Billing and data export errors
Messages on the Plan and billing page, in Stripe checkout and the billing portal, and when you export conversations or reports, with what each one means.
Last updated 3 min read
These messages appear when you change plan, pay through Stripe, open the billing portal, or export your conversations and reports.
Before you start
- Who this is for: owners and admins.
- What you need: the exact message you saw.
Step by step
- Note where you saw the message, for example on Settings > Plan and billing or Settings > Export data.
- Find it in the list below; messages are grouped by task and quoted word for word.
- Follow the fix, or open the linked guide for the full steps.
What happens next
Most fixes take effect straight away. If the same message comes back after the fix, refresh the page once, then contact us with the message and the page you were on.
Tips
- Payment messages never mean you were charged twice. A failed checkout charges nothing.
- Billing and exports are for owners and admins only.
Troubleshooting
Changing plan and paying
"Only owners and admins can change the plan"
Agents and viewers see the plans but the buttons are off. Ask an owner or admin. See Upgrade or downgrade your plan.
"Pick a plan"
The request did not include a plan. Refresh the page and press the plan's button again. See Upgrade or downgrade your plan.
"You are already on Growth"
You picked the plan you already have. Nothing changed. See Upgrade or downgrade your plan.
"Yearly billing is not available for this plan yet. Pick monthly."
Switch the toggle to Monthly and choose the plan again. See Upgrade or downgrade your plan.
"Payments are not answering right now. Try again in a minute."
Hushdesk could not reach Stripe. Nothing was charged. Wait a minute and try again. See Upgrade or downgrade your plan.
"There is no payment method on file yet"
This workspace has never paid by card. Choose a paid plan first; the portal is available after checkout. See Invoices, cards and the billing portal.
"This month you have already used more than Free includes. Nothing is deleted, but new conversations and AI answers pause until next month."
You chose a plan whose limits are below what you used this month. Your data is safe. Pick a larger plan, or wait until the month resets. See What happens at your plan limits.
Exports
"Only owners and admins can export data. Ask one of them."
You are an agent or viewer. Ask an owner or admin to download the export. See Export all your conversations.
"Only owners and admins can export data"
You are an agent or viewer. Ask an owner or admin to download the export. See Export all your conversations.
"Too many exports. Wait a minute."
You started several downloads in a short time. Wait a minute, then press Download export once. See Export all your conversations.
"Export is too large for one zip file"
The workspace holds more than a single zip file can contain (about 4 GB). Contact support for help with very large exports. See Export all your conversations.
"Only owners and admins can export reports"
Ask an owner or admin to export the report for you. See Export reports to CSV.
"Unknown report"
The export link was changed or is out of date. Open the report again and press Export CSV. See Export reports to CSV.
Frequently asked questions
Was I charged if Hushdesk says payments are not answering?
No. That message means Hushdesk could not reach Stripe, so no checkout or portal page was opened and nothing was charged. Wait a minute and press the plan or Cards and invoices button again. If it keeps happening, contact us and we will check the payment connection.
Why can an agent not see the billing buttons?
Changing the plan, opening the billing portal and exporting data are limited to owners and admins. Agents and viewers can see the plan and the meters but the buttons are switched off, and Hushdesk explains that only owners and admins can change the plan.
Why does Hushdesk warn me when I move to a smaller plan?
You have already used more this month than the smaller plan includes. Hushdesk tells you before the change that nothing is deleted, but new conversations and AI answers pause until next month. You can still go ahead, or keep a plan with higher limits.
Why does my export stop with a message about being too large?
A single zip file can hold about 4 GB. A workspace with more data than that cannot be exported in one file. Contact support for help with very large exports. For report numbers rather than full conversations, use the CSV export on each analytics report instead.
Why can I not export a report to CSV?
Exporting reports is limited to owners and admins, like exporting conversations. Agents and viewers can read every report on screen. Ask an owner or admin to export the CSV, or to change your role if you need to export regularly.
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Related articles
- Upgrade or downgrade your planMove to a bigger or smaller Hushdesk plan from Settings, pay monthly or yearly through Stripe Checkout, and see what changes the moment you switch.
- Invoices, cards and the billing portalOpen the Stripe billing portal from Hushdesk to download invoices, update your card or billing details, switch plan or cancel your subscription.
- Export all your conversationsDownload one zip with every ticket, message, internal note and customer in your workspace, as JSON, spreadsheets and readable transcripts.
- Export reports to CSVDownload any Analytics report as a CSV file with the same date range and filters as the page, ready to open in Excel, Numbers or Google Sheets.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.