Plan and billing

Overview

Plan and billing is the billing home for a self-serve SalesHive workspace. It shows your plan, price per seat, status, seats in use, monthly total, key dates, this month's credits and video call minutes, your recent invoices and who receives them, the workspace name your team sees, the mailing address printed on your campaign emails, and a history of seat changes. Workspace admins use it to start the plan, change seats right on the page, buy extra AI credits, choose who gets invoices, rename the workspace, set the mailing address on campaign emails, update payment, open Stripe billing and ask SalesHive to run outbound for them as a managed service. While the workspace is paused or canceled, or a payment has been past due for more than 21 days, admins can download the workspace's data. Once the plan is canceled, or if the workspace never started a paid plan, admins can ask us to delete it. If a mailbox is paused because too many campaign emails bounced or too many recipients unsubscribed, admins resume it here too. If Google or Microsoft disconnects a mailbox, a Reconnect your mailbox card links to Email accounts so anyone can sign in to it again. Other members can read it. Anyone in the workspace can click How billing works for a plain explanation of how billing runs, or Get help to read the sending or teammates articles or ask our team a question. While the plan is not running, or a payment has been past due for more than 21 days, workspace members land here after signing in. Teammates who are not Client Admins also land here when the workspace has had more teammates than seats past its grace period. The page only exists for self-serve workspaces; managed clients keep using Client Billing.

How to use this page

Check your plan at a glance
The top card shows the plan name, your workspace, the price per seat and a status pill: Not started, Free trial, Active, Ending, Past due, Paused or Canceled. Below it you see Seats (in use of purchased), Monthly total (Yearly total on a yearly plan), the trial end, renewal or end date, and the estimated first or next charge.
Resume sending after a mailbox pause
If too many campaign emails from one of your mailboxes bounce, or too many recipients unsubscribe, SalesHive pauses campaign sending from that mailbox to protect your domain. A card then appears at the top of this page titled Campaign sending is paused for bounces or for unsubscribes. It names the mailbox, when the pause started and how many recent emails bounced or how many recipients unsubscribed. Fix the cause first (clean the list for bounces; check the list fits your offer and the copy is relevant for unsubscribes), then a workspace admin clicks Resume sending beside that mailbox. Other members see a note asking them to contact their admin. Click How sending works on the card to read why these pauses happen and how to avoid them.
Reconnect a disconnected mailbox
If Google or Microsoft disconnects one of your mailboxes, a Reconnect your mailbox card appears near the top of this page naming each one. Campaign emails from it cannot send and its new replies stop syncing until someone signs in again. Select Reconnect to open Email accounts, choose Reconnect next to that mailbox and sign in with its own account. Anyone in the workspace can do this.
Check your credits
While your plan is running (free trial, active, or past due for up to 21 days), the Credits this month card shows a meter for AI credits and, when your plan includes data credits, one for data credits, with how many are left, how many are used of this month's allowance and any extra credits added. Self-serve workspaces also see a Video call minutes meter with the minutes left this month. The card also shows the date credits and minutes refill. The meter turns amber once 80 percent is used and red when none are left. If AI credits run out, a notice tells you when they refill and, during a trial or active plan, that more can be added now. If video call minutes run out, a notice says calls keep working without notes or transcription until the refill date.
Add AI credits
During a free trial or while your plan is active, admins see Add AI credits under the credit meters. Click it, then use minus and plus to pick from 1 to 10 packs. The panel shows how many AI credits each pack adds, its price and your one-time total. Click Continue to payment to pay in Stripe, or Cancel to close. You come back here with a note once the credits are added, or that Stripe is still confirming.
Finish setting up your workspace
While your plan is running and setup is not finished, admins see a Get your workspace set up card with how many steps are done and the next one. Click Continue setup to open the Get set up checklist. The card goes away once every required step is done; inviting a teammate is optional and does not count.
Start or restart your plan
If the plan has not started, the Start your plan card appears (Restart your plan after a cancellation). If a Billing choice shows, pick Monthly or Yearly. Use the minus and plus buttons to pick your seats; the total updates as you go. The count starts at one seat per active member and cannot go lower, so everyone keeps access; remove a teammate in Users to choose fewer. Click Start free trial (or Continue to checkout when no trial applies) to finish in Stripe. If a teammate joined after you opened the page, checkout stops and the page reloads with the new count. The card hides while the page confirms a checkout you just finished.
Change your seats
Once the plan is running, click Change seats. A panel opens with the new seat count, your current seats and how many are in use. Use minus and plus to set the count; the panel shows the new monthly or yearly total and the difference. It then checks the charge with Stripe and shows it, for example an amount added to your next invoice on a date (monthly), Due today (yearly), or $0 today during your free trial with your first charge. Removing seats shows About before the credit, since the credit is worked out when you save and can differ by a few cents. Click Save seats to apply it straight away. If the charge on screen is over 10 minutes old, Save seats first checks it again (the button reads Checking the charge...). If the amount moved, nothing is saved: the panel shows the new charge and asks you to check it and press Save seats again. After saving, a note confirms the new seat count and repeats the charge when Stripe used the amount shown; otherwise it says the exact amount shows on your invoice. On a yearly plan, if the card payment for added seats does not go through, your seats stay as they were and your plan stays in good standing. The change then waits on its open invoice: a warning on the page names the date and time it expires, and Change seats is hidden until the invoice is paid or expires. Click Pay seat invoice to pay it (or confirm it with your bank) and the seats are added. If it is not paid in time, the change is canceled and you keep your current seats. When you reach the plan's top seat count, the panel says how high the plan goes. Click Cancel to close without changes.
Ask for more seats than the plan allows
When every seat the plan sells is already in use, workspace admins see Ask about more seats beside Change seats (the Users page links here too). Click it, optionally enter how many seats you need and anything we should know, then click Send request, or Not now to close it. Our team gets your request and will be in touch; nothing changes on your seats or bill. For 7 days after you send it, the panel shows the date you asked instead of the form.
Update payment or manage billing
When a payment has failed, click Update payment to replace your card in Stripe; you come back here after. Click Pay invoice to open the unpaid invoice in Stripe and pay it now. If your bank is holding the payment for a security check, the page says Your bank needs you to confirm this payment; click Confirm payment to open the invoice in Stripe and approve it with your bank. If your free trial ends soon and no payment method is on file, click Add payment method. Click Manage billing to open Stripe, where you can update your card and billing details, download invoices or cancel the plan.
Download your data or ask us to delete it
While the workspace is paused or canceled, or a payment has been past due for more than 21 days, a Your data card appears. Click Contacts CSV, Deals CSV, Companies CSV, Meetings CSV, Campaign results CSV or Unsubscribes CSV to download a copy. Keep the unsubscribes file with your contacts so anyone who opted out is never emailed again, whatever tool you use next. Only workspace admins and SalesHive staff see the download buttons. Once the plan is canceled, a workspace admin also sees Ask us to delete this workspace's data. If the workspace never started a paid plan, the same button sits in a smaller Your data card with no downloads. Click it, add anything we should know if you like, then click Send deletion request, or Keep my data to close it. Our team reviews every request and confirms with you before anything is deleted. Deleted data cannot be recovered, so download what you want to keep first. The card then shows the date you asked until our team closes the request. After that, the button comes back if you need to ask again.
Ask about the managed service
In the Want SalesHive to run it for you? card, click Ask about managed service. Add a note about what you would like help with if you like, then click Send request (or Cancel). The card then shows the date you asked. When our team has your proposal ready, the card changes to Your managed service proposal is ready; click Open Deal Room to review and sign it.
Review invoices and who gets them
The top of the Invoices card shows the email that receives invoices, receipts and payment notices. To send them to someone else, a workspace admin clicks Change, picks a teammate under Send invoices to, then clicks Save (or Cancel). Future invoices go to that teammate; past invoices stay as they are. Below that, the card lists your last 12 invoices with the date, a status badge and the total. Click View to open an invoice in Stripe or PDF to download it.
Rename your workspace
The Workspace name card, below Invoices, shows the name your team sees in SalesHive. It starts as the company name entered at signup. To change it, for example to fix a typo or after a rebrand, a workspace admin clicks Rename, types the new name (up to 120 characters), then clicks Save (or Cancel). Use your company name. Names that contain a word like Test, QA or Dev are fine, but a name made only of test words, or one containing SalesHive, is refused with That name is reserved. Enter your company name. The new name shows at the top of this page right away. Other members see the name and a note to ask a workspace admin to change it.
Set the mailing address on your emails
The Mailing address on your emails card, below Workspace name, shows the postal address recipients see under the unsubscribe link at the bottom of every campaign email. It starts as the billing address you entered at checkout. To change it, a workspace admin clicks Edit (or Add address when none is complete), fills in Company name, Street address, City, State or region, Postal code and Country, then clicks Save (or Cancel). Leave Country blank for the United States. New campaign emails use the saved address. The Add mailing address links on Get set up and on a campaign that cannot launch bring you straight to this card with the form already open. Other members see the address but cannot change it.
See past seat changes
Once a plan has been started, the Seat changes card near the bottom of the page lists your last 10 seat changes, newest first. Each shows Added or Removed with the number of seats, the date, the old and new count (for example 3 to 5), and where it was made: by the email of whoever saved it on this page, or in Stripe billing when changed through Manage billing. Until the first change it says No seat changes yet.

What the buttons do

Minus and plus (Seats): Remove or add a seat, up to the plan's seat limit. When starting or restarting the plan, and in the Change seats panel, you cannot go below the number of active members. Adding seats is always allowed.
How billing works: Shows under the status pill at the top. Opens a side panel that explains how your plan is billed: what it includes (video call minutes too), AI credits (adding more and what happens when they run out), the free trial, seat changes and their exact charge, card and billing details, invoices, failed payments, canceling and the managed service. Use the links at the top of the panel to jump to a topic. Everyone in the workspace can open it.
Get help: Sits beside How billing works at the top. Opens a short menu: How billing works opens the billing explanation in place, How sending works opens the "How campaign sending works" article: daily limits for each mailbox, your domain's DNS records, address checks, pauses for bounces and unsubscribes, your mailing address and unsubscribes (also in place), Teammates and seats opens the "Teammates, roles and seats" article: the Admin and Member roles, adding teammates, seat charges and when someone leaves (also in place), Getting started opens the "Getting started and moving from HubSpot" article: your setup steps and moving contacts, companies and deals from HubSpot (also in place), and Ask our team opens the feedback form so you can send a question or report a problem. Replies show under My feedback. Every member of the workspace sees it, including while the plan is paused or canceled; SalesHive staff do not. Links from other pages, such as How seats work on the Seats banner or Teammates and seats in Get help elsewhere, open this page with that article already open.
Start free trial / Continue to checkout: Opens Stripe Checkout for the seats you picked. Start free trial shows when a trial applies; Checkout then notes that nothing is charged today, gives the trial length and the date of your first charge, and says each card gets one free trial. A restarted plan has no second trial, and a card that already had a free trial on another workspace starts the plan paid right after checkout.
Ask to join the newer workspace: Appears for a workspace admin only when checkout is refused because a colleague started a newer workspace for your company. Sends that workspace's admins an in-app request to add you, then shows who was told.
Change seats: Opens the seat panel on this page. Shows during a trial, while active and while past due, but is hidden while a yearly seat change waits on its invoice. The Add seats button in the more-teammates-than-seats warning opens the same panel.
Resume sending: Shows to workspace admins beside each paused mailbox. Lifts the pause for that mailbox for 72 hours; after that its bounces and unsubscribes are checked again on what it sent since.
Reconnect (mailbox notice): Self-serve only. Shows beside each disconnected mailbox in the Reconnect your mailbox notice and opens Email accounts, where you sign in to that mailbox again.
Add seats / Remove teammates: Shows to workspace admins when there are more teammates than seats, with the date after which only Client Admins keep access. Add seats opens Change seats set to one seat per teammate; Remove teammates opens Users.
Save seats / Cancel: Save seats applies the new count to your plan right away, for the charge shown in the panel. A removal credit reads About, since it counts from the save. If the charge shown is over 10 minutes old, Save seats checks it again first and stops to show the new amount if it changed. It is available once the count differs from today and the charge has finished loading. Cancel closes the panel without changes.
Pay seat invoice: Shows to workspace admins in the warning that appears while a yearly seat change waits on payment. Opens the open seat invoice in Stripe in a new tab. Other members see a note asking an admin to pay it. If the invoice link is not available yet, the warning asks admins to find it in Manage billing.
Ask about more seats / Send request / Not now: Shows to workspace admins only when the plan is already at its top seat count. Ask about more seats opens the Change seats panel with a short request: an optional seat count (above the plan's top count) and an optional note. Send request sends it to our team without changing your plan; Not now closes it. After sending, the panel shows the date you asked for 7 days.
Add AI credits: Opens the credit pack panel under the credit meters. Shows to workspace admins during a free trial or while the plan is active.
Minus and plus (AI credit packs) / Continue to payment: Pick from 1 to 10 packs; the one-time total updates as you go. Continue to payment opens Stripe Checkout for that amount. Cancel closes the panel without buying.
Update payment: Opens Stripe to replace your payment method. Shows when a payment is past due or the workspace is paused.
Confirm payment: Opens the invoice on Stripe's payment page in a new tab so you can confirm a payment your bank is holding for a security check (3D Secure). Shows to workspace admins in place of Pay invoice when the bank needs that confirmation; Update payment stays beside it.
Add payment method: Opens Stripe to add a card. Shows to workspace admins in the last 3 days of a free trial when no payment method is on file.
Pay invoice: Opens the unpaid invoice on Stripe's payment page in a new tab so you can pay it now. Shows to workspace admins when a payment is past due or the workspace is paused and Stripe has an open invoice. When your bank needs you to confirm the payment, Confirm payment shows instead.
Manage billing: Opens the Stripe billing portal for card, billing details, invoices and cancelling. The portal also links to the SalesHive Terms of Service and Privacy Policy.
Change / Save / Cancel (invoice email): Change opens a teammate picker under Invoices. Save sends future invoices, receipts and payment notices to the chosen teammate; Cancel closes it. Shows to workspace admins when there is at least one other active teammate to pick.
View / PDF: Open an invoice in Stripe or download its PDF.
Rename / Save / Cancel (workspace name): Rename opens a name field on the Workspace name card. Save updates the name your team sees in SalesHive; it cannot be left blank, and reserved names (such as one made only of words like test or demo, or one containing SalesHive) are refused with a message under the field. Cancel closes the field without changes. Shows to workspace admins only. It does not change the company name on invoices.
Edit / Add address / Save / Cancel (mailing address): Edit (Add address when no complete address is on file) opens the address form on the Mailing address on your emails card. Save checks that company name, street, city, postal code and, for the United States, state are filled in, then updates the footer line. Cancel closes the form without changes. Shows to workspace admins only.
Continue setup: Opens the Get set up checklist. Shows to workspace admins during a trial, while active and while past due, until every required setup step is done.
Contacts, Deals, Companies, Meetings, Campaign results and Unsubscribes CSV: Download a copy of that part of the workspace as a CSV file. Shows in the Your data card to workspace admins and SalesHive staff while the workspace is paused or canceled, or past due for more than 21 days.
Ask us to delete this workspace's data / Send deletion request / Keep my data: Shows to workspace admins in the Your data card once the plan is canceled, or if the workspace never started a paid plan. Ask us to delete this workspace's data opens a short confirm step with an optional note (up to 1,000 characters). Send deletion request sends it to our team; nothing is deleted until we review it and confirm with you. Keep my data closes it. After sending, the card shows the date you asked instead of the button until our team closes the request.
Ask about managed service / Send request: Opens a short optional note, then sends your request to the SalesHive team. Shows to workspace admins until a request has been sent.
Open Deal Room: Opens your Deal Room to review and sign the managed service proposal. Shows once the proposal is ready and your plan is running.

Common questions

Only a workspace admin sees the billing buttons. Other members can read the page and see a note asking them to contact their admin. SalesHive staff see it read-only.

Self-serve workspaces do not have a SalesHive strategist. For a quick answer, open the ? help button on any page and click Ask about this page. While your plan is running, it answers questions about your plan, price, seats, free trial, credits, invoices, payments, canceling, sending, teammates and roles, getting set up and importing from HubSpot, using this workspace's plan details and the billing, sending, teammates and getting started articles. It is read-only: it tells you where to make a change and when only a workspace admin can. Every member of the workspace can use it. You can also click Get help at the top of this page. Choose How billing works, How sending works, Teammates and seats or Getting started to read that help article, or Ask our team to send us a question, for example about a refund or a billing mistake. With Ask our team, the feedback form opens; describe your question or problem and click Send feedback. Our team is alerted and replies under My feedback. Get help works for every member of the workspace, even while the plan is paused or canceled.

You return to this page. It confirms the checkout with Stripe, which can take a few seconds, then shows your plan and opens the rest of the workspace. While it checks, the Start your plan card stays hidden. If it still says Stripe is confirming, reload in a minute. If you press Start your plan again and Stripe already has your plan, nothing new is charged: the page says your plan is already set up and reloads to show it, with Manage billing. If you cancel checkout, nothing is charged.

The Change seats panel shows the charge from Stripe before you save. Adding seats charges exactly that amount. If you already changed seats earlier this billing period, the panel shows only the new change, not the earlier one added on top. Removing seats credits the unused time from the moment you save, so the panel shows About and the credit can differ by a few cents. If you wait more than 10 minutes before saving, Save seats checks the charge again and shows you any new amount before anything is charged. During a free trial nothing is charged; your first charge reflects the new seat count. On a monthly plan, added seats are charged for the rest of the billing period on your next invoice, and unused time on removed seats is credited on it. On a yearly plan, added seats are charged to your card on file when you save (if that payment does not go through, the seats stay as they were and the plan is not marked past due), and removed seats become a credit on your account that comes off your next invoice. If the charge cannot be loaded, the panel shows a general note on how the change is billed instead.

On a yearly plan, added seats are only added once their invoice is paid. While that invoice is open, the page shows the change waiting on payment with the date and time it expires, and seats cannot change again, because a second change would cancel the invoice you are paying. A workspace admin clicks Pay seat invoice to pay it. If it is not paid by then, the change is canceled, you keep your current seats and Change seats comes back.

You need at least one seat for each active member, and never fewer than the plan minimum. This applies when you start or restart the plan and when you change seats later. To go lower, remove a teammate in Users first.

The Change seats panel shows how many seats the plan goes up to. Once you have all of them, a workspace admin clicks Ask about more seats on this page, optionally adds how many seats you need and a note, and clicks Send request. Our team will get back to you. Sending it does not change your seats or charges. For 7 days the page shows the date you asked, so there is no need to ask again.

Yes. The Seat changes card lists the last 10 changes with the date and the old and new count. Changes saved on this page show the email of whoever saved them. Changes made through Manage billing show as in Stripe billing, since Stripe does not say who made them. Everyone in the workspace can see the card.

No. It is seats times the price per seat, before tax and any discount. Stripe sends the final invoice.

The Invoices card shows the email Stripe sends invoices, receipts and payment notices to. If no email is on file yet, invoices go to the admin who starts the plan. A workspace admin can click Change and pick any active teammate; to pick someone new, invite them in Users first. If the email was changed in Manage billing, the page shows it and may note it is not a teammate in this workspace. Other members can see the email but cannot change it.

Each invoice's badge comes from Stripe: Paid, Due, Past due (open and past its due date), Unpaid, Void or Draft. It usually changes to Paid as soon as Stripe confirms the payment. If that update is missed, a check that runs every hour reads unpaid invoices back from Stripe and corrects the badge and link, so there is nothing you need to do. To see the current status straight away, click View to open the invoice in Stripe.

No. The Workspace name card only changes the name your team sees in SalesHive. The company name on invoices comes from the billing details entered at checkout; once a plan has started, a workspace admin changes it in Manage billing.

SalesHive keeps a few names for its own internal and test accounts. A workspace name is refused when it contains SalesHive (with or without a space), is exactly CRS or another internal name, or is made only of test words such as test, testing, QA, dev, demo or sandbox. Real company names that include one of those words, like a name with Test or QA in it, are allowed. The same rule applies to the company name when you sign up. Workspaces already named this way keep their name until it is next changed.

Anti-spam law requires a postal address in every campaign email, so your workspace's address prints under the unsubscribe link. It is copied from the billing address you entered at checkout, and a workspace admin can change it on this page. Changing it here does not change your billing address in Stripe. Campaign emails from a self-serve workspace never use SalesHive's address, so until a complete address is saved, your campaigns keep their status but wait to send. They pick up on their own once an admin saves it.

Each seat adds a monthly allowance of AI credits, plus data credits if your plan includes them, shared across the workspace. A plan without data credits leaves them off this page. While your plan is running, the Credits this month card shows what is left. Credits refill on the first of each month and unused credits do not roll over. Seats added partway through a month add credits for the rest of that month only, and removed seats take back the same share; from the next first of the month every seat adds its full credits. Usage on the page updates about every 15 minutes, so a very recent action may not show yet. When AI credits run out, AI writing (such as generating campaign email templates, call scripts and email drafts) pauses and shows the refill date, AI triage of new inbox replies is skipped, and video calls keep their transcript but get no AI notes, summary or analysis, until credits refill or a workspace admin adds more. Before the plan starts, while it is paused or canceled, or once a payment has been past due for more than 21 days, the card shows what each seat includes instead, and no new monthly credits are added.

Each seat adds a monthly allowance of video call minutes with AI notes and live transcription, shared across the workspace. Calls your team holds with each other and with prospects count; calls SalesHive staff hold with you do not. The Video call minutes meter on the Credits this month card shows what is left. Once the minutes are used, new calls still work but run without notes or transcription until the minutes refill on the first of the month. A call that started before the minutes ran out keeps its notes and transcript to the end. Unused minutes do not roll over, and minutes cannot be bought separately.

Yes, during a free trial or while your plan is active. A workspace admin clicks Add AI credits on the Credits this month card and pays once in Stripe; it is separate from your seat charges. Credits are added once the payment goes through, usually right when you return to this page. If it says Stripe is confirming, the page checks again in a few seconds. Bought credits last until your next monthly refill and do not roll over. Buying is not open while a payment is past due or the workspace is paused or canceled. When credits run out, other members see a note asking them to ask an admin.

Yes. Each workspace admin gets an in-app notice when 80 percent of this month's AI credits are used, and another, also sent by email, when they are used up. Each comes once a month and opens the Credits this month card on this page. It says when credits refill, whether AI writing pauses, and, during a trial or active plan, that you can add more. There is no alert for data credits. Under AI Credit Alerts in Settings, Notifications, turn off Email to stop the email, or In-App to keep them from badging the bell.

Your workspace has more active teammates than paid seats, which can happen after lowering seats in Stripe. New teammates cannot be added until everyone has a seat, and you have a short grace period to fix it: the warning names the date. After that date, only Client Admins can use the workspace. Other teammates are sent to this page until seats are added or teammates are removed. Nothing is deleted, and access comes back as soon as the count fits. Workspace admins see a Seats banner across the app (unless a payment or trial notice is already showing) and a warning on this page, each with Add seats and Remove teammates. Add seats opens Change seats already set to one seat per teammate; Remove teammates opens Users. How seats work on the banner opens the "Teammates, roles and seats" article here. Other members see a note asking them to ask an admin to add seats.

In the last 3 days of a free trial, a Free trial banner appears across the app and this page shows the date the trial ends. If a card is on file, it says what the card will be charged then (seats times price, plus tax where it applies; the amount is left out when a discount applies). If no payment method is on file, it asks you to add one to keep your workspace: admins click Add payment method, and other members are asked to contact an admin. When a card is on file, each workspace admin also gets one email about 3 days before the trial ends with the end date, what the card will be charged and a link to this page to change seats or cancel. The notice and the email do not come once the plan is set to end.

Each card gets one free trial. If the card you add at checkout already started a free trial on another workspace, the trial ends right after checkout, your plan starts right away and Stripe charges the first billing period. For 30 days after that, this page shows a note: This card already had a free trial, so your plan started today (or on the start date). A plan restarted after a cancellation also has no second trial.

Past due means the last payment did not go through. The page shows the amount owed, the date Stripe will try again when one is scheduled, and the day access pauses: update your card or pay the invoice by that date to keep using SalesHive (or confirm it by then when your bank holds the payment). The banner across the app and the failed payment notice give the same date. Everything keeps working, campaign emails included, until then: 21 days counted from the first invoice that went unpaid after your last successful payment, so an older invoice that was never paid does not cut that time short. If it is still unpaid after that, the status still reads Past due but the workspace works like a paused one and this page uses the paused wording: only this page and the feedback form are open, campaign emails wait, no new monthly credits are added, and admins can download your data. Paying the invoice brings everything back on its own, with no other step. Each workspace admin also gets an in-app and push notice for each failed attempt that opens this page (turn it off under Failed Payments in Settings, Notifications). Click Update payment to change your card, or Pay invoice to pay the open invoice in Stripe now. If it says Your bank needs you to confirm this payment, your card was not declined: the bank wants a security check (3D Secure). A workspace admin clicks Confirm payment, here or on the Confirm banner across the app, and approves it on the Stripe invoice page. Other members are asked to have an admin confirm it. A declined charge for added seats on a yearly plan is different: your seats stay as they were, the plan does not go past due and no failed payment notice is sent; the warning on this page tells you what to do. Paused means payment is overdue: only this page and the feedback form are open and campaign emails are on hold, though you can still download your data. Your data is kept and everything, campaigns included, picks up again once the payment goes through or is confirmed.

SalesHive pauses a self-serve mailbox when at least 40 of its campaign emails went out in the last 72 hours and too many of them bounced (8 percent by default) or too many recipients unsubscribed (5 percent by default). Unsubscribes count when a recipient opts out after the email, by the unsubscribe link or a reply; addresses added to the list by hand do not count. If both are high, the pause is for bounces. Your campaigns keep their status and queued follow-ups wait on that mailbox. Each workspace admin gets one notice, in app and by email, that links here (turn off Email for Sending Paused for Bounces or Sending Paused for Unsubscribes in Settings, Notifications to stop the email). After a workspace admin clicks Resume sending, the mailbox sends again for 72 hours, then is checked again and paused again if bounces or unsubscribes stay high. The same pause banner and Resume sending button also show on the Campaigns page and the campaign's own page. How sending works on the card, or in the Get help menu, opens the full sending article.

Self-serve workspaces only. Google or Microsoft stopped letting SalesHive use one of your connected mailboxes, usually after a password change, an admin removing access, or an expired sign in. Until someone signs in to it again, campaign emails from it cannot send and new replies to it do not reach your inbox. The notice sits near the top of Plan and billing and lists every disconnected mailbox in the workspace. Select Reconnect to open Email accounts, then choose Reconnect next to that mailbox and sign in with its own account. Anyone in the workspace sees the notice, since the mailbox owner is the one who can sign in. Workspace admins also get one email each time a mailbox is disconnected, and the Monday results email lists any mailbox still disconnected. Managed clients never see it.

If it shows Ending, open Manage billing before the end date to keep it running. When a plan is set to end, each workspace admin also gets one email with the end date, that the plan will not renew (or, during a free trial, that the card will not be charged), that your data is kept and campaign emails stop at the end, and how to keep or restart the plan. When the plan actually ends (including a free trial that ends, or a plan that ends because a payment could not be collected), each workspace admin gets one more email: the workspace is now open only to Plan and billing, campaign emails have stopped, your data is kept and can be downloaded, with a Restart your plan link. If it shows Canceled, campaign emails have stopped, your data is kept and you can download it from the Your data card. Use Restart your plan to check out again; your campaigns pick back up on their own once the plan is running. A restarted plan does not include another free trial.

Yes. The Your data card appears on this page while the workspace is paused or canceled, or once a payment has been past due for more than 21 days. A workspace admin can download the contacts, deals, companies, meetings, campaign results and unsubscribes as CSV files. Deals CSV includes separate columns for the primary and all linked CRM contacts' IDs, names and emails, using current records in this workspace. Deal room contact details stay in their own columns. The unsubscribes file lists each opted-out address once, with how and when they unsubscribed and the campaign when known. Other members see a note asking them to contact their admin.

Yes. A workspace admin can ask once the plan is canceled, or if the workspace never started a paid plan (for example, checkout was never finished). Click Ask us to delete this workspace's data in the Your data card, optionally add a note, and click Send deletion request. Our team reviews every request and gets in touch before anything is deleted. A canceled workspace can keep downloading its data until then, and deleted data cannot be recovered, so download what you want first. While a plan is running, past due, paused or waiting on its first payment, cancel it in Manage billing before asking. The card shows the date you asked while our team reviews it, so there is no need to ask again. Once our team closes the request, the button comes back if you need it.

Your request and note go to the SalesHive team, who prepare a proposal and get in touch. Your plan keeps running meanwhile. Once you sign the proposal, your self-serve plan stops renewing and ends at the close of the current billing period (a free trial ends without a charge), so you are not billed for both. Your data and teammates stay in the same workspace.

It is only for self-serve workspaces. Managed and Platform Only clients see Client Billing in Settings instead.

A workspace that never started a plan holds your company's email domain for one hour after it was created. Once someone in it signs in with the emailed code, it holds the domain for about 14 days. After that, a colleague can start a new one. Once a newer workspace holds the domain, the older one cannot check out, because each company has one paid workspace. Signing in to the older workspace late does not get around this if the newer one already has a plan. Nothing is charged and your workspace is not deleted. A workspace admin can select Ask to join the newer workspace below the message to let its admins know; you get an email with a sign-in link once they add you. If the request cannot be sent, ask the newer workspace's admin to add you from their Users page. When they add you and this unpaid workspace is the only one you belong to, you move to the newer workspace: your access here is switched off, and nothing in this workspace is deleted.

Overview

How to use this page

Check your plan at a glance

Resume sending after a mailbox pause

Reconnect a disconnected mailbox

Check your credits

Add AI credits

Finish setting up your workspace

Start or restart your plan

Change your seats

Ask for more seats than the plan allows

Update payment or manage billing

Download your data or ask us to delete it

Ask about the managed service

Review invoices and who gets them

Rename your workspace

Set the mailing address on your emails

See past seat changes

What the buttons do

Common questions

Get an answer from a real person

Contact support

Sign in to the platform

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