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 shows your plan, your usage this period, and your payment history.

What you are charged for

Your plan includes a number of units a month. One unit is any of:

a ticket the AI worked on;
a chat conversation: from the customer’s first message until the chat is resolved or handed to an agent;
a knowledge base search session where the AI answered.

They all cost the same, and your allowance covers all three together. A customer who comes back to the same chat after it was resolved or handed over starts a new conversation, which is a new unit. A ticket is one unit however much the AI did with it — summarised, classified, drafted a reply, or answered the customer directly — and it is counted once, however many times it is touched.

Three things are never charged:

A ticket the AI was told to ignore. If your rules route a ticket away from the AI, it costs nothing.
A chat that becomes a ticket. When a conversation is handed to an agent, you pay for the conversation, not for the ticket it turned into.
Repeat searches in one search session. A knowledge base search session is one unit however many questions are asked in it. The session ends after 30 minutes without a search; a search after that starts a new session, which is a new unit.

Knowledge base gap analysis is included and unlimited.

Threshold alerts fire at 50%, 80%, 95% and 100% of your monthly allowance, by email to every customer admin.

Your plan

Each plan includes:

a monthly unit allowance;
a per-unit overage price, if you choose overage.

A plan agreed with us directly is shown as a Custom edition, with its tickets per month and its price per ticket over the allowance.

Your features

Billing lists every feature on your account and its current setting:

Help desk instances — how many help desks you can connect. Default 1.
Brands — how many brands can have the AI switched on. Default 1. On osTicket and Freshdesk each connected help desk is its own brand, so this is never lower than your number of help desks.
Ticket retention — how long we keep embeddings of your historical tickets for recommendations, in months. Default 12.
Answer verification — on or off, with its price per ticket when on. See AI Configuration.

Reaching a limit is refused with a message naming it; contact us to raise it. Features are set on your account rather than by your plan, so changing plan does not change them.

Without an active subscription or trial, all AI processing stops. Your features and settings are kept, and everything resumes as it was when you subscribe again.

When you go over

When usage passes your allowance, you have a choice, set in Settings → Billing:

Overage — each further unit is charged at your plan’s per-unit price. On monthly plans, overage appears on your next renewal invoice, so you get one predictable bill. On annual plans it is charged at the next monthly settlement, because the renewal could be a year away.
Pause — AI processing stops for the rest of the period and starts again when it resets. Tickets still reach your agents; they simply arrive without AI assistance.

Your free trial

A trial runs for 30 days and needs no payment details. During it you get the trial edition’s full allowance.

When the allowance is used up, AI processing pauses for the rest of the trial. Nothing is charged for going over.
When the 30 days end without a plan, AI processing pauses and everything — your instances, settings, synced knowledge and history — is kept for 30 more days. Choosing a plan in that window picks up exactly where you left off.
You can choose a plan at any point, during the trial or after it ended. Your remaining trial days end when the subscription starts, and nothing is charged for the trial itself.

We send reminders 7, 3 and 1 day before the trial ends, each linking straight to checkout.

Seeing your usage

Billing in the sidebar shows the period’s usage:

units used against the allowance, and what remains;
the split by kind — tickets, chat conversations and search sessions;
what the AI did with your tickets, and how many conversations it resolved rather than handed to an agent.

Managing your subscription

Click Manage Subscription on the Billing page to open the Paddle customer portal, where you can update your payment method, download invoices, change your billing email, or cancel.

Note: changes made in the Paddle portal appear in the Flexivity AI console automatically. There is nothing to update on both sides.

Cancelling your subscription

A customer admin can cancel from the bottom of the Billing page, whether you pay by card or by invoice:

Click Cancel subscription.
Read what happens, type your account name exactly as shown, and optionally tell us why.
Click Cancel subscription to confirm.

Your subscription ends at the end of the current billing period (on an annual plan, the end of your term). Nothing is charged or refunded, and the AI keeps working until then. When it ends, every AI feature stops, and your settings and data are kept for your retention period, so subscribing again picks up where you left off.

Changed your mind? Until the end date, the same section shows when your subscription ends and a Keep subscription button. That also works for a cancellation you made in the Paddle portal. Once a subscription has ended it can’t be restarted; choose a plan again instead.

Invoice billing

If you are billed by invoice rather than card, your plan works exactly the same way: the same units, the same allowance, and overage on the invoice, broken down by kind. Contact us if you would like to move to invoice billing.

A per-ticket add-on such as answer verification is charged for every ticket over your allowance, at its own price per ticket, on the same charge as your plan’s overage.

Changing plan

Go to Billing in the sidebar.
Click Change Plan.
Pick the allowance you need — the slider shows the price for each.
Confirm.

Upgrades take effect immediately, with a prorated charge for the rest of the cycle. Downgrades take effect at the end of the current cycle.

Note: if your usage already exceeds a lower plan’s allowance, you will see a warning before confirming.