Billing, subscriptions, and wallet — FAQ

Subscriptions

What does the monthly charge on my account mean?

In most cases that’s your monthly CRM subscription or your lead-buying-plan subscription. The wallet’s Transactions page shows the exact source on each line.

Are subscriptions refundable?

Monthly subscriptions are generally non-refundable. In some cases a one-time courtesy refund may be granted, but that’s the exception, not the standard policy.

How do I cancel my subscription?

Cancel directly inside the CRM: click the wallet icon in the top-right corner, then select the option to cancel your subscription. If you have more than one subscription listed, make sure to cancel each one you no longer need.

Why was I charged again after I stopped using the platform?

You have to cancel the subscription when you stop using it. The system doesn’t automatically know you’ve stopped — if it’s active, it renews.

Can support cancel my subscription for me?

Sometimes, yes. But the normal expectation is that you cancel it yourself through the CRM when you decide to stop.

If I cancel, can I come back later?

Yes. Log back in, restart your subscription, and you can begin taking calls again.

What happens if a renewal charge fails?

If a renewal fails for insufficient funds or a balance issue, support may be able to retry it from your wallet balance or your card on file once the issue is resolved.

Wallet

What’s the difference between my wallet balance and my subscription?

Your subscription gives you access to the platform (or to a lead-buying plan). Your wallet balance is the money available to pay for leads and other eligible platform charges.

How do I add money to my wallet?

Wallet funds are added through a debit or credit card.

Where can I see my charges, refunds, and payment history?

Click the wallet icon in the top-right of the CRM and open Transactions — that page shows a line-by-line history of charges, refunds, deposits, and subscription activity.

Can I see my saved cards?

Yes — the wallet area shows both your transaction history and the cards saved on your account.

Can my wallet balance be refunded?

Yes. Unused wallet balances can be refunded back to the original form of payment. Contact support to request it.

Refunds and timing

How long do refunds usually take?

Most refunds take 5 to 7 business days to appear. Some processors take 7 to 10 business days depending on the bank.

My refund hasn’t shown up — what do I do?

Wait the full refund window first. If it still hasn’t posted, contact your bank. In some cases support can provide an acquirer reference number so your bank can trace the refund.

Can a subscription refund affect my account access?

Yes — reversing a subscription charge can put the account into a negative balance, which may block access until the balance is cleared.

Agency payment scenarios

I’m in an agency and the agency owner is paying — what do I need to know?

Your ability to take calls depends on the agency owner’s wallet balance. Even if you have a personal allotment, the owner’s wallet still has to have enough money to fund calls.

Can I switch from the agency owner paying to paying out of my own wallet?

Yes. Support can change that setting so leads are paid from your own wallet instead of the agency owner’s.

Can the system pull from the agency owner’s wallet first, then fall back to mine?

No — it can’t split payments that way. Support can switch the payment source, but it doesn’t automatically fall back from one wallet to another.

Commissions

What does the estimate or commission amount in the CRM mean?

That’s a commission-calculation feature and the number is only an estimate. PolicyTek does not pay agent commissions — commission payments come from the carrier or your upline.

Need help?

If something here doesn’t match what you’re seeing in your account, email support@policytek.com with your account email and a short description and we’ll get it sorted.