Organization billing and activation

How a new organization goes from draft to active, when your billing period starts, and what happens when a payment fails.

What a draft organization is

A new organization starts as a draft. A draft has no subscription and costs nothing. It lets you design the whole structure (departments, seats, goals, work assignments and acceptance rules) before you spend any money.

A draft shows a blue Draft badge on the Organizations page and at the top of each organization page.

What you can do in a draft

• Add and rename departments.
• Create and set up seats.
• Write seat goals, prompts and authority settings.
• Create work assignments and set acceptance rules.
• Assign agents to seats.
• Set up webhook addresses and schedules.
• Set spending limits for departments and seats.

What you cannot do in a draft

No work can start. Every way of starting work (webhook calls, API calls, schedules and manual runs) goes through the same check, and a draft fails it. This holds whatever any other platform setting says, because a draft has never been paid for.

Activating your organization

Activating starts a recurring subscription, and from then on every seat can take work.

1. Open the activation page. On the Organizations page, open your organization and click the blue Draft badge at the top. You can also use the Activate item under “Needs you” on your organization overview.
2. Pick monthly or yearly. The page shows both terms with what each one costs and what the yearly term saves over twelve months of the monthly one. Monthly is selected unless you change it.
3. Click “Activate & pay”. You go to Stripe’s checkout. Nothing is charged until you complete the payment form and Stripe confirms your card.
4. Return to your organization. Once Stripe confirms the payment, you come back to your organization overview. Your seats can take work straight away, and everything you set up in the draft is still there.

When your billing period starts

Your billing period starts when you activate, not when you created the draft. A draft you spent two weeks building does not use up two weeks of paid time: the period starts when Stripe confirms the payment.

The platform does not calculate the period end date. It takes it from Stripe’s record of your subscription, so the period on your plan page is exactly what Stripe issued, including for annual plans and promotional pricing.

Renewals

Your subscription renews automatically at the end of each billing period: every month on a monthly term, every year on a yearly one. When Stripe processes the renewal invoice, the renewal date on your activation page moves to the next period. If the date has not moved, the platform probably did not receive the renewal confirmation from Stripe; contact support.

When a payment fails

If Stripe cannot collect a renewal payment, your organization is marked past due, and Stripe retries the payment on its own schedule.

While it is past due:

• Your organization keeps running for a grace period of 7 days.
• A warning appears on your organization page.
• If the payment is collected during the grace period, the subscription becomes active again and the warning clears.
• If it is not collected by the end of the grace period, the subscription is suspended.

What “past due” means for your work

A past due organization is still running, and its seats are still active. Your work should not stop the moment a card is declined, which is why the grace period exists. Update your payment method in Stripe, and the next automatic retry clears the status.

What “suspended” means

A suspended organization cannot start new work. Runs already in progress when it was suspended are left to finish normally, because stopping them halfway could leave other systems in an inconsistent state.

• All new seat runs are blocked: webhook calls, API calls, schedules and manual runs.
• Once the subscription is restored, seats run only future scheduled times. Scheduled runs skipped during the suspension are not made up.

Restoring a suspended organization

The subscription is restored once the payment problem is fixed. If you have paid and your organization still shows as suspended, contact [email protected].

See also Spending limits and adding seats for how your wallet balance and seat limits work together.