Going over your plan
A busy month shouldn’t stop your customs. Once your plan’s leads for the period are used, the next ones come from lead packs: leads you buy once, on top of your plan, and use within 90 days — by hand, or with auto-refill topping you up when you run low. See lead packs and auto-refill.
A new subscription, including one you start again after cancelling, has no charge per extra video, unless a custom contract says otherwise.
When there’s nothing left
Section titled “When there’s nothing left”With no plan leads and no pack leads left, new videos wait. People still reach your custom, still answer, and still land in Leads — they just don’t get their result yet. The banner across the top of the app says so:
You’re out of leads. New videos wait until you add more.
If auto-refill is on, the banner tells you instead that a pack is on its way, or why it isn’t.
Nothing is lost. Buy a pack, move up a plan, or wait for your plan to renew, and those waiting leads get their videos automatically within a few minutes — see why a lead got no video.
If your subscription still has Allow overage
Section titled “If your subscription still has Allow overage”Subscriptions that started before lead packs keep the Allow overage switch on Workspace settings → Billing until they move to packs. It’s off unless you turned it on.
- Off: at your limit, new videos stop. The banner warns you at 80% of your limit, and again when you hit it.
- On: videos keep being made past your limit, and each extra one is charged at your plan’s per-video rate, shown next to the switch in your currency. We don’t let those charges pile up: each time your out-of-plan usage reaches the amount also shown there, we bill it on its own, straight away. Anything below it at renewal goes onto your renewal invoice.
You move to packs the first time you pay for a pack, turn on auto-refill or start a new subscription, or when we agree a change with you. The app asks you to confirm before your first pack or auto-refill. From then on extra videos aren’t charged and the switch is gone; overage you’d already used that month is billed as usual at renewal.
What SMS cost
Section titled “What SMS cost”SMS is separate from your leads. Every text message a paid plan sends is charged per message — the price is next to the SMS Notifications switch, and sent this month next to it tracks the count.
They’re billed on your renewal invoice. If Allow overage is on — or was on when you moved to packs — they’re billed as you go instead: added to any extra videos, and charged on their own each time the total reaches $20 (or €20).
Turn the switch off and no text messages are sent at all. Your follow-up emails are unaffected — those are included in your plan.
On the free plan with lead packs, or after cancelling, texts need a saved card — see lead packs.
If a charge is declined
Section titled “If a charge is declined”If your bank refuses one of those out-of-plan charges, out-of-plan usage pauses and the banner reads:
Out-of-plan usage is paused — a payment is pending. Update your payment method to resume your videos.
If you have lead packs, text messages pause straight away and your packs keep working for 3 more days. The banner then gives the date they stop:
An out-of-plan payment didn’t go through. Text messages are paused, and your lead packs stop on [date] unless it’s paid.
The banner gives you Pay now, which opens the unpaid invoice so you can settle it, and Update payment to change your card. Either one lifts the pause — held leads pick up again within a few minutes.
Your plan itself is untouched by this — only usage beyond it is paused.