Frequently asked questions

Who is a contact?

Contact is a user with an email address, user_id, phone number or a visitor who contacted you via chat.

How do I pay?

You need to add your credit card. We accept only Visa and MasterCard. It will be charged automatically when the next billing period starts.

Will my pricing change over time?

As our pricing is dependent on the contact database size, the price will decrease/increase along with the number of contacts in your application. The price can’t go lower than the first payment quota.

How does the long-term plan work?

When choosing the long term plan, you specify the number of contacts you want to be billed for and make a single payment. Then each month we check if you haven’t exceeded your contact limit, and if you have, we simply bill the surplus.

When will I be charged?

The date of first purchase is you first billing date. Next payment takes place after a full billing period.

Can I get a refund?

We do not offer any refunds. More about our refund policy: https://docs.user.com/refund-policy/

How do I cancel the subscription?

To cancel your subscription you need to remove your credit card details and resign from all plans in Payment section. Your application will be active till subscription finish date. The day you want to stop using the platform you need to delete your application.

What is inside the assistance package?

As a part of the Premium Assistance, we'll implement User.com on your website, define business goals you want to achieve and build for you the most effective automations. Click here for more details: https://user.com/en/assistance/

How many emails can I send for free as part of the chosen plan?

Email marketing plan includes monthly email quota. Number of emails available is 4 times more than number of contacts you paid for. Emails sent via custom SMTP are not counted for that quota.

How many agents can be added to my application?

You can invite an unlimited number of agents to your application. It won’t affect the price.

Do you have any referral program?

Sure thing. Please check our Partners section https://user.com/en/partners/ or contact our specialist via chat.

Can you help me with the setup?

Each new client receives 1 free Onboarding call from our support team. You can ask for help on our chat as well. If you need some extra support, check our Premium Assistance: https://user.com/en/assistance/