Billing & plans

What happens when I hit my minutes cap?

On Starter and Professional, you start accruing overage at the plan's per-minute rate. Calls keep flowing — your AI doesn't shut off mid-cycle — but the extra minutes show up on the next invoice. If you set an overage cap and hit it, additional calls route to voicemail until the cycle rolls or you raise the cap.

What happens when I hit my SMS cap?

On Starter and Professional, your AI keeps sending — each message past the included pool bills at $0.03 per send through the unified overage pool. A missed appointment confirmation is worse than a few cents of overage, so the system doesn't hard-stop SMS mid-cycle. The unified overage cap is the safety rail: once total overage (minutes + SMS) would exceed your cap, further SMS sends pause until the cycle rolls or you raise the cap. On Demo, SMS hard-stops at the included limit with no overage allowed.

Is there a cap on email?

It depends on the type. Transactional email — booking confirmations and reminders — is uncapped on Starter and Professional; raw SendGrid cost is small enough that metering it would cost more in billing UX than the email itself, and it's self-limited (you can't send more confirmations than you take calls). List email (re-engagement, announcements, anything sent to a list of contacts) has its own per-cycle pool — 1,000 on Starter, 2,000 on Professional — and hard-stops at the limit with no overage charge. It's sized at 2× your SMS pool because list email is purely additive (your SMS pool also covers confirmations and reminders). The cap protects deliverability on the shared sending domain and keeps the product honest: EMOR is a receptionist, not a marketing platform. Burst protection on both lives at the rate-limiter, so a runaway script can't blast through your contacts. On Demo, email is disabled entirely.

How many calls can my AI handle at the same time?

Each phone number you add can take multiple calls at once — there's no per-number limit. Your plan includes a shared pool of simultaneous calls across all your numbers combined: 5 on Starter, 10 on Professional, 20 on Enterprise. If every slot in that pool is in use the moment a new call comes in, that caller is offered a voicemail so the lead is still captured — but in practice this is rare for most small businesses. Peak concurrency on the Analytics tab shows the highest simultaneous-call count you've hit this cycle, so you can see how close you've come.

Can I change plan mid-cycle?

Yes. Upgrades take effect immediately with a prorated charge for the remainder of the cycle. Downgrades take effect at the start of the next cycle so you don't get cut off from features you're still using.

I cancelled but my AI is still answering — is that a bug?

No. Cancellation takes effect at the end of your paid cycle. You keep service for what you already paid for; renewal just doesn't happen. The day after your cycle ends, your AI stops taking new calls and your number reverts to wherever you forward it.

I want to keep my data but pause my account.

There's no pause yet. Cancel + reactivate is the closest path — Settings → Privacy & data has the reset/delete controls but doesn't pause billing. If your business is seasonal, talk to support about a custom arrangement.

Where do I see what I've been charged?

Settings → Plan & billing shows the current cycle's in-progress charges — minutes and SMS used, plus an itemized overage estimate so far. For past invoices and downloadable PDFs, click "Manage subscription" to open Stripe's billing portal, which holds your full billing history.

I have multiple businesses — can I run them on one account?

Not on Starter or Professional. Multi-location is an Enterprise capability — talk to support if you need it.

Does the trial roll into a paid plan automatically?

No. The demo gives you 7 days of access with a hard usage cap and ends — you choose Starter or Professional to keep going. No card on file during the trial means no automatic charge.