Billing, plans and limits

The 14-day trial

• Every plan starts with a 14-day trial with all Pro features. There is no free plan any more; existing free licences keep working.
• You add a payment method at the start. It is charged for the plan you chose only after the trial; you can cancel until the trial ends.
• You get an email reminder on day 10 and on the last day.
• If you don't pay after the trial, the AI stops answering. The widget keeps working: visitors can leave a message for your team.
• Phone & AI calling: paid per use, also during the trial.

The message limit

• In the bottom corner of the dashboard, "Plan" and "Messages" show how many messages you've used and how many your plan includes.
• Every AI assistant answer in the website chat counts as one message.
• The number of messages, documents and websites per plan is listed on the pricing page.

What happens at the limit

At 80% and 100% of your messages the owner gets an email and the dashboard shows a notice. At the limit the website chat keeps working: the AI stops answering, visitors are told a team member will get back to them and can leave their details, and your team is notified. Conversations a team member has taken over continue as normal. The AI answers again from the next period or after an upgrade.

Choosing your plan in the setup wizard

In the setup wizard's "Choose your plan" step you compare the plans and add-ons, with current prices and an explanation of each. "Change plan" takes you to your account on Twilper.com without signing in again, and back to the wizard afterwards.

Changing your plan

1. 1

   Step 1: Open "Change plan"

   Click "Change plan" in the dashboard under "Settings" or in the wizard, or open "Change plan" next to your licence in your account on twilper.com.

2. 2

   Step 2: Choose another plan

   You see the plans side by side. When upgrading you see up front what you pay now, pro rata; when downgrading, the unused part is credited on your next invoice.

3. 3

   Step 3: Done

   Your license key, workspace and widget code stay the same. The new limits apply in the dashboard right away.

Using the Shopify app? Then your subscription runs through Shopify, and you change your plan there.

Call costs and the trial cap

Calls are paid per use, also during the trial. Under "Channels" → "Phone" → "Call usage" you see your costs and set a monthly limit. During the trial a separate, low cap applies to the whole trial (EUR 15 by default); the counter "Call costs this trial so far" is in the dashboard and the amount is also in the reminder emails. At your limit or the trial cap the AI stops answering and callers go to your team or voicemail; outgoing calls pause. You get an email first. Usage lags a few minutes behind, so a small overrun is possible.

• Want to call more during the trial? Set a higher limit yourself; it replaces the trial cap.

Cancelling

You cancel yourself, with one click, without having to explain anything.

• Go to twilper.com/account and click "Cancel" next to your licence, or choose "Cancel subscription" under "Change plan".
• You see the end date, what keeps running until then and your call costs so far. Click "Cancel now".
• You get a confirmation by email right away, with the end date and the final settlement.
• Everything keeps working until the end date. During the trial everything stops on the last trial day and you pay no subscription.
• Call costs are invoiced per calendar month, in the first week of the following month, up to and including the end date. After the end date no more costs are charged.
• Changed your mind? Until the end date you can withdraw the cancellation on the same page.

Your phone number when you cancel or are blocked

Your number always stays reachable; a caller never gets a dead line.

• During a pause (cost brake, unpaid invoice, ended trial) the AI does not answer. Callers go to your team or voicemail, or hear a polite message that you are not available right now.
• After your end date the AI no longer answers; callers can leave a voicemail or hear that you are not available.
• Taking your number to another provider: request a number transfer with your new provider before the end date and let us know through support. We cooperate with the transfer.