Manage your subscription, payment method, and invoices from Settings → Plans. Billing runs on Stripe, so invoices and card details open in Stripe's secure billing portal.
On a paid plan, open Settings → Plans and click Invoices. This opens your Stripe billing portal in a new tab, where you can view and download every invoice. The button appears once your workspace is on a paid plan.
In Settings → Plans, click Payment methods to open the Stripe billing portal and add or change the card on file.
Toggle between Yearly and Monthly at the top of the plans list. Yearly is the default and lists a per-user monthly rate billed once a year.
Upgrade: click Upgrade plan (or Start 7-day trial when a trial is available) and complete checkout.
Downgrade: click Downgrade plan on the lower tier.
Plans are billed per user. The plans page shows your current seat count under Users and the per-user price.
Click Cancel subscription to cancel. Your plan stays active until the end of the current billing period, so you keep access until then. To undo a cancellation before the period ends, click Resume subscription.
The AI usage section in Settings → AI Agent shows how many AI resolutions you have used this month. Below the usage bar, a Resets on [date] label shows the exact date when your monthly resolution counter resets. This date matches the end of your current billing period.
Where are my invoices? The Invoices button on the plans page; they live in the Stripe portal, not in Productlane directly.
I was charged the wrong amount or want a refund. Email [email protected] with your workspace name and the invoice, and the team will sort it out.
Does cancelling delete my data? No. Cancelling stops billing at the period end and keeps your data. To delete your account and data, see Security, privacy, and compliance.
Is pricing per user? Yes. Plans are billed per user, based on your team members in the workspace. The plans page shows your seat count and the per-user price.
Do customers or portal users count as seats? No. Only your internal team members are billed. The customers who submit requests, sign in to the portal, or chat in the widget are never charged.
Does a Viewer seat cost anything? No. Members with the Viewer role are free. A Viewer can see conversations but cannot reply, so set a teammate to Viewer when they only need read access. Manage roles in Settings → Members.
What counts as an AI resolution? One resolved conversation is one resolution. When the agent answers a customer and that answer settles the question, for example because the information was in your help center, it counts as a single resolution no matter how many messages it took. Each plan includes a set number of resolutions per month.
When does my AI resolution count reset? The count resets at the end of your current billing period. You can see the exact reset date below the usage bar in Settings → AI Agent.
Can I transfer my subscription to a new workspace? Yes. Subscriptions can be transferred from one workspace account to another by the Productlane team. Email [email protected] with the email address tied to your previous account and the name of the new workspace you want to move it to. The team will look up your subscription, move it to the new workspace, and confirm the next billing date so there is no interruption to your plan.
