Support Billing, Login, And Account Access

This page covers the support lane for account access, billing, and member-access questions.

Login And Account Access

Use this lane when the caller is blocked from signing in or cannot reach the right workspace.

Basic Login Recovery

1. Confirm the caller is using the correct email or sign-in method.
2. Confirm whether they are trying to access an existing member account or complete a first sign-in.
3. If the caller has multiple workspaces, confirm which one they expect to enter.
4. If the caller can sign in but cannot access the correct workspace, treat that as an account-context issue rather than a password issue.

If Sign-In Works But Product Access Does Not

Check:

• whether the caller is on the correct account
• whether the tenant membership is active
• whether the caller expects company access that belongs to a different tenant

If the caller is recognized as a member but the workspace context still looks wrong, support should treat that as an account-context mismatch, not a generic login reset.

For plan or entitlement questions, ask the customer to open Settings → General → License and read the plan, agent count, status, and expiration date.

Billing Support

Use this lane for:

• payment failures
• subscription questions
• credits and usage questions
• scheduled task-fee questions
• blocked automations caused by task-fee balance or billing-readiness state
• BYOK questions
• renewal or access drift after payment

Exact Billing Navigation

For callers who need to know exactly where billing lives in the app:

1. Click the avatar in the upper-right corner.
2. Click Settings.
3. In the left settings menu, open the AI section.
4. Click Credit top-up.

The current balance and purchase controls appear at the top of this screen.

Update Payment Method

1. Open Settings.
2. Go to AI → Credit top-up.
3. In Saved Payment Method, click Update Payment Method.

Add Credits Or Enable Auto Top-Up

1. Open Settings.
2. Go to AI → Credit top-up.
3. Choose an amount and confirm the purchase for a one-time top-up.
4. Use Auto top-up when balance is low for automatic replenishment.
5. For autonomous companies or billable automations, confirm the Daily budget cap is also set.

Payment Failure Checklist

1. Confirm whether the failure is on signup or an existing subscription.
2. Confirm whether the card was declined or the payment page failed before submission.
3. If payment succeeded but access did not update, wait briefly for billing propagation before escalating.
4. Keep guest checkout issues separate from active-member billing disputes.

Usage And Credits Checklist

1. Confirm whether the caller is using system keys or BYOK.
2. Confirm whether the complaint is about plan access or variable usage.
3. If the caller believes a provider was connected but billing still looks wrong, separate the billing issue from the OAuth issue.
4. If the caller says automation stopped, check whether the issue is:
   • scheduled task-fee balance exhausted
   • no-task-overage launch blocking
   • auto top-up disabled
   • daily budget missing or exhausted
5. If the caller disputes a task-fee debit, direct them to the task-fee statement and payment-allocation PDFs in billing history.

Support should also separate:

• plan access problems
• metered usage or credits questions
• scheduled task-fee questions
• BYOK configuration questions
• invoice or renewal questions

Free Plan Checklist

If the caller is on Free, confirm:

• whether they are still in the first 10 intro messages/events or the later 5 messages/events per user-local day
• whether hosted credits or BYOK provider balance are available for the attempted message
• whether they are trying to use an allowed surface: chat, boards, coding, or app connections
• whether they are trying to use a locked surface: company operation, company tasks, user-created automations, scheduled jobs, custom agents, or overage

If a Free caller says a company was created during onboarding but will not run, explain that onboarding/preview can exist on Free, but actual company operation requires at least an Individual subscription.

Guest Sign-Up Support

Guest support may help with:

• trouble paying during signup
• confusion about which plan to choose
• how to become a supported member user
• where to log in after creating an account

Guest support must not disclose member-specific billing details without recognized account context.

When To Escalate

Escalate when:

• payment appears successful but account state is still wrong after reasonable delay
• a recognized member reports access drift that does not match the visible billing state
• the caller needs a tenant-specific account review

Before escalating, gather:

• whether the caller is guest or recognized member support
• whether the issue is pre-activation checkout or an existing subscription
• the workspace email and phone number on file
• what changed first: payment state, workspace access, or provider access

Related Docs

• Neotask Billing Click Paths
• Neotask Billing And Credits
• Billing & Plans
• Usage Rates
• Security
• Support Overview