Billing, plans and AI credits

• Billing is available to owner, admin and member. Salesperson, agent, viewer and traffic manager don't see these screens — by design: the people handling conversations don't spend money.
• Accounts managed by a partner or agency see a notice in place of the buttons: top-ups are handled by the account manager.

The trial runs for 14 days and asks for no card. When it ends your account isn't blocked: it moves to the free plan. Nothing is deleted — conversations, leads, stages, reports and settings stay exactly where they were.

The free plan delivers product, not AI. What it includes:

• 1 user.
• 1 pipeline (board).
• 200 contacts.
• No automations.
• Zero AI credits — neither monthly nor as a welcome balance.

Anything above the limits doesn't disappear. Contacts past 200 stay saved and become locked: they show a "Locked" badge, their data is masked, and the detail view won't open. On upgrade the limit goes up and everything unlocks by itself, with no migration and no support ticket. The same holds for boards and users: you don't lose what you built, you lose access to it until you're back on a plan that fits.

1. Open Plans & Modules in the menu.
2. At the top, the plan badge shows the name and the state: Active, Trial, Pending or Canceled.
3. Just below come the usage bars — Users, WhatsApp numbers, Meta channels and Contacts — with what you've used against your plan's limit. This is where you find out why an invitation or a new number was refused.
4. Further down, the modules. Each item has a ✓ (enabled) or a padlock (locked), and the padlock shows which plan includes it.
5. On a locked module, the "Unlock module" button registers your interest and the team gets in touch. If you're on trial or with a payment pending, "Subscribe now" also appears.

All in Settings → Account, in the "Current plan" block:

1. Fill in your tax ID for billing (CPF or CNPJ in Brazil), numbers only. Without it no payment can be generated.
2. Look through the listed plans. Each one shows what it includes and how many AI credits it brings per month.
3. "Subscribe" or "Upgrade to": the upgrade applies immediately, with an amount prorated to what's left of the cycle. You're taken to checkout to complete it.
4. "Schedule downgrade to": a downgrade is not immediate, it applies from the next renewal, so you don't lose what you've already paid for. Until it kicks in, you'll see the scheduled downgrade notice with a "Cancel downgrade" button.
5. Plans marked "On request" have no automatic checkout — the button talks to the team.

On paid plans, credits are spent only when the AI actually works:

• CRM Autopilot — the AI reads the conversation and moves the lead between stages on its own.
• Chatbot and automatic qualification — the AI replies and qualifies the lead before handing it to a rep.
• Automatic analysis on a report — costs 10 credits per report generated with that option ticked.
• AI Sales Coach — conversation analysis and a score per rep (a separate service, heavier because it reads much more text).

Two details that prevent surprises: WhatsApp broadcast credits are separate from AI credits (a broadcast campaign doesn't touch the AI balance, and vice versa), and the AI model you choose changes consumption — stronger models catch more nuance and spend more per action.

The balance is visible at the top of the panel, on the coins icon, for owner and admin. When it drops, an amber banner appears; when it reaches the point where the AI stops replying, the banner turns red.

1. Open Settings → Account and scroll to "Buy one-off credits".
2. You'll see several pack sizes — the bigger the pack, the cheaper each credit. The per-credit price is written on every option.
3. Click "Buy" on the pack you want.
4. You're taken to the checkout available for your region. As soon as payment is confirmed, the balance lands in the account.

So the AI doesn't die in the middle of the night, turn on auto recharge, still in Settings → Account:

1. Go to "Auto recharge" and tick "Enable auto recharge".
2. Under "Recharge when balance falls below", set the threshold (the default is 200 credits).
3. Under "Pack to recharge", choose which pack gets bought when the trigger fires.
4. If you don't have a card saved yet, click "Add card" and fill in the card and cardholder details. The number goes straight to the payment processor — HexTrack doesn't store card data.
5. Click "Save auto recharge".

1. Still in Settings → Account, the "Invoice history" block lists everything: subscription, credit packs and adjustments.
2. Each row carries date, description, amount and state: Paid, Pending or Overdue.
3. On paid charges, the "Receipt" button opens the proof of payment. On open charges, "Pay" takes you straight to the invoice.
4. The details that appear on the invoice come from the "Account details" block (legal name, tax ID, address, billing email) — keep that filled in before your first charge.

• "+ Add account" creates another separate account (another client, another company), charged separately and prorated on the spot.
• "Cancel this account" ends the subscription for that specific account, with no ticket to raise: access continues until the end of the period already paid for.
• "Request account deletion" is a request for permanent erasure of the data. It's irreversible, and asks you to confirm with the account name and a reason. Only use it when you're certain.