Managing Your Subscription

Starting a Subscription

Choose a plan

On the billing page, browse the available plans. Use the Monthly / Annual toggle to compare pricing — annual billing saves you 20%.

A card is required even to start the free 14 days. If you haven't added one yet, the button reads Add card & start free trial and takes you to a secure Stripe form to enter your details — Yaplet never sees or stores your card number.

Review and confirm

Before subscribing, you'll see a preview of your subscription that includes:

The plan price (monthly or annual)
Usage-based pricing rates (AI credits and emails)
Free period information

Click Start 14-day free trial to begin, or Subscribe now if your free period has already ended.

Your free 14 days include 500 AI credits and 1,000 newsletter emails. You won't be charged unless you go over these amounts.

Understanding Your Subscription Status

Your current subscription status is displayed as a badge on your plan card:

Status	Meaning
`Active`	Your subscription is active and in good standing
`Free period`	You're in the free 14 days included with your plan
`Past Due`	A payment failed — action required
`Incomplete`	Payment needs additional verification (e.g., 3D Secure)
`Cancelled`	Your subscription has been cancelled

If your status shows Past Due or Incomplete, resolve the payment issue from the billing page. After a failed payment we keep your full access for about a week while we retry the charge and send reminder emails. If the payment still can't be collected, your subscription is suspended and your organization drops to the free Basic tier: paid features (AI beyond the free 100 answers, voice) and usage billing pause, and newsletter sending switches to the free tier's prepaid-only mode, drawing on your credit balance. Nothing is deleted at that moment — your brands and everything inside them, your widgets, conversations, configuration, and any phone numbers are kept — and paying the open invoice restores everything automatically. The brand record itself is never deleted by a plan change; what can be cleared away if you're left over the new tier's limits is covered under Downgrading Your Plan below.

Upgrading Your Plan

When you upgrade to a higher-tier plan — or add feature modules and raise your volume tiers:

Go to Settings → Organization settings → Billing — only the organization owner sees this page — then choose the plan you want and add or remove any feature modules and adjust your seat, product-slot, and newsletter-contact tiers
Review the subscription change preview, which shows:
- Your current plan and add-ons vs. the new configuration
- The single prorated charge for the remainder of your current billing cycle
- What your next invoice will look like
Confirm the change

The plan change and every add-on edit are previewed together and pushed to Stripe as one atomic update — a single proration, applied immediately, with no two-step process.

You don't have to switch plans to make changes: you can edit individual modules and volume tiers on an existing subscription at any time from Settings → Organization settings → Billing, previewed and billed the same way.

Downgrading Your Plan

When you switch to a lower-tier plan — or remove modules or lower a volume tier:

Select the plan you want, and drop any modules or dial back the seat, product-slot, or contact tiers you no longer need
Review the preview — you'll see any credits applied for the unused portion of your current plan, along with the same single prorated adjustment
Confirm the change

If Your Downgrade Is Blocked

If your current usage exceeds the limits of the target plan, the downgrade will be blocked. You'll see a summary showing:

Which limits you're exceeding — brands, team members, chat widgets, AI agents or newsletter subscribers. Brands are capped by the same number as chat widgets, but counted separately: a one-slot plan allows one brand and one chat widget, not one of the two. Knowledge bases, documentation sets and email automations are never on this list — they are fixed allowances (five of each per brand, fifty automations per account) that do not change with the plan
Your current count vs. the allowed count on the new plan
Suggestions for what to reduce before downgrading

You must reduce your usage to fit within the new plan's limits before you can downgrade. For example, if the new plan allows 3 team members and you have 5, you'll need to remove 2 team members first. If a plan change happens some other way and leaves you over the limits, we email the owners and give you 24 hours to reduce; after that the excess can be removed for you — extra team members, extra chat widgets (with all their conversations, messages, visitors and session replays), extra Vex agents and extra newsletter subscribers. In every case the oldest are kept and the newest removed. Brands are never deleted this way, and neither are knowledge bases, documentation sets or email automations — those are not plan limits, so a plan change cannot put you over them.

Cancelling Your Subscription

On the billing page, click Cancel Subscription.

Review what happens

The cancellation modal explains:

Your subscription stays active until the end of the current billing period
Usage-based charges (AI credits, voice, emails) keep accruing until your plan expires at the end of the billing period
Access to paid features is removed after the cancellation date

Avoid unexpected charges

To stop all usage-based billing before cancellation takes effect:

Switch off each brand's Vex AI — there is one per brand, and you turn it off with the Enable this agent switch on Brand → Vex → Personality
Pause or stop all newsletter campaigns
Turn off your Email automations (Marketing → Newsletter → Email automations)
Stop your voice agents — a phone agent that keeps answering keeps billing per minute. Deleting the agent does not release its phone numbers: they stay on the organization, unassigned, and keep their monthly rental until someone releases them at Settings → Organization settings → Phone numbers, which only the organization owner can do

Confirm cancellation

Click Yes, cancel subscription to proceed. Your subscription will show a scheduled cancellation date.

Cancellation doesn't happen instantly — you keep access to your paid features until the end of your current billing period. The exact date is shown on your billing page.

Reactivating Your Subscription

If you've cancelled but your subscription hasn't expired yet, you can reactivate it at any time:

On the billing page, you'll see a notice showing your scheduled cancellation date
Click Reactivate Subscription
Confirm the reactivation

Your subscription will be restored immediately with all features intact. No new charges — you'll continue on your existing billing cycle.

Switching Billing Cycles

You can switch between monthly and annual billing at any time:

Monthly → Annual: You'll be credited for the unused portion of your monthly plan and charged the annual rate
Annual → Monthly: A credit is applied for the unused portion of your annual plan, and monthly billing starts

All changes are prorated automatically.