Billing
Billing helps you keep customer-facing services available and understand what your workspace can use. Review the current plan, available balance, included features, usage, and any self-service subscription actions offered to your workspace.
Navigation: Open General → Billing.
Review your plan and balance
Credits help you compare your remaining balance with the amount used by your agents. Balances, usage and Billing Activity show credits; 1 credit equals $0.01. For example, a $10 balance is shown as 1,000 credits. Amounts are shown in whole credits and rounded up, so a small operation appears as 1 credit. Compact usage figures use cr as a short form of credits. Rounding affects only how amounts are shown, so listed amounts may not add up exactly to your balance. The change in units does not add or remove balance.
Subscription and top-up payment prices remain in dollars. When choosing a top-up, compare both the price you pay and the number of credits added to your balance.
At the top of the page, review the current plan and balance status. A Low balance or Balance depleted notice means usage-based features may need attention.
Partner bonus
If you joined through a partner’s link or code that includes a client bonus, part of each payment you make comes back to your balance as credits. For example, with a 5% bonus, a $99 payment adds 495 credits. While the bonus applies, a Partner bonus note above the balance shows its share and, when it covers only your first payments, how many are left. The note disappears once the bonus no longer applies. Bonus credits appear as Referral bonus in balance details.
See when credits expire
Some credits are valid only until a set date — for example, the credits that come with each plan payment, top-up credits, credits the platform team adds for a limited offer, or credits earned through the partner program. Knowing the date helps you use them first or plan a top-up before they run out.
Credits that come with a plan payment are valid for the billing period that payment covers. If you pay by card, they last one extra day, so your renewal is processed before they end. If you pay through Shopify, they end when Shopify starts your next billing period, and at the latest one day after the period ends. Some plans let unused plan credits roll over instead: plan cards say Unused credits expire at the end of each billing period or Unused credits roll over. Starting credits never expire.
When some of your credits expire, the Balance card shows the next date, for example “500 credits expire on Oct 2, 2026”. Select Details to open Balance details. It lists your credits by where they came from — Starting credits, Plan credits, Top-up, Platform grant, Partner earnings, Referral bonus or Earlier balance — with the amount left and Expires with a date, or No expiry. Credits that expire first are used first, and credits without an end date are used last.
Before top-up credits, credits added by the platform team, partner earnings or referral bonuses expire, your account alert destinations receive a notice with the amount and the date. Plan credits get no separate notice: their date is on the Balance card.
When credits expire, the unused amount leaves your balance and Billing Activity shows it as Expired. Expired credits cannot be restored from the Billing page; contact support if you believe credits expired by mistake.
The plan summary can show limits or availability for Voice Agents, Campaigns, Knowledge Base, integrations, Shopify insights, and other features. A feature marked unavailable may be hidden or locked elsewhere in the workspace.
To compare voice access, check the plan card’s voice label. Voice Trial (30d) means a 30-day trial from activation; this is the standard trial duration unless the plan specifies another length. See Voice trials for how activation and trial limits work.
Review usage
Usage connects account-level balance changes with the customer activity your workspace handled during a selected period. Depending on the plan, it can summarize text requests, voice calls, and Knowledge Base activity along with the amount charged to the workspace balance.
To compare spending across months, choose a month in Usage Summary. Total Spend includes usage charged to your balance during that calendar month. Months follow your workspace’s time zone, so team members see the same monthly totals even when their personal time zones differ. For example, activity just after midnight on the first belongs to the new month in your workspace’s time zone.
When Conversation Quality reviewed conversations or drafted suggestions in the selected month, a Conversation Quality line under Text shows how many requests it made and what they cost. Not charged to your balance in place of the amount means none of that month’s requests were paid from your balance; an amount followed by, for example, 3 not charged to your balance means only that part of the month’s requests was.
Usage (Last 30 Days) shows each day’s text requests and voice calls. When Conversation Quality’s requests were paid from your balance on those days, they show as the violet part of the text bar. Hovering a day shows them on their own line, for example Conversation Quality: 40 requests · 12 cr, and Text then counts only your agents’ own requests, so the two add up to the day’s text usage.
Usage can arrive shortly after the underlying activity. Use activity pages for operational troubleshooting and Billing for the account-level summary.
Top up the balance
Topping up keeps usage-based features running when the balance is low, without waiting for the next renewal. The Top Up Balance card shows what your workspace can buy, and how you pay depends on how your workspace is billed.
When top-up credits have a time limit, the card says so, for example “Top-up credits are valid for 12 months.” The period starts when the credits reach your balance, and the confirmation you receive says until when they are valid. Credits that expire first are used first, so plan credits are usually spent before top-up credits.
If you pay through Shopify
The card lists the top-up amounts included on your Shopify plan. Choose one and confirm — the amount is added to your store’s next Shopify invoice, and the balance updates on the Billing page. Your workspace also receives a confirmation on its notification channels — by default an email — showing the credited amount and the new balance.
The amounts are fixed and come from your plan, so there is no custom-amount field. If you need a different amount, contact support: changing what is offered means changing the plan itself.
If you pay by card
Choose a package or enter an allowed amount, review the payment summary, and confirm once. Wait for the success state before attempting another top-up.
If payment succeeds but the balance has not refreshed, reload the Billing page after a short wait and review Billing Activity.
When top-ups are unavailable
The card explains why instead of simply hiding, so the message on screen tells you what to do:
| What you see | What it means |
|---|---|
| Top-ups become available once your Shopify trial ends and billing starts | Shopify has no billing period to add the charge to yet. Top-ups appear when your first paid cycle starts. |
| Connect and designate your Shopify billing store before topping up | More than one store is connected, or none is marked as the billing store. Set it under Integrations. |
| Your Shopify plan does not offer balance top-ups | The plan carries no top-up amounts. Contact support to add balance. |
| You have reached the top-up limit for this billing cycle | There is a per-cycle ceiling on how much can be added before the invoice is paid. It resets once Shopify bills the cycle; contact support if you need more before then. |
| Top-ups are paused while we review a billing discrepancy on your account | Our records and Shopify’s do not agree on a recent top-up. Support is already looking; contact them to resume. Nothing is deducted from your balance while this is open. |
| Your Shopify subscription could not be read just now | A temporary problem reading your plan. Reload the page. |
If the balance has not arrived
Occasionally a top-up is accepted but cannot be confirmed straight away, and the confirmation reads Top-up received — your balance will update shortly. The balance is then added automatically once we can confirm the charge, usually within an hour.
Do not buy the same top-up again while you wait: the amount you already bought will still arrive. If it has not after a few hours, contact support with the approximate time of purchase.
Change plans
Plan changes let the workspace adapt when your team needs more or fewer customer-service capabilities. Available plans appear on the Billing page when self-service changes are supported. Compare the feature limits and effective timing shown in the confirmation dialog.
When comparing plans, Knowledge base shows the included storage in MB. For example, 250 MB Knowledge base means up to 250 MB of knowledge content.
Before changing plans, review whether your current number of agents, campaigns, Knowledge Base items, connected stores, or integrations exceeds the new plan’s limits. The dialog may block a change until usage is reduced.
If you pay by card, the confirmation dialog shows what the change costs and what happens to your credits:
- Upgrade — your card is charged the full price of the new plan now, and a new billing period starts today. The new plan’s monthly credits are added with this payment.
- Downgrade — the plan changes now with no charge today. The lower price and the new plan’s credits start with your next invoice.
- Switch to Free — your paid plan stays active until the end of the current billing period, then your workspace moves to Free. Until then the plan card shows Cancels on with the date, and other plan changes are unavailable; to keep a paid plan, resume the subscription under Manage Subscription.
In every case, the credits already in your balance stay until their own expiry date, if they have one; the dialog shows until when your current plan’s credits stay. Plan changes do not return unused time as credits.
Do not close or repeat an upgrade while payment confirmation is pending. If self-service change is unavailable, use Manage Subscription or contact the person who manages your account as directed on screen.
If you pay through Shopify, you approve the new plan on Shopify and come back to the Billing page. While Shopify confirms the payment, Adding your plan’s credits… shows under your balance, usually for less than a minute, and the balance updates when the credits arrive. If Shopify takes longer, the page says the credits will appear, usually within an hour; you can leave the page, and they are added on their own.
Credits come with what Shopify charges for the plan. For example, if you move from a $49 plan to a $149 plan halfway through your billing period, Shopify charges about half of the $100 difference, and your balance gets credits for that charge at the new plan’s rate; the new plan’s monthly credits come with your next renewal. If Shopify charges nothing for a change, no credits are added. If Shopify starts a new billing period with the change, credits from your previous plan payments end at that moment, unless your plan lets them roll over; other credits stay.
Choose where balance and account alerts go
Alerts exist so a problem reaches you before your customers notice it. Balance and spending alerts, and the alert that says your Messaging Agent has stopped answering customers, all go to the same destinations.
Choose where they arrive on General → Notification Channels, in the Account alerts card: pick one or more channels, or leave it empty and Versafy emails your account owner instead. Create a channel there first if none appear. Spending & Alerts in Billing keeps the limits and the low-balance threshold themselves.
Top-up confirmations arrive at the same destinations, whichever way you paid — by card or on your Shopify invoice. The confirmation names the amount credited, your plan’s top-up bonus when one applied, and the new balance. Notices about credits expiring soon arrive there too.
Alerts about work that has already stopped — a depleted balance, an agent that cannot answer, an expired plan — cannot be switched off. The low-balance warning has its own toggle in the same card.
Set credit limits and low-balance alerts
Spending limits help you control how many credits your workspace uses each day or month.
A low-balance threshold helps you act before the balance runs out. For example, enter
500 to request a warning when the balance reaches 500 credits or less.
Open Spending & Alerts on the Billing page. Enter the daily and monthly limits in credits, leaving a limit blank to remove your workspace limit, and choose the low-balance alert threshold. Your plan may impose its own limits. Select Save changes. Use Use default, when offered, to restore the default low-balance threshold.
Review billing activity
Billing Activity lists dated balance changes and charges. Use it to confirm top-ups and understand when account-level usage was recorded. An Expired entry shows credits that left the balance when their validity ended.
Troubleshoot customer billing
Billing is the only available page
Your workspace may require subscription attention. Review the plan status and follow the action shown on the page.
A feature is locked despite an active plan
Confirm the feature is included, its usage limit is not reached, and your user has permission. Refresh after a recent plan change.
A payment remains pending
Do not submit it repeatedly. Wait for the page to refresh, check Billing Activity, and contact support with the time and visible status if it does not settle.