SupportHQ Pricing Plans, Free Trial, and Subscription Management

The Billing page is where you manage your plan, track usage, purchase add-ons, and access your Stripe billing portal. Only the account Owner can access this page — Admins and Agents cannot see billing information.

The Three Plans

SupportHQ offers three plans. All plans include every feature — the difference is capacity.

All plans are available in monthly or yearly billing cycles (yearly saves money). There is also an Enterprise option with custom AI models, dedicated infrastructure, SLA guarantees, SSO, and hands-on onboarding — book a call for details.

The 7-Day Free Trial

Every new account starts with a 7-day free trial. During the trial, you get full access to your selected plan's capacity — the same message limits, document pages, and features as a paid subscription.

• A credit card is required to start, but you won't be charged during the trial
• Cancel anytime before the trial ends to avoid being billed
• Each account gets one trial — once used, it can't be restarted

What Happens When the Trial Ends

If you don't subscribe before the trial expires:

• Your chatbot stops responding to visitors
• Document uploads are disabled
• A red warning banner appears on the billing page
• Your data (conversations, documents, settings) is preserved — nothing is deleted

To restore access, simply subscribe to any plan from the billing page. Everything picks up right where you left off.

Tracking Usage

The billing page shows two usage meters:

Messages

Tracks how many AI chat messages have been sent this billing period (resets monthly). The meter turns amber at 80% and red at 95%, so you have time to upgrade or add capacity before hitting the limit.

Document Pages

Tracks how many pages of content you've uploaded to your knowledge base. This is a running total — it doesn't reset monthly. The Scale plan has unlimited pages.

Switching Plans

To upgrade or downgrade, click the plan card you want on the billing page.

If You Already Have a Subscription

The switch happens immediately. Stripe calculates a prorated charge or credit:

• Upgrading — you're charged the difference for the remaining days in your billing period
• Downgrading — you receive a credit toward your next invoice

There's no downtime — your new limits take effect instantly.

If You Don't Have a Subscription Yet

Clicking a plan opens a Stripe checkout page where you enter your payment details. If your trial hasn't been used, the 7-day trial applies automatically.

Add-Ons

Need more capacity without switching plans? Add-ons let you boost your limits:

• Extra 5,000 messages / month — adds 5,000 messages to your monthly quota
• Extra 10,000 pages / month — adds 10,000 pages to your document limit

Add-ons are recurring monthly charges that stack on top of your base plan. You can purchase multiple units (e.g., 2x message add-ons = 10,000 extra messages). To modify or cancel add-ons, use the Stripe billing portal.

Managing Your Subscription

Click the Manage Subscription button on the billing page to open the Stripe Billing Portal. From there you can:

• Update your payment method — change credit card, add a new one
• View invoices — download past invoices as PDF
• Cancel your subscription — access continues until the end of your paid period
• Manage add-ons — change quantities or cancel recurring add-ons

The Manage Subscription button only appears after you've completed at least one checkout.

What Happens When You Cancel

When you cancel through the Stripe portal:

1. Your subscription remains active until the end of your current billing period
2. Once the period ends, your plan reverts to an expired state
3. The chatbot stops responding and uploads are disabled
4. All your data is preserved — conversations, documents, settings, team members
5. You can resubscribe at any time to restore full access

Billing Period and Resets

• Message quota resets on the 1st of each month
• Document pages do not reset — they represent your total uploaded content
• Add-on capacity renews each billing cycle

Tips

• Watch the usage meters — the amber warning at 80% gives you time to upgrade before hitting the limit
• Start with Starter — all features are included. Upgrade when you need more messages or pages, not for features.
• Use add-ons for seasonal spikes — if you have a busy month, add extra messages temporarily and cancel the add-on later via the Stripe portal
• Yearly billing saves money — toggle to yearly on the billing page to see the discount
• Don't worry about data loss — cancelling or letting a trial expire never deletes your data. Resubscribe anytime and everything is still there.