Welcome to our Billing FAQ page, where we aim to simplify your billing experience.
Whether you have questions about payment methods, invoice details, or subscription plan details, you'll find quick and easy answers here.
To better serve our users, our support team is here to help with all support matters including general questions, troubleshooting, and billing matters! You can reach out to us between 9am – 7pm EST Mondays – Fridays through the following channels:
Chat with an expert contact us by using the live chat feature at the bottom right-hand corner of this page
Email: [email protected]
FAQ's
How can I update my credit card for payment and/or process a past due payment?
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Please Note:
If you sell/transfer your business to a new owner, you must update the payment method on file for the subscription software as part of the business transaction. Failure to update payment on file with DaySmart will not be refunded and must be handled between the previous and new owners of the account.
To update your billing information and process a past due payment, you can go to account.daysmart.com. You will then want to sign in with your administrator e-mail and password. This email will likely be the same e-mail and password that you use when signing in for the Cloud service or to edit your online booking page.
If you are already logged into your account, you can click your name in the upper right hand corner and select Billing & Account.
Once you are signed in, select Billing at the top of the page.
Select Update Payment Method. If your payment is past due, select Update & Process Credit Card.
Choose your payment method using either Credit Card or Bank Account (ACH). Note that if you are choosing ACH, you will need your routing number and bank account number.
Check the box to accept the terms and conditions.
Select Save Credit Card, Save Payment, or Update & Process Credit Card.
Your credit card information should now be updated. If you had a past due payment, that should now also be processed. If you have any issues with signing in or updating your card information, you can live-chat or email us.
If your payment was past due, and you are using the Messaging Service, Remote Access, or Online Booking, it is recommended that you refresh the connection for those services within the software.
Remote Access
Select Online Services/Web Access at the top of the software.
Select Remote Access Setup.
It may take a moment to load, but make sure that the service status says Running.
Select Close.
Online Booking
Select Online Services at the top of the software.
Select Online Booking.
It may take a moment to load, but make sure that the billing status says OK.
Select Close.
Messaging Service
Select Messaging & Marketing at the top of the software.
Select Messaging System Settings.
It may take a moment to load, but make sure that the billing status says OK.
Select Close.
Why was I charged this amount? Or, What am I being charged for?
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For an itemized list of everything included in your subscription, you may reference your billing information in Account Management at any time.
To do this please follow the steps below:
Log into account.daysmart.com
Go to the Billing tab
Under Payment Details, you will have a list of items included in your subscription to which you are charged
You can use the Date drop-down menu in the upper right hand corner to view past invoices as well
Please note, invoices are also sent monthly via email. If you need an invoice resent, we are happy to help through our live-chat feature or email.
Why did my bill increase?
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Subscription plans may vary month to month due to any add-ons that were added to the subscription or text messages that were sent over the account’s allotted amount.
Additional details with example image below:
At the time of starting your new account, you may have been offered temporary special promotion. This could come in the form of a discount or a “free period”, depending on the current promotion. When this offer is complete, your standard subscription rates begin to bill.
SMS overages apply for both Reminders/2-way and SMS Marketing and are billed as separate items
Messaging overages will be defined on your monthly invoice as ‘Cost for additional text messages (over included quantity)’ with the amount that will be charged if any additional text sent over that threshold
The Quantity column shows how many messages were sent over the monthly allotted amount
The Total Price column shows how much was charged due to the message count going over
For more insight on any added charges, you may reference your DaySmart Invoice that is sent via email each month. Need an invoice resent or need help adjusting SMS messages? Feel free to contact us through our live chat feature or email.
How can I avoid messaging overages?
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Messaging overages are often incurred because messages are too long and send as two segments or it send to too many customers. While you’re ultimately responsible for ensuring you messages are within parameters, we suggest using the Twilio Segment Counter as a guide. You can ensure you are within the correct length of characters by previewing the full text within your software and checking against the Twilio segment counter.
It is also good practice to try not to use the full 160 characters in case there is some extra formatting that happens on the messaging provider side that we are unable to account for as well as sending to a limited demographic of customers by selecting filters within the marketing campaign creation tool.
How do I request a refund/credit?
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Messaging packages cannot be refunded based on usage. They are sold as a package and are not tracked and billed based on usage unless there is an overage incurred through the billing period. Messaging will also not be refunded based on undeliverability.
Messaging packages are also not intended to be purchased and removed continuously on an account. Doing so can cause issues with the number assigned to the account and may result in the need to reverify the messaging service. DaySmart will not provide refunds in this case or for incorrect information being entered for the verification process. If you have questions about the information needed, please contact our support team and we will be happy to assist you.
Requests made for credits or refunds are reviewed on a case by case basis and are requests only. Aside from the above, you may receive either a credit or refund in full, or in part, based on evidence found around your specific case.
I want to cancel on this specific date. Why can't I get a refund for the unused days?
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DaySmart will not provide refunds for non-usage of the software. When an invoice is charged, we provide access to the software until the end of that billing cycle to help you remove any information you may need. It is the responsibility of the account holder to cancel the subscription in accordance with when they will no longer need access by creating a case to cancel, or canceling the account through the Account Management website. Please contact us for any assistance needed in canceling your subscription.
How can I have an invoice receipt sent to me or another person?
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If you have misplaced your invoice or need to update the email they are sending to, we are happy to help. Please email us so we can assist with the request.
Did my payment go through?
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To verify if the payment has been submitted on our end, we are happy to assist with looking that up for you. Please contact us via the live chat feature.
What is this prorated charge?
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When upgrading or downgrading your subscription in-between billing cycles, we charge partial amounts for both the old subscription and new subscription based on the number of days both subscriptions were active. In this way, you only pay for the portion of the subscription you used for the portion of the billing cycle, rather than paying full price for both the old and new subscription
I can’t pay now, but I can pay in 2 weeks. Is that ok?
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Our system has a 7 day grace period when a payment failed or missed. If you are unable to make a payment within this time frame, the account will be suspended and can be reactivated by updating the payment method or by reaching out to our support team.