Update your credit card, add new payment methods, or change your billing address through the secure Stripe Customer Portal. Changes take effect immediately and apply to your next billing cycle.
How to Update Your Payment Method
All payment method management happens through Stripe's secure customer portal:
- Open the Convo dashboard (click the menu bar icon)
- Click Settings in the left sidebar
- Select Billing from the Workspace section
- Click the Manage button
- Your browser opens to the Stripe Customer Portal
- Find the Payment methods section
- Click Update or Add payment method
- Enter your new card details
- Click Save to confirm
Secure and instant: All payment information is encrypted and processed by Stripe. Your new payment method is available immediately for future charges. Convo never stores your card details directly.
What You Can Update
Credit or Debit Cards
Add new cards, update existing card details, or remove old payment methods. Stripe supports Visa, Mastercard, American Express, Discover, Diners Club, and JCB.
Billing Address
Update your billing address for tax calculation and invoice generation. Changes affect how taxes are calculated on future invoices.
Default Payment Method
Set which card should be charged for subscription renewals. The default method is automatically used for all recurring charges.
Backup Payment Methods
Add multiple cards to your account. If the default method fails, Stripe automatically tries backup methods to prevent service interruption.
Adding a New Card
You can add multiple payment methods to your account:
Step-by-Step Process
- Open the Customer Portal (Settings → Billing → Manage)
- Scroll to the Payment methods section
- Click Add payment method
- Enter your card information:
- Card number (16 digits)
- Expiration date (MM/YY)
- CVC security code (3-4 digits)
- Cardholder name
- Billing ZIP/postal code
- Optionally set as default payment method
- Click Add to save
Security Note
Card details are entered on Stripe's PCI DSS-compliant payment form. Your information is encrypted in transit and at rest. Convo receives only a tokenized reference to your card—never your actual card number.
Removing a Payment Method
You can remove old or unused cards from your account:
- Open the Customer Portal
- Find the card you want to remove in the Payment methods section
- Click the Remove or Delete button next to the card
- Confirm deletion
Important: You cannot remove your default payment method if you have an active subscription. Add a new default method first, then remove the old one.
Changing Your Default Payment Method
The default payment method is used for all subscription charges:
- Open the Customer Portal
- View all payment methods in your account
- Find the card you want to use as default
- Click Set as default or the menu icon (⋯) → Make default
- Confirm the change
Your next subscription charge will use the new default method. The change takes effect immediately.
Updating Your Billing Address
Your billing address affects tax calculation on invoices:
- Open the Customer Portal
- Find the Billing information or Customer details section
- Click Update next to your address
- Enter your new billing address:
- Street address
- City
- State/Province
- ZIP/Postal code
- Country
- Click Save to confirm
Tax Implications
Changing your billing address may affect the tax rate applied to your subscription. Sales tax, VAT, or other taxes are calculated based on your billing location. The new rate applies to your next invoice.
When Payment Methods Are Charged
Understanding when your payment method will be charged:
Subscription Renewals
Your default payment method is charged automatically on your renewal date (monthly or annually, depending on your plan). You'll receive an email receipt after each charge.
Plan Upgrades
When you upgrade to a higher plan mid-cycle, the prorated amount is charged immediately to your default payment method.
Failed Payment Retries
If a charge fails, Stripe automatically retries using your default method over several days. If all attempts fail, backup methods are tried before subscription cancellation.
Trial Period End
If you're on a trial, your payment method is charged when the trial ends unless you cancel before that date.
Common Scenarios
Card Expiring Soon
If your card is expiring:
- Add your new card with updated expiration date
- Set it as the default payment method
- Remove the old expired card (optional)
Many banks automatically update card details with Stripe when they issue replacements, but it's best to manually verify.
Lost or Stolen Card
If you need to replace a compromised card:
- Add your replacement card immediately
- Set the new card as default
- Remove the old card to prevent any charge attempts
- Verify the new card is set as default before your next billing date
Switching Banks
When moving to a new bank:
- Add your new bank's card before closing the old account
- Set it as default immediately
- Keep the old card active until after your next billing cycle
- Remove old card once you've confirmed successful charge on new card
Company Card to Personal Card
Transitioning between cards:
- Add the new card (personal or company)
- Update billing address if it's different
- Set as default payment method
- Remove old card after confirming new default is active
Troubleshooting
Card declined or payment failed
- Verify your card has sufficient funds
- Check the expiration date and CVC are correct
- Confirm your billing address matches your bank records
- Contact your bank—they may have flagged the charge as suspicious
- Try a different payment method as backup
Can't remove old payment method
If removal is blocked:
- Ensure it's not set as your default method
- Add and set a new default payment method first
- Wait a few minutes for the change to process
- Try removing the old card again
New card not showing in app
- Wait 1-2 minutes for sync (changes are usually instant)
- Refresh the Customer Portal page
- Restart the Convo app
- Check you saved the card successfully in Stripe
Update not saving
- Verify all required fields are filled (card number, expiration, CVC, ZIP)
- Check your internet connection
- Try a different browser or disable browser extensions
- Clear your browser cache and cookies
- Contact support if the issue persists
Received unexpected charge on old card
If you were charged on the wrong card:
- Check the charge date—it may have been scheduled before you updated
- Verify the new card is set as default in the portal
- Contact support with your invoice number for clarification
- Future charges will use the current default method
Security and Privacy
PCI DSS Compliance
All payment processing is handled by Stripe, a PCI DSS Level 1 certified payment processor—the highest level of security certification in the payment industry.
Encryption
Card details are encrypted during transmission (TLS 1.2+) and stored using AES-256 encryption. Your full card number is never visible after initial entry—only the last 4 digits are shown for identification.
Tokenization
Convo never stores your actual card details. Stripe generates a secure token that represents your card. This token is useless to attackers and cannot be used outside your Convo subscription.
Two-Factor Authentication
Some cards require 3D Secure verification (a one-time code sent by your bank). This adds an extra layer of security for online transactions and is handled automatically during payment.
Next Steps
Ready to update your payment method? Here's what to do:
- Managing your subscription - Access the Customer Portal
- Viewing billing and invoices - Verify charges after updating
- Changing your plan - Upgrade or downgrade your subscription
- Open Settings → Billing → Manage to update your payment method now
Need help?
If you're experiencing payment issues or have questions about billing, contact our support team at ivan@itsconvo.com. Include your invoice number or the last 4 digits of your card for faster assistance.
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