Supportify
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Billing & Usage

Everything you need to know about pricing, your free tier, monthly caps, and how to keep track of costs.

Step 1: How Pricing Works

Supportify uses pay-per-session pricing. A "session" is one customer conversation, and it is charged once, when the AI first answers in it. A conversation the AI never answers is not charged.

You pay a small fixed price per chat session (shown on your Billing page in the app and on our pricing page), plus a 1.5x markup on return labels. Support tickets are free — when a conversation escalates to a ticket, you are never charged extra for it. The price does not depend on how the conversation ends or how the customer rates it.

Billing is optional — you can use Supportify with just the free tier without setting up billing. Setting up a billing cap is only needed if you want more sessions than your free allotment.

Step 2: Your Free Tier

Every store gets 50 free chat sessions — customer conversations at no cost. Your Billing page shows exactly how many you have left.

  • One-time allotment — the 50 free sessions are a one-time allowance to get you started, not a monthly renewal. Once they're used, additional sessions are billed per session.
  • No credit card required — you can use your free sessions without setting up billing.
  • Full features — free sessions get the same AI capabilities as paid ones.

You can see how many free sessions you've used on the Billing page in the Supportify app (under Settings).

Step 3: Setting Up a Billing Cap

If you need more than your free sessions, you can optionally set up a monthly billing cap. This is the maximum amount you're willing to spend in a given month. You'll never be charged more than this.

To set it up:

  1. Go to Settings → Billing in the Supportify app.
  2. Click "Adjust Monthly Cap".
  3. Choose your desired cap amount (the page shows how many sessions it covers at your per-session rate).
  4. Click Confirm. Shopify will ask you to approve the subscription.
  5. Approve it in Shopify, and billing is active.

If you don't set up a billing cap, you can still use the app with your free sessions.

Step 4: What Happens When You Approach Your Cap

Supportify watches your usage and alerts you before you hit your limit:

At 90% of your cap — Warning

You'll see a yellow warning banner on the Billing page letting you know you're close to your limit. This is a heads-up to either increase your cap or be prepared for reduced service.

When your cap is reached — Fallback Mode

Once what is left of your cap is less than the price of one more session, your chatbot enters fallback mode:

  • The AI switches to a lighter, faster model (so responses are still instant).
  • Customers can only create support tickets — advanced features like order lookup and returns are paused.
  • Fallback sessions are free — you're not charged for them.

To get back to full service, increase your monthly cap. It takes effect immediately.

Step 5: Monitoring Your Usage

The Billing page gives you a full breakdown of your costs:

  • Current status — Is your subscription active? How close are you to your cap?
  • Usage breakdown — See costs split by chat sessions, support tickets, and shipping labels.
  • Progress bar — A visual indicator showing how much of your cap you've used.
  • Free tier tracker — Shows how many of your free sessions are remaining.

You can also view your billing history for a detailed log of every charge — date, type, amount, and status. This can be exported as a CSV file.

Step 6: Adjusting Your Cap

You can change your billing cap at any time:

  1. Go to Settings → Billing.
  2. Click "Adjust Monthly Cap".
  3. Choose a new amount.
  4. Approve the change in Shopify.