💳 Why a white-label charge can appear
A white-label fee is tied to client workspaces on a billable plan, not only to a setting you remember turning on. If two client accounts are on plans that include or require white-label, the invoice can show a combined charge even when you did not edit those plans yourself. A line such as $208.60 is the total for the billed period; it is not proof that someone manually changed both accounts that day.
Charges often come from one of these situations:
- Each paid client plan is billed on its own, so two clients produce two fees.
- White-label was included with the agency signup, but extra client plans are still billed separately.
- A teammate, invite, or restored workspace put a client on a paid plan.
- Mid-cycle plan activity was prorated, so the amount does not match a round monthly price.
- A test workspace was never removed and stayed on a billable plan.
📋 What “no extra white-label charges” means
Signup language usually describes the base agency offer. It does not always mean every future client workspace is free. Read the current invoice line items and compare them with each client’s plan name. If the line says white-label or a client plan, the fee follows that plan for the dates shown, including any proration or tax.
🧪 Why a dormant test account can still be billed
Dormant means unused, not unpaid. A test client with no logins, projects, or reports can still be billed if the workspace remains active on a paid plan. Pausing work inside the account does not cancel the plan. To stop future fees, the client must be moved to a free or non-billable state, or removed, before the next renewal. Removal usually affects future invoices only; it does not automatically refund a period that has already been billed.
🔍 How to review the charge
- Open the profile avatar, then Billing → Invoices. Note the amount, dates, and the DETAILS value. Line descriptions are on the downloaded invoice.
- Match every line to a client name. Two lines usually mean two billable workspaces.
- Check who created or last changed each client plan, and whether the period is a renewal or a prorated partial cycle.
- Confirm the test account is still present and which plan it uses.
- Save a screenshot of the invoice and the client plan list before you change anything.
🛠️ How to avoid repeat charges
- Delete or downgrade unused test clients as soon as you finish testing.
- Limit who can add clients or change plans.
- Review client plans before the renewal date each month.
- Treat every new workspace as billable until you confirm its plan in writing on the invoice.
💬 When the charge still looks wrong
If the clients were never on a paid plan, the invoice covers an account you already removed, or the amount does not match the plan prices you were shown, our team can review the billing record with you. Have the invoice date, amount, and client names ready.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and send your message. A member of our support team will reply in the chat.