Account administration
Plans and billing
What your plan includes, what happens when you reach a limit, and where your invoices come from. The full feature-by-feature comparison, with live prices, is on the plan comparison page.
Where to find it
Account settingsPlan & Billing.
Needs the permission plan.view (view plan) and plan.update (update plan). Owners and Admins have every permission by default.
The two limits that bite
Locations
How many branches you can run. The limit is applied when you try to add one rather than merely drawn on a chart, so reaching it means the button refuses rather than billing you extra.
Messaging allowance
A monthly pool of texts and calls. Push notifications and emails do not draw on it — only the channels that cost money to send.
The pool is shared rather than split per channel, because the network decides handset by handset whether a message goes as a rich message or an ordinary text. A separate cap per channel would refuse a send on the basis of a routing decision you never made.
What happens when the allowance runs out
Messages about a customer's own visit keep sending. Somebody who has joined your queue is told when it is their turn whatever your allowance says — cutting that off would break the product for the people already relying on it.
Marketing campaigns are refused instead. They are the discretionary spend, and stopping them is the right place to draw the line.
The allowance resets on the 1st
Usage is counted per calendar month rather than from your billing anniversary. If you subscribed on the 20th, your allowance still resets on the 1st — which is slightly more generous than strictly correct, in your favour.
Watching your usage
The usage report shows what you have sent this period, broken down by channel and with marketing counted separately from transactional. Worth a look in your first month: it is the only reliable way to find out which plan you actually need, and most businesses guess wrong in one direction or the other.
Add-ons
Enterprise can buy extra capacity without changing plan: packs of ten locations, five thousand WhatsApp messages, or five hundred texts a month. They stack — the same pack bought twice grants twice as much — and they are added to your existing subscription, so they renew with it and appear on the same invoice.
Adding one is charged pro rata for the rest of the current period rather than waiting for the next invoice, because the capacity starts the moment you buy it.
Enterprise only
Every plan below Enterprise has a larger plan to move up to, and that upgrade buys more than the equivalent add-on would for the same money. Enterprise is the top of the range, which is why it is the tier that grows by add-on instead.
Account settingsPlan & BillingAdd-ons.
Changing plan
Upgrades take effect immediately, which is the point — you are usually upgrading because something is currently blocked.
Check your locations before downgrading
Moving to a plan that allows fewer branches than you have is a problem you want to discover before you do it, not after.
Who you are actually buying from
Payments are handled by Paddle, which is the seller of record. In practice that means Paddle takes the payment, handles VAT and sales tax for your country, and issues the invoice. Your card statement shows Paddle rather than us.
Invoices are hosted by Paddle and linked from your billing page rather than generated separately, so there is one authoritative copy of each rather than two that could disagree.
If a payment fails
A failed payment does not cut you off. Retries happen automatically, and an account waiting on one keeps working — locking a shop out of its own queue over a card that expired this morning punishes them for a recoverable problem.
A subscription that is genuinely cancelled or paused falls back to the Free plan rather than keeping the plan it stopped paying for. Free plan limits then apply, so it is worth resolving before the branches you have exceed what Free allows.
Trials
Paid plans start with a trial and a trialling account has full access to its plan's features and limits. The Free plan is not a trial — it does not expire.
Closing your account
Deleting the account deletes everything
Locations, queues, visits, bookings, customers and history all go, and none of it comes back. Export what you need from reports first, and remember your customers' data is your responsibility too. Only an Owner can do it.