Upgrade.Chat FAQs

Please read all the FAQs in the docs before asking questions in the support server. The support server is ONLY for Upgrade.Chat questions. By using this bot you fully agree to the terms of service.

What is Upgrade.Chat?

Upgrade.chat is a Discord bot and Verified Stripe partner (https://stripe.com/partners/upgrade-chat). The bot allows server owners to sell roles, accept donations, sell access or digital / physical products direct from your Discord chat server. You can lock channels and sell roles to access those channels. Before asking for help in the support server, please review the Bot Commands in Discord by Typing $help

1) Invite the bot with this link: https://upgrade.chat/invite (Make the bot an admin & move it's role to the top of the role list.)

2) Access the control panel here: https://upgrade.chat/control-panel (If you still have questions after reading this FAQ, ask them in the support server.)

3) Connect or Create a STRIPE account to your server:

4) If you don't have a STRIPE account, you can create one to connect:

5) Create Roles in Discord and set the role for sale in the Upgrade.Chat Control Panel.

Click Sell Role on the Role You Want To Sell
Set The Price, Frequency, Free Trial and Description

NEW FEATURE: SERVER REFERRAL REWARDS

Want to have your members advertise your server? Simply set referrals in your control panel settings and set the rate. https://upgrade.chat/settings

Enable Referrals and Set a Refund % Rate

Your members can generate a referral link by typing $refer.

Example Message of a Referral Link

When they refer someone, they will get a ONE TIME (OR RECURRING) ACCOUNT CREDIT that you set for each paying member they refer to your server of the LESSER amount of roles purchased. WATCH A VIDEO OF HOW REFERRALS WORK BY CLICKING HERE OR JOINING THE SUPPORT SERVER If Referral Rate = 10%: Someone purchases $100 role and refer someone who buys $100 role, they will get $10 back. Someone purchases $100 role and refer someone who buys $50 role, they will get $5 back. If you set the recurring referral feature, that means the original referring member will get an account credit against their subscription every billing cycle that the person the referred stays subscribed to your service.

People are invited to YOUR SERVER as soon as they make a successful purchase.

Only Members Who Purchased a Role Can Use Referrals and get account credits.

It doesn't matter when someone purchased a role or what type of role they purchased (recurring or one time), if they refer someone they can still get credit for the referral.

The referral amount paid is the % of the FINAL AMOUNT PAID at the time of checkout. This means if a coupon was applied, only the AMOUNT CHARGED is what the % refund will be.

The max someone can be credited is 100% OF THEIR BILL FOR THE CYCLE. Nothing over that.

IF SOMEONE SIGNS UP WITHOUT A REFERRAL LINK THERE IS NO WAY FOR IT TO BE ADDED! (You can manually credit the original person in STRIPE but there is nothing the bot can do)

Setting Coupons:

Click the payment tab and then click add coupon.

Generate a code for your coupon or make your own.

You can set two types of coupons. Dollar Amount (Value) or Percentage.

Pick Value Dollar Amount or Percentage Off

You can set the duration for the coupons: -One Time (Single Use Coupon) -Forever (For The Life of The Subscription) -Repeating (Certain Number of Billing Cycles)

Set How Long You Want The Coupons To Last

You can also limit the number of coupon uses. This allows for a limited number of people to take advantage of the discounts.

Can I use Upgrade.Chat on my Website? YES!

In your discord server type: $upgrade and generate a checkout link. The link will look like this: https://upgrade.chat/checkout/544238107957133352 <- The last part is your serverID number.

Because all checkout links are now server dependent instead of user dependent, you can use these links anywhere and people can purchase a role from anywhere; Your Website, Instagram, Facebook, Messenger, Email, Message Boards, Other Chat Services... Pretty much anywhere that you can think of.

Users will be invited to your room and given the role after checkout.

How to Set The Default Channel:

In your discord server type "setchannel" where you want the bot to send updates when people pay or downgrade. This is where the bot will respond with updates, welcome messages and more. However, any channel the bot can see, will respond with an upgrade message to a user.

How do people cancel their subscriptions?

They simply type "$downgrade" in a channel that the bot can see. Select from the list of roles you have in the server and then type "$downgrade role#" The bot will then set their subscription to cancel at the end of the billing period. If the bot can't find their subscription ID, you will need to look for their subscription in STRIPE manually.

If someone only has ONE role, it will NOT bring up a list of roles and will just cancel that role.

Loading Screen Stuck and Not Loading:

You could have an outdated cache, cookie or version. Try a hard refresh or try to load the checkout or control panel from an incognito window.

Sending Emails to People who Purchase Roles:

You can have STRIPE send emails to customers whenever they make a successful purchase or you refund them. Additionally you can email them about failed payments and upcoming invoices.

https://dashboard.stripe.com/settings/billing/automatic
https://dashboard.stripe.com/settings/emails

Removing Members who don't pay or dispute:

The bot will automatically BAN people who dispute your room's transaction but role removal only happens according to your charge "retry" settings. You need to set these to not allow for retries.

https://dashboard.stripe.com/settings/billing/automatic

Server Error (500) when trying to checkout?

This means someone is trying to access a link they are not supposed to. The only way people should be checking out is by typing "upgrade" or any of the upgrade commands in any language in a server and click the generated upgrade link for that user.

How do I remove the Sponsor message?

We are adding a way for the sponsor message to be removed from your room by June, 2020. Until then, the only thing you can do is become one of the sponsors yourself by purchasing the sponsor role in our server. This will get you a link to wherever you want (upon approval) at the bottom of every upgrade message. The cost of this is dependent on the number of members that Upgrade.Chat sees as a whole in every room which we consider "possible impressions" for your link.

These are the rates based on current members:

0-100K = $25/week 100-200K = $50/week (current) 200-300K = $100/week 400-500k = $200/week 500k-1M = $300/week 1M+ = $600/week

What countries is Upgrade.Chat / STRIPE available in?

NOTE ABOUT INDIA: https://support.stripe.com/questions/stripe-india-support-for-marketplaces THE BOT WILL NOT WORK UNTIL STRIPE FINISHES "PREVIEW MODE".

My account was denied / restricted / declined or not approved?

When this happens, it is most likely because you are trying to apply with a restricted business: https://stripe.com/restricted-businesses

or because you did not provide all the information STRIPE needed to complete your account. Please contact STRIPE as we have nothing to do with their account processing.

How do trials work?

When a user purchases a role, they put their card on file and when the free day limit that the server owner sets, their credit card will be billed and their billing cycle will begin from the day the trial ends. To check the status of a member to see if they are on a trial, please search that customer in your STRIPE dashboard: https://dashboard.stripe.com/subscriptions

Currently, free roles can not exist. Only free trials for paid roles.

Do you support PayPal?

Not yet. When we get 25 Supporters in our server we will build it:

https://upgrade.chat/checkout/544238107957133352

Can I change the Upgrade.Chat prefix?

No. The Prefix is $ or nothing at all.

Blank / Empty Control Panel / No Servers Show Up:

⚠️ONLY SERVER OWNERS AND ADMINS CAN USE THIS BOT. ⚠️ If the server you are expecting is not showing up in https://upgrade.chat/control-panel you MUST try to log in from an INCOGNITO WINDOW. The most likely reason is:

  • You are not logged in via the browser.

  • You are logged into an account that doesn't own the server.

  • You don't have any roles in the server (which you need for the bot to see).

Try logging into the control panel from an incognito browser window.

My Admin can't see or edit settings?

You must make sure this person is ACTUALLY an ADMIN in Discord in order to see or edit settings in the control panel. The role they have MUST have ADMINISTRATOR permissions with their role in your server:

Are subscriptions Automatic?

Yes, they will automatically be billed if you set the role as a subscription and then save the role for sale.

Can I set a Terms of Service for my Server?

Yes, in the https://upgrade.chat/control-panel settings you can set your terms of service. It will show up when the customers go to checkout.

This is where your terms of service will show up.

What happens if I kick Upgrade.Chat?

-You will have to manually manage all your subscriptions. -You will have to manually check who disputed your transactions, find the user and kick them. -You will have to manually payout referrals (if you have that feature enabled) -Automatic Role Removal WILL NOT WORK.

Do you have partnerships or special rates?

If you own a bot that has over 1,000 servers or a server room with over 5,000 members, we would give you a special rate for using our bot.

I am trying to purchase but it's not letting me or link my username?

Try again from an incognito window to make sure you are logged into the right account. If it's a new account make sure to verify your email. If it's still an issue, contact your server owner and see if there is an issue with their STRIPE account.

Verify Your Account & Email

STRIPE is asking for a business name?

Yes, you can register for an "individual account" in the drop down on the register page. You must complete all your info in order for the account to be active. If you don't complete all your info, they might not enable payments or withdrawals.

The bot responds in every channel?

You control access to the channels, you can prevent the bot from speaking in certain channels by removing admin privileges from the bot but allow it to send messages and embeds, then prevent it from talking / seeing the channel that you don't want it to talk in. This involves you setting Discord perms.

How do I reorder roles for sale?

Roles are ordered from HIGHEST TO LOWEST. This cannot be changed.

What if someone leaves and rejoins?

The bot will attempt to remove the role if they have it again at the end of the billing cycle. They will not be given the role back when they rejoin, this must be done manually but removal is automatic.

Can someone get a trial once they already got a trial?

Yes, just like every other trial with other companies, (hulu, netflix, prime, etc) if someone changes their email they can get a new trial. The simple way to avoid this is to not have trials at all.

Why wasn't someone's role removed when their payment failed?

You need to adjust your dunning settings in stripe to determine when the person should be removed or if their payment should be retried. If you are a smart retry system, it will try a few times before cancelling. You can adjust the settings here: https://dashboard.stripe.com/settings/billing/automatic

If you want immediate denial, remove all retries.

Are there paid trials available for my members?

Yes, setting up a paid trial is simple. Just create a one time coupon and give it out. The person will be billed a discounted rate the first billing cycle and then the full amount every cycle going forward. Ex. If your role subscription length is monthly, then the first month will be the reduced rate and every month going forward will be full price.

A billing cycle can be a week, month, quarter, half year or year.

Duplicate Customer Names & Emails in STRIPE?

This is not a bug, this is meant by design. We create a "new" customer each time a payment is made. The reason for this is because this would require us to pull information from your STRIPE account to make updates, we have decided that we only want to PUSH info into your account and not receive any data FROM your account for security / privacy. Each new role purchased will be a new customer.

What happens if I cancel someone's role manually in STRIPE?

The bot will get the information and remove the role. You can choose in STRIPE when you want to cancel the role. Either immediately or at the end of their billing cycle. You can do this after clicking the cancel subscription role in the customer's profile.

Do you have a big server and want to get paid by our bot?

If you have a server (100K Members) or a bot in over 10K servers, we would like to pay you a weekly or monthly fee to advertise our bot in your server or on your bot's dashboard / messages. Contact someone at https://upgrade.chat/support for more details. The amount is dependent on what type of server or bot you have. YOU MUST HAVE OUR BOT INSTALLED IN YOUR SERVER TO BE CONSIDERED!

We ONLY pay our ad partners via Upgrade.Chat. Not PayPal or any other way. Non-Negotiable.

Can people purchase different roles to increase their access time?

Each role purchased is a new product / subscription. Therefore, no matter what role someone purchases, they are not able to increase the length of time on an existing subscription.

How can someone change their card number?

Currently there is no way to change the card number for a subscription. The user needs to cancel and resubscribe or you can change it manually in STRIPE by sending them a new checkout link.

The bot is not online / someone didn't get a role and everything was working normally not too long ago? What could be the problem?

If the bot is offline, please check https://status.discordapp.com/ before contacting support. If Discord is having issues, there is nothing we can do. The bot will try to give the role again the following day. If you notice someone did not get the role, please assign the role manually. Yes, their role will still be removed as normal (provided that discord is working at the time)

Can I set 100% discounts?

You can but you shouldn't. Stripe bills the % off the total amount, not the discounted amount, so you would still be charged a fee and therefore end up in the negative for the transactions. This is why we added a free trial feature where people can try for X days without any cost to you or them.

Can I migrate existing roles or purchases from another bot?

The easiest way to do this is to create a promotion (coupon) for your members as an incentive to switch over. Members would need to upgrade through the bot since we don't have them in our database and there is no way to migrate them currently.

If I change the role price, will it change for existing members?

No it will not. Only new members and subscriptions will be affected by a price change. To change price for existing subscriptions already in effect, please edit the customer directly in stripe. (This is not recommended)

Why do I not get all the money I charged?

Upgrade.Chat + Stripe take fees from the transaction. This is what allows us and stripe to offer the service without monthly fees for you like traditional merchants. The below image is an EXAMPLE of how fees are taken:

THIS IS ONLY AN EXAMPLE! - ACTUAL FEES MAY VARY!

Please refer to the Terms of Service. Our current fee is 6% of the total charge. (Not Including Stripe)

Can I change the bot's name or picture in my server?

Yes. You can change the name by simply changing the bot's nickname in your server. No. You cannot change the bot's icon because Discord doesn't allow that for any bots.

I am under 18, can I still have a stripe account and use the bot?

YES. https://support.stripe.com/questions/age-requirement-to-create-a-stripe-account

An error has occurred and you have not been charged?

Something is wrong with the card number, user's location, CVV number, card exp date or another card issue. Check the transaction in Stripe. Go into the card details as to why it was declined. This doesn't have anything to do with Upgrade.Chat other than we are returning an error message because the card was not able to be processed.

There was a problem loading checkout.

Please use a browser that accepts cookies and JS. This is a browser issue. Try from a different browser. Clear your cache.

Can I change the currency from USD?

No. Currently the only currency is USD... BUT the transaction will automatically be converted to whatever currency your account is set in at the time of purchase.

How can I search for a customer if I only have their Username?

In the customer section of your stripe control panel, you can search by many types of data. We do not store any of your customer info except relationships. All that info is stored on your stripe account.

Select how you want to search / sort.
Contents
What is Upgrade.Chat?
NEW FEATURE: SERVER REFERRAL REWARDS
Setting Coupons:
Can I use Upgrade.Chat on my Website? YES!
How to Set The Default Channel:
How do people cancel their subscriptions?
Loading Screen Stuck and Not Loading:
Sending Emails to People who Purchase Roles:
Removing Members who don't pay or dispute:
Server Error (500) when trying to checkout?
How do I remove the Sponsor message?
What countries is Upgrade.Chat / STRIPE available in?
My account was denied / restricted / declined or not approved?
How do trials work?
Do you support PayPal?
Can I change the Upgrade.Chat prefix?
Blank / Empty Control Panel / No Servers Show Up:
My Admin can't see or edit settings?
Are subscriptions Automatic?
Can I set a Terms of Service for my Server?
What happens if I kick Upgrade.Chat?
Do you have partnerships or special rates?
I am trying to purchase but it's not letting me or link my username?
STRIPE is asking for a business name?
The bot responds in every channel?
How do I reorder roles for sale?
What if someone leaves and rejoins?
Can someone get a trial once they already got a trial?
Why wasn't someone's role removed when their payment failed?
Are there paid trials available for my members?
Duplicate Customer Names & Emails in STRIPE?
What happens if I cancel someone's role manually in STRIPE?
Do you have a big server and want to get paid by our bot?
Can people purchase different roles to increase their access time?
How can someone change their card number?
The bot is not online / someone didn't get a role and everything was working normally not too long ago? What could be the problem?
Can I set 100% discounts?
Can I migrate existing roles or purchases from another bot?
If I change the role price, will it change for existing members?
Why do I not get all the money I charged?
Can I change the bot's name or picture in my server?
I am under 18, can I still have a stripe account and use the bot?
An error has occurred and you have not been charged?
There was a problem loading checkout.
Can I change the currency from USD?
How can I search for a customer if I only have their Username?