Billing, Inbound Volume, and the Current Meter
Resly uses Stripe for secure billing and subscription management. Billing is packaged around inbound volume and routed work, while the live self-serve meter still uses customer messages across AI search and web chat.
How the Current Meter Works
- Customer messages to the AI count as 1 message each
- AI responses do not count
- Tool executions do not count separately
- Case creation, routing, and handoff are not separately metered in this phase
- Both chat and search requests count toward the current meter
The current meter is the operational billing basis for self-serve plans today. Resly’s broader value story is still inbound conversations, routed cases, and handoff quality.
View Current Usage
Check usage anytime in Admin → Account → Billing:
- Current plan and current meter
- Customer messages used this month
- Days until reset
- Usage percentage
- Historical usage trends (Pro/Enterprise)
Usage resets on the 1st of each month. Track your current meter to avoid hitting limits unexpectedly.
Plan Limits
| Plan | Current Meter | Knowledge Sources | Connectors |
|---|---|---|---|
| Starter | 100 customer messages/month | 3 active sources | Demo data only |
| Pro | 5,000 customer messages/month | Unlimited | Shopify, Stripe, Gmail |
| Enterprise | Custom | Unlimited | Custom engagement |
Overage Protection
Hard limits are enforced when the current meter is exhausted:
- Search and web chat pause at the limit
- Usage warnings appear inside the admin billing tab at ~70%, 90%, and 100%
- Upgrade prompts appear in the dashboard
- No surprise charges - predictable billing
Email alerts at 80%/100% are on our roadmap; today the usage card in Admin → Account → Billing is the source of truth.
Fair Use for Unlimited Knowledge Bases: “Unlimited” refers to how many knowledge bases you can create. Indexing volume, storage growth, and ingestion rate are governed by fair-use to protect reliability. For very large datasets or bulk ingestion, contact sales for custom limits or Enterprise.
Payment Management
Billing Portal
Access the Stripe Customer Portal from Admin → Account → Billing:
- Update payment method (credit card)
- View invoice history
- Download invoices for accounting
- Update billing information (address, tax ID, etc.)
- Cancel subscription if needed
Payment Methods
Accepted payment methods:
- Visa, Mastercard, American Express, Discover
- Debit cards
- Enterprise: ACH, wire transfer, invoicing
Automatic Payments
- Billing occurs monthly on your signup date
- Automatic charge to your payment method
- Invoice emailed after successful payment
- Failed payment triggers retry and email notification
Update your payment method before it expires to avoid service interruption.
Upgrading
Upgrade Process
- Navigate to Admin → Account → Billing
- Click Upgrade to Pro
- Complete Stripe checkout
- Subscription activates immediately
- New limits apply instantly
Proration
Mid-cycle upgrades are prorated:
- Unused time on current plan is credited
- New plan is charged proportionally
- Example: Upgrade on day 15 of the month
- 50% credit for unused Starter time
- Charged 50% of Pro price for the remaining month
- Full Pro price starting next month
Downgrading
Downgrade to Lower Tier
- Navigate to Admin → Account → Billing
- Click Change Plan
- Select lower tier
- Takes effect next billing cycle
- No immediate charge/credit
Downgrades take effect at the next billing date, not immediately. Your current plan remains active until then.
What Happens When Downgrading
Pro → Starter:
- Current meter reduces to 100 customer messages/month
- Lose access to Pro features (API, advanced analytics, etc.)
- Knowledge bases beyond the 1st are archived (not deleted)
- Can re-upgrade anytime to restore access
Canceling
How to Cancel
- Navigate to Admin → Account → Billing
- Click Cancel Subscription
- Select reason (optional feedback)
- Confirm cancellation
- Subscription remains active until end of billing period
After Cancellation
- Access until end of period - You keep access through your paid period
- Data preserved - Your knowledge base and conversations stay intact
- Can reactivate - Resubscribe anytime to restore full access
- Data export - Download all your data before or after canceling
No hard feelings. Cancel anytime and reactivate later if you change your mind. Your data will be waiting.
Invoices
Viewing Invoices
Access invoice history in Stripe Customer Portal:
- All past invoices listed chronologically
- Download PDF for each invoice
- View payment status
- See itemized charges
Invoice Details
Each invoice includes:
- Invoice number and date
- Billing period
- Plan name and tier
- Amount charged
- Payment method (last 4 digits)
- Billing address
- Tax information (if applicable)
VAT and Taxes
- US customers: Sales tax may apply based on location
- EU customers: VAT charged according to location
- Business customers: Provide VAT ID to reverse charge (EU)
- Update tax information in billing portal
Enterprise Billing
Custom Terms
Enterprise plans support:
- Annual contracts with volume discounts
- Multi-year agreements with price lock
- Custom payment terms (Net 30, Net 60, etc.)
- Invoice billing instead of credit card
- Purchase orders accepted
- Wire transfer and ACH payments
- Custom invoicing with PO numbers
Account Management
Enterprise customers get:
- Dedicated account manager
- Quarterly business reviews
- Usage planning and forecasting
- Custom reporting
- Flexible contract negotiations
Usage Optimization
Tips to Stay Within the Current Meter
Starter Plan (100 customer messages/month):
- Deploy on specific pages first instead of sitewide
- Use it to prove search, chat, and routed handoff on real inbound
- Focus on the highest-value questions and intake paths
- Upgrade when live volume becomes consistent
Pro Plan (5,000 customer messages/month):
- Monitor the current meter weekly
- Improve your knowledge base to reduce unnecessary back-and-forth
- Use search for direct lookups when possible
- Route complex requests cleanly instead of stretching conversations
When to Upgrade
Consider upgrading when:
- You consistently hit 80%+ of the current meter
- Search or chat stop working before month end
- You need Pro features (API, messaging beta, analytics, etc.)
- More live inbound is becoming structured routed work
Billing FAQs
When will I be charged?
Your billing date is your signup date each month. For example, if you sign up on January 15, you’ll be charged on the 15th of each month.
Can I change my billing date?
Contact support to adjust your billing date. This is typically a one-time courtesy adjustment.
What if my payment fails?
We’ll retry 3 times over 7 days and send email notifications. Update your payment method to avoid service interruption.
Do you offer refunds?
Pro plans include a 30-day money-back guarantee. See Trial & Guarantee for details.
Can I pause my subscription?
No pause option, but you can cancel and reactivate anytime. Your data is preserved even after canceling.
Next Steps
- View pricing plans - Compare plan features and current-meter limits
- Check trial terms - 30-day money-back guarantee
- Contact sales - Enterprise custom pricing
- Get support - Help with billing questions