InboxKit has two ways money moves through your account: a subscription plan charged to your card, and a wallet funded with credits. Most billing confusion traces back to mixing these two up, so this guide leads with that distinction and then walks through renewals, receipts, failed payments, cancellations, and refunds as they actually work.
A note before you start: billing questions are often account specific. This guide can explain how the system is designed to behave and answer the questions with a clear, universal answer. For anything that requires someone to look at your specific account (a charge that looks wrong, a refund, a credit transfer), the fastest path is still to contact support directly rather than trying to self diagnose from general documentation.
Your subscription and your wallet never merge, never automatically top each other up, and never auto-migrate mailboxes between each other. Treat them as two completely separate accounts that happen to live under the same login.
Your subscription (for example, $39, $99, or $299 per month for the Professional, Agency, or Enterprise plan) is charged directly to your card. It buys you a fixed number of mailbox slots, 10, 30, or 100 depending on tier, at no additional per-mailbox charge. As long as your mailbox count stays within your plan's slot limit, those mailboxes cost nothing beyond the flat monthly (or annual/quarterly) subscription fee.
Your wallet is a prepaid credit balance (1 credit equals 1 USD) that you fund yourself at Settings > Billing > Add Credits, checked out through Stripe. Credits never expire. The wallet pays for anything that falls outside your subscription slots: extra mailboxes beyond your plan's limit, domains, warmup, Inbox Placement Tests, email validation, InfraGuard, and other add-ons.
Wallet credits cannot pay for a subscription. A subscription can only be paid for by card. This comes up constantly: a customer with a lapsed subscription due to a failed card payment added a few hundred dollars in wallet credits assuming it would cover the plan renewal. It didn't, because the wallet and the subscription are different billing rails. Support had to manually move the affected mailboxes onto wallet billing so the credits could actually be applied to them, and the customer still needed to pay for a new subscription separately by card if they wanted plan-based slots restored.
The reverse mistake also happens: seeing a subscription charge and a separate wallet charge in the same billing cycle and assuming you were double-billed. You weren't. If you have more mailboxes than your subscription's slot count, the extra ones are billed from your wallet on top of your subscription fee, at the same time. In one resolved case, a customer on the $299/month Enterprise plan (100 slots) had 195 active mailboxes. The 100 within the plan cost nothing extra; the remaining 95 were billed from the wallet at the account's per-mailbox wallet rate, adding roughly $284/month in separate wallet charges on top of the $299 subscription. Both charges were legitimate and covered different mailboxes. Seeing two line items is expected, not an error, unless you can point to the same mailbox being charged twice.
One more piece of this: mailboxes bought on your wallet before you ever had a subscription do not automatically shift into your subscription slots once you subscribe. That move has to be done manually by support on request. Until it happens, those wallet-purchased mailboxes keep renewing from the wallet even though you're now also paying for a subscription.
Different things on your account renew on different schedules, and each renewal draws from whichever pool that item is assigned to:
Domains typically renew annually.
Mailboxes renew monthly, drawing from your subscription slots (no extra charge, up to your plan's limit) or from your wallet (a per-mailbox deduction) depending on how that specific mailbox is billed.
Subscriptions renew monthly by default, with quarterly and annual options available at a discount.
Warmup add-ons renew monthly.
Because domains renew far less often than mailboxes, don't be surprised if your wallet balance drops by a larger, unfamiliar amount once a year when a batch of domains comes up for renewal at the same time your regular monthly mailbox renewals hit.
If you run multiple workspaces, each one has its own wallet balance and its own renewal schedule. Topping up credits in one workspace does not cover renewals due in another. If you get an "insufficient credits" warning after just adding funds, check the Renewals section for each workspace individually rather than assuming the top-up failed.
Go to Settings > Billing > Add Credits, open the Auto Top-Up tab, and set a trigger balance (for example, 100 credits) and an amount to add automatically whenever your wallet drops below that threshold. Once it's on, you no longer need to manually watch your balance ahead of every renewal.
This is worth turning on even if you mostly rely on a subscription, since any mailboxes, domains, or add-ons billed from your wallet will still renew against it regardless of your subscription status.
Your current wallet balance lives on the Billing page (Settings > Billing), where you also add credits and turn on Auto Top-Up. To see what's actually about to be charged and when, check the Renewals page, which lists upcoming mailbox, domain, and add-on renewals for the workspace you're viewing. If you have several workspaces, remember each one has its own balance and its own renewals list, so check the specific workspace you're troubleshooting rather than assuming a global view.
If a charge on your wallet doesn't match what you expect (wrong amount, wrong item, or a mailbox billed twice), that's a case for support to check directly against your account records rather than something you can fully reconcile from the dashboard alone.
Subscription payments generate invoices. Wallet top-ups and one-time credit purchases generate receipts. Both live in the same place:
Go to Settings > Billing > Open Stripe Billing Portal, then scroll to the Invoice History section. From there you can view and download PDFs for subscription invoices and wallet top-up receipts, covering subscriptions, domain purchases, mailbox renewals, and credit purchases.
Some accounts also have a newer in-dashboard path: Settings > Billing > Manage Billing, which lists your invoices directly without needing to open the Stripe portal.
A few things worth knowing:
Only the account admin receives invoices and receipts by email. Other team members, even ones with billing access, don't get a copy automatically. If you need someone else to receive them, they currently need to be set up as the admin, since there isn't a way to forward invoices to a second email address.
Invoices need to reflect company details (name, VAT number) at the time the charge is made. If your invoice is missing this information, it can't always be corrected retroactively on an invoice that's already been issued, so add your company details to your billing profile before your next charge if this matters to you.
Occasionally a specific top-up or renewal doesn't generate a visible receipt in the Stripe portal, usually a sync issue rather than the payment failing. If a transaction you know went through isn't showing up after a few minutes, that's a case to raise with support so it can be pulled up on the finance side and sent to you directly.
Subscription and wallet failures behave differently, and it matters which one you're dealing with.
Subscription payment failure: If your card is declined at renewal time, your subscription is cancelled, not paused. The mailboxes that were sitting in your subscription slots are then scheduled for deletion, since the slots that were paying for them no longer exist. To fix this, go to Settings > Billing > Open Stripe Billing Portal, confirm or update your card, and save; this triggers an automatic retry of the charge. Importantly, fixing your card does not automatically resume a subscription that already shows as cancelled. You need to go back to Billing and purchase the plan again from scratch.
Wallet-billed mailbox renewal failure: If your wallet doesn't have enough credit when a wallet-billed mailbox comes up for renewal, that mailbox shows "Renewal Failed." To recover it, add enough credits to cover the renewal cost, then go to the Mailboxes section and click Review & Recover. You typically have about 10 days from the failed renewal date to do this. After that window, the mailbox is permanently suspended by the provider (Google or Microsoft) and cannot be brought back, only migrated to the other platform or replaced with a new mailbox.
Because these two failure modes look similar on the surface (mailboxes stop working, your dashboard shows a billing problem) but require different fixes, confirm which billing pool the affected mailboxes are actually on before assuming a card update alone will fix everything.
Cancelling anything on InboxKit, whether it's an individual mailbox or your whole subscription, does not remove it immediately. It moves to "Scheduled for Cancellation" and stays fully active through the end of the period you already paid for. You are not charged again for it, and it's automatically and permanently removed once that paid period ends.
This means:
If you cancel your subscription mid cycle, your mailboxes keep working normally until the cycle ends. There's no partial-period charge and no immediate loss of access.
A mailbox individually scheduled for cancellation behaves the same way: it stays live at no extra charge and disappears on its own at the next renewal point.
If you see an actual new charge for something you've already scheduled for cancellation, that's not expected behavior and is worth flagging to support as a possible error.
One related trap: mailboxes that are scheduled for cancellation continue occupying their subscription slot until they're actually removed. If you want to move different, active mailboxes into those same slots sooner, the scheduled-for-cancellation ones need to be cleared out first (or wait for their natural renewal date), since InboxKit can't double-assign a slot.
Go to Sidebar > Subscription and select the plan you want. Slot limits adjust instantly with no disruption to your existing domains, mailboxes, or sequencer connections.
There is currently no automatic proration for upgrades. Upgrading mid cycle charges the full price of the new plan immediately, even if you had days remaining on your old plan. If that results in an overpayment, the difference can be credited to your wallet as an adjustment, not refunded to your card, once it's confirmed. If you'd rather avoid this entirely, wait and upgrade right before your next renewal date instead of mid cycle.
Refunds are possible in many cases, but two things are true every time one is processed:
Stripe deducts a processing fee, roughly 4.5 to 4.7 percent of the refunded amount, and that fee is non-refundable. You'll receive slightly less than the full amount you're asking back.
Refunds typically take 3 to 5 business days to reflect back on your card.
In practice, most refund resolutions seen in support conversations land as a wallet credit rather than a card refund, especially for things like mid-cycle upgrade overpayments or a domain issue that couldn't be resolved. A card refund is used when the customer specifically asks for money back rather than credit toward future use. Either way, refund processing always requires a human on the finance side to confirm the amount and issue it, so this is never something you can trigger yourself from the dashboard.
Subscription pricing tiers and wallet credit balances are tied to the admin (billing) email that created a workspace, not to the workspace itself or to your company as a whole. If you and a teammate each created a workspace under different login emails, those workspaces have completely separate pricing and completely separate wallet balances, even though they belong to the same company. This also applies if a teammate purchases mailboxes under their own login: the credits or plan they used won't show up for anyone else unless everyone is under the same admin email.
Support can manually align pricing or transfer credits between workspaces on request, but none of this happens automatically. If you want everything consolidated, be specific with support about which admin email should end up holding the credits and the plan going forward.
To give a teammate visibility into billing without this confusion, enable "Allow managing billing and payments" when you invite them. This lets them view and manage that specific workspace's billing, but it does not merge their own wallet or plan into yours.
This guide can resolve the fully explainable, self-serve parts of billing: understanding the two pools, reading renewals, finding receipts, turning on Auto Top-Up, and knowing what to expect from a failed payment or a cancellation. It cannot resolve anything that requires a human to look at your account and take action. Contact support directly, and expect a human reply rather than an instant answer, for:
Any billing dispute or refund request. This always goes to a human. Support will confirm the amount and, for refunds, confirm you're okay with the non-refundable Stripe processing fee before it's issued.
Moving wallet-purchased mailboxes into subscription slots, or vice versa.
Splitting your subscription's slots between Google and Microsoft/Outlook mailboxes.
Transferring credits or aligning pricing across workspaces with different admin emails.
A charge you believe duplicates another charge for the exact same mailbox (not just two separate line items for different things).
A missing invoice or receipt that still isn't showing up in the Stripe Billing Portal after a few minutes.
A "Renewal Failed" mailbox where the recovery window may have already passed and you need the exact deadline confirmed.
Anything where the dashboard and what you were told (by support, by a previous ticket, or by this guide) don't match. That mismatch is worth a direct look at your account rather than more troubleshooting from documentation.
Most billing tickets fall into one of the categories above, which is why a real person, not a bot, handles the majority of them. This guide's job isn't to replace that support, it's to clear away the questions that don't need a human at all, so the ones that do get answered faster.
