Billing & Subscription

Billing is managed from the Billing page in the sidebar. Access depends on your role and organization setup. Use this page whether your workspace is on a free plan, active paid subscription, manual billing arrangement, or a payment-recovery state.

At a glance

Keep interviews running without billing surprises

Start with credit usage, then review the Billing page tabs for subscription status, payment history, credit activity, and support options. If billing needs attention, resolve the warning state before sending more interviews.

Watch the walkthrough on YouTube: Billing & Subscription

Subscription Plans

See current plans and pricing on the NTRVSTA website.

Credit Usage

Credits are the unit of measurement for interview consumption:

• Audio interviews use 1 credit per minute
• Avatar interviews use 3 credits per minute

For paid plans, included monthly credits reset at the start of each billing cycle. Purchased top-up and manual credits carry over until they are used. Free plans use a one-time credit grant rather than a recurring monthly allocation.

Usage consumes included credits first, then top-up or manual credits. If billing is suspended, purchased top-up and manual credits are preserved and become usable again after reactivation.

Billing Page Tabs

Subscription

This is the main billing control center. Depending on your current plan and billing state, it can show:

• Plan name, status, and renewal date
• Billing cycle and current billing details
• Credit summary cards for total available, included monthly credits, top-up/manual credits, used this cycle, and uncovered usage
• Usage breakdown with progress bars and per-minute credit rates
• Auto top-up status and settings
• Actions such as Manage payment, Change plan, Upgrade plan, Choose plan, or Reactivate subscription

This tab also surfaces important billing states such as:

• Payment processing issue
• Automatic top-up recovery required
• Plan change scheduled
• Subscription reactivation required
• Will not renew or Expired

Billing History

Billing History shows recent charges and payment records with:

• Transaction ID
• Period
• Description
• Status — Paid, Failed, or Pending
• Amount

This view is best for checking invoice timing, payment outcomes, and what has actually been billed so far.

Credits Activity

Credits Activity shows how credits move over time across your organization. Expect entries such as:

• Usage
• Automatic top-up
• Refund
• Enterprise usage
• Admin adjustment
• Uncovered usage

Each row includes the date, ID, type, balance after the event, supporting details, and the credit change amount.

Support

The Support tab includes billing FAQs and a direct billing-support contact option. It is the right place to look when you need help with invoices, payment methods, subscription charges, plan changes, or account access.

Auto Top-Up

Auto top-up helps prevent interview interruptions on paid plans. In the app, it is driven by plan defaults plus optional organization-level overrides.

Key settings:

• Enable or disable automatic top-ups
• Set a top-up percent
• Set a maximum number of top-ups per billing cycle

The app explains that charges are attempted after interview reconciliation when uncovered usage exists or when the remaining balance reaches the low-credit threshold.

Auto top-up is not available for free, enterprise, cancelled, or manually managed subscriptions.

Changing Plans

The Billing page can expose different plan actions depending on your current subscription:

• Upgrade plan
• Change plan
• Choose plan
• Reactivate subscription

Upgrades apply immediately and reset the included credit allocation for the current cycle. Downgrades are scheduled for the next renewal, and the app can show that pending change directly in the Subscription tab.

Paid-to-Free downgrades are not available in self-serve. Contact NTRVSTA for plan assistance.

Failed Payments and Billing Incidents

When billing needs attention, the Subscription tab shows clear warning states such as:

• Payment processing issue — a subscription renewal payment had trouble processing
• Automatic top-up recovery required — a recent top-up charge failed
• Subscription reactivation required — the subscription could not be renewed after repeated payment attempts

These states can pause new interviews until the issue is resolved. The app also preserves purchased top-up and manual credits so they can become available again once payment is restored.

Related Areas

• Support tab in Billing — quickest place for billing FAQs and billing-contact help
• Settings / enterprise account billing — relevant when your company is on enterprise or manual billing
• Stripe checkout and payment management — used when the app sends you to manage payment details or subscription changes