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Paying for and Activating Your Agent

Start a subscription for the agent the Polydom team set up, bring an inactive agent back, and fix a failed payment.

On this page

If the Polydom team set up Una for you, Una works on your dashboard before you pay anything. An Owner or Admin starts the subscription from a banner on Una's dashboard, and nothing about Una changes: settings, knowledge base and conversations stay as they are.

Bought Una yourself? You've already paid in the purchase form. The sections below on inactive agents and failed payments still apply.

The Banner

Click your agent's name in the sidebar to open Una's dashboard. Owners and Admins see the banner at the top. Members with the Readonly role don't.

Yellow Sandbox Agent banner with the expiry date and the Pay for subscription button

Sandbox Agent means Una is working without a subscription yet. If the banner shows an Expires date, Una becomes inactive and stops answering guests when it passes. If you need more time, talk to the Polydom team.

Paying

  1. Click Pay for subscription

    On a phone, the button reads Pay now.

  2. Check the price on Stripe's secure page

    Billing starts right away, with no trial. Total due today is the monthly price plus any tax.

    Stripe payment page with the monthly price and Total due today on the left, and the card, billing address and Pay and subscribe button on the right

  3. Fill in your payment details

    Enter your card and billing address, and tick the box to agree to the Terms of Service and Data Processing Addendum. If you buy as a business, tick I'm purchasing as a business.

  4. Click Pay and subscribe

    Back in Polydom, keep the window open while it shows Processing Payment and then Payment Successful!

  5. Check the status

    Agent Status at the top of the dashboard changes to Active. If it hasn't changed after a minute, reload the page.

If you leave the Stripe page without paying, nothing is charged and you can pay later from the same banner.

Each agent has a separate monthly subscription. To see invoices, change the card or cancel, see Billing and Subscriptions.

If Your Agent Is Inactive

An inactive agent doesn't answer guests. This happens when a sandbox date passes, a subscription is canceled, or a payment can't be collected.

Red Inactive Agent banner with the Pay for subscription button

Click Pay for subscription and complete the payment as above. Una comes back with the same settings and knowledge base.

If a Payment Fails

If Stripe can't charge your card for a renewal, Una's dashboard shows an orange banner. Una keeps working until Stripe stops trying to collect the payment. That can happen before the Ends date on the banner, so update your card right away.

Orange Payment Failed banner with the Update payment method button

  1. Click Update payment method. On a phone, it reads Update payment. The Billing page opens.

  2. On the agent's subscription, click Update Payment Method.

  3. On Stripe's page, add a new card or update the current one.

Once Stripe collects the payment, the banner goes away. If it can't be collected, Una becomes inactive and your company's members receive an email titled Agent has been deactivated.

Troubleshooting

  • I don't see Pay for subscription. You may have the Readonly role. Ask an Owner or Admin to pay, or to change your role.

  • The agent still shows Inactive after I paid. Reload the page after a minute. If nothing changes, click Contact support in the sidebar to reach the Polydom team.

Last updated November 5, 2026