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 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

For a shared inbox or your support team's first help desk Reporting, automation & integrations for support teams Advanced reporting & features designed for large teams

Included in all plans

  • Outstanding 24x6 support
  • Unlimited email volume and storage
  • Help Scout mobile (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, so you can provide support for as many folks 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 person must be the account owner in order to manage subscription and billing settings. If you need to change the owner, the current account owner can do so in their account (check out this article for more details).

What types of payment do you accept?

We accept all major credit cards in-app for monthly and annual payments. Alternate payment options are available if you are paying annually. See 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.

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 showing your state sales tax-exempt status (if you're US-based, we'll also need to see proof of your 501(c)(3) status) and we'll get you squared away.

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. Does your organization make these issues a part of your core mission? Check out Help Scout for Good to learn more and apply. 

I received a Payment processing error email. 

For whatever reason, we were unable to charge the credit card you have on file. Click on the blue edit link under 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. If your bank or credit card issuer declined the payment, you will need to contact them to find out why. 

Docs Knowledge Base

How much does Docs cost?

All plans include at least one Docs sites. Account Owners and Administrators can see the number of included Docs sites at Your Plan in-app. 

Can I add more Docs sites?

You can add more sites for $20 per site per month on any plan. There is no limit to the number of collections, categories, or articles you can add. 

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

Absolutely - just sign up on the Basic plan.

Annual Subscriptions

How do annual payments work?

When you make an annual pre-payment, you pay the discounted amount and we credit your account with the full price of service. As the number of Users change over time, you're only billed for the Users you have each month. We will deduct that monthly cost from your remaining credit. If you make an annual payment for 10 Users and move down to 7, your credit will last longer than a year. Likewise, if you purchase 10 Users and add more over time, the credit may run out in less than a year.

This way you we don't have to ask you to make additional payments along the way as your business changes. We'll send you a renewal reminder 30 days before your annual prepaid credit runs out.

Can I pay via PayPal?

We are able to accept PayPal (along with other payment methods) for invoiced annual payments. This option does not show in-app, but send us an email with how many Users you need, and we'll send you an invoice. 

For more information, check out Annual Payments.

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