1. Check the balance and payment method
For an owner with billing access, open Settings → Billing & Plan, where available. The Wallet Balance is the amount available after open reservations have been taken into account. It can change as other people or jobs in the workspace use paid features. The Card on file section can show a saved card summary. Where enabled, use Add card or Change card, complete the payment form and choose Save card. Check the result. Saving a card is different from adding wallet funds or authorizing automatic top-ups. If the card summary cannot be shown, do not assume that a payment succeeded or that no card is saved.2. Add funds through an available funding route
Only an authorized person should add funds for the business. If a funding control is available to your workspace, review the amount and currency before completing payment. If you cannot find a working funding control, contact support@dispoiq.app for the current authorized route. After payment, check the wallet balance and keep any payment confirmation or reference. Returning from checkout or starting a payment is not itself confirmation that funds were added. If you have payment confirmation but the balance has not updated, contact support before starting another payment for the same amount. Where automatic card funding is actually available, and only under an agreed funding arrangement that you expressly accept and separately authorize, DispoIQ will continue charging the authorized card for wallet top-ups within the agreed amounts, triggers and limits. Saving a card alone does not authorize arbitrary amounts or unlimited charges or retries. A top-up adds funds only after payment succeeds and the funds are confirmed in the wallet. The Top up when balance drops below and Top up by selectors currently do not save an automatic funding arrangement. Do not rely on those selections to replenish the wallet or automatically cover an unpaid balance. Contact support about the available authorized funding route; this guide does not establish that automatic top-ups are active. Support can confirm whether an authorized funding route is available for your workspace and explain its payment steps, eligibility and applicable limits before you authorize payment. If a payment is pending, failed or missing from the wallet, provide its existing reference so support can check the payment and wallet-credit evidence with authorized billing or technical staff. Wait for that outcome before making a replacement payment. Any available automatic arrangement needs a separate funding instruction you expressly accept, identifying the authorized card, amounts, triggers and limits; a saved card or an unsaved selector does not create that arrangement.3. Read holds and final charges separately
A hold is not an additional final charge. When an operation settles, its hold is removed and the applicable final charge is recorded. An unused portion can become available again. A final charge can differ from an estimate; check what your accepted quote or rate schedule actually promises rather than assuming the hold is a price guarantee.
Example only: with a $100 wallet total before subtracting reservations and a $20 open hold, $80 is available for other work. If that operation settles at $12, the hold is removed and the resulting available balance is $88, assuming no other activity. You are charged $12, not $20 plus $12. These amounts illustrate balance arithmetic, not a service price.
4. A failed result is not automatically free
Messaging charges use the accepted customer rate that applies to the attempt. A failed or undelivered message does not itself reduce the agreed charge or create an automatic refund. An accepted cost-plus schedule uses its documented cost basis and agreed markup; a fixed rate follows the agreed fixed and per-unit amounts. If acceptance for sending, chargeable quantity or required cost information is missing or uncertain, the related hold can remain pending. It is not automatically a final charge or proof that no spend occurred. A confirmed refusal before acceptance for sending without incurred spend releases its unincurred reservation. Do not repeat a paid operation simply because the browser timed out or a result is unclear. Contact support with the relevant reference so the existing attempt can be checked. Registration and enrichment are separate operations; this guide does not apply one messaging rule to every unsuccessful operation. Your accepted Terms and the Subscription, cancellation and refund policy, when incorporated, govern charging. The Usage pricing and messaging fees guide explains the units and rates to check; neither page invents a live price or changes an existing accepted schedule through publication alone.5. Check records and ask for missing details
The current billing page does not provide subscription invoice and payment history. It also does not provide a detailed wallet funding or usage-history table. Use available payment confirmations and operation references, and ask support for the details you need to understand an amount. A funding receipt records the payment to add funds; it is not an itemized statement of every wallet-funded action. If you need a receipt, invoice information or an explanation of usage, identify the workspace, date, amount and relevant reference when contacting support. Receipt availability and delivery must be confirmed; this guide does not promise an automatic email for every payment. Support handles charge and record questions by logging the request, checking your authority for the workspace, and comparing the accepted purchase or rate schedule with available payment, usage and hold evidence. It coordinates authorized billing or technical review of pending outcomes, missing credits and suspected errors, and explains the confirmed result or what remains unresolved. Ask which receipt, invoice information or usage details can be provided for your request; the absence of an on-screen history does not itself establish that a charge is correct or incorrect. You can contact support about these records, corrections, expressly owed refunds and retained purchased funds even after ordinary paid access ends or is restricted. Support will arrange an appropriate way to provide further evidence or eligible records while protecting other people’s information. This procedure does not extend app access, activate funding or promise a response deadline or a complete statement in a particular format.6. If payment or paid work is blocked
An incomplete or failed funding payment does not itself add funds. A saved-card change does not prove that an earlier payment or subscription balance has been resolved. Check the payment result and contact support if the amount or status is unclear. New wallet-funded work can be blocked when available funds are insufficient. A balance-reconciliation warning or deficit alert also needs attention. If you see one, stop repeating the affected action and contact support about the balance and existing charges. Adding funds does not independently resolve a registration restriction, a subscription-payment failure or an uncertain operation. Valid charges for already-authorized usage are owed in full under the accepted customer rate, even if the final charge exceeds its reservation or the paid wallet balance. Final settlement can therefore make the posted wallet balance negative; any resulting unpaid valid final charges remain payable. This does not permit starting new paid work without the required available funds. A negative available balance can also reflect other open holds, even when the posted balance is positive. Those pending holds are not final charges or an additional amount owed merely because they reduce availability. Check settled charges and pending holds separately when resolving a balance; use an authorized funding route, with any card top-ups governed by §2. A successful top-up applied to an existing valid usage deficit funds that charge; it does not create a second usage charge, and the same charge is not collected twice. This guide adds no retry charge, late fee or collection fee. Payment failure does not automatically cancel subscription renewal or forfeit purchased wallet funds. Verified billing-error corrections and all applicable-law and expressly owed refund rights in §7 remain available.7. Refunds, retained funds and billing questions
Subscription payments and unused wallet funds purchased with money are ordinarily nonrefundable. Unused purchased wallet funds are retained for reactivation; ordinary cancellation and the data export/deletion windows do not expire or forfeit them. Retention does not extend ordinary paid app access or guarantee restoration of every feature or resource. The Subscription, cancellation and refund policy, when incorporated, preserves corrections for verified billing errors and rights required by applicable law. It also preserves the subscription refunds described in that policy for qualifying DispoIQ-caused full-access suspension, and the applicable unused subscription and purchased-wallet refunds for DispoIQ’s material uncured breach or early convenience termination. The applicable calculation and conditions follow your accepted agreement; charges already paid or deducted are not deducted again from an owed refund. Email support@dispoiq.app with:- Your workspace and your authority to ask about its billing.
- The date, amount and payment or operation reference, if available.
- Whether the question concerns funding, a pending hold, a final charge, a missing receipt or a suspected error.
- A short explanation of what appears wrong.