Question 1

Where do I find the current prices?

Accepted Answer

On the pricing page and on Settings → Billing. Both read live from the billing catalogue, so they are always current — which is why figures are not repeated in help articles.

Question 2

What is the most common reason to upgrade?

Accepted Answer

Integrations. The free tier shares a hosted link only; the website widget, the site plugins and the messaging apps all need a paid plan. Check that before promising anyone an embedded bubble.

Question 3

Does yearly billing raise any limit?

Accepted Answer

No. Yearly is a discount against twelve monthly payments. You get the same limits for less money, not more room.

Question 4

Can I combine two plans?

Accepted Answer

No — one subscription plan at a time. Add-ons stack on top of it, so you can raise a single limit without changing tier.

Question 5

What is the difference between plans, credits and add-ons?

Accepted Answer

The plan sets every recurring limit. Credits are the answers you spend from inside those limits. Add-ons raise one limit — chatbots, knowledge, or a one-time credit top-up — without moving tier.

Question 6

What exactly spends a credit?

Accepted Answer

An answer — on the widget, the hosted page, a messaging app, or in your own Test Chatbot — at its AI model's multiplier, from 1X (one credit) to 12X. Opening the chat, submitting a lead form and rating a reply all cost nothing.

Question 7

Does a reply that says 'I don't know' still cost a credit?

Accepted Answer

Yes. The chatbot did the work and produced an answer; your material simply did not cover the question. Treat a run of these as a knowledge gap to close.

Question 8

Do teammates get their own credits?

Accepted Answer

No. Credits belong to the account owner's workspace and everyone draws from the same balance — including anyone testing inside a client account through the switcher.

Question 9

Do unused plan credits roll over?

Accepted Answer

No. The plan allowance refills at the start of each billing period and whatever you did not use is gone. Only purchased pack credits persist.

Question 10

Does adding knowledge cost credits?

Accepted Answer

No. Uploading, crawling and training consume knowledge capacity, which is a completely separate limit. Credits are only spent when the chatbot answers somebody.

Question 11

Do credit packs renew every month?

Accepted Answer

No. A pack is a one-time purchase, marked with a one-time badge on the add-on card. Unused pack credits stay on your balance indefinitely.

Question 12

I bought a pack and the balance has not moved. Why?

Accepted Answer

Answers draw from your plan allowance first, so early in the period the pack sits untouched. That is correct, not a failed purchase.

Question 13

Should I buy a pack or upgrade?

Accepted Answer

Buy a pack for a one-off spike. If you top up every month you are paying twice for the same problem — the next tier includes a larger recurring allowance.

Question 14

Can I buy a pack on the free plan?

Accepted Answer

If the credits card appears on your Billing page, yes. It adds answers only — your other limits, including the lack of a website widget, are unchanged.

Question 15

Checkout says too many attempts. What now?

Accepted Answer

You clicked through several times and hit the checkout rate limit. Wait, reload Billing, and check Billing history before retrying — you may already have paid.

Question 16

Where do I change the card on file?

Accepted Answer

Choose Manage billing on Settings → Billing. That opens the payment provider's portal, where you add a card, set it as default, and remove the old one.

Question 17

My subscription says Past due. What happens next?

Accepted Answer

A payment failed. Nothing switches off instantly, but if it is not recovered the subscription ends and your paid limits go with it. Update the card and settle the open invoice.

Question 18

How does my finance team get invoices?

Accepted Answer

The account owner downloads them from Billing history or the portal and forwards them. Billing access cannot be granted to a member, and inviting one spends a team seat.

Question 19

An invoice from today is missing.

Accepted Answer

Billing history is cached briefly so the page loads fast. Wait a few minutes and reload, then check the portal, which is the source.

Question 20

How do I cancel?

Accepted Answer

Cancel in the payment portal. Your paid limits continue until the date shown, then the account falls back to the free plan — which has no website widget or messaging channels.

Question 21

Do I have to check out again to change plan?

Accepted Answer

Only for your first paid plan. If you are already subscribed the plan is swapped in place, effective immediately and prorated against the rest of the current period.

Question 22

What should I check before downgrading?

Accepted Answer

Chatbot count including paused ones, knowledge size on each chatbot, team seats including pending invitations, enabled Call actions, and whether you still need the website widget.

Question 23

Does upgrading refill my message credits?

Accepted Answer

No. Only a real renewal refills the allowance. Upgrading raises the ceiling immediately, so the extra headroom is available at once while your existing usage still counts.

Question 24

My downgrade was refused.

Accepted Answer

You are over one of the new caps — usually chatbots, seats or knowledge. The error names the resource. Reduce usage first, then retry.

Question 25

I upgraded but still cannot embed the widget.

Accepted Answer

Confirm the upgrade is on the account you own rather than one you joined, then close and reopen the chatbot's Integrations → Web tab, which reads your entitlements when it loads.

Question 26

When is an add-on better than an upgrade?

Accepted Answer

When exactly one limit is blocking you and the rest of your plan is comfortable. If two or more are tight, the next tier is usually better value — add-ons never include seats.

Question 27

Does buying extra chatbots give me anything else?

Accepted Answer

No. Extra chatbots add chatbots only — not seats, Call actions, instructions, or message credits. Buying a sixth chatbot does not let a sixth teammate manage it.

Question 28

How is extra knowledge shared out?

Accepted Answer

It is a pool on top of each chatbot's own allowance, and any chatbot can draw from it. You can spend the whole pool on one content-heavy chatbot.

Question 29

Where do I see the current add-on prices?

Accepted Answer

On the add-on cards at Settings → Billing and on the pricing page. Both read live from the billing catalogue, so they are authoritative.

Question 30

Do add-ons survive a plan change?

Accepted Answer

Yes — they are separate subscriptions. Review them after an upgrade so you are not still paying for capacity your new tier already includes.

Question 31

Why was my small file rejected?

Accepted Answer

The limit counts extracted text, not bytes on disk. A text-dense document costs far more than a large PDF that is mostly photographs, so file size is a poor guide.

Question 32

Do paused chatbots still count?

Accepted Answer

Yes. A paused chatbot occupies a slot against your account cap. Deleting one frees it, but the deletion is processed in the background — wait a moment before retrying.

Question 33

Create chatbot says I do not have permission. Is that a limit?

Accepted Answer

No, that is a role problem. A cap refusal names the chatbot limit and offers an upgrade; a permission refusal does not. Ask the account owner to widen your role.

Question 34

My crawl stopped halfway. Is it broken?

Accepted Answer

No. A crawl stops cleanly when the knowledge budget runs out, so you keep everything it collected. Free space or narrow the crawl, then run it again.

Question 35

I removed knowledge and the meter barely moved.

Accepted Answer

Removal is asynchronous. Wait until the rows have gone from the Knowledge table, then reload both that tab and Billing.

Question 36

I am an Admin. Why can I still not pay?

Accepted Answer

Admin covers the work — chatbots, knowledge, conversations, members — and stops where an action spends money. Only the account owner can open Billing.

Question 37

I own the workspace and Billing disappeared.

Accepted Answer

You are still switched into another account. Open Accounts in the sidebar and return to the workspace you own; both tabs come back.

Question 38

Why is the Developer tab owner-only too?

Accepted Answer

An API key acts as the account owner within its scopes, so creating one is close to being the owner. Key management stays with the owner for the same reason Billing does.

Question 39

Can we invite our accountant so they can fetch invoices?

Accepted Answer

It will not work — members never see Billing — and it spends a team seat. Have the owner download the PDFs or forward the provider's invoice emails.

Question 40

Our account owner has left the company. What now?

Accepted Answer

Contact support from an address the company controls. Do not create a new workspace as a workaround — the subscription, chatbots and knowledge all stay in the old one.

Billing and plans FAQ