Plans, usage, and billing

Open Plan & billing from the main dashboard. The page is split into tabs so you only look at one thing at a time:

• Overview: your current plan, when it renews, how many messages, how much training data, and how many Instagram comment automation runs you have used this period, and how many agents and team seats your plan includes. This is where you change or cancel your plan.
• Usage: your Instagram comment automation and WhatsApp campaign allowances with their history, plus how your training data is split across your agents.
• Stores: one card per connected Shopify store. Only shown when you have a store connected.
• Plans: every plan side by side, with a monthly or annual switch and a full feature comparison.
• Add-ons: the monthly Unlimited Instagram comment automations add-on at the top, then one-time message and training data packs and your remaining add-on balance.
• Invoices: every payment you made to Fetchply, with a PDF invoice for each one and the company details printed on them. See Invoices and payment history.

You only see the tabs that apply to your account. For example, accounts billed through Shopify do not have an Add-ons tab, and accounts managed by a partner have no Plans or Add-ons tab because their partner controls the plan.

Usage

Message usage resets on the billing cycle shown in your account. Model multipliers can make one reply consume more than one base message.

Every answered visitor message counts once. If the same message reaches Fetchply twice at the same moment, for example when a browser retries after a network hiccup, only one reply is written and counted.

The Messages meter counts your monthly plan messages together with any add-on messages that still have balance, so the remaining number matches what your agents can actually serve. Add-on messages roll over until used and are only consumed after the monthly plan quota runs out; once a pack is fully used it no longer appears in the meter.

When 90% of your combined balance (plan plus add-ons) has been used, the account owner receives a warning email. A second email is sent when all messages are used up. When your allowance is exhausted, automated AI replies pause and visitors receive a message explaining that the automated assistant is temporarily unavailable and that your team has received their note. On the chat widget, WhatsApp, Instagram, and Messenger, these conversations are automatically routed to your Inbox under Needs agent so teammates can take over and reply directly for free. Each of these alerts is sent at most once per billing period.

Training storage counts indexed source data. Remove obsolete sources before buying more storage.

Billing paths

Direct Fetchply subscriptions use the billing provider shown in the dashboard. A subscription started through the Shopify app is managed through Shopify and can include a one-time seven-day trial for that shop.

If you connected a Shopify store

When your account came from the Shopify app, your plan is bought and paid for in Shopify, and the plan card on the Overview tab shows that store's plan together with its live message and training usage. The same figures appear in the sidebar meters, so you see one set of numbers wherever you look.

A store's messages reset one month after it was connected, not on the first of the calendar month. The plan card names the exact date your messages next reset.

On the Stores tab each connected store has its own card with its plan, a Messages meter, a Training data meter, and buttons to buy extra messages or training space for that store. Every store keeps a separate allowance: messages and training space bought for one store are never shared with another, and packs bought from Fetchply for a Fetchply subscription do not apply to a store.

If you have more than one store connected, the plan card shows your main store, which is the one on the highest plan. Open the Stores tab to see the usage of every other store.

Plan changes and cancellations for a connected store happen on Shopify's plan page. Select Choose plan or Manage in Shopify and you are taken there; the charge appears on your Shopify invoice.

Changing plans

Select Upgrade plan or Change plan on the Overview tab, or open the Plans tab directly. Use the Monthly / Annual switch to choose how often you pay, then pick the new plan. Select Compare all features to see every plan in one table; on a phone, swipe the table sideways. The plan cards and the comparison list the same prices and allowances as the public pricing page. The change applies immediately to your existing subscription: you are charged or credited only the prorated difference on your current payment method, and there is no second checkout. Your used messages for the current period carry over — changing plans mid-period does not reset the usage meter.

Cancelling, pausing, and refunds

• Cancel at period end. Choose Cancel plan on the Overview tab and confirm in the dialog that appears. The subscription stays fully usable until the end of the paid period, then moves to the Free plan. The Billing page shows the scheduled end date right away.
• Paused subscription. If your subscription is paused through the payment portal, paid features are suspended while the pause lasts. They restore automatically on the next successful payment.
• Failed payments. If a renewal payment fails, paid features are suspended until the payment succeeds. Update your payment method from the Billing page; access restores automatically once the charge goes through, without resetting your remaining messages.
• Deleting your account. Deleting your Fetchply account cancels your plan and any monthly add-ons right away, so you are not charged again. Unused time in the current period is not refunded. If the cancellation cannot be completed at that moment, nothing is deleted and you can try again a few minutes later. A plan bought through the Shopify app is managed by Shopify: uninstall the app from Shopify to stop that charge.
• Refunds and disputes. A refund or dispute on the subscription itself cancels the plan. A refund on a one-time message or training-storage pack does not affect your subscription. A refund or dispute on the monthly Unlimited Instagram comment automations add-on ends that add-on right away and leaves your plan unchanged.

Troubleshooting

I paid but my plan still shows Free. Return to the Billing page — activation is usually confirmed within a few seconds of the redirect. If it still shows Free after a few minutes, refresh the page; payment confirmations are retried automatically. Contact support if the plan has not updated within an hour.

I cannot find the Add-ons or Plans tab. These tabs only appear when you can buy from Fetchply directly. If your plan is billed through Shopify, change plans with Manage in Shopify on the Overview tab and buy store packs from the Stores tab. If a partner manages your account, contact them to change your plan or add capacity.

I changed plans but was charged an unexpected amount. Plan changes are prorated: you pay only for the difference between plans for the remainder of the current period. The invoice for that payment on the Invoices tab shows exactly what you were charged.

My paid features stopped working. Check the Billing page for a paused, past-due, or cancelled status. Updating the payment method or resuming the subscription restores access automatically after the next successful charge.

What happens when my message balance reaches zero? Automated AI replies pause, but visitor conversations are never lost. Visitors receive a friendly message stating that the automated assistant is temporarily unavailable and that the team has received their message. In the chat widget, WhatsApp, Instagram, and Messenger, the incoming message is saved and the conversation is escalated to your Inbox under Needs agent. Teammates can reply directly using live chat at no extra cost. Buying extra messages from Billing or upgrading your tier restores automated AI answers immediately.

My usage meter shows fewer messages than analytics. The two numbers measure different things. Analytics counts every message exchanged in a conversation, including what your visitors type. The usage meter counts only the messages your agent sends against your plan, and model multipliers can make one reply consume more than one message. If the meter shows 0 while conversations are clearly happening, refresh the page; if it stays at 0 for more than a few minutes, contact support.

My store card and the plan card show different numbers. They should match for your main store. If they do not, refresh the page. If they still differ, or a store card shows a plan you no longer pay for, open Manage in Shopify for that store so its plan can be re-read from Shopify, then return to Billing.

My plan card says Free but I pay for a plan in Shopify. The card follows the plan Shopify reports for your main store. If you have just upgraded, give it a moment and refresh; plan changes are re-read automatically. If it has not caught up after an hour, open Manage in Shopify to confirm the plan is active on that store, then contact support if it still disagrees.

My store's training meter is full but my agent still has space in the plan card. Training space is per store. A store can only use its own store plan allowance plus training space bought for that store. Remove sources from that store's agent or select Buy training space on its card.

I uninstalled the app and my store card is greyed out. An uninstalled store is shown as Uninstalled with its last usage figures and no buy buttons. Its message and training packs are removed when the app is uninstalled and are not refundable. Reinstalling the app and reconnecting restores the store and starts a fresh allowance.

Add-ons

Current message and training-storage pack sizes and prices are shown under One-time add-ons on the Add-ons tab of Plan & billing. Extra Instagram comment automation runs can be bought once from the Unlimited Instagram comment automations card on the Add-ons tab or from the Instagram comment automations card on the Usage tab. WhatsApp campaign recipients are bought from their card on the Usage tab. Confirm the displayed pack, billing period, and provider before purchase.

Unlimited Instagram comment automations is a monthly add-on, available on every plan including Free. Its card at the top of the Add-ons tab shows what changes for your account: your plan's monthly runs next to the Unlimited allowance, drawn to scale, and the automation limit it removes. Select Subscribe on that card, or select Go unlimited on the Instagram comment automations card on the Usage tab. The Overview and Plans tabs also show a short Unlimited strip; select See what changes to open the full card. It is billed separately from your plan, so changing or cancelling your plan does not change it. See Unlimited comment automations for what it includes.

On a Fetchply subscription, the one-time bonus messages from your first paid plan also appear under Add-on message balance on the Add-ons tab, labeled Bonus. See Plan details and limits for how the bonus works.

See Plan details for limits, Invoices and payment history to download invoices, and Referrals for bonus-message rules.