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Billing Frequently Asked Questions (FAQ)

Find the answers to common questions about billing in Agorapulse.

This article answers common questions about billing in Agorapulse.


How do I redeem a coupon for a discount?

A coupon code may be used when subscribing to Agorapulse, or when managing an Agorapulse subscription. To redeem a coupon code in Agorapulse while subscribing to Agorapulse:

  1. Enter all required billing and contact information

  2. On the right-hand side of the screen, click Add coupon

  3. Enter your coupon code and validate it

  4. Continue with the subscription process

The discount will be applied immediately after the coupon is validated.

Please Note: Once you have subscribed, if you click on Subscription, we do not include the discount from the coupon in the Summary on the right side of the page.


Do you offer a discount for nonprofit organizations?

Yes, Agorapulse offers a discount for eligible nonprofit organizations:

  • Online purchase: Eligible nonprofits can receive a 20% discount on monthly or annual subscriptions to self-service plans (Standard, Professional, or Advanced). The discount is applied at checkout using a coupon code and covers the base plan, user add-ons, social profile add-ons, and competitor add-ons. This discount does not apply to Listening, X Lite, or X Plus add-ons. Please contact our Support team for more information.

  • Manual invoices: If you would like to apply for a nonprofit discount with manual invoicing, please contact our Support team.


Why was my credit card declined?

If your credit card is declined, the most common causes are:

  • Insufficient funds on the account

  • Bank restrictions on foreign transactions

  • Issues with the 3D Secure (3DS) process

In most cases, contacting your bank will resolve the issue. Confirm whether sufficient funds are available and that international payments are permitted. If the decline is related to 3D Secure, request that your bank authorize the transaction.
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If the issue persists, please contact our Support team.


Why did my PayPal payment not go through?

If a PayPal payment fails, the most common causes are:

  • Insufficient funds on the linked account

  • Bank restrictions on foreign transactions

Check with your bank to confirm whether sufficient funds are available and whether international payments are permitted. If the issue continues, please contact our Support team.

What is VAT?

European VAT (Value Added Tax) IDs are unique identifiers assigned to businesses registered within the European Union. Each VAT ID starts with a two-letter country code followed by a country-specific string of digits (and sometimes letters). The country prefix tells you where the business is registered.

Examples of VAT IDs for each European country are listed in the drop-down below.

VAT ID examples

Country

Prefix

Format

Example

Austria

AT

U + 8 digits

ATU12345678

Belgium

BE

10 digits (starts with 0 or 1)

BE0123456789

Bulgaria

BG

9 or 10 digits

BG123456789

Croatia

HR

11 digits

HR12345678901

Cyprus

CY

8 digits + 1 letter

CY12345678L

Czech Republic

CZ

8, 9, or 10 digits

CZ12345678

Denmark

DK

8 digits

DK12345678

Estonia

EE

9 digits

EE123456789

Finland

FI

8 digits

FI12345678

France

FR

11 characters (digits, sometimes with letters)

FR12345678901

Germany

DE

9 digits

DE123456789

Greece

EL

9 digits

EL123456789

Hungary

HU

8 digits

HU12345678

Ireland

IE

8 digits/letters, varied pattern

IE1234567FA

Italy

IT

11 digits

IT12345678901

Latvia

LV

11 digits

LV12345678901

Lithuania

LT

9 or 12 digits

LT123456789

Luxembourg

LU

8 digits

LU12345678

Malta

MT

8 digits

MT12345678

Netherlands

NL

9 digits + B + 2 digits

NL123456789B01

Poland

PL

10 digits

PL1234567890

Portugal

PT

9 digits

PT123456789

Romania

RO

2–10 digits

RO123456789

Slovakia

SK

10 digits

SK1234567890

Slovenia

SI

8 digits

SI12345678

Spain

ES

Letter + 7 digits + letter (varies)

ESX1234567X

Sweden

SE

12 digits (ends in 01)

SE123456789001

Why do I pay VAT?

If you are located in Europe (except France), VAT should not be applied if you provide a valid VAT number during subscription. If a valid number is not entered, VAT will be applied according to your country’s rate. Your country is verified with your IP address, billing information, and credit card postal code.

You can update your VAT number or other billing information at any time in your Billing information settings.


Do you charge fees for international transactions?

Agorapulse doesn't charge any additional fees beyond the subscription plan. If there are any International fees, you will need to check with your bank.


Can I pay my next invoice early?

Agorapulse does not support early renewals or prepayments. The next invoice is only generated at the beginning of your next billing period.


How to view your subscription's renewal date

You can view your subscription's renewal date by:

  • Clicking on your avatar in the bottom-left corner of your screen

  • Select Subscription

  • At the top of the page below your plan, you will see your plan's next renewal date.

Can I reactivate my previous subscription plan and pricing?

If your subscription has been canceled, including cancellations due to non-payment, your previous pricing and plan may no longer be available for reactivation.

When reactivating a subscription, you will be required to subscribe using the current pricing and plans available at the time of reactivation. This also applies to legacy plans that are no longer offered.

Our pricing evolves over time to reflect new features, platform improvements, and ongoing enhancements to Agorapulse. As a result, previous subscription rates cannot be guaranteed once a subscription has been canceled.

You can view our current plans and pricing here: https://www.agorapulse.com/pricing/

If you have questions about available plans or need assistance choosing the best option for your needs, please contact our support team.

What payment methods does Agorapulse accept?

Agorapulse accepts the following payment methods:

  • Visa

  • MasterCard

  • American Express

  • PayPal

  • Bank transfer (subject to eligibility criteria)

Eligibility criteria for Bank Transfer

Payment via bank transfer is available for customers who meet specific eligibility requirements. These include:

  • Subscription to the Advanced plan with annual billing, a minimum of two user seats, and an annual contract value of at least €/$3,576.

  • Subscription to a Custom annual plan with a minimum annual contract value of €/$6,000.

If you do not meet these criteria, you will need to use one of the other accepted payment methods, such as a credit card or PayPal.

Why did my payment fail?

If you encounter issues with your payment, consider the following:

  • Verify Card Details: Ensure that the card information entered is correct and up-to-date

  • Check Funds: Confirm that your card has sufficient funds to cover the subscription cost

  • Blocked Payment: In this case, you will need to contact your bank and authorize the payment

If your payment still fails, please reach out to our Support team for assistance.

Will my subscription end after a failed payment?

If you have the auto-renewal option selected in your subscription settings, our system will automatically attempt to collect payment on your renewal date. When a payment fails, the system will automatically retry collecting the payment over the next 12 days.

The payment retry schedule is as follows:

  • Day 2

  • Day 5

  • Day 8

  • Day 12

This structured schedule ensures multiple opportunities for successful payment processing. During this time, you won’t lose access to the tool, giving you time to resolve the issue.

After these 12 days, if your payment is still unsuccessful, your subscription will be cancelled. To avoid subscription cancellation, the past-due invoice must be paid no later than the 12th day. For example, if an invoice is due on the 1st of the month and the invoice isn't paid by the 13th, your subscription will be cancelled.

When subscribing/updating my subscription, why am I seeing "Clean to continue" instead of "Continue to payment"?

During the subscription process, if you remove an add-on while it is still being used in your organization, this will trigger a usage overage.

The following add-ons can trigger a usage overage:

  • Additional user(s): If the number of active users exceeds the number of seats in your organization when reduced

  • Additional social profile(s): If the number of connected social profiles exceeds the number of additional social profiles when reduced

  • X Plus & X Lite: If the number of connected X profiles exceeds the total number of X Plus or X Lite add-ons when reduced.

If there is an overage of one of these add-ons, instead of seeing the Continue to payment button, you will see Clean to continue, and you will need to remove what is triggering the overage before you can continue to the payment page.
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To remove this overage, you will need to:

  1. On the Subscription page, click Clean to continue

  2. In the pop-up, there will be individual tabs at the top of the pop-up for each add-on that has an overage, and the number of overages will be displayed next to the add-on's name. The steps to manage overages for each add-on type are listed below:

    • User (seats): In this tab, you will need to either:

      • Click the Bin icon under the Delete column to remove the user from your organization. Deleted users will appear in the Delete users drop-down, and you can undo the deletion by clicking Cancel deletion to the right of the deleted user.

      • Select the checkbox Keep as Archie user. Selecting this will allow the user to remain in your organization as an Archie-only user; this is a free seat. More information about this role is available here.
        ​Note: If you are removing multiple users and wish to keep them as Archie users, click Keep all as Archie users at the top of the column

    • Social profiles: If there is a specific profile that you would like to use, you can use the search bar to search for the profile. Once you locate the profile you want to remove, click the Bin icon under the Delete column. Deleted profiles can be viewed from the Deleted social profiles drop-down, and you can undo the deletion by clicking Cancel deletion to the right of the deleted profile

    • X (Twitter) profiles: In this tab, you will need to either:

      • Click the Bin icon next to the X (Twitter) profile you would like to remove. All removed profiles will appear in the Delete X(Twitter) profiles drop-down and can be restored by clicking Cancel deletion to the right of the deleted profile.

      • If you would like to keep this profile and have additional X Lite or X Plus add-ons purchased, you can drag and drop the social profile into the relevant box

  3. Once you have removed the overages from your organization, click Review changes

  4. A window will open confirming the changes that have been made. Once you have reviewed these changes, click Confirm changes

Once you have confirmed these changes, you will automatically be taken to the payment page.

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