Billing FAQ
Common questions about plans, balances, the affiliate withdrawal system, and getting billing support.
Answers to the questions that come up most around plans, balances, and getting help with account or billing issues.
How do plans and subscriptions work?
Mersal offers subscription plans grouped into categories, and you can buy, renew, or manage your plan from your account. Your active plan is what determines the capacity and features available to your account beyond your per-channel sending balances.
Where do I see how much I have left to spend?
Your dashboard's wallet card shows your current affiliate balance, and each connected channel — SMS, WhatsApp, Email — has its own channel card showing its remaining balance or quota, plus daily limits and live totals for sent, successful, pending, and failed messages. If a send fails unexpectedly, the wallet card and the relevant channel card are the first places to check.
Are SMS, WhatsApp, and Email billed from the same balance?
No. Each channel keeps its own balance or credit. SMS, Email, and WhatsApp are tracked and spent separately, so running low on one channel doesn't affect what you have available on the others — check each channel's card on the dashboard to see where you stand.
What's the affiliate program, and how do withdrawals work?
Mersal includes an affiliate system. Once your affiliate status is active, you can submit withdrawal requests against funds you've earned through it. Your available withdrawal methods depend on what your account supports — options can include bank transfer, e-wallet, or crypto, depending on your setup — so check your account's affiliate section for the methods actually available to you.
Can I see a history of what I've spent or been credited?
Yes. Your dashboard lists recent balance and transaction activity, giving you a quick audit trail of recent spending and credits without needing to dig through a separate billing screen.
How do I get help with a billing problem?
Open a support ticket. Tickets can be created for billing issues, assigned a priority, replied to as the conversation continues, and closed once resolved — it's the direct channel for anything your balance, invoicing, or plan that you can't resolve from the dashboard itself.
What happens if a channel balance runs out mid-campaign?
The channel's card on your dashboard will show it — Failed counts climbing or a stalled Pending count on that channel are usually the first sign. Since each channel bills separately, running out on one (say, SMS) doesn't stop the others (WhatsApp, Email) from continuing to send if they're still funded.
Can I change or cancel my plan?
Plan management — buying, renewing, upgrading, or otherwise changing your plan — is handled from your account's plan/subscription area. If you run into an issue managing it there, open a support ticket rather than guessing.
Still have questions?
- Product and feature questions: see the General FAQ.
- Delivery problems on a specific channel: see Message Delivery Issues.