See your plan and the credits you have left
Go to Settings → Plan (open). The Your plan page shows:- The plan name, and Billed monthly or Billed yearly. During the free trial, it also shows Free trial active.
- What’s included: the replies and the outbound messages of your plan.
- Available this cycle: the replies and the outbound messages that you have left.
- Active channels: WhatsApp, Onsite or Voice agent.
- Billing: the plan fee and the date of your Next charge. During the free trial, the date is your First charge.
See your usage on the Usage page
Go to Settings → Usage (open). The page shows Current monthly period or Current yearly period with its dates. It has a gauge with “X of Y used” for your replies, your outbound messages and, with the email channel, your email sends. A credit type that your plan does not include shows Not in plan. The Usage button at the top right of every page opens a short summary of the same credits. It also shows Voice minutes, and the WhatsApp messages that you sent today against your daily limit from Meta. When you use most of your credits, the button text changes. It shows Usage with a percent, Over limits or Limit reached. When you pay for extras, it shows Extras with the amount.What Conversation Replies and free operator replies count
Some plans count replies as Conversation Replies. Your Usage page then shows two gauges:- Free operator replies: your team’s first 1,000 replies each month are free. They come back on the first day of each month, also on annual plans. Templates that your team sends from the Inbox do not use the free replies.
- Conversation Replies: the reply credits of your plan. Every AI reply uses one. Your team’s replies use one after the free replies are used, and each template sent from the Inbox uses one. The line “AI · team” shows who used the credits.
What AI replies, outbound messages, voice minutes and email sends count
- AI replies: one credit each time the AI agent replies on your behalf. The out-of-office message also uses one. This row shows on plans that do not use Conversation Replies.
- Outbound messages: one credit for each message that a campaign or an automation sends. On plans with AI replies, a reply that your team sends after the 24-hour window becomes a template and also uses one.
- Voice minutes: the length of the phone calls that the voice agent answers. Test calls are free.
- Email sends: one credit each time TextYess sends an email for you. This row shows when your account has the email channel.
When your credits reset on a monthly plan
On a monthly plan, your credits reset on the first day of each month. At the reset, each credit type goes back to the amount in your plan. Your billing date can be a different day. You pay on the date of your subscription, which the Plan page shows as Next charge. The free operator replies also come back on the first day of each month.When your credits reset on an annual plan
On an annual plan, you get the credits for the whole year at the start of the plan. They do not reset each month. The yearly credits renew once a year, on the first day of the month after your plan’s yearly anniversary. The Usage page shows Current yearly period and its dates. On an annual plan, the free operator replies still come back on the first day of each month.Do unused credits carry over to the next month?
No. At the reset, your plan credits go back to the amount in your plan. Plan credits that you did not use are lost. Extra credits that are not part of your plan, for example a referral reward, are not reset. They stay until you use them.Can you renew your credits early?
No. You cannot move the reset date of your credits. If you need more credits now, you have two options:- Change to a bigger plan. The new amounts start at once. See “What happens to your credits when you change plan” on this page.
- If you pay by card or SEPA Direct Debit, campaigns can send past your plan as billed extras. See “Send campaigns past your plan with extras” on this page.
Check that you have enough credits for a campaign
Each contact who gets a WhatsApp campaign uses one outbound message. See the outbound messages that you have left with the Usage button at the top right, or in Settings → Usage. When you send a campaign, the confirmation Start this campaign? checks your credits. If they do not cover every recipient, it shows Not enough credits for every recipient and what happens next:- Without extras, the campaign reaches as many contacts as your credits cover, then stops. You are not charged for the other contacts.
- With extras, you can still send, and the dialog shows the cost of the extra messages.
Send campaigns past your plan with extras
When your outbound messages run out, a campaign can continue and each extra message goes on your next invoice. This works only when all of these are true:- You pay by card or SEPA Direct Debit, not through Shopify.
- Your plan is active and paid. Extras are not available during the free trial.
- Your plan includes outbound messages.
Keep automations and replies going when credits run out
Automations send extras only when a switch is on. To turn it on, go to Automations and turn on Keep running when credits run out, next to the page title. If your plan uses Conversation Replies, the switch is called Keep going when your credits run out, and it also covers replies.- Each extra message or reply goes on your next invoice. The info icon next to the switch shows the price.
- The switch shows only when you can pay extras: card or SEPA billing, an active paid plan and no free trial.
- Only owners and admins can change it.
What happens when your outbound messages run out
When your outbound messages run out and you cannot send extras, sending stops:- Campaigns: a campaign sends until your outbound messages run out. The other contacts do not get the message.
- Automations: automations still start, but their messages are not sent. A message that is due while you have no credits is skipped. Automations also stop at zero when the switch Keep running when credits run out is off.
What happens when your replies run out
If your plan counts AI replies: when they run out, the AI agent stops replying. New messages from customers go to Needs attention in the Inbox, and your team can answer them. If your plan counts Conversation Replies: when the credits run out and you cannot pay extras, the AI stops replying. Your team can reply until its free operator replies are used. After that, the Inbox shows “Your team and the AI can’t reply until” a date, and the reply box is closed. Templates from the Inbox use only credits, so they stop when the credits run out, even if free replies are left. To continue, change to a bigger plan. If your plan counts Conversation Replies and you pay by card or SEPA, you can also turn on extras. See “Keep automations and replies going when credits run out” on this page.Change or upgrade your plan
- Go to Settings → Plan.
- Select Change plan or Get more credits. The page Update your plan opens.
- Select Monthly or Annual.
- Select your channels in Choose your channels.
- Move the sliders for Outbound Messages and Conversation Replies or AI Replies.
- Select Update Plan.
What happens to your credits when you change plan
The new plan starts at once, and its amounts replace the amounts of the old plan. What you already used in this period is taken from the new amounts. For example, your plan has 1,000 outbound messages and you used 800. You change to a plan with 3,000. You now have 2,200 outbound messages until the next reset. If you pay by card or SEPA, you do not pay the full new price today. The difference goes on your next invoice. Before you confirm, the plans page shows Your next invoice with the amount.Lower your plan (downgrade)
Lower your plan in the same way: Settings → Plan → Change plan, then select Update Plan. You cannot lower your plan in the 30 days after an upgrade. TextYess then shows: “Since you have already upgraded your plan on TextYess, you will need to wait 30 days after your upgrade to downgrade.” If the change removes a channel, the plans page tells you before you confirm: “This change removes” the channel “from your plan”.Pay by card or through Shopify
TextYess bills in one of two ways:- Shopify billing: if you installed TextYess from the Shopify App Store, Shopify bills your plan. You approve each plan change in Shopify.
- Card or SEPA Direct Debit: all other accounts pay through Stripe, our payment provider. Plan changes apply at once in TextYess.
Why Shopify shows the full plan price when you add credits
If Shopify bills your plan, every plan change creates a new TextYess subscription in Shopify. This is also true when you only add credits. Shopify then asks you to approve the full price of the new plan, not only the difference. The new subscription replaces your old plan in TextYess when you approve it. You do not get a second TextYess plan. Your charges for TextYess are in the billing settings of your Shopify admin.Find your TextYess invoices
- Card or SEPA: go to Settings → Plan and select Manage billing. The billing portal of Stripe, our payment provider, opens. It shows your invoices and your payment method.
- Shopify billing: Shopify bills TextYess for you. Find the TextYess charges in the billing settings of your Shopify admin.
Pay an unpaid invoice
When you have an unpaid invoice, the Plan page shows Invoices to pay at the top. Each invoice has a Pay button that opens the payment page of Stripe, our payment provider. An overdue invoice has the label Overdue. If a payment fails and the invoice stays unpaid for 7 days, TextYess suspends your account. The dashboard then shows Account suspended: “Your subscription payment did not go through, so messages are not being sent.” Select Go to billing and pay the invoice. Your data stays safe, and sending starts again when the payment succeeds.Free trial
A new subscription starts with a 7-day free trial. A plan change on an active plan has no trial. You cannot change the length of the trial from the dashboard. During the trial:- The Plan page shows Free trial active and the date of your First charge.
- Campaigns and automations can send up to 1,000 outbound messages in total.
- Extras are not available. Sending stops when your credits run out.
- If your plan counts AI replies, the AI and your team can send up to 1,750 replies.
Cancel your TextYess subscription
How you cancel depends on how you pay:- Card or SEPA: go to Settings → Plan and select Manage billing. Cancel the subscription in the billing portal. A paid plan stays active until the end of the period that you paid for. Your WhatsApp number stays connected.
- Card or SEPA, during the free trial: if you cancel during the trial, your plan ends at once and TextYess disconnects your WhatsApp number.
- Shopify billing: uninstall the TextYess app in your Shopify admin. This ends your Shopify subscription at once.