> ## Documentation Index
> Fetch the complete documentation index at: https://docs.typewise.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing FAQ

> Answers to common questions and edge cases about plans, usage, add-ons, and payment.

Quick answers to the questions we hear most, including the tricky edge cases.
Each answer links to the page with the full details.

## Trial

<AccordionGroup>
  <Accordion title="Do I need a credit card to start?">
    No. Every account starts on a free trial with no card required. Activate a
    plan when you are ready to convert. See [Free
    trial](/documentation/billing/free-trial).
  </Accordion>

  <Accordion title="What happens if I use up my trial allowance early?">
    It depends which allowance. Using up your trial Nova (AI Operator) credits
    blocks further Nova runs until you activate a plan, while the rest of the
    platform keeps working. Using up your trial resolutions **ends the trial
    immediately**, with the same result as reaching day 14. Trial usage is never
    billable, so neither allowance turns into overage. See [When the trial
    ends](/documentation/billing/free-trial#when-the-trial-ends).
  </Accordion>

  <Accordion title="I added a card during my trial. Am I being billed now?">
    No. Adding a card does not start your plan early: you keep the rest of your
    trial days, and your account converts on the day the trial ends. That is
    when the base fee is first charged. See [Free
    trial](/documentation/billing/free-trial#activate-a-paid-plan).
  </Accordion>

  <Accordion title="What happens to my unused trial allowance if I activate a plan early?">
    It follows you onto the plan. Whatever is left of your trial credit and
    resolution allowance is granted as a **prepaid pack balance**, which is used
    before you are charged any overage. See [Prepaid
    packs](/documentation/billing/add-ons#prepaid-packs).
  </Accordion>

  <Accordion title="What happens if my trial ends and I have not activated a plan?">
    A blocking message asks you to **Select plan**. Activating a plan and adding
    a payment method restores access right away.
  </Accordion>
</AccordionGroup>

## Plans & switching

<AccordionGroup>
  <Accordion title="What am I charged when I switch plan or cadence mid-cycle?">
    Switching to a new plan or cadence charges the base fee for the new term
    immediately, minus any account credit you have. That applies to both monthly
    and annual switches. See [Plans &
    pricing](/documentation/billing/plans-and-pricing#what-you-are-charged-when-switching).
  </Accordion>

  <Accordion title="What if I leave a prepaid term partway through?">
    You receive account credit for the unused part of the base you already paid.
    Typewise applies that credit to your future invoices.
  </Accordion>

  <Accordion title="Does my usage reset every month on an annual plan?">
    Yes. Only the base fee is annual. Usage and any overage are still measured
    and billed monthly.
  </Accordion>

  <Accordion title="Can I use WhatsApp on Starter?">
    No. Starter supports Email and Chat. WhatsApp needs Growth or higher.
    Upgrade from the [plan
    picker](/documentation/billing/plans-and-pricing#change-your-plan).
  </Accordion>

  <Accordion title="Can I stop my plan myself?">
    Yes, on Starter and Growth. Admins have two options on the **Plan & limits**
    tab: turn off **Auto-renew** to keep the plan until the end of the current
    billing cycle, or **Terminate account** to end it immediately. See [Ending
    your plan](/documentation/billing/cancellation).
  </Accordion>

  <Accordion title="What is the difference between auto-renew off and terminating?">
    Timing. With auto-renew off you keep the access you have already paid for
    until the cycle ends, and you can turn it back on before then. Terminating
    ends access straight away and cannot be undone. See [Which one to
    use](/documentation/billing/cancellation#which-one-to-use).
  </Accordion>

  <Accordion title="What am I charged when a plan ends?">
    Only outstanding overage. The base fee and committed seats for the period
    you are closing are already paid and are not charged again. If you have no
    overage, there is no final invoice. See [The final
    invoice](/documentation/billing/cancellation#the-final-invoice).
  </Accordion>
</AccordionGroup>

## Usage & limits

<AccordionGroup>
  <Accordion title="What counts as a resolution?">
    A full resolution counts as 1 unit and a partial resolution as 0.5 units.
    Resolutions on playground tickets and simulator test runs are not billed.
    See [Usage &
    limits](/documentation/billing/usage-and-limits#how-resolutions-are-counted)
    and [Resolution status](/documentation/tickets/resolution-status).
  </Accordion>

  <Accordion title="What happens if a resolved ticket is reopened?">
    Billing is based on the resolution your AI Operator records for the
    conversation. If billing for a specific conversation looks wrong, contact
    [support@typewise.app](mailto:support@typewise.app).
  </Accordion>

  <Accordion title="What happens when I hit the workspace limit?">
    Workspaces are a hard limit. At your plan's limit, creating another
    workspace is blocked, and workspaces are never billed as overage. The
    workspace your account starts with counts towards the limit, so on Starter
    and Growth it is the one workspace your plan includes. Your current
    workspace allowance appears on the **Plan & limits** tab.
  </Accordion>

  <Accordion title="When do I get usage warnings?">
    Typewise emails the account at 75%, 95%, and 100% of an allowance, once per
    dimension per billing period.
  </Accordion>

  <Accordion title="Auto-charge is on, but Nova is still blocked. Why?">
    Most likely you are on a free trial. A trial allowance is a hard stop
    because trial usage is never billable, so Nova is blocked once the trial
    credits run out no matter what the auto-charge toggle says or whether a card
    is on file. Activate a plan to continue.

    On a paid plan, Nova is blocked when you are at or past the included credit
    allowance plus any prepaid credit balance, and either no card is on file or
    auto-charge is off. With auto-charge on and a card on file, Nova can
    continue past the allowance. See [Usage &
    limits](/documentation/billing/usage-and-limits#when-nova-is-blocked).
  </Accordion>
</AccordionGroup>

## Add-ons & seats

<AccordionGroup>
  <Accordion title="Can I buy packs or add seats on Starter?">
    Seats yes, packs no. You can add extra agent seats on Starter or Growth, but
    prepaid packs require Growth. Upgrade from the [plan
    picker](/documentation/billing/plans-and-pricing#change-your-plan) to buy
    packs. See [Add-ons & seats](/documentation/billing/add-ons).
  </Accordion>

  <Accordion title="Can I buy packs or seats during the free trial?">
    No. Seats start a recurring charge and the trial has no card on file, so you
    need to [activate a
    plan](/documentation/billing/free-trial#activate-a-paid-plan) first. Trials
    start on Starter, so packs need an upgrade to Growth as well.
  </Accordion>

  <Accordion title="Do prepaid packs expire?">
    No. Resolution and credit packs never expire, stack on top of each other,
    and roll over between periods. See [Add-ons &
    seats](/documentation/billing/add-ons#prepaid-packs).
  </Accordion>

  <Accordion title="Are packs used before I am charged for overage?">
    Yes. Your prepaid balance is consumed first, and only usage beyond your
    included amount and pack balance is billed as overage.
  </Accordion>

  <Accordion title="Can I remove agent seats myself?">
    Yes. Choose a negative quantity on the **Agent seats** tab of **Buy addon**
    and confirm; your recurring charge drops from your next invoice. You can
    only give back seats that are not in use, so seats occupied by users beyond
    what your plan includes have to be freed up first. See [Agent
    seats](/documentation/billing/add-ons#agent-seats).
  </Accordion>
</AccordionGroup>

## Payments & invoices

<AccordionGroup>
  <Accordion title="If I turn off automatic overage charging, what still bills?">
    Resolutions still work as pay-as-you-go and appear on your next invoice.
    With auto-charge off, Nova credits are not topped up automatically, and Nova
    runs or seat invites can be blocked once you reach the allowance. See
    [Payment &
    auto-charge](/documentation/billing/payment-methods#automatic-overage-charging).
  </Accordion>

  <Accordion title="What happens if a payment fails?">
    You get a 30-day grace period with reminder emails while the payment
    provider retries. Everything works normally for the first 7 days. After day
    7 the AI Operator is turned off, and at the end of the grace period the
    account is suspended. Paying at any point restores service. See
    [Invoices](/documentation/billing/invoices#failed-payments).
  </Accordion>

  <Accordion title="Why was I invoiced in the middle of my billing period?">
    Pay-as-you-go resolution overage is charged mid-cycle rather than left to
    build up. When you pass 500 pay-as-you-go resolutions in a period, that
    usage is invoiced immediately, and your month-end invoice subtracts what was
    already charged. If another 500 stack up while that invoice is unpaid, the
    account is suspended. See [Mid-cycle resolution
    charges](/documentation/billing/invoices#mid-cycle-resolution-charges).
  </Accordion>

  <Accordion title="Does the AI Operator keep working if I fall behind on payment?">
    Only for the first 7 days past due. After that the AI Operator stops
    replying and automation stops running, and a suspended, terminated, or
    expired-trial account is stopped too. Incoming messages are always still
    received and stored, and tickets are left for a human to answer, so nothing
    is lost. See [When an account stops
    processing](/documentation/billing/cancellation#when-an-account-stops-processing).
  </Accordion>

  <Accordion title="Do the prices I see include VAT?">
    No. Prices shown in the plan picker, the pack picker, and your usage
    estimate are **exclusive of VAT**. Any VAT that applies is calculated from
    your billing country and tax ID and added on top, and appears as its own
    line on the invoice. See [VAT and
    tax](/documentation/billing/invoices#vat-and-tax).
  </Accordion>

  <Accordion title="How do I change my billing currency or country?">
    Your currency follows your billing country, set when you add or edit your
    card. Update your billing details from [Payment &
    auto-charge](/documentation/billing/payment-methods#add-or-update-your-card).
    For changes to an existing setup, contact
    [support@typewise.app](mailto:support@typewise.app).
  </Accordion>

  <Accordion title="Who can see and manage billing?">
    Only Admins can access Billing. Agents do not see it.
  </Accordion>
</AccordionGroup>

## Related

* [Billing overview](/documentation/billing/overview): start here
* [Plans & pricing](/documentation/billing/plans-and-pricing): compare plans
* [Usage & limits](/documentation/billing/usage-and-limits): track your usage
* [Ending your plan](/documentation/billing/cancellation): auto-renew or
  terminate, and what happens next