How subscription price is calculated
Learn how your monthly or long-term subscription fee is calculated in User.com .
Pricing Model Overview
User.com operates on a flexible Software-as-a-Service (SaaS) billing model. You can choose between:
Monthly recurring subscription (default)
Quarterly, semi-annual, or annual plans (eligible for discounted rates)
Your subscription cost depends on a key factor: number of contacts in the database.
Who Counts as a Contact
A contact in User.com is anyone in your database who meets at least one of the following criteria (has at least one of these attributes):
email address
phone number
user_id (more about user_id here)
last heard (visitors who contacted you via chat)
web push subscription
FCM key (users of the mobile app)
NOTE! If a record meets any of the above conditions, they are counted as a billable contact.
Contacts Database Size
You can check your current contact database size in the app: Settings > App Settings > Additional > Database size
NOTE! this information is updated once in 24 hours.
The second option is to check the "Contacts" segment in the People section. Make sure your team provided no changes into this default segment.
NOTE! Recalculate the "Contacts" segment to have the most relevant results.
During your first purchase, you choose the initial contact limit. If your database exceeds this limit, you are automatically moved to the next pricing tier. You will be charged for the additional contacts based on your current usage.
Also, please, remember that your first payment in the system is considered as your "minimum price" - while your price might increase or decrease depending on the amount of contacts and chosen products, it cannot be lower than the price on your first invoice.
Email Quota
Each month, you can send up to 4× the number of contacts included in your subscription. Example: If your plan covers 1000 contacts, you can send up to 4000 emails per month.
Once the limit has been reached, you won't be able to send more emails.Your email quota is updated each month along with your subscription status.
NOTE! If you need to have more emails than your current subscription allows for, please contact our support team to discuss expanding your email quota.
Billing Cycle & Payment Timing
Your subscription renews automatically on the same day each month (based on the original purchase date). Example: If you subscribed on July 12, your next billing date will be August 12.
Each billing cycle recalculates your contact total and any applicable feature usage.
NOTE! If there’s a payment issue, the application contact person receives an email notification from the User.com app.
Long-Term Subscription Options
There are three long-term subscription options available:
Quarterly
Semi-annual
Annual subscription plans
Key aspects of the long-term subscriptions:
Payment is made upfront for the selected term.
If your contacts exceed the initial limit, we’ll issue a rebalance invoice for the additional usage.
After the selected term ends, your plan automatically switches to monthly billing unless a new long-term plan is purchased. (Applicable only for card payments).
NOTE! Discounted rates are available for long-term plans. Contact Support or your Customer Success representative for details.