Question 1

What does "Billed via Shopify" mean?

Accepted Answer

If your Deskhero subscription is paid through Shopify (typical when you installed Deskhero from the Shopify App Store), your plan shows "Billed via Shopify" and, in Deskhero's words, "billing is handled through Shopify at the end of each 30-day usage period". Plan changes are approved through Shopify rather than by entering a card in Deskhero.

Question 2

Why am I redirected to Shopify to approve something when changing my Deskhero plan?

Accepted Answer

For workspaces billed via Shopify, "to change your plan, you'll be redirected to Shopify to approve the new subscription terms". Deskhero also proposes a Monthly Spending Cap in dollars, calculated from your current number of users and pending invites; you can raise this cap so you do not need to re-approve the subscription every time you add a new user.

Question 3

What payment methods does Deskhero accept?

Accepted Answer

Deskhero accepts card payments, processed securely by Stripe. Workspaces that use Deskhero through Shopify are instead billed via Shopify, in which case no card is stored in Deskhero. You manage your card on the Billing details page under Configurations, Plans and billing (owner role required).

Question 4

How do I add or update my payment card?

Accepted Answer

1) Sign in as the workspace owner. 2) Go to Configurations, then Billing details under Plans and billing. 3) Next to Payment method, click Update. 4) Enter your card in the secure Stripe form and click Submit. Your saved card is displayed as the card type "ending in" its last digits; right after an update it may briefly show "Processing, please check later".

Question 5

Does Deskhero store my credit card details?

Accepted Answer

No. Your card details are processed and securely handled by Stripe, Deskhero's payment provider. Deskhero does not have the capability to access your payment information; only the card type and last digits are shown in the app.

Question 6

When does Deskhero charge my card?

Accepted Answer

Deskhero charges your card at the start of each month for the previous month's usage. Additional tickets, additional chatbot sessions and extended retention are calculated after the calendar month (UTC) has ended, so they can appear on a later invoice than that month's subscription. If your workspace is billed through Shopify, billing is instead handled through Shopify at the end of each 30-day usage period, and a completed month's additional usage is added once to a following statement.

Question 7

Where can I see my payment history and invoices?

Accepted Answer

1) Sign in as the workspace owner. 2) Go to Configurations and open Payments under the Plans and billing section. You will see a table of your invoices with Date, Invoice number, Amount, and Status columns, which you can sort and filter. Hovering over an invoice number shows the billing period it covers.

Question 8

How do I download an invoice?

Accepted Answer

On the Payments page (Configurations, Plans and billing, owner role required), click "View invoice" on the invoice row; it opens as a PDF in a new browser tab. For workspaces billed through Shopify the button is labelled "View statement" and the column is called Document.

Question 9

Why does my invoice say it requires confirmation, and how do I pay it?

Accepted Answer

Your bank has asked for additional cardholder authentication before the charge can complete. On the Payments page, click the Authenticate button on that invoice and complete your bank's verification step in the window that appears; once confirmed, the invoice list refreshes with the updated status. Only the workspace owner can do this from the Payments page.

Question 10

Why did my Deskhero payment fail?

Accepted Answer

Failed or pending charges show as Unpaid or "Requires confirmation" on the Payments page. Hover over the status tag to see the exact error message returned by the card provider. Common fixes are completing the card authentication via the Authenticate button, or updating your card on the Billing details page.

Question 11

What information appears on a Deskhero invoice?

Accepted Answer

Each invoice lists line items with the billing period, plan name, plan price per month, number of users, and the amount. If you approved additional usage, separate rows show it with the quantity and rate, for example "120 additional tickets at $0.05 each", and extended retention appears as its own row. Totals include the amount excluding VAT, the VAT amount and rate (or reverse charge where applicable), and the total in USD, together with the company billing details you entered on the Billing details page.

Question 12

How do I fill in my company's billing details?

Accepted Answer

1) Sign in as the workspace owner. 2) Go to Configurations and open Billing details under Plans and billing. 3) Fill in the full company name, street address, ZIP code, city, region, country, and billing email (plus VAT code for EU countries). 4) Click Save. These details are required before you can move to a paid plan and appear on your invoices.

Question 13

Do I need to enter a VAT number?

Accepted Answer

If your billing country is an EU country, a "VAT Code" field appears on the Billing details page and is required. Deskhero validates the VAT number and shows whether validation succeeded or an error message if it did not. For non-EU countries the VAT field is not shown.

Question 14

Who can manage billing in Deskhero?

Accepted Answer

Billing is managed by the workspace owner. The Billing details and Payments pages under "Plans and billing" in Configurations only appear for owners, and plan changes are restricted to the owner role on the server as well. Admins can open the Plans page, where they can see monthly usage, approve additional tickets or chatbot sessions, set the retention preference and read the billing history. Users cannot see any of the Plans and billing pages.

Question 15

What is the monthly spending cap when I'm billed through Shopify?

Accepted Answer

For workspaces billed through Shopify, your subscription has a monthly spending cap ("capped amount") that limits how much can be charged per month. Deskhero calculates a default cap based on your current number of users and pending invites. The cap also has to cover any additional tickets or chatbot sessions you approve and any extended retention charge. If it is too low, the Plans page shows your current limit, the limit you need, and a button that takes you to Shopify to approve the higher amount.

Question 16

How do I change my Shopify monthly spending cap?

Accepted Answer

1) Sign in as the workspace owner. 2) Go to Configurations, then Billing details under Plans and billing. 3) Next to "Capped amount", click Change. 4) Pick one of the suggested amounts (the minimum is calculated from your users and pending invites). 5) Click "Proceed to Approval" and approve the updated subscription in Shopify.

Question 17

How do plan changes work when my workspace is billed through Shopify?

Accepted Answer

When you click Upgrade or Downgrade on the Plans page, Deskhero shows a Shopify Billing Approval dialog and then redirects you to Shopify to approve the new subscription terms. A default monthly spending cap is calculated from your current number of users and pending invites, and you can raise it before proceeding to avoid re-approving the subscription each time you add a user.

Question 18

Can I update my payment card in Deskhero if I'm billed through Shopify?

Accepted Answer

No. When your payment method shows "Billed via Shopify", there is no card stored in Deskhero and no card update option; payment is handled entirely through your Shopify account. Manage your payment details in Shopify instead.

Question 19

Where do I find the billing settings in Deskhero?

Accepted Answer

Sign in as the workspace owner and go to Configurations. Under the "Plans and billing" section you will find three pages: Billing details (billing date, payment method and address), Plans (your current plan, the comparison table, and the Retention, Over-usage billing and Billing history controls), and Payments (your payment history and invoices). Admins also see the Plans page, with the monthly usage controls.

Question 20

What is the Billing history on the Plans page?

Accepted Answer

A log of the billing-related changes on your workspace: plan changes, over-usage approvals, retention preferences, invoices, payment method changes, credits and any billing adjustments. Each entry shows what changed, the previous and new value, when it happened in your local time, and who made the change. Open it from the "Billing history" button at the top of the Plans page (owners and admins). Older records from before the log existed may lack the actor or previous values.

Question 21

Where do additional-usage charges appear on my invoice?

Accepted Answer

As separate rows on your normal Deskhero invoice, for example "120 additional tickets at $0.05 each", with the quantity and the rate you approved, plus a row for extended retention if you use it. Additional usage is calculated after the calendar month (UTC) has ended, so it can appear on a later invoice than that month's subscription. For workspaces billed through Shopify, a completed month's additional usage is added once to a following Shopify statement. Usage above the included allowance is only charged when an owner or admin has approved it, and never beyond the approved maximum.

Question 22

Do I need to raise my Shopify spending limit for additional usage?

Accepted Answer

If your workspace is billed through Shopify, yes. Shopify only charges up to the monthly spending limit you approved, so the limit has to cover your users plus any additional tickets, chatbot sessions and extended retention you approve. When the limit is too low, the Plans page shows your current Shopify limit and the limit you need, with a button that takes you to Shopify to approve the new amount. Approving additional usage in Deskhero does not by itself raise the Shopify limit.

Payments and invoices

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