IZI subscription payment reminders via Telegram

IZI subscription payment reminders via Telegram

When a subscription invoice is not paid on time, the IZI support bot starts sending reminders to your clubs’ Telegram chats. Message frequency increases with each day overdue. On day ten the bot goes silent, CRM access is blocked, and the case is handed to a live IZI support agent.

How the schedule works

The bot checks unpaid invoices every hour (at :20 past each hour). For each club in the organisation it determines:

1. Calendar day overdue, in the club’s own time zone — not the organisation’s time zone. If clubs in a network are in different cities, each one receives messages according to its local time.
2. Schedule tier — the IZI support team configures a dunning ladder for each region (Russia, World, etc.): which day of non-payment triggers a tier and what hours messages are sent within it. The number of messages per day equals the number of hours listed in the tier.
3. Slot — the specific hour within a tier. A message is sent once per slot. If the bot was unavailable during a slot, it does not catch up at night — it simply skips that slot.

All messages are sent only between 08:00 and 20:00 in the club’s local time. Slots outside that window are skipped.

Example ladder (illustrative)

Exact days and frequency depend on your region’s configuration. The structure below shows how a ladder is built:

Days overdue	Messages / day	Example hours
1–3	1	12:00
4–6	2	10:00, 16:00
7–9	3	10:00, 14:00, 18:00
10+	—	bot silent, escalation

Ask your IZI account manager for the ladder that applies to your region.

Message content

The reminder text is configured by the IZI team per region. The following placeholders are substituted automatically:

• {{club}} — the name of the club receiving the message
• {{org}} — the name of the organisation with the outstanding balance
• {{amount}} — the amount due
• {{dueDate}} — the original payment due date
• {{overdueDays}} — how many days have passed since that date
• {{services}} — the list of services on the invoice

Individual clubs can have a custom message template — for example, in a different language or with a different tone. If no custom template is set, the region-wide template is used.

Day ten: block and handoff

On the tenth day of non-payment, two things happen simultaneously:

1. The billing account is blocked automatically. The organisation’s CRM becomes inaccessible.
2. The bot stops messaging club chats and signals a handoff to a live IZI support agent. After that point the bot sends nothing further for this invoice — all communication moves to the human manager.

These two events are intentionally aligned: the day access is cut off is also the day a person takes over the account.

For details on the blocked status and how it is lifted, see IZI subscription: plans, activation, and payment.

When the bot stops early

The bot stops sending in any of the following situations:

• Invoice paid — checked before every send, including mid-cycle across clubs.
• Organisation archived — no point reminding a closed club.
• Invoicing paused by an operator — the chargingPaused flag is set on the organisation.
• Auto-block date postponed by an operator — if IZI support has given the club extra time to settle up, the bot stays silent for the entire grace period.

Duplicate protection

Each slot (invoice + club + overdue day + hour) is recorded in the database before the message is sent. If an attempt fails because Telegram is unavailable, the next hourly tick retries it. A slot that was successfully sent — or whose outcome is technically uncertain — is not reopened. A duplicate in the chat is worse than a missed message.

How the bot picks who to message

Every hour the bot finds all organisations that have at least one unpaid invoice past its due date. For each such organisation, it uses the oldest unpaid invoice to determine the overdue day and select the schedule tier. Newer invoices from the same organisation do not create separate reminder chains until the oldest one is cleared.

If an organisation has multiple clubs, each club receives a message in its own Telegram support chat. Clubs in the same organisation may be in different time zones — the bot accounts for this: the overdue day and the send window are calculated in each club’s local time, independently of the organisation’s or billing region’s time zone.

What a schedule tier contains

The dunning ladder is configured by IZI separately for each region (Russia, UAE/World, etc.). A single tier specifies:

• From which overdue day it takes effect — a tier is active from its start day up to (but not including) the next tier’s start day.
• Which hours messages are sent — a list of specific hours; the length of the list equals the number of messages per day.

Tiers can start on any day from day one through day nine inclusive. A tier starting on day ten or later cannot be created — the system prevents it, because the bot is already silent by then.

If no ladder is configured for your region, no reminders are sent. The bot logs this as a missing configuration rather than treating silence as the default.

Per-club message override

By default every club in a region receives the same message template. If a specific club needs different text — for example, in another language or with a different greeting — the IZI support team can set a per-club override scoped to a tier. Overrides support the same placeholders as the main template. When a tier is deleted, its per-club overrides are deleted along with it.

What happens after the block

Once the billing account is blocked on day ten, an IZI operator can lift the block manually — for example, if the club has arranged a payment plan or a transfer is already in transit. After unblocking, the system grants a three-day grace period: during those three days an unpaid invoice does not trigger a new automatic block, giving the manager time to confirm the payment. If payment does not arrive before the grace period expires, the block returns automatically.

Once the bot has gone silent for a given invoice, it does not resume sending reminders — even after a manual unblock.

Related pages

• IZI payments and invoices — where to view your current invoice and payment history
• IZI payment and event notifications — notifications for incoming payments and CRM events
• IZI subscription: plans, activation, and payment — subscription terms, payment flow, and how to unblock access
• IZI billing FAQ — common questions about payments and invoice statuses