Managing Your Subscription

 
 

Managing Your Subscription

Nobi offers a single standard plan at $25/month, which includes 2,500 searches and 250 conversational messages. This guide covers everything you need to manage your subscription: starting a free trial, viewing usage, updating payment methods, and canceling or resubscribing.

Accessing Billing Settings

  1. Log into your Nobi dashboard
  1. Click Settings in the sidebar
  1. Click Billing
The Billing page shows your current plan, usage, subscription status, and management options.

Starting a Subscription

During Your Trial

All accounts get 100 free preview messages to test Nobi directly in their dashboard. These are for testing only and do not appear on your live site. When you are ready to go live:
  1. Go to Account → Billing
  1. Click Start Free Trial
  1. Review the plan details
  1. Add your payment card via the Stripe checkout page (no charge is made yet)
  1. Your 30-day free trial begins immediately
During your trial:
  • You have full access to the Nobi plan limits (250 messages, 2,500 searches)
  • Nobi appears on your live site and serves real visitors
  • No charges until the trial ends. After the trial, billing starts at $25/month
If you reach your message or search limit during your 30-day free trial, Nobi will stop responding on your site. Your overage setting is preserved, but overage charges only apply after your trial converts to a paid subscription. This protects you from any surprise charges during your trial period.

After Your Trial Ends

When your 30-day trial ends, your paid subscription begins automatically:
  • Billing is anchored to the 1st of each month
  • Your first partial month is prorated based on when the trial ends
  • After that, $25 is charged on the 1st of each month
  • Overages beyond plan limits are billed at $0.01/search and $0.10/message
You can cancel anytime during the trial without being charged.

Enterprise Plans

For enterprise or custom plans:
  1. Go to Account → Billing
  1. Click Contact Us in the Enterprise section
  1. Fill out the contact form with your requirements
  1. Our sales team will reach out to discuss options
Enterprise plans are set up manually after agreement on terms.

Viewing Your Current Plan

Once subscribed, the Billing page shows:
Plan Details:
  • Plan name and status badge
  • Monthly price
  • Message usage bar (current / 250)
  • Search usage bar (current / 2,500)
  • Current billing period dates
Subscription Status:
  • Trialing - You're on a free trial
  • Active - Subscription is current and paid
  • Past Due - Payment failed, retrying
  • Canceled - Subscription will end at period close
Usage:
  • Messages and searches used this period
  • Overage behavior setting (whether to allow overages or stop at the limit)
  • Usage warning emails toggle
  • Visual progress bars for messages and searches

Changing Your Plan

Nobi now offers a single standard plan at $25/month. There are no plan tiers to choose between. If you need higher usage limits or custom features, contact our sales team about enterprise pricing.

Switching from a Legacy Plan

If you are on a legacy plan (Starter or Growth), you can switch to the new Nobi plan:
How to switch:
  1. Go to Account -> Billing
  1. Click Switch to New Standard Plan
  1. Confirm the switch
What happens when you switch:
  • The switch takes effect immediately
  • Billing is prorated for the remainder of the current period
  • Credit from your old plan is applied to your next invoice
  • New Nobi plan limits (250 messages, 2,500 searches) apply right away

Enterprise Plans

If you need higher usage limits or custom features beyond the standard Nobi plan, contact our sales team for enterprise pricing. Enterprise plans offer:
  • Custom usage limits
  • Custom pricing and billing terms
  • Dedicated account management
  • Higher catalog limits (products and knowledge base documents)
Contact sales@nobi.ai or click Contact Us in the Enterprise section of the Billing page.

Managing Payment Methods

Accessing Payment Settings

  1. Go to Account → Billing
  1. Click Manage Payment
  1. You'll be redirected to the Stripe billing portal

In the Stripe Portal

You can:
  • Update card - Add a new card or change your default payment method
  • View invoices - See all past invoices and download receipts
  • Update billing info - Change billing address or email

Adding a New Card

  1. Click Manage Payment to open Stripe portal
  1. Click Add payment method
  1. Enter new card details
  1. Set as default if desired
  1. Save changes

Updating an Expired Card

If your card expires or is declined:
  1. You'll receive an email notification
  1. A warning banner appears in your dashboard
  1. Click Manage Payment to update
  1. Add a new card or update existing card details
  1. Stripe will retry the failed payment
Important: Update your card promptly to avoid service interruption.

Handling Payment Failures

What Happens When Payment Fails

  1. Automatic retry - Stripe automatically retries failed payments over several days
  1. Email notification - You'll receive an email about the failure
  1. Dashboard banner - A warning banner appears across your dashboard
  1. Status change - Subscription status changes to "Past Due"

How to Fix a Failed Payment

  1. Go to Account → Billing
  1. Click Manage Payment
  1. Update your payment method
  1. Stripe will automatically retry the charge

If Payment Continues to Fail

If payment fails repeatedly:
  • Your subscription may be marked as "Unpaid"
  • Nobi will stop appearing on your website
  • Your dashboard and data remain accessible
  • Update payment to restore service
Any time Nobi stops appearing on your site for a billing reason (unpaid, canceled, no active plan, or a reached usage limit with the Stop overage setting), it fires a nobi-hidden-due-to-billing window event so your site's own code can adjust layout. See the Events Reference for details.

Canceling Your Subscription

How to Cancel

  1. Go to Account → Billing
  1. Scroll to find Cancel Subscription
  1. Click the cancel button
  1. Review what you'll lose access to
  1. Confirm cancellation

What Happens After Canceling

Immediately:
  • Your subscription is marked for cancellation
  • You can continue using Nobi until the end of your billing period
At period end:
  • Nobi stops appearing on your website
  • Your subscription status changes to "Canceled"
  • No further charges occur
What's preserved:
  • Your dashboard access
  • All your settings and configuration
  • Product catalog data
  • Knowledge base documents
  • Conversation history
  • Query Rules and Custom Actions

Cancellation Timing

You can cancel anytime, but:
  • Service continues until the end of your paid period
  • No refunds for unused time
  • No prorated refunds
Example: You cancel on March 15th. You've paid through March 31st, so Nobi continues working until March 31st. On April 1st, Nobi stops appearing on your site.

Resubscribing After Cancellation

How to Resubscribe

If you previously canceled:
  1. Go to Account → Billing
  1. Click Resubscribe or select a plan
  1. Complete checkout with Stripe
  1. Your subscription begins immediately

What to Know About Resubscribing

No new trial: Resubscribing does not start a new free trial. Billing begins immediately.
Data preserved: All your settings, products, knowledge base, and configuration are exactly as you left them.
Immediate activation: Nobi starts appearing on your website again right away.
Billing: You're charged a prorated amount for the remainder of the month, then full price on the 1st.

Viewing Invoices and Billing History

Accessing Invoices

  1. Go to Account → Billing
  1. Click Manage Payment
  1. In the Stripe portal, click Billing history or Invoices

Invoice Details

Each invoice shows:
  • Invoice date
  • Billing period
  • Plan charges
  • Overage charges (if any)
  • Total amount
  • Payment status

Downloading Receipts

In the Stripe portal:
  1. Find the invoice you need
  1. Click to view details
  1. Click Download invoice or Download receipt
  1. Save the PDF for your records

Enterprise Plan Management

Enterprise customers have custom arrangements. Some differences:

What's Different for Enterprise

Plan changes: Contact your account manager or sales@nobi.ai to change plans
Cancellation: Contact your account manager to discuss contract terms
Billing: May be annual or custom schedule, managed outside Stripe
Usage limits: May be unlimited or custom caps

Enterprise Billing Page

If you're on an enterprise plan, your Billing page shows:
  • Your custom plan name and terms
  • Current usage (if applicable)
  • Contact information for support
Plan change and cancellation buttons may be hidden for enterprise accounts since changes require coordination with your account manager.