---
title: "Lead packs"
description: "Extra leads on top of your plan: prices, buying a pack, how long it lasts, refunds, and packs without a subscription."
slug: "en/settings/plan-and-billing/lead-packs"
url: "https://docs.custom.one/en/settings/plan-and-billing/lead-packs/"
capability: "billing"
published_at: "2026-10-28T06:56:17.626Z"
---
A **lead pack** is a one-time purchase of leads, on top of your plan. One lead
is one person who finishes one of your customs and gets their personalised
video. A pack is valid for 90 days and costs the same on every plan, and every
account can buy one — on the free plan or after cancelling too. To have packs
bought for you when you run low, see
[auto-refill](/en/settings/plan-and-billing/auto-refill/).

| Pack | Price | Per lead |
|---|---|---|
| 100 leads | $120 / €120 | $1.20 / €1.20 |
| 1,000 leads | $700 / €700 | $0.70 / €0.70 |
| 10,000 leads | $4,000 / €4,000 | $0.40 / €0.40 |
| 100,000 leads | $25,000 / €25,000 | $0.25 / €0.25 |

## Buying a pack

1. Go to **Workspace settings → Billing**. Only the owner can open it — the
   person whose card pays for the workspace.
2. Under **Buy a pack**, click the pack you want.
3. Click **Buy for [price]**.

If you've never paid us before, you also choose the **Billing currency**, USD or
EUR; you can't change it later. You pay straight away, with your saved card or
on a secure payment page that opens in a new tab. Your leads arrive a few
seconds after the payment goes through, and we email you a receipt.

If a bigger plan would cost about as much as your plan and packs this month,
you see that first, with **Switch plan** and **Buy the pack anyway** — and maybe
as a banner, or by email once per billing period.

**Still paying per extra video?** Your first pack, or turning on auto-refill,
moves you to packs: extra videos stop being charged, and leads past your plan
come from packs. You're asked to confirm first, and overage already used this
month is billed at renewal as usual. See
[going over your plan](/en/settings/plan-and-billing/going-over-your-plan/).

## How your leads are used

Your plan's leads go first, then your packs, starting with the one that expires
first. Each pack lasts 90 days from payment; what's left then expires and
doesn't carry over. Packs belong to whoever pays, like the plan, so every
workspace on your plan draws from them. **Leads left** on the Billing page shows
plan and pack leads together, and when the next pack leads expire.

With nothing left, new leads are still collected but their video waits — their
row in a custom's **Leads** shows **On hold**. Buy a pack and they get their
video within a few minutes. See
[why a lead got no video](/en/settings/plan-and-billing/why-a-lead-got-no-video/).

## Refunds and failed payments

**Refund** shows next to a pack in **Your packs** while it can be refunded:
within 7 days of payment, and before any of its leads is used. The money goes
back to the payment method you used. Packs we've offered you can't be refunded.

If a payment fails, or your bank asks you to confirm it, no leads are added
until it's paid: use the link we email you, or **Pay** on the Billing page.
Leads already paid for keep making videos; then new videos wait, and resume on
their own once the payment goes through. A pack still unpaid after 7 days is
cancelled.

## Without a subscription

On the free plan, or once a cancelled subscription has ended, a valid pack keeps
your account active until your last pack expires: your customs stay online and
your follow-up emails go out, within the free plan's limits — including a single
active workspace. The Billing page reads **Free plan with lead packs**.

Text messages need a saved card: **Add a card** next to **SMS Notifications**.
Each one is charged at the price shown there, taken from your card every $20 (or
€20) and once more when your last pack expires; a final balance under $0.50 (or
€0.50) isn't charged. If that charge fails, texts stop at once and your packs
stop 3 days later, until it's paid.