Managing Your Subscription

Nobi is sold in monthly message bundles, from 500 messages for $29 a month up to 100,000 messages for $3,749 a month. Everything a shopper types into Nobi counts as one message. You get 100,000 free messages during your 30-day trial, whatever bundle you pick. This guide covers everything you need to manage your subscription: starting a free trial, viewing usage, updating payment methods, and canceling or resubscribing.

Accessing Billing Settings

Log into your Nobi dashboard
Find Account in the sidebar
Click Plans & Billing

The Billing page shows your current plan, usage, subscription status, and management options.

Starting a Subscription

During Your Trial

All accounts get 100 free preview messages to test Nobi directly in their dashboard. These are for testing only and do not appear on your live site. When you are ready to go live:

Go to Account → Plans & Billing
Pick a bundle with the slider, then click Start Free Trial
Review the bundle's price and message limit, then click Add card and start trial. The trial includes 100,000 free messages, whatever bundle you pick
Add your payment card via the Stripe checkout page (no charge is made yet)
Your 30-day free trial begins immediately

During your trial:

You can use up to 100,000 free messages, whatever bundle you picked
Nobi appears on your live site and serves real visitors
No charges until the trial ends. After the trial, billing starts at your bundle's monthly price

Your trial includes 100,000 free messages, whatever bundle you picked. If you reach 100,000 messages during your 30-day free trial, Nobi stops responding on your site, whichever going-over option you picked. After the trial, the bundle you picked applies. Your choice is saved, and going over only costs extra after your trial turns into a paid subscription. This protects you from surprise charges during your trial.

After Your Trial Ends

When your 30-day trial ends, your paid subscription begins automatically:

Billing is anchored to the 1st of each month
Your first partial month is prorated based on when the trial ends
After that, your bundle's price is charged on the 1st of each month
If you go over with "Keep going" set, that month is billed at the bundle that fits your usage

You can cancel anytime during the trial without being charged.

Enterprise Plans

For enterprise or custom plans:

Go to the Plans & Billing page
Click Talk to sales in the Enterprise note under the bundles
Fill out the contact form with your requirements
Our sales team will reach out to discuss options

Enterprise plans are set up manually after agreement on terms.

Viewing Your Current Plan

Once subscribed, the Billing page shows:

Plan Details:

Plan name and status badge
Monthly price
Message usage bar (current / your bundle's limit)
The date your usage resets, or during a trial, the date the trial ends

Subscription Status:

Trial - You're on a free trial
Active - Subscription is current and paid
Past Due - Payment failed, retrying
Canceled - Subscription has ended. Until then, a canceled subscription shows a "Subscription ending" note with the end date

Usage:

Messages used this period
When you reach your limit setting ("Keep going" or "Stop and hide Nobi")
Usage warning emails toggle
Visual progress bar for messages

Changing Your Plan

Nobi is sold in monthly message bundles, from 500 to 100,000 messages a month. To change your bundle, go to Account → Plans & Billing, click Change bundle, and pick a new one. If you need more than 100,000 messages a month or custom features, contact our sales team about custom pricing.

Switching from a Legacy Plan

If you are on a legacy plan (Starter or Growth), you can switch to a message bundle:

How to switch:

Go to Account → Plans & Billing
Click Change bundle
Pick a bundle, then click Switch to the [size]-message bundle. A note warns that you can't switch back to your old plan later

What happens when you switch:

The switch takes effect immediately
Billing is prorated for the remainder of the current period
Credit from your old plan is applied to your next invoice
Your bundle's message limit applies right away

Enterprise Plans

Have more than 5,000 products, or need dedicated support? We'll set up a custom plan. Custom plans also cover more than 100,000 messages a month. Custom plans offer:

Custom usage limits
Custom pricing and billing terms
Dedicated account management
Higher catalog limits (products and knowledge base documents)

Contact [email protected], or on the Plans & Billing page, click Talk to sales in the Enterprise note under the bundles.

Managing Payment Methods

Accessing Payment Settings

Go to Account → Plans & Billing
Click Manage Payment
You'll be redirected to the Stripe billing portal

In the Stripe Portal

You can:

Update card - Add a new card or change your default payment method
View invoices - See all past invoices and download receipts
Update billing info - Change billing address or email

Adding a New Card

Click Manage Payment to open Stripe portal
Click Add payment method
Enter new card details
Set as default if desired
Save changes

Updating an Expired Card

If your card expires or is declined:

You'll receive an email notification
A warning banner appears in your dashboard
Click Manage Payment to update
Add a new card or update existing card details
Stripe will retry the failed payment

Important: Update your card promptly to avoid service interruption.

Handling Payment Failures

What Happens When Payment Fails

Automatic retry - Stripe automatically retries failed payments over several days
Email notification - You'll receive an email about the failure
Dashboard banner - A warning banner appears across your dashboard
Status change - Subscription status changes to "Past Due"

How to Fix a Failed Payment

Go to Account → Plans & Billing
Click Manage Payment
Update your payment method
Stripe will automatically retry the charge

If Payment Continues to Fail

If payment fails repeatedly:

Your subscription may be marked as "Unpaid"
Nobi will stop appearing on your website
Your dashboard and data remain accessible
Update payment to restore service

Any time Nobi stops appearing on your site for a billing reason (unpaid, canceled, no active plan, or a reached message limit with the "Stop and hide Nobi" setting), it fires a nobi-hidden-due-to-billing window event so your site's own code can adjust layout. See the Events Reference for details.

Canceling Your Subscription

How to Cancel

Go to Account → Plans & Billing
Scroll down and open the Danger Zone section
Click Cancel Subscription
Read the note. Your subscription stays active until the end of the billing period
Click Yes, Cancel

What Happens After Canceling

Immediately:

Your subscription is marked for cancellation
You can continue using Nobi until the end of your billing period

At period end:

Nobi stops appearing on your website
Your subscription status changes to "Canceled"
No further charges occur

What's preserved:

Your dashboard access
All your settings and configuration
Product catalog data
Knowledge base documents
Conversation history
Query Rules and Custom Actions

Cancellation Timing

You can cancel anytime, but:

Service continues until the end of your paid period
No refunds for unused time
No prorated refunds

Example: You cancel on March 15th. You've paid through March 31st, so Nobi continues working until March 31st. On April 1st, Nobi stops appearing on your site.

Resubscribing After Cancellation

How to Resubscribe

If you previously canceled:

Go to Account → Plans & Billing
Click Resubscribe. If your subscription has already ended, pick a bundle and click Subscribe instead
If you picked a bundle, complete checkout with Stripe
Your subscription begins immediately

What to Know About Resubscribing

No new trial: Resubscribing does not start a new free trial. Billing begins immediately.

Data preserved: All your settings, products, knowledge base, and configuration are exactly as you left them.

Immediate activation: Nobi starts appearing on your website again right away.

Billing: You're charged a prorated amount for the remainder of the month, then full price on the 1st.

Viewing Invoices and Billing History

Accessing Invoices

Go to Account → Plans & Billing
Click Manage Payment
In the Stripe portal, click Billing history or Invoices

Invoice Details

Each invoice shows:

Invoice date
Billing period
Plan charges
Extra charges for going over your bundle (if any)
Total amount
Payment status

Downloading Receipts

In the Stripe portal:

Find the invoice you need
Click to view details
Click Download invoice or Download receipt
Save the PDF for your records

Enterprise Plan Management

Enterprise customers have custom arrangements. Some differences:

What's Different for Enterprise

Plan changes: Contact your account manager or [email protected] to change plans

Cancellation: Contact your account manager to discuss contract terms

Billing: May be annual or custom schedule, managed outside Stripe

Usage limits: May be unlimited or custom caps

Enterprise Billing Page

If you're on an enterprise plan, your Billing page shows:

Your custom plan name and terms
Current usage (if applicable)

The Change bundle, Manage Payment and cancel buttons are hidden for enterprise accounts, since changes require coordination with your account manager.