Billing & Subscriptions
Hanc.AI uses a credit-based billing system -- your subscription includes a monthly credit allocation, and all usage (calls, phone numbers, SMS, call forwarding) is deducted from your credit balance.
Subscription Plans
Hanc.AI offers the following plans:
- Free -- Get started at no cost with a one-time credit allocation. Ideal for testing the platform.
- Starter -- For small businesses getting started with AI voice agents.
- Pro -- For growing businesses that need lower per-minute rates and more credits.
- Business -- For established businesses with high call volumes. Includes priority support and SLA guarantees.
- Enterprise -- Custom pricing and features for large organizations. Includes dedicated account manager, SSO/SAML, and custom integrations.
Specific prices are shown in your own regional currency — you always see amounts in the currency that applies to you, not just USD or EUR. Visit the pricing page on the Hanc.AI website or check Settings > Billing in the app for current pricing.
Running the platform under your own brand is a self-serve feature — it is not limited to Enterprise. See White-Label below and Agency & Workspaces.
Plans & Pricing
Concrete monthly prices, included credits, and per-minute rates for every plan.
Monthly plans
| Plan | Monthly price | Included credits | Phone rate (per min) | Web rate (per min) |
|---|---|---|---|---|
| Free | €0 | €3 one-time credit | — | €0.13 |
| Starter | €49 | €50/month | €0.15 | €0.13 |
| Pro | €99 | €100/month | €0.14 | €0.12 |
| Business | €249 | €250/month | €0.13 | €0.11 |
| Enterprise | Custom | Custom | Custom (volume discounts) | Custom (volume discounts) |
Annual plans (15% discount)
Annual billing pays for the year upfront and saves 15% compared to monthly pricing. Available for Starter, Pro, and Business.
| Plan | Annual price (per month, billed yearly) |
|---|---|
| Starter | €42 |
| Pro | €84 |
| Business | €212 |
How credits work in practice
- 100% of your subscription converts to credit — there's no platform fee taken off the top. The full €49/€99/€249 you pay each month becomes credit you can spend on calls, SMS, and phone numbers.
- Credits roll over indefinitely while your account is active — unused credits carry forward month after month and never expire.
- No platform fee, no per-agent fee, no per-minute markup beyond the rate above — what you see is what you pay.
SIP trunking, Google/Outlook Calendar integration, MCP servers, and API access are available on all plans including Free. Outbound calling and callbacks require a paid plan. The differences between paid plans are mainly per-minute rate, included monthly credit, and support level. See the Plan Comparison table below for the full feature matrix.
Credit System
How Credits Work
- Each plan includes a monthly credit allocation (called
package_creditsinternally) - All platform usage is deducted from your credit balance
- Credits roll over -- unused credits carry forward to the next month and never expire while your account is active
- When credits run low, you can top up manually or enable auto top-up
Credit Types
The platform tracks usage across several credit categories:
- Phone call credits -- Charged per minute for inbound and outbound phone calls
- Web call credits -- Charged per minute for calls made through the website widget
- Text message credits -- Charged for SMS messages sent as post-call actions
- Call forwarding credits -- Charged when calls are forwarded to a human operator
- Phone number credits -- Monthly cost for each active phone number
All credit usage is deducted from your main credit balance (package_credits).
Auto Top-Up
Set up automatic credit top-up so your agents never go offline:
- Go to Settings > Billing
- Enable Auto Top-Up
- Set the top-up amount — anything from €20 to €1,000
- Credits are added automatically when your balance gets low
To protect against runaway spend, Auto Top-Up runs a maximum of 3 times per day.
Plan Comparison
| Feature | Free | Starter | Pro | Business | Enterprise |
|---|---|---|---|---|---|
| Agents | 1 | Unlimited | Unlimited | Unlimited | Unlimited |
| Agent Templates | Yes | Yes | Yes | Yes | Yes |
| Phone Numbers | -- | Yes | Yes | Yes | Included |
| Website Widget (in-browser) | Yes | Yes | Yes | Yes | Yes |
| Callback Widget (phone callback) | -- | Yes | Yes | Yes | Yes |
| SIP Trunking | Yes | Yes | Yes | Yes | Yes |
| Inbound Calls | -- | Yes | Yes | Yes | Yes |
| Max Call Duration cap | Yes | Yes | Yes | Yes | Yes |
| Integrations | |||||
| Calendar Sync | Yes | Yes | Yes | Yes | Yes |
| MCP Servers | Yes | Yes | Yes | Yes | Yes |
| API Access | Basic | Full | Full | Full | Custom |
| Analytics & Support | |||||
| Analytics Dashboard | Yes | Yes | Yes | Yes | Yes |
| Call Recordings | Yes | Yes | Yes | Yes | Yes |
| Sentiment Analysis | Yes | Yes | Yes | Yes | Yes |
| Call Summary | Yes | Yes | Yes | Yes | Yes |
| Email Support | Yes | Yes | Yes | Yes | Yes |
| Priority Support | -- | -- | Yes | Yes | Yes |
| SLA Guarantee | -- | -- | -- | 99.9% | Custom |
| Dedicated Manager | -- | -- | -- | -- | Yes |
| Advanced | |||||
| Audit Logs | -- | -- | -- | Yes | Yes |
| White-Label | Self-serve | Self-serve | Self-serve | Self-serve | Self-serve |
| SSO / SAML | -- | -- | -- | -- | Yes |
| Custom AI Models | -- | -- | -- | -- | Yes |
| GDPR Compliant | Yes | Yes | Yes | Yes | Yes |
The Free plan includes a one-time credit allocation and allows you to create 1 voice agent. All core features are available, including SIP trunking, Google Calendar integration, and MCP servers. The agent limit is enforced everywhere agents are created — creating a new agent, duplicating an existing one, and deploying from a template all count toward the same limit. If you're on Free and hit the cap, the platform shows an upgrade prompt instead of completing the action.
All paid plans (Starter, Pro, Business, Enterprise) include unlimited voice agents. There is no cap on the number of agents you can create.
Each callback dial counts as an outbound phone call and is billed at the same per-minute rate as any other outbound call on your plan. There is no additional per-callback fee — only the call minutes consumed during the conversation.
White-Label
White-label lets you run the entire platform under your own brand — it's a self-serve feature you set up yourself, not an Enterprise-only add-on.
You can customize:
- Custom domain — host the app on your own domain
- Logo, favicon, and colours — match your visual identity
- Browser title and social preview — control how your brand appears in tabs and shared links
- Invite-code lock — put the site behind an invite code so only your invited users can register
Your customers then sign up, reset their password, and verify their email on your own domain — they never see Hanc.AI branding. For managing multiple clients under your brand, see Agency & Workspaces.
Managing Your Subscription
Viewing Current Plan
- Click your profile menu (top-right)
- Select "Settings"
- Go to "Billing" tab
- View current plan, credit balance, and usage
Upgrading Your Plan
- Go to Settings > Billing
- Click "Change Plan" or "Upgrade"
- Select new plan
- Confirm payment details
- Upgrade takes effect immediately
What happens on upgrade:
- New features available instantly
- Prorated charges for remainder of billing period
- Credit balance increases immediately
Downgrading Your Plan
- Go to Settings > Billing
- Click "Change Plan"
- Select lower plan
- Confirm downgrade
What happens on downgrade:
- Change takes effect at end of current billing period
- Existing credits are preserved
Payment Methods
Supported Payment Methods
| Method | Availability |
|---|---|
| Credit/Debit Cards | All plans |
| Bank Transfer | Enterprise |
Currencies
Prices are displayed in your own regional currency — not only USD or EUR. The currency that applies to you is set from your billing configuration, so the amounts you see at checkout and on invoices are the ones you'll actually be charged.
Adding/Updating Payment
- Go to Settings > Billing
- Click "Update Payment Method"
- Enter new card details
- Save changes
Payment Security
- All payments processed securely via Stripe
- Card details never stored on Hanc.AI servers
- PCI DSS compliant
Billing Cycle
Monthly Billing
- Billed on same date each month
- Credits added at start of each period
- Unused credits roll over
Annual Billing
- Pay for full year upfront
- Discount compared to monthly billing
- Credits allocated monthly within the annual term
Invoice Generation
Invoices generated automatically:
- At start of each billing period
- When plan changes
- For additional credit purchases
Usage & Tracking
What Counts as Usage
| Resource | How It's Counted | Billing |
|---|---|---|
| Phone calls | Talk time | Your plan's per-minute rate plus the destination charge — see How usage is priced |
| Web widget calls | Talk time | Your plan's web rate. No destination charge — nobody's phone network is involved |
| Text messages | Per segment, not per message | Your plan's segment rate plus the destination charge |
| Per message | Flat worldwide — the country doesn't change it | |
| Call transfers | Talk time on the transferred leg | Priced as an outgoing call to the number dialled |
| Phone numbers | Number of active numbers | Monthly per number from credits |
| Agents | Free: 1 agent. Paid: Unlimited | No charge |
How usage is priced
Every call, message and number is paid from the same credit balance. 1 credit = €0.01, so a €50 balance is 5,000 credits.
A phone call
A phone call has two parts, and only the first one is the same everywhere:
your plan's per-minute rate + the destination charge = what the minute costs
The plan rate is the row you picked in the table above — €0.15, €0.14 or €0.13 a minute depending on your plan.
The destination charge is what it costs to carry the call to that particular number. It is not a markup we invent: reaching a Swiss mobile costs more than reaching a German landline, and a mobile usually costs several times what a fixed line does. This is why the price of a call depends on who you are calling, not just how long you talked.
For an incoming call, the destination is your own number, so the charge is small and predictable. For an outgoing call it depends entirely on the number dialled — look it up in Destination prices before running a campaign to an unfamiliar country.
If the number runs on your own carrier, we don't add a destination charge — your carrier bills you for the connection directly. You pay only your plan's per-minute rate.
Metering. Time is measured while the call is connected and settled continuously, not rounded to whole minutes. The final part-minute is rounded up, so a 90-second call costs a little more than one and a half minutes and a 10-second call is not free.
A text message
Text messages are charged per segment, not per message. A segment is the unit the phone networks actually move:
| Alphabet | Characters per segment |
|---|---|
| Latin (GSM) | 160 |
| Cyrillic, Greek, Chinese, emoji | 70 |
A 200-character English message is two segments. The same message in Russian is three. Writing "Vielen Dank" instead of "Vielen Dank 😊" can be the difference between one segment and two, because a single emoji switches the whole message to the shorter unit.
As with calls, the price is your plan's segment rate plus the destination charge — delivering to Ukraine costs many times what delivering to the US does.
A WhatsApp message
WhatsApp is the one channel where the country doesn't matter. What matters is who started the conversation:
| Situation | Why it differs |
|---|---|
| The customer wrote first, and you reply within 24 hours | The cheap case. The conversation is already open. |
| You write first, or the 24 hours have passed | Costs more. Meta requires an approved template to open a conversation, and charges for it. |
Practical consequence: answering promptly is cheaper than answering late. If a conversation goes quiet for a day, restarting it costs more than the original exchange did.
A call transfer
When the agent hands the caller to a person, the transferred leg is priced as an outgoing call to the number dialled — your plan's per-minute rate plus that destination's charge. Transferring to a colleague's mobile costs more than transferring to a desk phone, for the same reason any other call would.
Destination prices
Every country is listed on Destination prices — what a minute costs incoming and outgoing, what a text segment costs, and the monthly rent for a number of each type.
The prices there are final: our margin is already included, and your plan's per-minute rate is what gets added on top. The same table is built from live carrier rates on the pricing page, so check there if you're committing to a large campaign.
Worth knowing before you plan a campaign:
- Mobile costs more than fixed almost everywhere, often several times more.
- The spread between countries is large — the same minute can differ more than twentyfold between destinations.
- Within one country, prefixes differ too. That is why the table shows a range for a country rather than one number.
- A dash means we don't sell numbers there yet — it does not mean calls to that country are free.
Stripe Billing Portal
You can manage your subscription, view invoices, and update payment methods through the Stripe billing portal, accessible from Settings > Billing.
Invoices & Receipts
Viewing Invoices
- Go to Settings > Billing
- Click "View Invoices" or "Invoice History"
- See list of all invoices
- Click to download PDF
Invoice Contents
Each invoice includes:
- Invoice number and date
- Billing period
- Plan charges
- Credit usage details
- VAT — shown correctly for your region
- Payment method
Cancellation
Canceling Subscription
- Go to Settings > Billing
- Click "Cancel Subscription"
- Select reason (optional)
- Choose when the cancellation takes effect:
- Immediately — your subscription ends right away
- At the end of the billing period — you keep access (and remaining credits) until the period you've already paid for runs out
- Confirm cancellation
What Happens After Cancellation
| Timeline | Status |
|---|---|
| On cancellation | Confirmed — either immediately or at period end, per your choice |
| After the subscription ends | Account downgraded to Free |
| 30 days after | Data retention period |
| 90 days after | Data may be deleted |
Reactivating
- Can resubscribe anytime
- Previous data available during retention period
- Remaining credits are preserved
Enterprise Plans
For organizations with high call volumes or specialized needs:
- Custom credit allocations
- Volume discounts on per-minute rates
- Dedicated account manager
- SSO / SAML integration
- Custom AI model configuration
- Custom SLA
- Audit logs
(White-label branding isn't listed here because it's self-serve on every plan — see White-Label.)
Contact Sales
For enterprise inquiries:
- Email: sales@hanc.ai
- Schedule demo through website
FAQ
What happens if I run out of credits?
- Active calls complete normally
- New calls may be restricted
- Top up credits, enable auto top-up, or upgrade your plan to continue
Do unused credits roll over?
Yes. Unused credits carry over to the next billing period. They never expire while your account is active.
Can I change plans mid-cycle?
Yes:
- Upgrades take effect immediately (prorated)
- Downgrades take effect at next billing cycle
Can I get a refund?
- 30-day money-back guarantee on first payment
- Prorated refunds for annual plans (case by case)
- Contact support for refund requests
Troubleshooting
Payment failed
Check:
- Card has sufficient funds
- Card not expired
- Bank not blocking international charges
- Correct billing address
Solution:
- Update payment method
- Try different card
- Contact your bank
Can't access features
Check:
- Plan includes feature
- Payment is current
- Credit balance not depleted
Solution:
- Top up credits if needed
- Upgrade plan if needed
Related Topics
- Team Management -- Team members and permissions
- Agency & Workspaces -- Managing multiple clients
- Voice Agents -- Agent configuration
- Phone Numbers -- Number costs