Checking and managing your plan

Overview

This section gives you the key details of your plan, feature limits and usage, billing cycle and contract dates.

Accessing plan & billing

To access it, click your account name in the top right corner, then select Plan & Billing.

Making changes

To make changes to your plan, just click Update Plan on the page.

View your plan

Your plan details can be accessed from the different tabs on your plan’s page, as described below.

Payment method

On this tab, if you are the account owner or admin you can edit the payment method and credit card details.

Should you need to set up a wire transfer, you will be directed to contact our team who can set this up for you. Switching from credit card payment to wire transfer payment requires approval from Ortto and if you are approved you will be provided with a new contract to sign.

Invoices

This section provides a list of invoices related to your subscription payments, including the invoice amount, date issued, and invoice status.

Click on an invoice’s ID to view and download it.

Billing contact

This section identifies your primary and any secondary billing contacts, and your business address.

You can make changes to your billing contact/s by clicking Edit. In the Billing contacts popup, you can select a different Primary contact from the down-down menu (there can be only 1 primary billing contact), and add secondary billing contacts as required (such as if you need to include someone from your Finance department in invoice-related communications).

Signed agreements

When you make any changes to your plan a contract will be created. Each contract will be accessible from this tab.

Click on a contract’s ID to open the contract. In the contract you’ll see the key details and inclusions, including the contract’s terms and conditions.

Plan usage and upgrades

This section covers how to apply add-ons and coupons, plan limits, and billing cycles.

How do I apply add-ons?

Each Ortto plan comes with a number of feature inclusions across campaigns, customer data, audiences, analytics, capture widgets, activities, users, and security.

If you want to send SMS messages, you’ll need to add mobile numbers and SMS credits to your plan as add-ons.

Some included features can be expanded via add-ons, such as increasing your data retention storage limit, Talk seats for agents, or using a custom IP address.

You can choose add-ons when you select a plan. Simply click Select add-on, and for each add-on, input the quantity you need.

You’ll see the add-ons listed along with your key plan inclusions in the right-hand subscription detail panel.

How do I apply a coupon?

If you have a coupon to apply to your plan, you can add it when you select a plan.

Simply click Add coupon, input the coupon code, then click OK.

You’ll see the coupon applied in the right-hand subscription detail panel.

What happens when you exceed your contact limit?

Each plan has a number of included contacts. These contacts are covered in your monthly subscription fee.

Learn more about what happens when you exceed your contact limit.

What happens when you exceed your email or SMS limit?

If you exceed your email and SMS credit limits, you will be charged an overage fee for that month on a unique overage invoice. You will be able to view the overage invoice at the Invoices tab on your plan details page.

Your emails and SMS messages will continue to send, except if you reach 2x your monthly SMS credit limit at which point your SMS sending will be stopped.

What happens if your account is restricted?

Learn more about what happens if your account is restricted.

What happens if your account is expired?

An Ortto account will enter an expired state if account payment has not been received within 30 days of the due date.

When an account is expired, you will be unable to:

• Access the account – you will not be able to sign in to Ortto.
• Features that are switched ON or scheduled (e.g. journeys, playbooks, email and SMS campaigns, capture widgets) will be stopped.
• No activities will be recorded.
• No Talk conversations will be received or updated.

If payment in arrears has not been resolved after 90 days, your account will be permanently deleted.

Billing cycles

Subscriptions can be paid on a monthly, quarterly or annual basis.

There are discounts available for paying quarterly or annually. Note that these discounts apply for add-ons (such as additional activity storage or a larger email limit), except SMS phone numbers and extra credits.

How to pay with an invoice

To pay your Ortto plan using an invoice rather than with a credit card, you need to firstly contact our team to get approval to pay via wire transfer.

When you have been approved to pay via wire transfer, our team will prepare a contract for you to sign and begin your plan.

When your plan is underway, we will send invoices per your selected billing cycle (monthly, quarterly, or annually) to your billing contact/s for payment.

Downgrading your plan

When you downgrade your plan the changes will take effect at your next plan renewal date. If you are on an annual contract, you cannot downgrade within the contract term period.

If you initiate a downgrade, you have the option to revoke it while it is pending, which will keep you at your current plan and billing rate.