Everything to do with paying for IntelliDesk lives under Settings → Billing. Payments are handled by Stripe, so card details and invoices are managed on Stripe's secure billing page, which IntelliDesk opens for you.
Who can manage billing
Only organization admins can subscribe or change billing. The person who created the workspace is an organization admin. Everyone else sees "Only organization admins can manage billing." on the Billing page.
Being a Manager on a help desk doesn't make you an organization admin: desk roles control tickets and desk settings, not billing. If your admin has left, ask another organization admin to take over, or contact support (see Getting help from IntelliDesk support: questions, bugs and feature requests).
What the Billing page shows
- A status badge: Trial, Active, Read Only, Locked or Cancelled (or Free for a complimentary workspace).
- Plan Summary: how many agent seats you're using out of your limit, your number of Agent packs, and your Monthly total.
- Actions: Subscribe Now, Subscribe again or Manage in Stripe, depending on your status.
Prices are shown in the currency you're billed in: rand for South African workspaces, US dollars for everyone else (see Plans and pricing: what IntelliDesk costs and what counts as an agent). Once Stripe has billed you in a currency, you stay in it.
Subscribing
- Go to Settings → Billing and click Subscribe Now. (During the last 14 days of your trial there's also a Subscribe button at the bottom of the sidebar.)
- You're taken to Stripe's checkout. It already includes the base plan plus enough agent packs for the managers and agents you have today.
- Enter your card and confirm. You come back to Settings → Billing, and the status changes to Active.
Billing starts on the day you subscribe and repeats monthly. If your workspace was read-only or locked, it's fully usable again straight away.
Subscribing again after cancelling
If your subscription was cancelled or has ended, the Billing page shows Your subscription has ended and a Subscribe again button. It starts a paid subscription straight away (there's no new free trial), and full access returns as soon as Stripe confirms the payment. See How do I cancel my subscription, and what happens to my data?
Changing your card, adding agent packs, and invoices
Click Manage in Stripe on Settings → Billing. Stripe's billing page opens, where you can:
- update your payment card;
- see your invoices and payment history, and download them;
- change your subscription, such as the number of agent packs. Changes are prorated.
When you're done, use the link on that page to return to IntelliDesk. If you don't see the option you need there, email support@intellidesk.co.
If a payment fails
Stripe retries a failed payment a few times. If it still can't be collected, the workspace becomes read-only for 14 days: everyone can still see everything, but nobody can make changes. A banner across the top says "Your last payment failed — update your payment method to make changes. You can still view your data." with an Update payment button, and trying to change something shows "Your last payment failed — update your payment method to make changes." Update your card with Manage in Stripe; once a payment goes through, the workspace becomes Active again automatically. If it isn't paid within the 14 days, the workspace is locked until it is.
If Stripe gives up and ends the subscription instead, the message becomes "Your subscription has ended — resubscribe to make changes." and you subscribe again from Settings → Billing.
If checkout says your subscription is still active in Stripe (for example an unpaid one still being retried), use Manage in Stripe to update the card instead of subscribing again, so you're never billed twice.
Free workspaces
A few workspaces have been given complimentary access by IntelliDesk. Their Billing page shows Free workspace, with no trial countdown and nothing to pay.
Related: Plans and pricing: what IntelliDesk costs and what counts as an agent · How do I cancel my subscription, and what happens to my data? · How long is the free trial, and what happens when it ends?