Billing

Flexivity AI billing is managed through Paddle, which acts as the merchant of record for all subscriptions. The Billing section of the admin console gives you visibility into your current plan, usage, and payment history.

How Tokens Work

Every AI feature in Flexivity consumes tokens from your monthly allowance: Ticket Summaries, Recommendations, Classifications, KB Gap Analysis, KB Article Generation, and KB Search. The exact token cost per feature is shown on the pricing page and on the Billing page in your admin console.

Threshold alerts fire at 50%, 80%, 95%, and 100% of your monthly allowance and are sent by email to all customer admins.

Plan Structure

Each plan includes:

A monthly token allowance
A per-token overage price (different per plan — higher tiers get a lower overage price)
A ticket retention window (how long Flexivity stores embeddings of your historical tickets for recommendations)
An instance limit (number of distinct Customer System installations you can connect)

How Overage Is Charged

When your usage exceeds your monthly allowance, Flexivity tracks the excess and bills it as overage.

Monthly plans: overage is queued onto your next renewal invoice. You’ll see the overage line item on the same invoice as your next monthly subscription charge — one predictable bill, no mid-month surprises.
Annual plans: overage is charged immediately. We don’t wait for the next renewal because that could be up to 12 months away. The charge goes through Paddle on the next monthly settlement.

If you want to avoid overage entirely, you can switch your account to pause mode in Settings → Billing. In pause mode, AI processing stops once you hit your monthly allowance until the cycle resets.

Viewing Your Current Plan

Navigate to Billing in the sidebar to see your subscription overview:

Plan name — Your current subscription tier
Billing cycle — Monthly or annual
Next billing date — When the next invoice will be generated
Payment method — The card or payment method on file (managed through Paddle)

Managing Your Subscription via Paddle

To manage payment details, update your payment method, or download invoices, click Manage Subscription on the Billing page. This opens the Paddle customer portal in a new tab.

From the Paddle customer portal you can:

Update your payment method (credit card, PayPal, or other supported methods)
View and download past invoices
Update your billing email address
Cancel your subscription

Note: Changes made in the Paddle portal (such as updating a payment method) are reflected in the Flexivity AI admin console automatically. There is no need to update anything on both sides.

Upgrading or Downgrading Plans

To change your subscription plan:

Navigate to Billing in the sidebar
Click Change Plan
Review the available plans and select the one that fits your needs
Confirm the change

Upgrades take effect immediately. You will be charged a prorated amount for the remainder of the current billing cycle, and your new plan limits apply right away.

Downgrades take effect at the end of the current billing cycle. You retain access to your current plan’s features and limits until the cycle ends, at which point the new plan takes over.

Note: If your current usage exceeds the limits of a lower-tier plan, you will see a warning before confirming the downgrade. You may need to disable features or reduce the number of active instances before the new plan takes effect.