Plans and billing

This page explains, in general terms, how plans and billing work. To see prices and subscribe, go to Settings → Subscription in Infynia.

How billing works

Infynia’s billing has two parts:

Subscription - a monthly plan that unlocks the platform’s features.
WhatsApp message usage - some automated messages sent through Infynia are charged based on usage.

Subscription and WhatsApp usage are billed monthly. Optional add-ons, such as extra inboxes and Lead capture forms, go on the same monthly invoice. If you have subscribed to the email add-on, additional blocks used are billed automatically on your next subscription invoice.

What changes between plans

For e-commerce stores, the plans are Basic and Growth. Different plans unlock different features. In general, the more complete the plan, the more you can do:

More steps in your follow-up sequences.
Advanced customization of the AI agent.
Additional messaging features, such as order confirmations.
Bulk sends with campaigns and broadcasts on the Growth plan.
Order and post-purchase automations.
Agent improvements based on your conversations.
A shared store library for your team on the Growth plan.

Sales Intelligence is available on the Basic and Growth plans.

There’s also a plan built for CRM mode, for teams who work with a sales pipeline instead of cart recovery.

Inboxes

Each connected WhatsApp number and each connected Instagram account takes up an inbox. Every plan already includes a number of inboxes.

When you try to connect more numbers or accounts than your plan includes, Infynia tells you and shows the way forward:

On the Basic plan, upgrade to Growth to get more inboxes.
On paid Growth and CRM plans, when the add-on is available for your store, you can click Add extra inbox without changing plans. The price shows before you confirm, and the prorated amount is charged right away to your payment method.
There’s a limit on inboxes per store. If you need more, talk to the Infynia team about a custom plan.

To remove an extra inbox, use Remove on the Subscription tab.

Lead capture forms (add-on)

Lead capture forms are a paid add-on to the Growth plan for e-commerce stores: forms you place on your store to capture the name and WhatsApp number of people who showed interest. Forms and leads are unlimited; messages sent to leads are billed under your plan’s normal usage. See how to create and install the forms in Lead forms.

How to buy: in Settings → Subscription, on the Lead capture forms card, click Add to Growth. Before you confirm, you see the total due now and the monthly amount, which goes on the same Growth invoice.
Who can buy: the subscription owner. It requires a paid Growth plan - it isn’t included in the free plan.
Cancel: use Cancel module. Access continues until the end of the paid period; after that, form capture and form messages are paused. Your leads stay available to view and export.
Leaving Growth: cancel the forms module and wait for the paid period to end before changing plans - or use Cancel Growth subscription to end the whole subscription, including the module and other add-ons.

Email (optional add-on)

If you have subscribed to the email add-on, it includes an allowance per monthly subscription cycle, shared by email recovery and campaigns. A send counts when the sending service accepts it, even if it is not delivered later. Attempts rejected before acceptance do not use the allowance. This count is separate from WhatsApp billing. Email campaigns are available on the Growth plan for stores subscribed to the add-on.

When available capacity runs out, Infynia automatically adds a block to keep sending. You do not need to purchase the block or pay upfront. Additional blocks are billed on your next subscription invoice. If a block becomes entirely unused after failures before acceptance, it is canceled and not billed.

The included allowance and additional blocks apply only to the cycle in which they were added. They do not roll over. In email settings, you can follow usage, added blocks and the estimated additional amount on your next invoice. The estimate may change while sends are still processing.

To add new blocks, your paid subscription must allow new charges and have a saved payment method. Payment issues may prevent new blocks or stop sending. Check the subscription area for prices, the included allowance and add-on terms.

WhatsApp message usage

Usage billing happens when Infynia itself sends a message for you (such as a cart recovery or an order notification) or when the AI agent replies to a customer automatically. It appears on your invoice as up to three line items, depending on your plan:

Support - when the AI agent replies to a customer in a conversation the customer started.
Recovery - when a cart recovery template is accepted and sent through WhatsApp. If the send is rejected, you’re not charged.
Broadcast - notifications and campaigns sent (for example, an order paid, shipped, or delivered notice, and campaign broadcasts).

In CRM mode, creating a new deal in the pipeline would appear as a Deal line, but this charge isn’t active today.

You are not charged for usage when:

you simply receive a message from a customer; or
you (or an agent) reply manually - whether from the Infynia Inbox or your own WhatsApp app.

Active customer (30-day window)

Support and Recovery are charged per active customer, not per message. An active customer is a real person Infynia interacts with within a 30-day period.

No matter how many messages you exchange in that period, that customer is counted only once per charge type - Support and Recovery can be charged separately for the same customer, but each only once every 30 days.

This window is rolling: it counts from your first interaction with that customer and does not reset at the start of the month.

Bulk sends

Unlike Support and Recovery, the Broadcast line - bulk campaigns and broadcasts - is counted per message sent, not per active customer: every send counts, without the per-customer dedup.

WhatsApp costs (Meta)

What Infynia charges above is only for our software. Meta charges for WhatsApp usage separately, directly on your WhatsApp Business account - it isn’t something Infynia charges or passes through:

Sending a template (used for recovery messages, notifications, and broadcasts) is priced per message and varies by country and template category.
Since October 1, 2026, Meta also charges for the replies exchanged during conversations with your customers, including the AI’s automatic replies.

For current rates, see Meta’s pricing page for the WhatsApp Business Platform.

Track costs and invoices

Besides your plan, the Subscription tab shows:

Costs and conversions this cycle - a real-time estimate of the plan plus the current cycle’s usage, the Cost per day, the estimated Meta cost (charged outside your Infynia invoice), Attributed conversions, return, and cost per conversion. Click How is each item calculated? to see the rule behind each line and Download CSV to export daily costs. The final invoice may vary.
Recent invoices - amount, status, and a Download invoice button. For an older invoice, contact support.
Manage Subscription - to update your payment method, see invoices, and manage your subscription settings.

Free trial

The free plan requires no card and has no time limit. While it lasts, your account gets the features of the plan for your store type: Growth-level access with an e-commerce store connected, CRM-level access without an online store.

The free allowance counts unique customers: messaging the same customer multiple times counts once. Check your allowance in the subscription area. Once you reach the limit, subscribe to a plan to keep going.

Paid add-ons are purchased separately and are not included in the free trial.

Past-due payments

When a charge fails, you get an email about it, with the date the subscription will be canceled if the payment isn’t settled. A notice also shows at the top of every Infynia screen, and a badge in the side menu shows the status (for example, Automations active until the next attempt). Use Settle payment to update your payment method.

After the first failed charge, all automations remain active. If another collection attempt also fails, only the initial cart, card, and PIX recovery messages continue. AI replies, follow-ups, campaigns, order and post-purchase notifications, and lead form messages are paused.

Your settings remain saved, and the Inbox stays available for manual replies. Once payment is completed, your automations become available again. Paused campaigns must be resumed manually, and messages stopped during the pause are not resent automatically.

If all collection attempts fail, the subscription is canceled and all store automations, including recovery, stop.

When the subscription stops

If the subscription is canceled, expires (because the first payment wasn’t confirmed), or is suspended for non-payment, the notice at the top of the screens shows since when, and the side menu shows Nothing is being sent. No automation sends messages until the subscription is back.

Even so, your account isn’t locked:

You can still open the Inbox, Customers, the Dashboard, and your reports.
You can still stop things - for example, disconnect an integration, mute the AI, cancel a running campaign, record that a customer doesn’t want messages anymore, or remove someone from the team.
Actions that would send messages or turn automations on take you to the Subscription tab.

The same applies when the free plan reaches its contact limit.

To start sending again, click Re-subscribe on the notice and choose a plan on the Subscription tab. If there’s an open invoice, pay it first in Manage Subscription.

Change or cancel your plan

You can change plans at any time on the Subscription tab, under Change plan. Before you confirm, Infynia tells you the charge will be prorated: the prorated amount is charged or credited right away to your payment method.

When you downgrade, features exclusive to the previous plan stop working - for example, extra follow-ups stop being sent. If you have Lead capture forms, cancel the module before leaving Growth (see above).