Billing, Plans, and Usage: Everything You Need to Know
This guide covers everything about Hello Gubby billing: understanding your plan, tracking usage, managing payments, upgrading or downgrading, and getting the most value from your subscription.
Understanding Your Plan
Hello Gubby plans are based on monthly included minutes. All plans include the full feature set, so you're choosing based on your expected call volume rather than feature access.
What Counts as a Minute
Minutes are counted based on actual conversation time. Here's how it works:
Phone calls: From when the call connects until it ends
Voice widget: From when the visitor starts speaking until the conversation ends
Chat widget: Chat conversations do not use minutes
Video bubble: Only voice conversations count; video playback is free
Minutes are rounded to the nearest second and totaled at the end of each billing period.
What's Included in All Plans
Every Hello Gubby plan includes the same features. There are no feature gates based on plan level.
AI voice agent with natural conversation
All four channels (phone, voice widget, chat widget, video bubble)
Appointment booking and calendar integration
Lead qualification and capture
Call transfers and routing rules
Email and SMS notifications
Full dashboard and analytics
Call recordings and transcripts
Knowledge base and FAQ training
CRM integrations
All 20 industry configurations
50+ language support
Premium voices from ElevenLabs
24/7 operation
Simple Pricing Philosophy
We believe in transparent, straightforward pricing. You get every feature on every plan. The only difference is how many minutes are included.
Tracking Your Usage
Monitor your minute usage to ensure you're on the right plan and avoid unexpected overages.
Viewing Current Usage
Go to your Dashboard
Your current usage appears on the dashboard home page in the Usage card.
Click "View Details" for full breakdown
See usage by channel, daily usage patterns, and projections for the billing period.
Usage Dashboard Details
The usage section shows:
Minutes Used: Total minutes consumed this billing period
Minutes Remaining: How many included minutes you have left
Projected Usage: Estimated end-of-period usage based on current patterns
Daily Average: Your average daily minute consumption
Peak Day: The day with highest usage this period
Usage Alerts
Configure alerts to notify you as you approach your plan limits.
Go to Settings and select Billing
Navigate to the billing settings page.
Configure usage alert thresholds
Set alerts at 50%, 75%, and 90% of your plan allocation. You'll receive an email when you hit each threshold.
Enable projection alerts (optional)
Get alerted if your projected usage will exceed your plan, even if you haven't hit the threshold yet.
What Happens with Overages
If you use more minutes than your plan includes, overage charges apply at a per-minute rate.
Overage Rates
Overage minutes are billed at a rate slightly higher than your plan's effective per-minute cost. The exact rate depends on your plan level and is displayed in your billing settings.
Overage Caps
You can set an overage spending cap to limit unexpected charges.
Go to Settings and select Billing
Navigate to the billing settings page.
Set your overage cap
Enter the maximum additional amount you're willing to spend on overages per billing period.
Choose what happens when cap is reached
Options include pausing your agent (calls go to voicemail) or continuing with notifications.
Important
If you regularly exceed your plan's minutes, consider upgrading to a higher tier. A larger plan is typically more cost-effective than paying overage rates.
Upgrading Your Plan
If you're consistently using more minutes than your plan includes, upgrading makes sense.
How to Upgrade
Go to Settings and select Billing
Navigate to the billing settings page.
Click "Change Plan"
You'll see available plans with your current plan highlighted.
Select your new plan
Choose the plan that best fits your expected usage.
Confirm the change
Review the prorated charges and confirm your upgrade.
How Prorating Works
When you upgrade mid-billing-cycle:
You receive immediate access to your new plan's features and minutes
Your payment is prorated based on the remaining days in your billing cycle
Your next bill reflects the full new plan amount
Good to Know
Upgrades take effect immediately. You'll have access to your new minute allocation right away.
Downgrading Your Plan
If your call volume has decreased, you may want to move to a smaller plan.
How to Downgrade
Go to Settings and select Billing
Navigate to the billing settings page.
Click "Change Plan"
Select a lower tier plan.
Review and confirm
Confirm your downgrade. Note that the change takes effect at the start of your next billing cycle.
Important Notes on Downgrades
Downgrades take effect at the end of your current billing period
You keep access to your current plan's minutes until then
No prorated refunds are issued for downgrades
All features remain available (only minute allocation changes)
Annual vs Monthly Billing
Choose between monthly flexibility and annual savings.
Monthly Billing
Billed every 30 days
Cancel anytime with no penalty
Full flexibility to change plans
Annual Billing
Billed once per year
Significant discount compared to monthly (check current rates)
Commitment for the year, but you can still upgrade
Switching to Annual
You can switch from monthly to annual billing at any time. The annual period starts from your switch date, and any remaining value from your monthly plan is credited.
Switching to Monthly
If you're on annual billing and want to switch to monthly, the change takes effect when your annual term ends. You can continue using your annual plan until then.
Managing Payment Methods
Adding a Payment Method
Go to Settings and select Billing
Navigate to the billing settings page.
Click "Payment Methods"
View your current payment methods or add a new one.
Enter your card details
Add your credit or debit card information. We accept Visa, Mastercard, and American Express.
Updating Your Card
If your card is expiring or you want to use a different card:
Add the new card first
Set it as your default payment method
Remove the old card if desired
Failed Payments
If a payment fails:
We'll send you an email notification
We'll retry the payment automatically after a few days
Your service continues during the retry period
If payment continues to fail, update your payment method to avoid service interruption
Invoices and Receipts
Viewing Invoices
Access your complete billing history in the Billing section of Settings. Each invoice shows the billing period, plan charges, any overages, taxes, and total amount.
Downloading Invoices
Click on any invoice to view it, then download as PDF. Invoices include all information needed for expense reporting or tax purposes.
Invoice Customization
If you need specific information on your invoices (company name, tax ID, billing address), update your billing profile in Settings.
Canceling Your Account
If you need to cancel your Hello Gubby subscription, you can do so at any time.
How to Cancel
1Go to Settings and select Billing
Navigate to the billing settings page.
2Click "Cancel Subscription"
You'll be asked to confirm your cancellation.
3Complete the cancellation
Optionally share feedback on why you're leaving, then confirm.
What Happens After Cancellation
Your service continues until the end of your current billing period
Your agent will stop answering calls after your service period ends
Your data is retained for 30 days in case you want to reactivate
After 30 days, your data is permanently deleted
Reactivating Your Account
If you cancel and later want to come back:
Within 30 days: Log in and reactivate. Your settings and data are preserved.
After 30 days: Create a new account. Previous data will not be available.
Getting Support with Billing
If you have questions about your bill, need a refund, or encounter billing issues:
Contact Options
Email: billing@hellogubby.ai
In-app support: Click the Help button in your dashboard
Live chat: Available on our website during business hours
Common Billing Questions
Q: Why is my bill different this month?
A: Check for overages (usage above your plan's included minutes), prorated charges from a plan change, or taxes that may vary by location.
Q: Can I get a refund?
A: Contact our billing team to discuss your situation. We handle refund requests on a case-by-case basis.
Q: Why was I charged before my trial ended?
A: If you signed up for a paid plan, billing begins at signup even if you haven't made your first call. Contact us if you believe there's an error.
Need Help?
Our billing team is here to help with any questions about your plan, payments, or account. Reach out anytime and we'll get you sorted.
