Price and Plans Guide

This article covers common billing and payment questions.

In this article

Plans and Features

Basic 
Standard
Plus
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?

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. Each Help Scout plan has a minimum monthly User count of two. 

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 when the User was added. 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 would 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. Our annual payment plan includes the option to pay by PayPal, and we can send you an invoice when it's time to renew. More on that below and  here.

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 501(c)3 organizations and educational institutions, which can be combined with the annual payment discount. For the non-profit discount, send us an email showing your tax-exempt status (if you're US-based, we'll need to see proof of your 501(c)3 status) and we'll get you squared away.

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're still having trouble, or you get locked out of your account, send us a quick email and we'll get it sorted. If your payment is declined by your bank or credit card institution, you will need to contact them to find out why. 

Docs Knowledge Base

How much does Docs cost?

Docs is included on the Basic, Standard, and Plus plans, and is not tied to what you're paying for User accounts. You can add more sites for $20 per site, per month. 

Can I add more Docs sites?

  • The Basic and Standard plans include 1 site. You can add more sites for $20 per site, per month. There is no limit to the number of articles you can add. 
  • The Plus plan includes 5 sites. You can add more sites for $20 per site, per month. There is no limit to the number of 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?

Since Help Scout charges per User and Users may fluctuate, annual payments are assessed as an account credit. As the number of Users change over time, you're only billed for the Users you have. 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.

We like doing it this way, so we never 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.

How much do I save on an annual subscription?

By signing up for an annual subscription, you'll save 20% each month. Here's a breakdown of each plan: 

Basic plan: $12/User/month (typically $15/User/month)
Standard plan: $20/User/month (typically $25/User/month)
Plus plan: $32/User/month (typically $40/User/month)

Can I pay via PayPal?

Absolutely. You won't see a payment option for PayPal on the Your Plan page for annual payments, but if you send us an email with how many Users you need, we'll send you an invoice within one business day. We kindly ask that invoices be paid on receipt, as your account may become inactive after 30 days without payment.

Still stuck? How can we help? How can we help?