Billing and Plans Guide

This article covers common billing and payment questions. This is a general summary of our available plans. 

To view the specific details on your plan, Account Owners and any users that have been granted permissions to manage the account can go directly to the Your Plan page in-app. 

If you've not started an account yet, check our Pricing page for currently available plans and details, and sign up for a free trial while you're there!

Note: All amounts shown are in U.S. Dollars (USD).

In this article

Plans and Features

Reporting, automation & integrations for support teams Advanced reporting & features designed for larger teams

If your team is larger than 25 Users, we also offer the Company plan — personalized service and enterprise security are included along with some other premium perks. If you're interested in the Company plan, just give us a shout and we'll be in touch to discuss the details! 

*For more on Messages tiered pricing for over 2,000 unique viewers, see Messages Pricing.

Included in all plans

  • Outstanding 24x6 support
  • Unlimited email volume and storage
  • Help Scout mobile apps (iOS and Android)

Subscription Questions

What's a User? Am I paying for all of my customers who need help?

Help Scout pricing is per User. A User in Help Scout is anyone who needs a login to answer or manage conversations. Your customers don't have access to Help Scout, and you can provide support for as many customers as you'd like on each plan. 

Can I add new Users during the billing cycle?

You can add new Users to your account whenever you need to. If you add a new user between your billing dates, we charge a prorated amount at your next billing based on the number of days left in the billing cycle. For example, if you're on our Standard plan paying $25/month and add a user 15 days through a 30 day billing cycle, you will be charged $12 at your next billing for the remaining 15 days of use. 

The only exception are Users that are added and then deleted within 24 hours; those count as temporary Users and are not subject to proration.

Is the Account Owner a billable role?

Yes. One user account must be the Account Owner and all user accounts count for billing. The current Account Owner is able to transfer the ownership to any other user at any time — see Transfer Account Ownership for the steps to do that. 

What types of payment do you accept? Can I pay with PayPal?

We accept all major credit cards in-app for monthly and annual payments. 

Alternate payment options, including PayPal, are available if you are paying annually. See About Annual Payments for more detail on those options. 

How do I update my credit card information?

The Account Owner can update payment details from the Your Plan page. 

Account Owners can grant permissions to other users to manage billing details as well. See User Roles and Permissions for more information on how to do that. 

Do you offer non-profit or education discounts?

We offer a 10% discount to non-profit organizations and educational institutions, which can be combined with the annual payment discount. For the non-profit discount, send us an email with government documentation showing your organization is non-profit. For example, if you're US-based, we'll need to see proof of your 501(c)(3) status.

If you are in the US and have been granted sales tax exemption by your state, you'll also need to provide a copy of your state sales tax exemption documentation.

We offer a more significant discount on Help Scout (up to 100%) for organizations that focus on human rights, environmental sustainability, or underrepresentation in tech. Are these issues a part of your core mission? Check out Help Scout for Good to learn more and apply. 

I received a Failed Payment Error email. 

We were unable to charge the credit card you have on file. If your bank or credit card issuer declined the payment, you will need to contact them to find out why. 

Your Account Owner and any other users who have permission to update billing can head to Your Plan to update the billing information. Click on the blue Edit link next to your card details, double check that it's all correct, and we'll give it another go. 

If you've been locked out of your account or are still having trouble, send us a quick email and we'll work with you to get it sorted. 

Can I get a refund?

If for any reason, you are unhappy with your Help Scout purchase, we do offer a 30-day money back guarantee. If you decide not to use Help Scout in your business within 30 days from your first payment, you may request a full refund. This applies to both annual and monthly subscriptions.

Docs Knowledge Base

How much does Docs cost?

All plans include at least one Docs site. Account Owners and Administrators can see the number of included Docs sites at Your Plan in-app. There is no limit to the number of collections, categories, or articles you can add to any single Docs site. 

Can I add more Docs sites?

Add more sites for $20 per site, per month on any plan. Just head to Manage > Docs and click New Site to add as many as you need! Delete any extra Docs sites if you no longer need them to halt billing for them. 

Can I just pay for Docs and not use the help desk or Beacon?

Absolutely - just sign up on the Standard plan.

Annual Subscriptions

Check out About Annual Payments for all you need to know!

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