Billing & Usage
Everything you need to know about pricing, your free tier, monthly caps, and how to keep track of costs.
How Pricing Works
Supportify uses pay-per-session pricing. A "session" is one customer conversation — from the moment they send their first message until the chat ends.
You only pay for sessions that are resolved — meaning the customer got a helpful answer or 24 hours pass without negative feedback.
Your Free Tier
Every store gets 50 free chat sessions per month. That's 50 customer conversations at no cost.
- Resets on the 1st of every month — unused sessions don't roll over.
- No credit card required — you can use the free tier indefinitely.
- Full features — free sessions get the same AI capabilities as paid ones.
You can see how many free sessions you've used this month on the Billing page in the Supportify app (under Settings).
Tip
50 sessions is plenty for small stores or for trying out Supportify before committing. Most new stores don't need a paid plan in their first month.
Setting Up a Billing Cap
When you need more than 50 sessions per month, you'll need to set up a monthly billing cap. This is the maximum amount you're willing to spend in a given month. You'll never be charged more than this.
To set it up:
- Go to Settings → Billing in the Supportify app.
- Click "Adjust Monthly Cap".
- Choose your desired cap amount (e.g., $50 = 100 sessions, $100 = 200 sessions).
- Click Confirm. Shopify will ask you to approve the subscription.
- Approve it in Shopify, and billing is active.
How Shopify billing works
All charges go through Shopify's built-in billing system. You don't enter a credit card with us — Shopify handles payment using whatever payment method you have on file with them. Charges appear on your regular Shopify invoice.
What Happens When You Approach Your Cap
Supportify watches your usage and alerts you before you hit your limit:
At 90% of your cap — Warning
You'll see a yellow warning banner on the Billing page letting you know you're close to your limit. This is a heads-up to either increase your cap or be prepared for reduced service.
At 102% of your cap — Fallback Mode
Once you exceed your cap (with a small 2% grace period), your chatbot enters fallback mode:
- The AI switches to a lighter, faster model (so responses are still instant).
- Customers can only create support tickets — advanced features like order lookup and returns are paused.
- Fallback sessions are free — you're not charged for them.
To get back to full service, increase your monthly cap. It takes effect immediately.
Monitoring Your Usage
The Billing page gives you a full breakdown of your costs:
- Current status — Is your subscription active? How close are you to your cap?
- Usage breakdown — See costs split by chat sessions, support tickets, and shipping labels.
- Progress bar — A visual indicator showing how much of your cap you've used.
- Free tier tracker — Shows how many of your 50 free sessions are remaining.
You can also view your billing history for a detailed log of every charge — date, type, amount, and status. This can be exported as a CSV file.
Adjusting Your Cap
You can change your billing cap at any time:
- Go to Settings → Billing.
- Click "Adjust Monthly Cap".
- Choose a new amount.
- Approve the change in Shopify.
Tip
You can also adjust your cap directly in your Shopify admin (under the app subscription). Supportify will automatically detect the change and sync it.