Open the billing page
Open the workspace menu at the top of the sidebar and choose Plan and billing, or click the credits shown under your agent in the sidebar (“Credits”, with how many are left). The sidebar only shows these to roles that can open Billing; see Who can see Billing.What the page shows
On a paid plan the title carries a badge with your plan name, and the top right has Manage billing (opens Stripe’s billing portal) and Credit usage (see Credit usage). Under it:
The Credits meter changes colour as credits run down. It turns amber when a quarter or less is left, with the hint “Credits are running low. Buy more or turn on automatic top-up.” It turns red when none are left: “You’re out of credits, so your team answers every conversation.” Otherwise the hint is “Renews on” and the date.
The free plan shows a shorter page: a Credit usage button and the plan list, described as “Each plan includes monthly credits. You can buy extra credits once you’re on a plan.” There is no balance, Manage billing or Buy credits until you subscribe. Your free credits show in the sidebar.
Plans
The plan list is titled Change plan on a paid plan and Plans on the free plan. Each plan is billed monthly and adds its credits at the start of every billing period.
Your current plan is marked Current; the others show Upgrade or Downgrade. See Top-ups, plan changes and renewal for what happens when you switch.
The public pricing page (trypopcorn.ai/pricing) also lists a Plain plan with 2,000 credits a month, Caramel tiers up to 60,000 credits, annual billing at a lower monthly price, and Enterprise with custom pricing. Those are not selectable on the Billing page.
The free plan
A new workspace starts on the free plan with 100 free credits, which expire one month after the workspace is created. To keep your agent replying after that, choose a plan.What a credit is
A credit is the unit Popcorn deducts for agent replies and campaign messages. Your balance is made of up to three pools:
Popcorn spends free credits first, then plan credits, then extra credits. Campaign refunds go back to the pool they were taken from.
What uses credits
The Credit costs panel on Billing lists three rows: “Template messages and agent replies” at “1 credit per message”, “Bulk campaigns” at “1 credit per 10 messages” and “Automated campaigns” at “1 credit per 5 messages”. Read the first row as one credit per agent reply, as in the table above. Messages your team sends from the Inbox, including templates sent one by one, do not use credits.
Messages that fail to send are not charged: campaigns are settled on messages that reached WhatsApp, and automated campaigns only count successful sends.
Test chats from Home and setup are free. A chat you start from Try your agent on Home, or from the agent step of setup, is a test conversation. It uses no credits and stays in Test conversations in the Inbox. If your workspace has no credits left, the agent stays quiet in a test chat, as it does for a customer. Chats in the Test your agent panel of the agent editor and on the sandbox WhatsApp number are charged like any other agent reply.
What happens when credits run out
When your total balance across all pools reaches zero:- The agent stops replying. Each new customer message is handed over to your team: the conversation lands in Needs you with “Your agent is out of credits, so it isn’t replying”. An admin (or the only member) gets a Conversation Handover - Credits Exhausted notification in the app, and the agent’s Slack or email handover notifications fire if they are set up.
- A banner appears across the app: Your agent stopped replying to customers, with “You’re out of credits, so your team answers every conversation until you top up.” Its button reads Top up credits (opens Billing at Buy credits) on a paid plan and Choose a plan on the free plan. Roles that can’t open Billing see “Ask your account owner or an admin to top up.” instead of a button.
- The agent card in the sidebar reads Stopped, out of credits.
- Campaigns cannot be launched, because the credits for the audience cannot be reserved.
- Automated campaigns keep running, but their messages are not sent and appear in the campaign’s results as Not sent: out of credits.
How you are billed
Where you subscribed determines where your plan is managed. Extra credits are always bought by card on the Billing page, whichever way your plan is billed.Directly, by card (Stripe)
Choosing a plan on the Billing page opens Stripe to complete the subscription. The plan activates, and its credits are added, when Stripe confirms the payment. From then on:- Manage billing and Update payment method open Stripe’s billing portal for your account.
- Invoices appear under Billing history.
- The subscription renews monthly on the same date. Renews on shows the next date.
Through the Zid App Market
Subscribe to Popcorn in the Zid App Market and connect your Zid store in Integrations. The plan is applied to your workspace once the store is linked; if you subscribed before connecting, Popcorn applies the subscription as soon as the connection completes. Popcorn’s Cheese plan is offered on Zid monthly or yearly, and plan credits are added for each subscription period Zid reports. When a Zid subscription period ends, Zid gives a five-day grace period before the subscription expires. Your plan and its remaining plan credits stay usable during those five days; see Top-ups, plan changes and renewal for the full lifecycle.Through the Salla App Store
Subscribe to Popcorn in the Salla App Store with your Salla store connected in Integrations. Subscription starts, renewals and trials from Salla activate the plan and add its credits for the period Salla reports; cancellations and expiries (including an expired trial) remove the plan immediately.Who can see Billing
Plan and billing appears for Owners, Admins and Managers. Only Owners and Admins can change anything: buy credits, change the plan, turn on automatic top-up, set the billing email, or open the billing portal. Managers can view the page and Credit usage. Agents and Viewers do not see it. See Team and roles.Related
Credit usage
See where credits went, by source and per conversation or campaign.
Top-ups, plan changes and renewal
Buy credits, set up automatic top-up, renew early, and change plans.
Campaign credits and delivery
How campaign statuses and failed messages relate to what you pay.
Automated campaigns
Why automated messages were not sent, including when credits ran out.