# Plans, quotas and usage

> Choose the right plan, change it when you need to and understand how messages, minutes, runs and sends are counted.

Page: https://supportfast.ai/en/guide/account/plans-and-usage/ · Section: Account · Updated on 30 October 2026

> **Note**
>
> **Prices and quotas change over time, so they're not in this guide.** You'll find them up to date on the [pricing page](https://supportfast.ai/en/price/) of the website. Those for your account are in Account › Plans and in Account › Subscription: see [Subscription and payments](https://supportfast.ai/en/guide/account/subscription.md).

## Plan families

Plans are split into two families: **Standard**, to use SupportFast in your business, and **White Label**, to resell it under your own brand.

| Family | Plan | Who it's for |
| --- | --- | --- |
| Standard | Free | To try the chat agent and the voice agent, with no expiry. Among other things, it doesn't include WhatsApp, Instagram, Messenger, the live chat (the Operator Chat tab), automations, campaigns and phone numbers: the voice agent can be tried only from the browser. |
| Standard | Starter | “Micro business, 1-3 people, one site.” |
| Standard | Pro | “SME 5-15 people, multichannel.” |
| Standard | Business | “For those who call a lot, every day.” |
| White Label | Whitelabel Starter | “Freelancer or consultant with a small portfolio.” |
| White Label | Whitelabel Pro | “Structured agency or software house.” |
| White Label | Whitelabel Business | “System integrator with enterprise clients.” |

Each plan includes everything in the level below and adds quotas and features. White Label plans add the portal with your brand and your domain, emails from your address and logins for your clients. See [The White Label program](https://supportfast.ai/en/guide/white-label/introduction.md).

## The Plans page

Open Account › Plans; you need the “Billing” permission. At the top right choose the family, Standard or White Label; above the plan cards, the billing period.

- **Billing periods**: Monthly, Quarterly and Annual. White Label plans have no monthly option. Longer billing periods cost less per month.
- **Price**: the big number is the monthly equivalent; below it you read how much is charged and how often. Prices exclude VAT.
- **Included**: the plan's quotas, such as agents, minutes, numbers, AI messages and users. Here voice agents are called “phone agents”, and in Account › Subscription and in the add-ons “Phone assistants”: they're always the voice agents.
- **Features**: what the plan adds compared with the one below, starting from “Everything in …”.
- **Extra add-ons**: at the bottom of the page. See [Add-ons and automatic purchase](https://supportfast.ai/en/guide/account/add-ons.md).

![Account › Plans page, Standard family and Annual billing period: the Free card shows “Your current plan”, Starter, Pro and Business have “Start now” and Pro carries the “Recommended” ribbon.](https://supportfast.ai/_astro/01-piani.DSgVNwSY.webp)

_The Standard plans with annual billing: the big number is the monthly equivalent._

The button on each card depends on your plan:

| Button | When you see it |
| --- | --- |
| “Your current plan” | It's your plan, at your billing period. |
| Start now | You're on the free plan: it opens the payment. |
| …-day free trial and, below, or Buy the plan | White Label cards, if you're on the free plan and have never had a trial. The trial is available once per account, with quarterly or annual billing: see [Plans and free trial](https://supportfast.ai/en/guide/white-label/plans-and-trial.md). |
| Upgrade, Switch to quarterly, Switch to annual | The change is an allowed upgrade: it opens the confirmation. |
| “Not applicable with your current plan.” | The change isn't an upgrade: see [Moving to a lower plan](https://supportfast.ai/en/guide/account/plans-and-usage.md#moving-to-a-lower-plan-or-a-shorter-billing-period). |

With an invoice to pay, all the buttons are off until you settle it.

## Moving to a paid plan

1. **Choose the plan**
   In Account › Plans choose family and billing period, then press Start now on the plan's card. The payment page opens.

2. **Pay**
   Enter your card and billing address; if you like, your VAT number and a promo code. Confirm the payment.

> **Result**
>
> You go back to Account › Subscription: within a few seconds the new plan appears, with its quotas already active. The owner gets a confirmation email.

## Upgrading

An upgrade changes the plan right away, without waiting for the renewal.

1. **Open the window**
   Press Upgrade Plan in Account › Subscription. From Account › Plans, the card buttons take you straight to the confirmation.

2. **Choose the plan**
   In the “Upgrade subscription” window choose billing period and plan, then press Continue.

3. **Check**
   The confirmation compares the quotas of the two plans and shows today's bill: “Switch to the … plan”, that is the full price of the new plan, minus the “Days of the cycle already elapsed” and the “Credit for the unused period of …”. Further down you read the date and amount of the “Next regular renewal”, then “Net amount”, “VAT” with the rate and the “Total charged today”, VAT included. If your invoice has no VAT, “Amount excluding VAT” appears below the total.

4. **Apply a promo code (optional)**
   In the “Promo code” field type the code and press Apply. “Code … applied” appears, a “Discount …” line is added to the bill and the amounts are recalculated. A box says how long the discount lasts: on this charge only, for a number of months renewal included, or forever. To remove it press Remove.

5. **Confirm**
   Press Confirm the upgrade. “Plan updated” appears.

If you stay on the same billing period, today you only pay the difference for the days left in the current cycle, on the card on file, and the renewal stays on the usual date. If you also change the billing period, for example from quarterly to annual, the cycle restarts from today: you pay the whole new period minus the credit, and the renewal moves to the end of the new period. The new quotas apply right away and the owner gets a confirmation email.

**Two calculation examples.** The amounts are made up, VAT excluded, and the cycles are 30 and 90 days. The system calculates time to the second: in the window the cents may differ.

| Confirmation line | Same billing period: from a €50 monthly plan to a €100 one, after 10 days out of 30 | Different billing period: from a €270 quarterly plan to a €1,000 annual one, after 30 days out of 90 |
| --- | --- | --- |
| “Switch to the … plan” | €100.00 | €1,000.00 |
| “Days of the cycle already elapsed” | −€33.33: the 10 days already gone, at the new plan's price | Doesn't appear: the cycle restarts from today |
| “Credit for the unused period of …” | −€33.33: the 20 days left, at the old plan's price | −€180.00: the 60 days left, at the old plan's price |
| You pay today | €33.34, plus VAT | €820.00, plus VAT |
| Renewal | On the usual date, at €100 | One year from today, at €1,000 |

> **Note**
>
> **A subscription has only one discount at a time.** A new code replaces the active one, and the window tells you so before you confirm. A code valid only once discounts only today's charge: the renewal is at full price.

**If the code isn't accepted.** As long as the code is rejected, Confirm the upgrade stays off: correct it, or clear it to continue without a discount.

- “Invalid or expired code.”: check that you typed it correctly; the code may have expired.
- “This code cannot be applied to this plan or to your account.”: the code has rules, for example it's valid only for the first purchase or only for some plans. If the message appears at confirmation, the plan doesn't change.

**If the charge fails.** “Plan updated, but the payment failed: you have 3 days to settle the invoice” appears. The plan changes anyway and the new quotas already apply, but the invoice stays unpaid. From here, the same happens as with an unpaid renewal: email reminders, upgrades and add-ons on hold and, if you don't pay, the risk that the subscription is cancelled. See [If the payment fails](https://supportfast.ai/en/guide/account/subscription.md#if-the-payment-fails).

## Moving to a lower plan or a shorter billing period

You can't move directly to a lower plan or a shorter billing period: you go through the free plan. The same applies to going back from a White Label plan to a Standard plan. When you buy again, resources on forced pause reactivate by themselves.

1. **Cancel the subscription**
   See [Cancelling the subscription](https://supportfast.ai/en/guide/account/subscription.md#cancelling-the-subscription). Until the expiry date the plan works as before. Before the expiry date the new plan can't be bought: its card says “Not applicable with your current plan.”.

2. **When it expires, buy the new plan**
   The account moves to the free plan. Right after, in Account › Plans, press Start now on the plan you want.

> **Warning**
>
> **Between the expiry and the new purchase you're on the free plan.** Everything the free plan doesn't include goes on [forced pause](https://supportfast.ai/en/guide/account/plans-and-usage.md#forced-pause): WhatsApp, Instagram, Messenger and calendars stop, automations and campaigns are paused, agents and teammates beyond its limits stop. Waiting runs, such as a reminder or a call back, close as Stopped if their moment comes. Platform numbers are returned to the phone carrier after 30 days.
>
> **How to limit the damage.** Buy the new plan on the same day the old one expires: the resources it includes come back by themselves, starting from the oldest. If the new plan includes fewer numbers than you have, add the “Extra phone number” add-on within 30 days, or the extra number is lost.

> **Tip**
>
> **Before moving down, choose what to keep yourself.** Delete or pause the resources you don't need: the pauses you decide stay in place with the new plan too, so only the ones you use come back.

## How usage is counted

AI messages, minutes, runs and sends are monthly quotas. They're counted by **calendar month**, from the first to the last day, whatever the billing period: the counter doesn't follow the renewal date. At the start of the month it restarts from zero and what's left over doesn't carry over to the next month.

- **AI messages (Monthly quota)**: Every reply generated by a chat agent's AI, on any channel. Replies to files and audio count too, and so do the ones you get when you test the agent, with Test Chat or from the chat link.

  Messages from customers and operators don't count, nor do the AI features of automations, post-call activities and contact profiling.

  With your own OpenAI key, for the account, the workspace or the agent, replies don't count against this quota and don't have the plan's limit. You pay OpenAI for them: see [OpenAI key](https://supportfast.ai/en/guide/developers/openai-key.md).

- **Call minutes (Monthly quota)**: Duration counts from the answer: the ringing doesn't count. At the end of the call, outbound duration is multiplied by 1.5; then it's rounded up to the next minute. For example, an inbound call of 61 seconds counts as 2 minutes. An outbound call of 61 seconds counts as 91.5 seconds, that is still 2 minutes; an outbound call of exactly 2 minutes counts as 3.

  A call nobody answers counts as 0 minutes: no answer, busy, rejected, invalid number. A call answered without a conversation, for example by voicemail or by someone who doesn't say a word, counts as 1 minute at most.

  The “Minutes” card in the [voice agent Dashboard](https://supportfast.ai/en/guide/voice-agent/dashboard.md) adds up the real call durations, without multiplying by 1.5 and without rounding: you see the minutes counted against your plan in Account › Subscription.

- **Concurrent calls (Fixed plan value)**: The calls open at the same moment across the whole account, inbound and outbound. With all lines busy, an inbound call gets a busy signal and shows as “Unsuccessful”; an outbound call is retried.

- **Automation runs (Monthly quota)**: Every time an automation starts. It doesn't count again when it resumes after a wait, or when it restarts from the beginning for the same event: see [The run quota](https://supportfast.ai/en/guide/automations/executions.md#the-run-quota).

- **Campaign sends (Monthly quota)**: One for each recipient put in the queue. Discarded contacts don't count, for example those without a number or blocked, nor do new attempts to the same contact. Voice campaigns also use minutes.

**Resources.** For agents, users, numbers, automations and campaigns, the plan says how many you can have. The same number applies to creating new ones and to keeping them active.

- Campaigns count even when they're finished.
- Only numbers bought from the console count, not the ones connected from your PBX.
- Users include the account owner.
- The number of workspaces has no limit.

**Per-agent limits.** They apply to each individual agent. Beyond the knowledge character limit, the extra part isn't loaded. Beyond the website page limit, only the first pages are imported. Beyond the Playground tool limit, the draft can't be saved or published until you remove the extra tools.

Each month's limit is the plan's quota plus the active add-ons and the automatic purchase packs bought in the month.

## When a quota runs out

| Quota | What happens |
| --- | --- |
| AI messages | The chat agent stops replying. On the website the widget shows “You've reached the monthly message limit.”. Agents that use your own OpenAI key keep replying. |
| Call minutes | New calls don't start. A call in progress is never cut off, which is why the counter can go over the quota. A call campaign is paused and doesn't restart by itself, not even the following month: to restart it, write to us. See [When sends or minutes run out](https://supportfast.ai/en/guide/campaigns/launch-and-results.md#when-sends-or-minutes-run-out). |
| Automation runs | Automations don't start. Every refused start stays in the [runs](https://supportfast.ai/en/guide/automations/executions.md) log, with the reason. |
| Campaign sends | The campaign is paused and the remaining recipients are set aside, with an alert email. The campaign restarts by itself on the first day of the following month. Buying a pack in the meantime doesn't make it restart sooner. |

To start again right away, add an add-on, turn on automatic purchase (see [Add-ons and automatic purchase](https://supportfast.ai/en/guide/account/add-ons.md)) or change plan. This applies to messages, minutes and runs, not to campaigns that are already paused. Otherwise the quota comes back on the first day of the following month.

## The padlock and the limit window

The padlock always signals a plan limit, never a permission. It appears on an item, a button or a section that your plan doesn't include or whose maximum you've reached. Sections not included stay visible and turned off.

A click opens the limit window, with a title such as “Feature not included in your current plan” or “Chat agents limit reached”. Sometimes the reason appears below the title, for example “You have used all the AI messages included in your plan for this month.”. People with the “Billing” permission also find Unlock with Upgrade, which takes them to Account › Plans; other teammates read a prompt to ask their administrator.

![“Chat agents limit reached” window, opened from the padlock on “Chat Agent”, with the “Unlock with Upgrade” button.](https://supportfast.ai/_astro/01-limite.UrR4Hu88.webp)

_The padlock opens the limit window; with the “Billing” permission there's “Unlock with Upgrade”._

## Forced pause

When the plan shrinks, resources beyond the new limits go on forced pause. It happens after a cancellation, a missed payment or the end of an add-on. Nothing is deleted: the resources stay stopped until the plan covers them again.

- The most recent resources stop first, until you're back within the limit.
- Features no longer included stop whatever uses them: for example WhatsApp, Instagram, Messenger, calendars and SIP lines.
- An automation on forced pause doesn't start, and its waiting runs close as Stopped when their moment comes.
- The pauses you decided yourself stay as they are.

> **Warning**
>
> **Phone numbers don't wait forever.** A platform number on forced pause is returned to the phone carrier after 30 days, unless the plan covers it again in the meantime: after that it never comes back to your account. In Account › Telephony the number shows “Deactivated · returned on …” with the date; after that date it spends 7 days “Being released” and then it's no longer yours. Don't expect a warning email: keep an eye on the date. See [Connecting your phone: the options](https://supportfast.ai/en/guide/telephony/overview.md).

People with the “Billing” permission see a red triangle, “Forced pause”, next to the status of stopped resources. In the plan panel at the bottom of the sidebar they read “… resources on forced pause”. See opens the list, with each resource's workspace, a search and a filter by type.

To reactivate them, change plan or add an add-on: they come back by themselves, starting from the oldest, up to the new limit.

## See also

- [Subscription and payments](https://supportfast.ai/en/guide/account/subscription.md): The month's usage, statuses, cancellation and payments.

- [Add-ons and automatic purchase](https://supportfast.ai/en/guide/account/add-ons.md): More quotas and resources without changing plan.

- [Plans and free trial](https://supportfast.ai/en/guide/white-label/plans-and-trial.md): White Label plans and the trial for resellers.