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Billing

This page covers how your plan's message quota, trial charges and subscription actually behave day to day. For your Current Plan card, the price table and Usage & Overage, see Settings.

Free plan messages don't refill​

Standard and Pro renew their message allowance every billing cycle. The Free plan's 100 messages work differently: they're a one-time allowance for the life of the account, not a monthly refill. Once they run out, your assistant stops replying to new customer conversations on every channel — silently, with nothing sent to the customer. Nothing resets it automatically; upgrading to a paid plan or starting a trial is the only way to get it answering again.

The Free plan is no longer offered to new accounts: a new account starts with a card trial. Accounts that already had Free keep it.

Low-quota warning​

You get a warning notification the moment your remaining messages drop to 10% or less of your plan's full allowance — separate from, and earlier than, the notice you get once you hit zero. It clears itself automatically once usage recovers, for example after an upgrade or your next renewal.

Why did my AI agent pause? The spending limit for extra messages​

On a plan that bills extra messages, Settings > Billing has a Spending limit for extra messages card. Only an Admin can change it. Turn on Limit spending on extra messages, enter a Maximum per billing cycle (USD) — anything from $0.00 to $10,000.00 — and choose Save limit. $0.00 means no extra messages at all.

When this cycle's extra messages reach the limit, your AI agent pauses automatic replies until your next billing date. Customers' messages still arrive in your inbox and your team can answer them by hand. You are told three ways: a Spending limit reached notification, the sidebar note Agent paused — spending limit reached, and a Your AI agent is paused notice on the card. Raising or removing the limit resumes replies right away. The card also shows what you have spent this cycle. With no limit set, extra messages keep being billed at your plan's rate. A plan that does not bill extra messages, such as Free, has no limit to set.

A plan prepared for your business​

If our team sent you a custom plan, an Admin sees A plan prepared for your business in Settings > Billing, with its monthly price, monthly messages, the price of extra messages, any one-time account credit and what you pay today. Accept switches your plan right away and charges the card on file for the days left in the cycle, after the credit. It needs an active paid subscription, and the offer has an expiry date. If you have no offer, this card does not appear; write to support to ask about one.

If your trial-ending charge is declined​

Your trial runs 14 days and charges your card at the end. A decline there doesn't lock your account right away. As long as Stripe still has an automatic retry scheduled, and the decline isn't a dead-card signal (stolen, lost, blocked or flagged as fraud), your assistant keeps answering customers for up to 7 days while Stripe retries the charge. You get an email explaining you're in this grace window and need to fix your card. Only a genuinely dead card, or the 7-day window closing with no successful charge, actually locks the account.

Trial-extension codes​

A trial-extension code redeems once per account, for the life of the account — not once per code. It only works before you've started paying: before your trial begins, it lengthens the trial; while the trial is still running, it pushes back the charge date. It won't apply once you're already on a paid plan, or after your trial has ended and your account has locked.

Manage Subscription needs a first checkout​

Manage Subscription opens Stripe's billing portal, but only once your account has completed at least one Stripe checkout. On the Free plan, the same button reads Upgrade and opens the plan picker instead; Manage Subscription appears once you have a subscription. If it ever fails to open the portal, you get a generic "An unexpected error occurred. Please try again later." message. Subscribing to any paid plan once makes the portal available from then on.

Billing History only shows paid invoices​

Billing History lists successfully paid invoices only. A declined or failed charge — including a declined trial-ending charge — never appears there. You'll learn about it from the payment-failure email and your dashboard notifications, not from the invoice list.

Annual billing savings vary by plan​

Switching to annual billing doesn't save the same percentage on every plan, and the discount a plan carries can change over time. Check the annual price shown at checkout for your plan rather than assuming a flat discount applies across the board.

Good habits​

  • On Free, upgrade before your 100 messages run out — nothing brings your assistant back on its own.
  • Act on the low-quota warning before it reaches zero, especially on Free.
  • If you set a spending limit, watch the amount spent this cycle so the pause never surprises you.
  • Redeem a trial-extension code before your trial ends; it won't work afterward.
  • Subscribe to a paid plan at least once if you might need Manage Subscription later.
  • Compare the annual price against 12× your monthly price at checkout instead of assuming a fixed discount.