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What it is for

Each client connects their channels in an instance. When the agency’s instances run out, you buy extra packages on the Buy instances screen. On the Supporter Plan, the 5 included instances come first; on the Conventional Plan none are included, and all of them come from packages.

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Who can do it

Only the Owner buys. For the other roles, “Only the Owner buys” appears: extra instances are charged to the agency Owner’s card. In View as, buying is not available.

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Where to click

In the portal, open /caixas/comprar, or use Buy in Billing. The Buy instances button on the Supporter page works too.

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Step by step

1

Check before you buy

The side panel shows the instances in use. If there are free instances in Instances, they can go to a client without buying; use See free instances. A disconnected instance also counts.
2

Choose the billing

Under How many instances, choose Monthly or Yearly.
3

Choose the package

Select the package and the Number of packages with More and Less. It is one package per purchase; for more instances, buy another later.
4

Go to payment

Check the Summary and click Go to payment. The checkout opens in a Stripe tab.
5

Wait for release

You do not need to stay on the screen. If you already paid and the confirmation did not finish, use I paid — check.

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What happens next

When the payment is confirmed, the new instances appear in Instances. Use See instances to go there. On the Supporter Plan, the charge is added to the Supporter invoice, prorated in the first month. Without the Supporter Plan, payment goes through STChat’s Stripe checkout, on the agency’s card. Meta’s fees for Official WhatsApp are charged separately. Then assign the instance to an organization. See Instances and channels. To cancel a package, use Agency add-ons: Cancel at period end.

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Common errors

  • “The Supporter invoice is overdue. Settle it to buy.”
  • “No card on the Supporter Plan.”
  • “The card declined the charge.”
  • “There’s a purchase in progress”: resume or cancel the checkout before starting another (Resume purchase or Cancel this purchase).
  • “Too many attempts. Wait and try again.”
  • “Purchase unavailable right now.”
  • “Couldn’t finish the purchase. Try again.”

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Next step