Admin and billing
Subscriptions
Your Waveline subscription keeps your organization’s service running. Use Billing to review your recurring subscription amount, check the next billing date, or manage cancellation and reactivation.
Where to find your subscription
From the Waveline web dashboard, open Settings → Billing. Your subscription appears in the Current plan section.
Only Owners can manage subscriptions
Organization Owners can review billing and manage the subscription. If you are an Admin or Member, ask an Owner to make billing changes. See Roles and permissions for more information.
Review your current plan
The Current plan section shows your recurring subscription amount before applicable taxes, billing interval, and subscription status. It also shows your next payment date, trial end date, or scheduled cancellation date when available.
The Seats and Phone numbers counts compare the quantities currently on your subscription with the quantities expected for your organization. For example, 3/3 means both quantities match.
The current-plan amount is not necessarily the final amount of your next invoice. Review Upcoming invoice for estimated charges, including adjustments, usage, discounts, and applicable taxes. If Pending integration messages appears separately, review that amount too. See Invoices and Billing History for more information.
Understand your subscription status
Your subscription status helps you understand what action, if any, is needed.
| Status | Meaning |
|---|---|
| Active | Your subscription is active and continues automatically unless cancellation is scheduled. |
| Trialing | Your subscription is in a trial period. Review the trial end date shown on the page. |
| Canceling | Cancellation is scheduled for the end of the current billing period. Review the cancellation date, or reactivate before that date to continue automatically. |
| Canceled or Incomplete_expired | The subscription has ended or its initial setup expired. Use Set up subscription when offered to start service again. |
| Past_due, Unpaid, Incomplete, Paused, or Inactive | Billing needs attention. Select Update payment method when offered and follow the instructions shown. |
Canceling can appear alongside Active or Trialing. This means cancellation is scheduled, not that the subscription has already ended.
Finish number transfers before canceling
If you have a phone-number port into or out of Waveline in progress, wait until the transfer is confirmed complete before canceling your subscription. Canceling too early can interrupt the transfer and cause a loss of phone service.
Check incoming port requests under Settings → Numbers. For a number moving to another provider, wait for that provider to confirm completion.
Cancel your subscription
Cancellation is scheduled for the end of your current billing period rather than taking effect immediately.
- Open Settings → Billing.
- In Current plan, select Cancel subscription.
- Review the cancellation date and any phone-number porting warning.
- Select Confirm cancellation.
- Confirm that Canceling and the scheduled cancellation date appear on the page.
You can select Go back in the confirmation dialog if you are not ready to proceed.
Canceling is different from deleting your account
Canceling stops the subscription from renewing. It is separate from deleting your Waveline organization. See Delete your Waveline account if you intend to close the organization.
Reactivate before cancellation takes effect
If you change your mind before the scheduled cancellation date, reactivate the subscription to keep it renewing automatically.
- Open Settings → Billing.
- Select Reactivate subscription.
- Review the confirmation message.
- Select Confirm reactivation.
- Confirm that the Canceling label and scheduled cancellation notice are removed.
Reactivation removes a scheduled cancellation. If the subscription has already ended, follow Set up subscription instead when that option is shown.
If there is no active subscription
If Billing shows Set up subscription, select it and complete the requested setup. Review the billing details and costs shown before confirming.
If you expected an existing subscription to be active, first confirm that you are signed into the correct organization and refresh the page. Contact Waveline Support if the subscription still does not appear as expected.
When payment needs attention
If Billing offers Update payment method, use it to review or replace the payment method and follow any additional payment instructions. Saving a payment method does not necessarily mean an outstanding payment has completed.
Review the confirmation message and subscription status afterward. See Payment methods for the full process.
Common questions
Why did my subscription amount change?
Changes to active teammates, phone numbers, or a discount can affect the recurring subscription amount. Your invoice can also include usage and one-time charges. Review both Current plan and Upcoming invoice, plus any separate Pending integration messages amount. See Billing Overview.
Why does the page show both Active and Canceling?
The subscription is still active, but it is scheduled to end on the cancellation date shown. Select Reactivate subscription before that date if you want it to continue renewing.
Why do I see Update payment method instead of Reactivate subscription?
The available action depends on the subscription’s current status. Reactivate subscription removes a scheduled cancellation; Update payment method helps resolve a payment-related issue. Follow the action shown on the page.
The page shows a billing quantity mismatch
Compare the subscription’s seat and phone-number quantities with your organization’s current usage. Select Sync quantities to update the subscription quantities to match the organization, then review the updated plan and upcoming invoice. Contact Waveline Support if the warning remains or the expected quantities look incorrect.
My subscription change is not showing
Refresh Billing after the action completes. If the previous status remains, contact Waveline Support with the action you attempted, the status currently displayed, and any error message. Do not include full payment-card or bank-account details.
Reactivation says account deletion is pending
Restore the account before trying to reactivate the subscription. Contact Waveline Support if you need help with the pending deletion.