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Agata Jędrzejczyk
Written by Agata Jędrzejczyk

How are we billing for User.com

User.com billing process and payment conditions.


User.com works on a SaaS-model of billing. You can pick a recurring monthly subscription plans or you can select a quarter, semi-annual or annual option (with the longer plans, you can count on getting a special discount!)

Your billing price is calculated based on the number of contacts you have in your database + products in your subscription. You can read more about pricing calculation here.

Also, 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.

Who is a contact?

A contact is a person you have in your database who has one or more of the following characteristics:

  • email address
  • phone number
  • user_id
  • conversation on chat (Only conversations where the user wrote/replied are counted.)

If any one of these conditions is met, this person is a contact and you will be charged for this visitor/user.

How is the price calculated each month?

Your subscription is prolonged automatically each month on the same day you started your first subscription plan. The system counts the number of contacts in your database plus charges you for the products you have chosen.

If there will be any problems with payment, you will be notified by a pop-up appearing in your panel. You will not get a notification before we attempt to collect the payment.

Remember that when it comes to Email Marketing, the number of emails you can send per month is x4 the number of your contacts - you won't pay more unless you use them all.

How can I pay?

We are only accepting Visa or MasterCard credit cards as payment methods. If you want to learn more, you can read more about payment methods here. During first registration, credit card data is not required - you will be only prompted to enter the details while moving to a paid plan.

For credit card payment processing we use Braintree - it provides the highest security and reliability standard.

How can I get my invoices?

Each month you will get proforma + invoice - they are available in your Payment section. If you need any help with your payments, don't hesitate to contact us. In case of system malfunction or similar issue, we will prolong your trial (if applicable) until the issue is resolved.

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