We will evaluate your refund request, according to our terms and conditions and the regulations applicable in your country. Please note the following important points:

• Although we review and evaluate each refund request on its own merits and on a case-by-case basis, Clickatell is under no obligation to process any refund payments.

• A processing fee is applicable for all refunds processed. See our terms and conditions for more details.

• If you want your cancel your account entirely, you will forfeit any unused credits (except for payments received by Clickatell within 7 days prior to termination).

To add PayPal as a payment method, log into your account and navigate to Billing and Payments from the profile icon drop-down in your portal. Go to the Payment Methods tab and click the "Add New Payment Method" button. Choose PayPal, accept the terms and conditions, and click "Approve payment method on PayPal". You will be redirected to PayPal to approve the payment.

To remove PayPal as a payment method, navigate to Payment Methods under Billing and Payments and click "Delete" next to your PayPal account.

If you are currently using the old user portal:

Log in to your account and navigate to Payment Methods under Billing and Payments. Click on "Add a payment method" and choose PayPal. You’ll need to have pop-ups enabled in your browser as a pop-up window will open, allowing you to log in to your PayPal account and to approve the agreement. Once authorized, you may close the pop-up window and start using your PayPal account.

To remove PayPal as a payment method, navigate to Payment Methods under Billing and Payments and click on the ‘Manage’ button below your PayPal account. A payment method information page will display where you will be able to click on ‘Remove’ in order to remove your PayPal account.

The auto-renewal function allows Clickatell to automatically renew your subscriptions based on your agreement terms with us.

In order to make use of automatic payments, make sure to select the appropriate boxes when adding the payment method you want to use for these auto payments:

You can enable the auto-renew function for any or all of your subscription services either while making a payment for a subscription or by navigating to 'My Purchases' from the profile drop-down menu. Select the individual subscription you want to set up auto-renew for from the table and use the toggle to turn auto-renew for this subscription on or off.

If you are currently using the old user portal:

You can enable the auto-renew function for any or all of your subscription services either while making a payment for a subscription or on the Subscriptions page where you can select individual subscriptions for auto-renewal.

Invoices are listed in the 'Invoices' tab under Billing & Payments in your account. Invoices will take up to 24 hrs to reflect in your account after payment. This is applicable to balance top-up and subscription payments.

You can purchase subscriptions as part of the setup process when adding a new channel or product integrations. Short codes and long numbers can also be purchased from the My Workspace page in your portal.

Payments can only be made once your billing details have been completed successfully and you have set up a payment method. If you haven’t set up your billing details or payment method, you can do so on the Billing Details page in the portal.

To manage and renew your subscriptions, navigate to 'My Purchases'.

Long numbers and short code subscriptions are critical to keeping two-way services running, therefore it's important to keep subscriptions active. We will notify you when your subscriptions near their expiry date as a reminder to renew them. You can also enable auto-renewal of your subscriptions to ensure that your subscriptions don't expire.

If you are currently using the old user portal:

You can pay for your subscriptions such as short codes and long numbers from the Subscriptions page in your account. You will only be able to make a payment once your billing details have been completed successfully. If you haven’t set up your billing details or payment method, you can complete it on the Billing details page within your Account settings.

If you have questions about switching to the new portal, see here or contact our support team.

Log into your Clickatell account (or register a new one). On the Products & Services tab, you can explore the various products and channels Clickatell has to offer. Once activated, the product or channel appears on the My Workspace tab. With the help of setup wizards, you can configure each product/channel from here and make payments for the services you purchased.

Also, see the following pages for information on purchasing each:

• long number

• short code

• top-up

If you are currently using the old user portal:

You can buy a long number, a short code or top up your balance. When making a payment, you can perform a one-time payment or save your credit card details for future use.

To set up a new payment method, navigate to 'Billing and Payments' from the profile drop-down in your portal. Select the 'Payment Methods' tab and click 'Add New Payment Method'. Follow the prompts to set up either a debit/credit card or a PayPal account.

Currently, we are only able to accept PayPal payments for USD, EUR, and GBP billing currency accounts.

When adding a new payment method, complete the information and agree to Clickatell's Terms and Conditions. In order to use the specific card for automatic payments, make sure to select the appropriate boxes when adding the payment method:

If you are currently using the old user portal:

From Payment Methods, select 'Add a payment method' and an easy-to-use wizard will take you through the process to add your preferred payment method. You don't have to save your credit card details unless you want to configure an auto-renewal of your subscription.

Click the profile icon in the top right of your portal. Select the 'Top Up Balance' button. Alternatively, you can also navigate to the Billing and Payments page, and select the Top Up tab.

Add the amount you want to top up your balance with, select a payment method and click 'Purchase'. You can also manage automatic top-ups from here.

If you are currently using the old user portal:

Go to Top up balance in your Billing and Payments section and a wizard will take you through the necessary steps where you can specify the amount that the balance should be topped up with. Add the item to the cart, proceed to checkout and make your payment.

It depends – if our system detects a problem with the number, it won't send your message and you won't be charged. For example, if there's a validation error if you try to send to a country you are not authorized to send to, if there is a billing issue or if there's an incorrect number prefix.

However, if the message leaves our system, you will pay to send it, even if it isn't successfully delivered – for example, if the number has been delisted or ported.

You can select an alternative currency to display on your invoice in addition to the billing currency you've selected. To select/edit this alternative currency, navigate to Billing and Payments from the profile drop-down. On the Billing Details tab, scroll to the bottom and select a currency from the drop-down.

Note that once your billing details have been saved, you can no longer edit the billing currency. However, you can edit the alternative invoice display currency at any stage.

If you are currently using the old user portal:

Your alternative invoice display currency is an alternative currency that you can choose on your Transaction history. This alternative currency will then display on your invoices in addition to your billing currency.

Your billing currency is the default currency that you transact in, based on your billing country. This is also the currency in which any taxes applicable in your country (such as VAT) will be calculated.

To configure your billing currency, navigate to 'Billing and Payments' from the profile drop-down. On the 'Billing Information' tab, scroll to the bottom to select your billing currency from the drop-down.

Note: Due to regulations, the billing currency can't be changed once it has been configured and saved.

You can also add an alternative display currency to your invoices that can be edited at any stage.

If you are currently using the old user portal:

Configure the billing currency when setting up Billing details for the first time.

Click the profile icon in the top right of your portal, and navigate to 'My Purchases'. The details of all phone numbers and other subscriptions you've purchased are displayed in table format. Click on a subscription/phone number to edit/update the details and view its payment history. You can also pay overdue subscriptions from here.

When a subscription nears its expiry date, you will receive a warning in your Notification Centre ('bell' icon in the top bar).

If you are currently using the old user portal:

In Subscriptions you can view the status of each of your subscriptions, as well as renew and pay overdue subscriptions. Please note: long numbers and short code subscriptions are critical to keeping two-way services running. This means it's really important for you to keep subscriptions active (paid). We will send emails to remind you but you can also enable auto renewal of your subscriptions on the bottom of the Subscriptions page.

Click the profile icon in the top right of your portal, and navigate to 'Billing and Payments'. Navigate to the 'Invoices' tab (or 'Balance & Invoices' if on a postpaid account). Choose the date range you want to view the invoices for or use the search bar to search for a specific invoice. You can also preview and download an invoice as PDF by clicking 'View' on the right, as well as pay outstanding invoices.

If you are currently using the old user portal:

In the Invoices section you can find all your generated invoices, download your copies, and pay any outstanding invoices.

Click the profile icon in the top right of your portal and navigate to Billing and Payments. You can add or edit your billing information from here.

Note that once billing details have been set up and saved, the billing currency can no longer be edited.

If you are currently using the old user portal:

Add/edit billing information of the person or group responsible for account billing from the Billing Details page.

When adding a new payment method, you have to authorize Clickatell to store the card for future transactions, and also indicate that you would like to enable the card for automatic payments in future.

If you are currently using the old user portal:

Automatic system payments is a global account function which must be set to 'on' before Clickatell can process any automatic payments for subscription services such as long numbers and short codes. This setting can be configured on the Payment methods page when adding a default payment method. Once configured, we’ll use your default payment methods for all subscription service renewals and you’ll be able to enable auto renewal for individual subscriptions.

To make a payment, ensure that your billing details have been added on the Billing and Payments page that is accessible via the profile icon drop-down in your portal. Next, add a payment method in the Payment Methods tab.

To top up your account balance, navigate to the Top Up tab under Billing and Payments, or click the Top Up Balance button in the profile icon drop-down. You can also set up auto top-up to make sure that your balance remains positive.

To manage and pay for a subscription such as a two-way number or Chat Flow subscription, navigate to "My Purchases" from the profile icon drop-down.

If you are currently using the old user portal:

Ensure that your billing details have been completed and submitted successfully in the Billing and Payments settings. The next step is to add and save your preferred payment method.

To top up your account balance, click on the Top-up balance button on the top right corner or set up auto top-up to make sure that your balance stays positive.

You can pay for a subscription such as a two-way number or Touch subscription from the Subscriptions page.

Clickatell uses an Account Verification Service (AVS) to verify bank account information. When the billing address of your account is different than the address your bank has linked to your credit card, this will result in an AVS check failure and therefore not allow you to finalize your payment method.

To avoid this please ensure that your billing address supplied corresponds with the address your bank has linked to your credit card.

Most importantly, we need to know the country/currency we'll be billing you in so that we'll be displaying the correct pricing. We also need to ensure that any VAT or other applicable taxes are calculated correctly.