See Plans & Pricing for what each plan includes.
Starting a subscription
If your account doesn’t have an active plan yet, the Plan tab shows the plan picker: Business, Agency, and Pro side by side, with what’s included in each. Switch between Monthly and Yearly at the top. Yearly gives you two months free.- Click Get Started on the plan you want.
- Nedzo opens Stripe’s embedded checkout right in the page — enter your card and confirm.
- When it’s done, you’re back on the Plan tab and your plan is active right away.
Buying phone numbers on a trial
Buying an additional phone number requires a paid plan. If you’re on a trial and open the Buy Number flow, you’ll be prompted to upgrade first rather than shown search results. Your free signup number keeps working throughout the trial — this only applies to buying extra numbers. Once you’re on a paid plan, purchasing is available immediately. See phone number rental for what it costs.Changing plans
Once you have an active subscription, the Plan tab shows your current plan with Change plan and Cancel actions. You can move between Business, Agency, and Pro yourself. VIP changes go through your Nedzo contact. Change plan opens the full pricing table with all four plans in one row. If the row is wider than your screen, scroll it sideways. Your current plan is marked and can’t be picked. Prices follow your current billing period, monthly or yearly, since a plan change keeps it. There is no Monthly / Yearly switch here. Pick a plan to see a summary of the change before you confirm it:
Below that, What you get lists what the new plan includes. On a yearly plan, an upgrade warns you that a new year is charged now.
Upgrading (for example Business to Agency) applies immediately:
- Your billing date moves to today, and you’re charged for a new period now.
- The unused time on your current plan is not credited back.
- If you’re still within a trial, there’s no charge. Your trial allowance stays as it is until the trial ends, and you’re billed the new plan when it does.
- No charge now, and you keep your current plan and allowance until then.
- Your plan switches automatically at the next billing date.
Add-ons
Add-ons sit on the Plan tab, under your plan card. There is no separate Add-ons tab. See Add-ons for what each one costs.Extra seats
The Team seats card on the Plan tab shows how many seats you use, for example 4 of 5 included, and how many extra seats you bought. Owners and admins buy and change extra seats there. The card has no button on VIP, which has unlimited seats.- Click Add seats. Once you have extra seats, the button reads Change seats.
- Set the number of extra seats with - and +. The popup shows the price, $29/seat/mo.
- Read the note under the price. It says what you are charged.
- Click Confirm.
Removing seats takes effect at the start of your next billing period. You keep all the seats you paid for until then, with no refund for the current period. The card shows the drop that is coming. Set the number to 0 to end your extra seats.
You can make one seat change at a time.
Canceling and reactivating
Cancel ends your subscription at the end of the current billing period. You keep access until then, with no further charges after. While your plan is set to cancel, the Plan tab shows Cancels on and the date, and one button: Don’t cancel. Click it any time before the end date to take the cancellation back and stay on your current plan. It works for a cancellation at the end of the period and for one set to a fixed date. Once a subscription actually ends (not just scheduled to cancel), Ned features are no longer available for the workspace.What happens to your data after you cancel
Nedzo keeps a cancelled account’s data for 30 days after the subscription ends. Reactivate within those 30 days and everything is still there: contacts, conversations, agents, workflows, numbers, and integrations. After 30 days, Nedzo deletes the account’s data for good. This covers every workspace in the account:- Conversations, messages, call recordings, and transcripts
- Contacts, with their tags, custom field values, notes, and contact memory
- Agents, workflows and workflow runs, and knowledge base files
- Connected integrations, email addresses, WhatsApp senders, and API keys
- Phone numbers, which are released
Payment failures
If a scheduled charge fails (expired card, insufficient funds), Nedzo doesn’t cut you off immediately:- First failure — Stripe retries automatically over the following days. Ned keeps working, and the account owner gets an email each time a retry fails.
- After the retry schedule is exhausted (about 14 days) — the subscription is marked unpaid and Ned features are frozen for the workspace until payment succeeds.
- Update your card and pay the open invoice (from the Payment methods tab, or your Stripe payment email). Ned access comes back as soon as the payment goes through.
Paid add-ons pause right away
Your plan follows the retry schedule above. Paid add-ons do not. White-label, CPS capacity, extra seats, and HIPAA compliance all switch off as soon as the first renewal charge fails, not after the 14-day retry window. See Add-ons for the full list and what each one costs.
If white-label is paused, your branding stops applying and the app falls back to Nedzo’s. CPS capacity drops back to your plan’s normal limit.
HIPAA compliance switches off too. The controls turn off during dunning, so recordings, transcripts, and logs are stored again until the payment goes through.
Extra seats drop to 0. Members you already have keep their access and nobody gets removed. You just cannot activate a new member until the charge succeeds.
Everything comes back on its own the moment the payment goes through. You keep the same add-on, at the same quantity, and there is nothing to re-purchase. Pay the open invoice from the Payment methods tab and the add-on turns back on.
Wallet
The Wallet tab in Settings > Subscription > Billing holds your prepaid balance. Calls, messages, and phone numbers draw down from it. On plans that bill usage on the invoice instead, the tab says the balance is not used for billing yet. Only account owners and admins can add funds or change auto top-up. Other roles see the balance read-only.Add funds
- Click Add funds. It’s the main button on the balance card.
- Enter an Amount to add. It starts at 10 and the maximum is $1,000.
- Click Add $X.
One payment at a time
Each top-up is one attempt, and Nedzo never charges the same attempt twice. This holds if you switch tabs, reload the page, or open Billing in a second tab while a payment is running.- While a payment runs, every Billing tab shows “A payment of $X is in progress. This page updates when it finishes.” Add funds stays off until it is confirmed.
- Starting a second payment in another tab is blocked with “A payment is already running in another tab. Wait for it to finish.”
- If Nedzo can’t tell whether a payment went through, for example after a lost connection, you see “Your payment of $X may have gone through. Check it before you pay again.” Click Check payment. It checks the same attempt again. If it was paid, you see the success message and are not charged a second time.
- If your bank declines, you see the bank’s reason and Add funds is available again right away.
Auto top-up
Turn on Auto top-up to add funds when your balance runs low. It sits inside the balance card, under your balance.
Changes save as you make them. There is no Save button.
Wallet activity
Wallet activity lists every change to your balance, newest first. Each row shows:- What it was: the description, or a type such as Top-up, Auto top-up, Usage, Refund, or Adjustment
- When it happened
- The amount, with credits in green (for example
+$25) and charges as-$1.20 - Your balance right after it
Payment methods
The Payment methods tab shows the card on file and your billing details (company name, billing address). Invoices use these details. To add or replace a card:- Click Manage payment methods. Only owners and admins see this button.
- Stripe’s secure page opens. Add your new card and make it the default.
- Stripe sends you back to Nedzo. Nedzo saves the new default card to your account and moves your live subscriptions onto it.
Invoices
The Invoices tab lists every past invoice, downloadable, with amount and status. Rented phone numbers appear as one line per number, so a four-number invoice has four separate lines.Emails when included usage runs out
The account owner and admins get an email when the account uses 50% and 80% of its included call minutes or messages, and again when they are all used. The “used up” email says what happens next, based on your wallet:
The button opens your usage and wallet. If your plan is cancelled or not active, it opens the plan picker so you can reactivate. Your included minutes and messages come back when your billing period renews.
When a single workspace stops because of its own limits or an empty wallet, you get a separate stop email for it. See Workspace limits.