Help centre Billing and plans
Billing and plans
What each plan includes, how texts are counted, and how to change or cancel.
What plans are there, and what counts as a text?
There are three plans, Starter, Business and Pro, and they differ in how many texts are included each month, how many people you can have on the team, and whether you get the calendar, the review tools and the deeper analytics. Current prices and a full side by side comparison are on the pricing page.
Only the messages you send count towards your monthly amount, never the ones you receive. Texts are counted in segments: up to 160 characters is one segment, and a longer message is split into segments of 153 characters. Emoji and some special characters switch a message to a different encoding where a segment is only 70 characters (67 in a longer message), so a single emoji can push a long message up a segment or two. Appointment confirmations, reminders and review requests all come out of the same allowance.
What happens if I go over my included texts?
We email the account owner once you pass 80% of your monthly amount, so it should not creep up on you. When you reach 100%, sending pauses by default and the composer tells you the allowance has been reached. Receiving is never blocked, so customer messages still land in your inbox.
If you would rather keep sending, the account owner can switch on SMS overage in Settings, then Billing. Extra segments are then billed on your next invoice at 9c in Australia and 5.5c in the US and Canada, up to a ceiling of twice your monthly amount unless you ask us to change it. If you are over most months, moving up a plan is usually cheaper than paying the overage, and email [email protected] if you want a hand working out which.
How do I change or cancel my plan?
Go to Settings, then Billing, and choose Manage Billing. That opens the billing portal, where you can update your card, download invoices, change your plan and cancel. Owners and admins can both get to it.
If you cancel, your subscription runs to the end of the period you have already paid for and then does not renew, so you keep working right up to that date. Cancelling does not delete your data: that is a separate step, described in how do I export or delete my data. If you cannot find what you need in the portal, email [email protected].
Is there an annual discount?
Yes. Paying annually saves 15% against the monthly price, and you choose it when you pick your plan. Annual plans also pool your texts: you get twelve months of the monthly amount as a single allowance for the year, so a busy month can lean on a quiet one.
The pricing page has a monthly and annual toggle so you can compare both. If you are already paying monthly and want to switch, open Settings, then Billing, and use Manage Billing, or email [email protected] and we will sort it out with you.
Still stuck? Contact us and a real person will help.