Troubleshooting Usage Charges

When auto top up fails, it's possible that your plan has been updated and the information is not yet reflected in EasyRoutes. You'll need to top up your balance manually.

Try the following actions to update your balance to a positive value:

• Follow the "Top up my SMS Balance" link and top up your balance using the Settings -> Help -> "Manage balance" modal. Once you top up manually, this will fetch the latest recurring charge information and auto top up should be functional when the balance reaches 0 again.
• If the top up fails, you can sync the state of your plan by upgrading or downgrading the number of drivers (or plan level) and restoring your old plan by performing the reverse action (reselecting the plan you initially had). This will reset the underlying recurring application charge, you should then be able to top up manually.

• In rare occasions, (e.g. if you normally have a high seat count, or are in a region with higher SMS costs) — you may need to manually increase the spending limit if you currently have a low seat count. Apps that issue usage charges can include a spending limit that prevents app charges from exceeding a maximum threshold over the duration of the billing period. If your spending in the app reaches the spending limit that you've set, then no additional charges for the app are permitted until a new billing cycle starts. To avoid this, you can increase the app spending limit.

  Steps

  1. From your Shopify admin, go to Settings > Billing.
  2. Click View all subscriptions.
  3. Click ...  next to the app. In this case, click on EasyRoutes.
  4. Click View spending limit.
  5. Enter an amount in the NEW APP SPENDING LIMIT field. The new amount must be greater than your current app spending limit. The app usage charge that's shown here might differ from what's shown on your invoice. The most up-to-date app usage charge is shown here.
  6. Select the checkbox to acknowledge that you're changing your app spending limit.
  7. Click Save.
  8. Click Confirm.