Plans, usage, and billing

Open Billing from the main dashboard. The page shows the current plan, usage meters, plan comparison, add-ons, and connected stores when applicable.

Usage

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

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 at the top of the Billing page 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.

Under Connected stores 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 card for any other store under Connected stores to see its own usage.

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

Pick the new plan (or switch between monthly and annual billing) on the Billing 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 on the Billing page 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.
• 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.

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 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 payment provider's receipt shows the exact calculation.

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 in Billing. Confirm the displayed pack, billing period, and provider before purchase.

See Plan details for limits and Referrals for bonus-message rules.