends but you aren’t charged again. If you were charged after cancelling, one of these happened:- Cancellation didn’t go through — check that the banner says “Subscription cancelled”.
- You reactivated and forgot.
- The charge is from Meta (conversation fees), not Xobito.
Plan downgrade limits
Symptom: You try to downgrade and get a message like “Downgrade blocked — you have 8 staff, but the target plan allows only 5”.Why
Downgrading to a plan with lower limits is only allowed when current usage fits within those limits.Fix
Xobito shows a pre-downgrade checklist. Work through it:Too many staff
Too many staff
Go to Team → Staff and remove agents you no longer need. Their chat history remains; only access is revoked.
Too many contacts
Too many contacts
Delete contacts you no longer need — see Contact Issues → Bulk delete.
Too many automations / bot flows
Too many automations / bot flows
Deactivate or delete automations you don’t use.
Feature restrictions
Feature restrictions
Some features are locked on lower plans (e.g. advanced analytics). You can still downgrade but lose access to those features.
Cancellation questions
”Can I pause my subscription instead of cancelling?”
For most plans, yes. Go to Billing → Change Plan → Pause subscription. A pause:- Stops future charges.
- Switches the workspace to read-only.
- Preserves all data and settings.
- Lets you resume at any time with one click.
”Will you delete my data if I cancel?”
No — not immediately. You have 90 days of read-only access to export whatever you need. After 90 days, the workspace enters a deletion queue and is permanently removed.”Can I get a refund?”
Refund policy depends on when you paid and which plan:- Monthly plans — no refund for partial months; access continues until period end.
- Annual plans — pro-rata refund within the first 30 days only.
- Disputed charges — email billing@xobito.com with the invoice.
”How do I export my data before cancelling?”
See FAQ → How do I export my data? for more.
Invoice questions
”I need the invoice addressed to a different company”
Update your billing info before the invoice is generated:Save
Future invoices use the new details. Past invoices can often be re-issued — email billing@xobito.com.
”I need a VAT / GST invoice”
Enter your tax ID under Billing → Billing Info. Future invoices include the tax breakdown and your tax ID. For past invoices, email billing@xobito.com.”The invoice is missing from my list”
Invoices are generated when a payment is processed. If a renewal didn’t go through (see Payment failed), no invoice is created.Receiving multiple billing emails
Symptom: You or your colleagues get billing emails you don’t want. Only the Billing contact on your workspace receives billing emails.Update the billing email
Set it to the one person / shared inbox that should receive billing notifications.
Contact billing support
For any unresolved billing issue:- Email billing@xobito.com with your workspace name and the invoice number.
- Response time: 1 business day.
Related
Billing & Subscription
The full billing guide.
FAQ
Frequently asked questions.