Everything about your plan lives in the Billing section of the panel (visible to the Administrator role): your usage for the month, the subscription status, the invoices and the purchase of extra conversations.
What counts as "a conversation"
Your plan includes a number of conversations per month (for example, 1000). The rule is simple and works in your favor:
- 1 conversation = 1 contact handled by the assistant in the calendar month, no matter how many messages are exchanged. If a guest writes to you 40 times in the month, it consumes one single conversation.
- The counter resets to zero on the 1st of each month (in your time zone).
- Automatic follow-ups don't add extra usage: they're part of the conversation already counted.
Your usage, live
In Billing you see:
- Monthly usage — how many conversations you've used out of your total (with a progress bar).
- Status — Active (everything working), Payment pending, Out of credits or Inactive.
- Conversation history — your included monthly plan and, if you bought packs, the extra conversations and how many are left. Each pack has its status: In use (being consumed), Active (on standby, not yet used), Depleted or Consumed.
💡 Automatic notices: if your account has a strict limit, we notify you when you reach 80%, 95% and 100% of usage — by email, by in-platform notification and by WhatsApp — with the direct link to top up.
Running short? Buy extra conversations
With Buy Conversations you add a pack to your account (the button takes you to the Extras section, where the purchase is made). Packs are paid online, have no expiration and are stackable, and are consumed only when you run out of your plan's monthly allowance — what you don't use carries over to the next month. When buying it you can set up automatic repurchase: when the balance drops below the threshold you choose (10%, 5% or 1%), it buys again on its own, so the assistant never stops for lack of conversations.
Your plan and the invoices
- In Manage Subscription you see your plan's frequency (Monthly, Semiannual or Annual), the amount and the next renewal, with the Upgrade plan option if you want to move up.
- In Invoices is each payment with its date, reference, type (subscription or pack), payment method, status (Paid, Pending, Failed, Refunded) and amount — with the View button to download the receipt and Pay if there's something pending.
- With the Billing Portal (Stripe) you manage your saved payment methods.
If a charge fails
The service isn't cut off immediately — there's a grace period with clear notices:
- As soon as the charge fails, you receive a notice email and a yellow notice appears at the top of the panel: "Problem with your payment method" with the Pay now button (which takes you to Invoices to resolve it) if you pay by card, or "Subscription payment pending" with the finance contact if you pay by transfer.
- If the due date has already passed, a red Payment Pending notice is added with the estimated suspension date — approximately 10 days after the due date.
- About 3 days before the suspension you get a reminder by email with the dates and access to the billing panel (if you pay before, that email isn't even sent).
- If the account is suspended, the assistant stops responding and the panel shows the suspended account page. Once the payment is recorded, everything reactivates automatically — the subscription goes back to Active and the assistant unblocks on its own.
Renewal, pause and cancellation
- Renewal: before the due date you get a reminder by email with the instructions (according to your payment method). If you pay by transfer, the email includes the link to complete it.
- Can the subscription be paused? There's no "pause" as such — what you do is coordinate with your advisor: your account is kept with everything configured (knowledge, history, contacts) to resume it later. Canceling also doesn't erase your data.
- Cancellation: it's requested from Billing with the Cancellation request form. The cancellation is processed on your next due date: you keep access until the end of the period already paid, and the WeSpeak team will contact you to accompany the closing (or find an alternative).
- Guarantee: within the first 30 days of the subscription you can request the Guarantee Refund from the same section.
Frequently asked questions
How do I save conversations?
Remember that individual messages don't count: only the distinct contacts of the month. Usage goes down by filtering the origin of your chats (for example, avoiding campaigns to cold lists) — not by cutting off already open conversations, which are already counted.
A notice to renew appears, does the service get cut off?
Not immediately: the notice arrives before the due date and you have a grace period. Sort it out from Pay now or reply to the renewal email.
Where do I request an invoice with my tax details?
The receipts for each payment are in Invoices. For invoicing with your company's specific details, write to finanzas@wespeak.pro.
I paid and it still shows me as suspended.
Write to finanzas@wespeak.pro with the receipt — it's reviewed and reactivated promptly.
If I cancel, do I lose my WhatsApp number?
No: your number is yours (it's in your Meta Business). When the account is closed it's disconnected from WeSpeak and you can keep using it wherever you want.