Pricing & Billing

• No credit card required to start.
• Minutes reset each billing cycle - unused minutes do not carry over.
• Upgrade, downgrade, or cancel anytime (change goes into effect the next billing cycle).

What counts as a minute?

Minutes are active conversation minutes - time during which a visitor is interacting with the agent in a live session. Idle time before or after a conversation does not count against your balance.

What happens when I reach 100% of my minutes?

You will receive email alerts at 75%, 90%, and 100% of your usage. In-app warnings also appear at each threshold. When your minutes are exhausted, the agent will stop accepting new sessions until the next billing cycle or until you upgrade your plan.

I still have minutes remaining but the interface shows "Quota Reached". What is happening?

This can occur when the same email address has been registered under two separate accounts - for example, if a user set up a personal free account using the same email that is also registered as part of an organisation account. When this happens, the system may check quota against the wrong account and incorrectly show "Quota Reached" even though the organisation account has minutes remaining.

If you see this error unexpectedly:

• Check whether you or the affected user may have created a separate individual account using the same email address as the organisation account.
• Contact support with the affected email address and organisation name so the team can investigate and resolve the account conflict.

Enterprise and custom pricing

For high-volume or enterprise requirements, custom integrations, or Digital Twin professional services, contact partners@napster.com.