WhatsApp Cloud API - Extended Credits API | Developer Documentation
Investigate a ChatArchitect WhatsApp billing discrepancy
Use this checklist when an invoice, charge or quoted amount differs from what you expected. ChatArchitect customers pay ChatArchitect under their plan and commercial terms. The former Meta Extended Credits API example is not a customer procedure for viewing or changing your ChatArchitect bill.
For plan inclusions and message categories, start with the pricing guide. This page helps prepare a specific discrepancy for support; it does not publish new rates or promise access to a billing API.
Describe the amount being disputed
| Evidence | Record |
|---|---|
| Charge | The invoice or charge reference, currency, amount and the specific line you are asking about. |
| Applicable terms | The agreed plan or quote, its date and the allowance or rate you expected to apply. |
| Scope | The business number or connection concerned and the exact billing period, including the time zone used by the usage report. |
| Usage source | The report or export you actually used, its filters and what its unit counts: active customers, messages, conversations or another metric. |
| Difference | Your expected amount and the amount charged, with the calculation and assumptions shown separately. |
Use documents and reports you already have; this checklist does not assume a particular invoice screen, export feature or reporting endpoint. The reporting comparison guide helps align periods and units. A count of monthly active customers is not automatically a count of messages.
Reconcile one line at a time
- Check that the quote, charge and usage evidence refer to the same period and business number. Separate recurring subscription charges from usage or other agreed charges.
- For a usage line, establish what the line counts and which messages or customers the report includes. Where message categories matter, compare the category used for the charge with the actual approved template category.
- For service replies above the monthly allowance, use the separate charge and rate confirmed for your ChatArchitect terms. Do not calculate an amount solely from a Meta rate table or assume a public plan description resolves your invoice.
- Write down any part you cannot reconcile and ask support which terms, units and usage evidence were applied to that line.
The public pricing page currently contains inconsistent plan descriptions. If its wording conflicts with your quote or invoice, ask for confirmation of the applicable terms before choosing a value for your calculation.
Keep a sending incident distinct from a billing question
If a request failed or the recipient did not receive a message, record the actual response and final delivery evidence available from your sending system. See message status checks and sending error diagnostics. Neither request acceptance nor a CRM message count on its own proves that a particular invoice line is correct or incorrect.
If a number was recently moved or reconnected, identify the time of the change and the connection that produced the evidence. Do not use a billing dispute as a reason to disconnect the number, replace credentials or modify a Meta credit line.
Send a focused support request
Attach the relevant invoice line, agreed quote and redacted usage evidence. State the period, business number, expected amount, charged amount and the unresolved calculation. Ask which allowance or charge was applied and whether a correction is needed. Keep payment details, API secrets and unrelated customer messages out of screenshots.
Support must confirm any adjustment and the applicable payment terms. This guide does not promise a refund, credit allocation, automatic payment retry or a specific resolution time.
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