Billing & Plans

Plans, usage, overages, payment methods, and how to upgrade or cancel.

• What counts as a minute?AI minutes are counted to the second: a call's length in seconds divided by 60, so a 30-second call is half a minute and nothing is rounded up. Every AI call counts, inbound and outbound, including calls an AI campaign places. A call the AI transfers to a person counts only the AI's part. Test calls started from inside FrontDesk (where the AI calls you) are not counted; calling your own number from a phone is a real call and counts. Calls your team places from FrontDesk use a separate staff calling allowance, also counted to the second. Texts count one per message, sent and received. See usage under Settings → Billing → Subscription.
  3 min
• Cancel your subscriptionThe account owner cancels under Settings → Billing → Subscription with the Cancel subscription link. Cancellation is "cancel at period end": paid features keep working until the end of your current billing period (the end of the paid year on an annual plan), then your account moves to the Free plan. Usage over your allowance and phone-number fees for that last period go on one final invoice. On Free the AI receptionist answers only up to 15 AI minutes a month and texting up to 100 texts, with no overage; campaigns and other calls the AI places pause, and calls are no longer recorded. Your first phone number stays free; extra numbers are billed monthly if a card is on file, or released 30 days after we email you if not. Domains keep renewing on your card unless you turn auto-renew off. Your data is kept. There is no self-serve pause.
  4 min
• Upgrade or downgrade your planThe account owner changes plan under Settings → Billing → Subscription: Change plan (or View plans on a trial or the Free plan) opens the Available Plans grid, which opens on the billing cycle you already pay (monthly or annual). Upgrades start immediately, and the prorated difference for the rest of the period is added to your next invoice. Downgrades are scheduled for the end of the billing period, so you keep what you paid for. A downgrade isn't blocked if you are over the smaller plan's limits: the confirmation warns you, and extra locations are still billed until you remove them. Any custom allowance or price FrontDesk set for you ends when you change plan tier. To go to Free, cancel the subscription.
  3 min
• Usage and overagesSettings → Billing, Subscription tab, shows usage bars for AI minutes, Staff calling, Texts, Telehealth and AI notes against what your plan includes, with the date usage resets. Usage resets monthly, on annual plans too. Pro includes 500 AI minutes, 500 staff calling minutes, 2,000 texts, 500 AI chat conversations, 1,500 telehealth participant-minutes and 300 AI note minutes a month; Elite 1,150, 1,000, 5,000, 2,000, 6,000 and 1,000; Enterprise is custom. Past the allowance, Pro and Elite are billed overage on the next invoice, for example $0.65 (Pro) or $0.55 (Elite) per AI minute. The Usage forecast says when you'll run out, Add AI minutes sells extra minutes, and Usage alerts emails you at 50%, 90% and 100%. Free includes 15 AI minutes, 60 staff calling minutes and 100 texts a month and stops at each until the 1st, with no overage; the 14-day trial stops at each allowance.
  10 min
• Update your payment methodThe account owner updates the subscription card in Stripe's billing portal. On a computer, open Settings → Billing → Subscription and click Manage billing at the top of Billing history. On a phone, open Settings → Billing, tap the card row (for example "Visa ending 4242"), then Update in Stripe. Stripe stores the card; FrontDesk never sees the full number. The new card is used for the next charge: your renewal, usage over your allowance, and any bought minutes. If a payment fails, the owner gets an email, the plan card shows Past Due, and Home shows a "payment failed" banner with Pay now. The Payment methods tab is for taking payments from your clients, not for your own plan.
  2 min