Billing & Subscriptions
This section covers subscription plans, payment management, and usage tracking on the Hanc.AI platform. Hanc.AI uses a credit-based billing system — you purchase credits monthly, and all usage (calls, phone numbers, etc.) is deducted from your credit balance.
Subscription Plans
Plan Pricing
| Plan | Monthly Credits | Price |
|---|---|---|
| Free | €10 (one-time) | Free |
| Starter | €30 | €30/month |
| Pro | €250 | €250/month |
| Agency | €800 | €800/month |
Credits Roll Over
Unused credits roll over to the next billing period. You never lose unspent credits.
Plan Comparison
| Feature | Free | Starter | Pro | Agency |
|---|---|---|---|---|
| Voice Agents | Unlimited | Unlimited | Unlimited | Unlimited |
| Knowledge Bases | 1 | 5 | Unlimited | Unlimited |
| Phone Numbers | 1 | 3 | 10 | Unlimited |
| Team Members | 1 | 3 | 10 | Unlimited |
| Workspaces | 1 | 1 | 1 | Multiple |
| Sub-accounts | ✗ | ✗ | ✗ | ✓ |
| Analytics | Basic | Standard | Advanced | Advanced |
| API Access | ✗ | Limited | Full | Full |
| Priority Support | ✗ | ✗ | ✓ | ✓ |
| White-Label | ✗ | ✗ | ✗ | Coming Soon |
| SIP Integration | ✓ | ✓ | ✓ | ✓ |
| Calendar Integration | ✓ | ✓ | ✓ | ✓ |
| Outbound Calls | ✓ | ✓ | ✓ | ✓ |
Unlimited Agents
Voice agents are unlimited on all plans, including Free. There is no limit on how many agents you can create.
Credit-Based Billing
How Credits Work
- Each plan includes a monthly credit allocation (e.g., Pro = €250 in credits)
- All platform usage is deducted from your credit balance
- Credits roll over — unused credits carry forward to the next month
- When credits run out, you can purchase additional credits or upgrade your plan
Per-Minute Rates
Call costs are deducted from your credit balance at these rates:
| Call Type | Pro Rate | Agency Rate |
|---|---|---|
| Web Call (widget) | €0.11/min | €0.10/min |
| Call Forwarding | €0.06/min | €0.06/min |
Other Costs
| Item | Cost | Billing |
|---|---|---|
| Phone Number | €5/month each | Deducted from credits |
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
- May need to reduce resources before downgrade
- Existing credits are preserved
Before Downgrading
Ensure you're within new plan limits for:
- Knowledge bases
- Team members
- Phone numbers
Payment Methods
Supported Payment Methods
| Method | Availability |
|---|---|
| Credit/Debit Cards | All plans |
| SEPA Direct Debit | EU customers |
| Bank Transfer | Enterprise |
| PayPal | Coming soon |
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
- SSL/TLS encryption
Billing Cycle
Monthly Billing
- Billed on same date each month
- Based on subscription start date
- Credits added at start of each period
- Unused credits roll over
Annual Billing
- Pay for full year upfront
- Typically 2 months free (vs monthly)
- 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 & Overage
What Counts as Usage
| Resource | How It's Counted | Billing |
|---|---|---|
| Call Minutes | Actual conversation time | Per-minute from credits |
| Phone Numbers | Number of active numbers | €5/month per number from credits |
| Agents | Unlimited — not counted | No charge |
| Knowledge Bases | Count against plan limit | Plan-included |
| Team Members | Count against plan limit | Plan-included |
Usage Alerts
You'll receive alerts at:
- 75% of credit balance used
- 90% of credit balance used
- 100% (credits depleted)
Overage Handling
Soft limits (credits):
- Service continues if credits run out during active calls
- New calls may be restricted until credits are topped up
Hard limits (resources):
- Cannot exceed plan limits for KB, team members, phone numbers
- Existing resources continue working
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
- Tax information
- Payment method
Downloading Invoices
- PDF format available
- Download individual or bulk
- Email delivery option
Cancellation
Canceling Subscription
- Go to Settings → Billing
- Click "Cancel Subscription"
- Select reason (optional)
- Confirm cancellation
What Happens After Cancellation
| Timeline | Status |
|---|---|
| Immediately | Cancellation confirmed |
| End of billing period | 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 & Custom Plans
When to Consider Enterprise
- High call volumes (10,000+ minutes/month)
- Multiple brands/workspaces
- Custom integrations required
- Dedicated support needed
- Custom SLAs
Custom Plan Options
- Custom credit allocations
- Volume discounts on per-minute rates
- Dedicated infrastructure
- Custom SLAs
- White-label options
- Professional services
Contact Sales
For enterprise inquiries:
- Email: sales@hanc.ai
- Schedule demo through website
FAQ
Can I try before buying?
Yes, the Free plan gives you:
- €10 in one-time credits
- Unlimited agents
- 1 knowledge base
- All core features
What happens if I run out of credits?
- Active calls complete normally
- New calls may be restricted
- Top up credits or upgrade your plan to continue
- You'll receive alerts at 75%, 90%, and 100% usage
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 get a refund?
- 30-day money-back guarantee on first payment
- Prorated refunds for annual plans (case by case)
- Contact support for refund requests
Can I change plans mid-cycle?
Yes:
- Upgrades take effect immediately (prorated)
- Downgrades take effect at next billing cycle
What happens if I forget to pay?
- Grace period of 7 days
- Email reminders sent
- Service paused after grace period
- Reactivated upon payment
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
- Resolve payment issues
Invoice discrepancy
If charges seem incorrect:
- Review usage in billing dashboard
- Check credit consumption details
- Contact support with specifics
Related Topics
- Team Management — Team member limits
- Agency Features — Agency plan details
- Voice Agents — Agent configuration
- Phone Numbers — Number costs