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Billing and credits

Configure and recover auto top-up

Let Sonize buy a credit pack for you when your balance runs low, and fix a top-up that failed.

What you will achieve

Your balance is topped up automatically when it runs low.

Before you start

  • Only the workspace owner, or someone with billing access, can set up auto top-up. It is set up on the web.
  • Auto top-up is a separate permission to charge your saved card later without asking again. It is not part of a subscription. It stays on until you turn it off, or until we turn it off because charges keep failing. You keep the 14-day right of withdrawal for each automatic purchase.

On the web

  1. 1

    Open Credits & plan and scroll to Auto top-up.

  2. 2

    Read the authorization and tick its box. The switch stays off until you do.

  3. 3

    If the status says Payment method required, choose Set up payment method and finish the secure page. Coming back without finishing turns nothing on.

  4. 4

    Turn on Auto top-up, choose the balance that triggers a top-up and the pack to buy, then choose Save.

  5. 5

    Check the status line. Payment method ready means auto top-up is ready to work.

  6. 6

    If the status says Top-up needs attention, fix the problem shown (card or billing address), then choose Retry top-up if the button appears.

Expected result

The switch is on with your chosen balance and pack, and the status shows Payment method ready or Last top-up succeeded.

Important

Auto top-up charges your saved card without asking again: at most 3 times in 24 hours and never more than €200 in a calendar month, with an email after each charge. Cancelling your plan doesn’t turn it off: switch it off yourself if you no longer want these charges.

Fix a problem

Problem: The switch can’t be turned on.

What to doOn the web, tick the authorization box first. If you installed Sonize from the App Store or Google Play, auto top-up can’t be set up in the app: use the web.

Problem: Payment method setup doesn’t finish.

What to doCheck your card and billing address, then choose Set up payment method once more. Opening the setup page never charges you.

Problem: The status stays on Top-up requested or Payment in progress.

What to doWait a few minutes and refresh the page. Don’t switch auto top-up off and on: Sonize never starts a second top-up while one is in progress.

Problem: The status says Top-up needs attention.

What to doFollow the message shown (card, address, or tax details). Use Retry top-up only when the button appears; otherwise set up the payment method again or contact support.