Why This Matters
Most of Pay As You Go is self-serve — top up credits, run events, download invoices. But there are five situations where a quick email saves you days:- You want to try a beta or enabled-by-request feature (most also require Pro or Enterprise — we’ll tell you).
- You need Enterprise pricing for high volume, Checkout, or custom integrations.
- You have a billing question or need a custom invoice / refund handled.
- You’re stuck on a step and want a human to look at your account.
- You want to discuss whether Pro is right for you before you click upgrade.
Where to Reach Us
| Reason | Best contact |
|---|---|
| General product questions, stuck on a step | support@9pic.ai |
| Enterprise pricing, custom integrations, Checkout | 9pic.ai/contact |
| Beta or enabled-by-request features | support@9pic.ai |
| Refunds, custom invoice corrections | support@9pic.ai |
| Stuck or failed payment | support@9pic.ai (after trying Recheck — see Invoices & Transactions) |
Pay As You Go customers get the same response standard as Pro and Enterprise. We don’t deprioritise PAYG emails.
Beta and Enabled-by-Request Features
Some 9Pic products aren’t visible by default in the dashboard. They’re available — they just need a quick email to turn on. Note that most of these also require the Pro or Enterprise plan; Pay As You Go alone won’t unlock them.| Product | Status | Available on |
|---|---|---|
| 9Pic Checkout — sell photos online | Beta | Enterprise |
| 9Pic Flow — AI video reels | Beta | Pro, Enterprise |
| 9Pic Buzz — frames & badges | Enabled by request | Pro, Enterprise |
| 9Pic Certify — certificates | Enabled by request | Pro, Enterprise |
| 9Pic Select — client photo proofing | Enabled by request | Pro, Enterprise |
- Your organisation name (or login email).
- The feature you’d like to learn more about.
- Your upcoming event date, if any.
When to Talk to Us About Enterprise
Pick Enterprise (instead of Pro) when at least one of these is true:High photo volume
Tens of thousands of photos per event, or many events per year. We can offer better unit pricing at scale.
You want to sell photos online
9Pic Checkout (selling event photos with refunds, taxes, and a payment gateway) is Enterprise-only — Pro doesn’t unlock it.
Custom integrations
You want API keys, webhooks, or to integrate 9Pic into your own apps. The Developer Zone is Enterprise-only.
Custom payment gateway
Your organisation requires a specific payment gateway, country, or merchant configuration. Payment Config is Enterprise-only.
From the dashboard
Open Credits → Purchase Credits, click the Enterprise plan card, and you’ll be taken to our contact form at 9pic.ai/contact.
Or email directly
Email sales@9pic.ai with:
- Your expected annual photo volume.
- The products you want (Checkout, Developer Zone, etc.).
- Your timeline (next event, integration deadline).
When to Email About Billing
Use support@9pic.ai for any of these:- A payment row stays on Pending for more than 10 minutes after clicking Recheck.
- Your card was charged but credits didn’t appear in your balance after Recheck.
- You need an invoice with corrected company name / address — and the existing invoice is already issued.
- You need a custom invoice for a non-credit payment (rare; we usually direct you to Custom Payment in the dashboard first).
- You need a refund and the Refund Policy is unclear about your case.
- You need a bulk export of invoices for accounting (e.g. a year’s worth in a single zip).
- Your organisation name or login email.
- The payment ID of the affected transaction (visible by clicking the info icon on the row in Billing & Transactions).
- A screenshot of the dashboard state.
- The time the issue happened.
When to Email About Operations
Use support@9pic.ai for any of these:- Photo processing is stuck on an event and the Troubleshooting pages don’t help.
- A teammate isn’t receiving an invite after 3 resends.
- An event’s public link doesn’t load.
- The dashboard behaves differently than what this guide says.
- Your organisation name or login email.
- The event ID (visible in the URL of the event details page).
- A screenshot or short screen recording of the issue.
- The time the issue happened.
When to Talk to Us Before You Upgrade
If you’re not sure whether Pro is right for you, you can email support@9pic.ai before you commit. Useful when:- You want a quick walk-through of the creative tools (Certify, Flow, etc.) before you pay for them.
- You have a one-off event coming up where you’d want a custom domain only for that event.
- Your usage is right around the break-even point with the Pro subscription fee.
- You’re considering Enterprise instead of Pro and want a comparison.
Common Questions
Do you offer phone support?
Do you offer phone support?
Phone calls are reserved for Enterprise conversations. Email is the fastest way for everything else, including PAYG.
How quickly do you respond?
How quickly do you respond?
Business-day responses for support emails. Enterprise sales conversations are usually scheduled within 24–48 hours.
Can you sign an NDA or share a security overview?
Can you sign an NDA or share a security overview?
Where can I see status / outage information?
Where can I see status / outage information?
Email support@9pic.ai. We share status and impact directly while we get a public status page in place.
Can I get a discount on my next top-up?
Can I get a discount on my next top-up?
PAYG credit pricing is fixed — we don’t run discounts on per-credit cost. For volume discounts, the conversation is about Enterprise — see 9pic.ai/contact.
Next Steps
When to Upgrade
The honest math on Pay As You Go vs Pro.
Upgrade to Pro
Self-serve flow if you’ve decided.
Contact Support
Full reference for support channels and response times.
Pay As You Go Guide Home
Back to the journey overview.