Here are answers to the most common billing questions for Icemail users.
What Is Auto-Renew?
Auto-renew means your mailboxes automatically renew each month. Unless you manually cancel a mailbox, it will continue to renew and you will be charged each billing cycle.
What Is Auto Top-Up?
Auto top-up automatically adds funds to your Icemail wallet when your balance drops below a set threshold. This ensures your mailboxes don’t get deactivated due to insufficient balance.
You can enable, disable, and configure your top-up threshold in Billing settings.
Why Was I Charged After Disabling Auto Top-Up?
Disabling auto top-up only stops automatic wallet refills. If mailbox auto-renew is still enabled, renewal charges will still be processed when your mailboxes renew. To stop future charges, you must cancel the mailboxes themselves.
My Mailboxes Were Deactivated Due to a Pending Renewal
If your wallet balance was insufficient at renewal time, mailboxes may be deactivated. To reactivate them:
Add wallet credits in Billing → Add Credits
Your mailboxes should reactivate automatically once sufficient balance is available
If they don’t reactivate within a few hours, contact team@icemail.ai
Getting a Custom Invoice or Payment Link
Icemail’s standard payment method is wallet-based. For large orders, custom invoices are available. Contact team@icemail.ai with your order details to arrange a custom payment.
About Wallet Credits
Wallet credits are prepaid — add funds and they are used as mailboxes renew
Stripe processing fees (3–4%) are non-refundable
Unused wallet balance is not automatically refunded
How to View and Download Invoices
Go to Billing in your dashboard
Click View Invoice next to the relevant charge
Download the PDF for your records
Duplicate Charges
If you believe you have been charged twice for the same item, contact team@icemail.ai immediately with your account email and the details of the duplicate charge.