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 and agents stop responding. 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.

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.

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.

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.