Understanding Your Subscription and Billing
Subscription Tiers
Paymely offers five subscription tiers suited to different recovery volumes. Each tier includes:
- A monthly quota of emails and SMS
- A maximum number of active customers
- Access to all features (every tier unlocks the full platform)
To see your current tier or choose a plan, go to Settings - Billing.
Available Tiers
| Tier | Price/month | Clients | SMS/month | Emails/month |
|---|---|---|---|---|
| Essentiel | $99 | 100 | 100 | 500 |
| Essentiel Plus | $149 | 250 | 250 | 1,250 |
| Entreprise | $399 | 1,000 | 1,000 | 5,000 |
| Entreprise Plus | $799 | 5,000 | 5,000 | 25,000 |
| Entreprise Max | $1,199 | 12,000 | 12,000 | 60,000 |
All tiers include every feature. There are no locked or restricted features. The only difference between tiers is the volume of clients, SMS, and emails included.
Need more than 12,000 clients? See Custom Quote below.
Choose Your Plan
If your company does not yet have an active subscription, you will see a welcome message and a comparison table on the Billing page.
- Go to Settings - Billing
- Review the comparison table
- Click Choose next to the tier that fits your needs
- Complete the secure checkout
- Your plan is activated immediately
Upgrade or Downgrade
You can change your tier at any time from the Billing page.
Upgrading
- Go to Settings - Billing
- Click Upgrade next to the desired tier
- Complete the checkout
- Your new limits take effect immediately
Downgrading
- Go to Settings - Billing
- Click Downgrade next to the desired tier
- The downgrade is scheduled for the end of your current billing cycle
- An amber banner confirms the pending change and lets you revert if you change your mind
Downgrades take effect at the end of your current billing period. You keep your current limits until then.
Custom Quote
If your needs exceed the standard tiers (more than 12,000 clients), you can request a custom quote.
- Go to Settings - Billing and click Custom in the comparison table, or visit Settings - Billing - Custom Quote
- Use the slider or type in the number of clients you need (up to 150,000)
- The page automatically calculates the included SMS, emails, and estimated monthly price
- Click Request this plan to send your request to the Paymely team
- You will receive a response within 4 business hours
Track Your Usage
On the Billing page, you will see progress bars for:
| Metric | Description |
|---|---|
| SMS sent | Number of SMS used this month / monthly quota |
| Emails sent | Number of emails used this month / monthly quota |
The usage period resets on the 1st of each month.
Usage Warnings
Paymely automatically sends email alerts when you approach your limits:
| Threshold | Action |
|---|---|
| 80% used | Warning email: "You have used 80% of your quota" |
| 95% used | Critical alert email: "You are almost at your limit" |
| 100% reached | Sends are blocked until the next period or an add-on purchase |
These alerts are sent to your account email address. Check your spam folder if you don't receive them.
Add-On Packages
If you reach your limit before the end of the month, you can purchase add-on credit packs. All tiers can purchase add-ons.
Available Add-On Types
- Additional SMS -- batch of additional SMS credits
- Additional emails -- batch of additional email credits
How to Purchase an Add-On
- Go to Settings - Billing
- Scroll to the Add-on packages section
- Click Purchase next to the desired package
- Complete the payment
- Quota is updated immediately
Important: Add-on credits are valid for 12 months from the date of purchase. After 12 months, unused credits expire. Expired credits are shown in your billing history.
Cancellation and Account Lifecycle
You can cancel your subscription at any time.
How to Cancel
- Go to Settings - Billing
- Click the Cancel subscription link at the bottom of the page
- Your subscription remains active until the end of the current billing cycle
After Cancellation
| Phase | What happens |
|---|---|
| Active until end of cycle | Full access continues until the billing period ends |
| Read-only (90 days) | You can view and export your data, but cannot send emails, SMS, or create new schedules |
| After 90 days | Your data is permanently deleted |
You can resubscribe at any time during the read-only period to restore full access instantly.
Inactive Account
If your account has no active subscription, you will see an amber banner:
"Your account is inactive. Subscribe to a plan to unlock all features."
While inactive:
- All your data remains visible (customers, schedules, templates, etc.)
- Action buttons are greyed out -- you cannot send messages or create new schedules
- Automated schedules (emails and SMS) are paused automatically
- When you subscribe to a plan, everything resumes automatically
Billing History
The History section on the Billing page lists all your transactions:
- Purchase date
- Type (subscription, add-on)
- Amount
- Status (paid, pending, failed)
You can also access your invoices via the View Invoices button, which links to the payment portal.
What Happens if a Payment Fails
If your subscription payment fails:
- You will receive an alert email
- Sending (email and SMS) is temporarily blocked until the payment is resolved
- Use the Update Payment Method button on the Billing page to fix the issue
Frequently Asked Questions
What happens if I reach my SMS limit mid-schedule? Already-sent SMS are not affected. Upcoming SMS scheduled in active schedules will be blocked until you have available quota. Purchase an add-on to resume immediately.
Do undelivered SMS count toward my quota? Yes, each send attempt is counted, whether delivered or not.
Does my monthly quota roll over? No, the monthly plan quota resets to zero on the 1st of each month. Add-on credits remain available until they expire (12 months after purchase).
Do add-on credits expire? Yes -- add-on credits expire 12 months after purchase. You can see the expiry date for each credit batch in your billing history.
Can I switch tiers at any time? Yes. Upgrades take effect immediately. Downgrades take effect at the end of your current billing cycle.
What happens to my data if I cancel? Your data stays accessible in read-only mode for 90 days. You can export it during this period. After 90 days, it is permanently deleted. You can resubscribe at any time during those 90 days to keep everything.