Accessing the Billing Section + FAQs

Outline:

• Buddi Billing: Features
• How to Access Billing
• Frequently Asked Questions (FAQs)
  • Paying Outstanding Balances (Failed Payments)
  • Selecting a Plan
  • Updating Billing Details
  • Adding a New Service
  • Changing Subscription Terms
    
  • Downloading Invoices
  • Store Management for Chains with Multiple Locations

We’re here to help. If you have questions about invoices, billing history, or your subscription—or anything not covered in this guide—our support team is happy to assist. Email support@buddi.io to create a new ticket.

Buddi Billing: Features

• Select and manage your subscription plans
• Enter and update payment information
  • Credit Card
  • Pre-authorized Debit (PAD)
• View and download invoices

How to Access Billing
Master Admin / 'Manager' Accounts only

1.  Log into the Admin Portal:
Go to app.buddi.io and log in with your Master Admin credentials.
 

2.  Click on the user (person) icon in the top-right > select 'Billing'

3.  Go to 'Customer Billing Portal':

You can manage your subscription, update payment information, and download historical invoices here.

NOTE: Only Master Admin users can access 'Buddi Billing' in the Admin Portal, unless an additional staff account is created with 'Manager' permissions enabled (those users can also access Billing).

IF YOUR MENU HAS SHUT DOWN, making payment will restore the service right away.

Frequently Asked Questions

Buddi Billing 

Failed Payments

What happens if my last subscription payment failed?

If a payment fails, you’ll be notified:

• In the Admin Portal (red banner):
    There was an issue processing your payment card on file. Please review and update your payment method here.  
  

• By email
  

How to Resolve a Failed Payment:

1. Click 'Update payment method' in your failed payment email (looks like the screenshot above) to update your billing information and process the missing payment;
   
   or
    
2. Go to Admin Portal > Billing to access and pay your invoice:
   1. Sign into the Admin Portal, 
   2. Click on the user (person) icon (top-right) > select 'Billing'
   3. Go to 'Customer Billing Portal'
   4. Click 'Pay Invoice' to process the missing payment
      
      

NOTE: This process applies even if you are re-entering the same card.

To keep your services running and avoid late charges, please update payment details promptly. If your services shut down, making payment will restore them right away.

Can I retry a failed payment?

• Please follow the steps above on 'How to Resolve a Failed Payment' to retry payment again.

I’m having trouble accessing the Billing page. What should I do?

• If you can’t access Billing, follow the troubleshooting steps in our Cannot Access Billing article.
  

• If you still can't access after following the guide, please contact support@buddi.io

Why is the Billing page showing the wrong number of stores?

• If the number of stores shown at checkout doesn’t match your actual setup, please don’t proceed with payment. Reach out to support@buddi.io so correct the configuration on our end before you complete your transaction.
   

What if the calculations are wrong?

• If your payment amount looks incorrect, please contact support@buddi.io
  
  

Subscription Management

Selecting a Plan

How do I know which plan to choose?

Buddi offers 3 subscription plans:

1. E-Comm: Online menu for your website
2. Kiosk: In-store menu for your tablet devices (Tablet App)
3. E-Comm + Kiosk: Both online + in-store menus
   
   

For further assistance on which plan to choose, contact support@buddi.io
 

Updating Billing Details

How do I change my payment card details?

How to Update Payment Card

1. Log into the Admin Portal:
   Go to app.buddi.io and log in with your Master Admin credentials.
2. Click on the user (person) icon in the top-right > select 'Billing'
3. Go to 'Customer Billing Portal'
4. Click '+ Add payment method'

NOTE: If you have multiple payment methods saved, make sure the correct one is set as the default for automatic payments. Click the three dots next to the card to update this.

How do I update my personal info that's shown on the invoice?

• On the same page in the 'Customer Billing Portal', click 'Update information' in the BILLING INFORMATION section. Revised details will be reflected on your next invoice.

Can I sign up for pre-authorized debit (PAD) to pay for my subscription?

• Yes. Buddi now offers automated payments directly from your bank account
• Instructions to set up PAD are provided below
  
  

How to Set Pre-Authorized Debit (PAD) as your Payment Method

1. Log into the Admin Portal:
   Go to app.buddi.io and log in with your Master Admin credentials.
2. Click on the user (person) icon in the top-right > select 'Billing'
3. Go to 'Customer Billing Portal'
4. Click '+ Add payment method'
5. Select 'Pre-authorized Debit' > Enter your Full Name + Email > click 'Add' to initialize setup.

PAD can be set up either by connecting your online banking account directly in Stripe, or by entering your banking details manually and verifying two small micro-deposits (1-2 business days).

Adding a New Service

NOTE: We recommend making changes 1-2 days before your next billing date to add a new service (E-Comm/Kiosk) or to change your subscription term (monthly/annual).

This will keep your billing cycles aligned. If you would like to complete the process sooner, please reach out to support@buddi.io to make arrangements.

How to Add Kiosk to an E-Comm Plan  or  E-Comm to a Kiosk Plan:

1 to 2 days before your next billing date:

1. Go to Admin Portal > Billing
2. Click 'Change Plan'
3. Select 'E-Comm + Kiosk'
4. Hit 'Continue to Payment'
5. Fill in your card details and click 'Subscribe'

That's it! You’re now switched to the E-Comm + Kiosk plan:

• If you added Kiosk, you can begin using the Tablet App (retail.buddi.io) right away.
• If you added E-Comm, your embedded Online Menu will load on your website immediately.
  
  

Changing Subscription Terms

How do I switch between monthly and annual billing?

How to Switch from Monthly → Annual:

On the day before your next billing date:

1. Go to Admin Portal > Billing
2. Click 'Change Plan'
3. Select 'Pay Annually (10% off)'
4. Hit 'Continue to Payment'
5. Fill in your card details and click 'Subscribe'

How to Switch from Annual → Monthly:

• As outlined in our Billing & Cancellation Policy, subscriptions renew automatically on your billing date. Switching from annual to monthly is only possible at the end of your current annual billing cycle.
  
  
• On the day before your renewal date, you can follow the same process as above, but choose 'Monthly' in Step 3.

How do I cancel my subscription?

Cancellations:

• You can cancel your subscription anytime in Admin Portal > Billing > 'Customer Billing Portal'
• Services will remain active until the end of your current billing period.
• To avoid further charges, cancel at least one day before your next billing date.
• Refunds are not issued for unused time on annual plans.
   

Please email support@buddi.io before cancelling so we can assist with next steps and note the changes on our side.

Billing & Cancellation Policy

• Client Responsibility: Customers are solely responsible for managing their subscription, including cancellations. Buddi employees do not cancel subscriptions on behalf of customers.
• Billing Cycle: Your subscription renews automatically on your billing date.
• Cancellations: To avoid being charged for the next cycle, you must cancel before your renewal date.
• Refunds: We are unable to process refunds for charges beyond 72 hours after billing.
  

Downloading Invoices

Can I download my invoices?

• Yes. Once a payment has been processed, a PDF receipt is automatically generated. You can download paid invoices at any time in the Admin Portal > Billing > 'Customer Billing Portal'.

Accessing Historical Invoices (earlier than September 2025)

• Invoices processed prior to September 2025 were handled through our previous payment provider. These invoices are still accessible: Admin Portal > Billing > ‘Download historical invoices’

Can I receive invoices automatically by email?

• No, invoices cannot be automatically emailed. Please download them directly from your 'Customer Billing Portal'.

Store Management

for Chains with Multiple Locations

I am opening an additional store location. How do I activate its subscription?

• Buddi will process a pro-rated one-time payment starting from the day your new store goes live; an invoice will be provided. After that, the store will be added to your regular billing cycle.

How does a one-time payment work when I add a store mid-cycle?

• You will be charged a prorated amount from the store’s activation date to your next billing cycle. After that, the store will be included in your regular monthly or annual invoice.

I’ve closed a store location. How do I cancel its subscription?

• To stop further billing for that location, please notify support@buddi.io and confirm the closing date. Our team will update your account so that you are charged the correct number of locations on your next billing date.

Can I get a discount on my subscription?

• Buddi offers discounts for annual term subscriptions and chains with 3+ locations. These discounts are automatically applied at checkout.

• If you are eligible for a discount and do not see it displayed on the Billing page, please contact support so that we can update your account accordingly.

Article: Choosing a Buddi Plan

Article: Cannot Access Billing