The balance
The workspace's money in the Shop — what it is, how it is topped up by card on Stripe's page, what you see coming back, what freezes it, and the moves that explain every euro of it.
Balance, the Shop's third tab — /shop/balance. The Balance chip in the catalog's header opens it too. Its subtitle, which a phone hides, reads Top up the workspace's balance, and see what moved it — on Starter, which tops nothing up, See what moved the workspace's balance.
What the balance is
The workspace's money in the Shop, in euros. There is one per workspace, every Admin of it spends from the same one, and the figure under Balance says what it holds. An order is paid from it, and a warranty credit lands on it.
Its rules are those of the Terms of Service:
- it is spent only in the Shop;
- it does not expire;
- it is neither refunded nor exchanged for money, except where the law requires it.
Wherever top-up amounts are offered, even while the balance is frozen, the page restates these rules just above them: Spent only in the Shop, by any Admin of {workspace}. As the Terms of Service say, it doesn't expire and isn't refunded, except where the law requires it.
Topping up
Top up holds one card per amount Kops offers:
| On a card | What it says |
|---|---|
| The price | What you pay |
| {amount} added to the balance | What the balance gains — more than the price when the amount carries a bonus |
| +{percent} bonus | That bonus, on the amounts that have one |
| Pay {price} by card | Opens Stripe's payment page for that amount |
You pay by card on Stripe's secure page, which also asks for a billing address and your agreement to the Terms of Service, then you come back here. That agreement is the same as an order's box: the credit lands as soon as the payment does, and you waive the right of withdrawal on the top-up.
The balance is credited once Stripe confirms the payment. A top-up you opened but have not paid shows under Waiting for payment, with Started by {email}: nothing is credited, and nothing charged, until it is paid.
When there is nothing to pay for, the section says why instead:
| What you see | Why |
|---|---|
| Your plan buys nothing in the Shop yet: top-ups come with the plan that buys its accounts., with Upgrade Plan | Starter tops up nothing: a top-up takes the plan that buys accounts, Plus or Pro |
| Top-ups are not available right now. | Top-ups are switched off for now, on Kops's side |
| No top-up amount is offered yet. | No amount is on offer |
Coming back from Stripe
Stripe sends you back to this page, which checks the top-up before it says anything:
| Banner | What it means |
|---|---|
| Checking the top-up… | Kops is asking Stripe |
| Top-up paid: {amount} added to the balance. | Done. Back to the Shop takes you to the catalog, where you choose the quantity again |
| This top-up is not paid yet. If you paid, it will show here in a moment; if you left the payment page, nothing was charged. | The payment has not been confirmed yet |
| This top-up was not paid, and nothing was charged. | The payment page expired, or never opened, without a payment |
| This top-up could not be checked. Its payment will show in the balance. | The check failed, not the payment |
A frozen balance
A frozen balance can be neither topped up nor spent until Kops lifts the freeze. The page leads with Balance frozen and the reason, and the catalog leads with the same banner, with Contact support where the support chat is available. The catalog's chip says Frozen, the Pay {price} by card buttons are greyed, and an order is refused with Balance frozen.
| Reason | What the banner says |
|---|---|
| A top-up payment was disputed with your bank | A top-up payment was disputed with the bank, so Kops froze this balance: it can be neither topped up nor spent until Kops lifts the freeze. |
| Kops froze it — on suspicion of fraud or abuse, for instance | Kops froze this balance: it can be neither topped up nor spent until Kops lifts the freeze. Contact support to find out why. |
A freeze stops the money, not what you bought: the credentials still show, and a ban can still be reported — but while the balance is frozen, support decides the claim: it is not decided automatically.
A top-up's refund or dispute takes its share of the credit back, bonus included: all of it, for the whole payment. Either can leave the balance below zero.
Moves
Moves lists everything that changed the balance, newest first, each with its date and its amount, signed:
| Move | What it is |
|---|---|
| Top-up | A paid top-up, bonus included |
| Shop order | An order paid from the balance. It opens the order |
| Warranty credit | The price of a banned account credited under its warranty. It opens the order |
| Refunded top-up | A top-up Kops refunded: it takes its share of the credit back, or gives it back, if the refund fails |
| Disputed top-up | A top-up disputed with your bank: it takes its share of the credit back, or gives it back, if the bank decides for Kops |
| Adjustment by Kops | A correction of an error, or the settlement of a claim. Support says why on request |
Show older moves reads further back. With nothing yet, No move yet — Each top-up, and anything else that changes the balance, shows here.
In Streamer Mode, the balance, each move's amount, the amount a paid top-up added, and each waiting top-up's amount and email are masked, and so is the workspace's name above the amounts, all but its first letter. The amounts offered for a top-up are not: they are the same for every workspace.