Managing Your Billing, Payment Details, and Plan
This article covers how to manage the billing side of your Userlist account: updating your payment method, changing plans, and answers to the most common billing questions.
Free trial
Every Userlist account starts with a 14-day free trial. We ask for your credit card during signup (here’s why), but we won’t charge it until the trial ends. You can cancel any time before then without being charged.
Toward the end of your trial, we’ll send a reminder email so you know what’s coming. If you don’t cancel, we’ll charge your card on the day the trial ends, based on the peak user count reached during your trial (see how we count users for billing).
Updating your payment details
You can update your card on file at any time from the billing settings page in your Userlist account.
Your current payment method is shown in the Payment method section in the top-right of the page. Click Update payment method to enter new card details. The change takes effect immediately and applies to all future charges.
Switching plans
You can change your plan at any time from the billing settings page by clicking Change plan. From there, you can:
- Upgrade or downgrade between the Basic and Professional plans (see pricing for details)
- Switch between monthly and annual billing
Plan changes take effect immediately, and your account is updated to the new plan as soon as you confirm. How the cost is applied depends on your billing cycle:
- Monthly plans: we’ll charge the new amount starting with your next billing cycle. There’s no immediate charge.
- Annual plans: we’ll prorate the difference right away, charging your card for an upgrade or crediting the difference to your account for a downgrade (which reduces future charges).
Cancelling your subscription
You can cancel your subscription at any time from the billing settings page by clicking Cancel subscription.
After cancelling, you’ll keep full access to your account until the end of your current billing period, and no further charges will be made. If you change your mind during this time, reach out to support and we can revert the cancellation for you.
Shortly after the cancellation takes effect, we’ll delete your account along with all of its data, including users, segments, workflows, and message history. This deletion is permanent and we cannot restore the data afterwards, so please export anything you’d like to keep before your access ends.
Message overages
Every plan includes a monthly message allowance equal to 5× your tracked user count, with a minimum floor of 500,000 messages per billing period. Whichever is higher applies.
If you exceed your allowance during a billing period, we’ll add an overage charge of $1 per 1,000 additional messages to your next invoice.
For example, say you have 200,000 tracked users on your plan. Your monthly allowance is 5 × 200,000 = 1,000,000 messages. If you send 1,250,000 messages in a billing period, you’ve gone 250,000 messages over. That adds a $250 overage charge to your next invoice ($1 × 250).
For smaller accounts with fewer than 100,000 tracked users, the 500,000-message floor applies instead, so every plan has a generous baseline before any overage charges kick in.
Frequently asked questions
Why do you require a credit card to start a trial?
At Userlist, we’re asking for your credit card details before you can start your trial. Let us explain why we have this conversion-killing requirement in our signup flow.
Email automation is a very sensitive industry: our trialing users can start sending their mass email from day one via workflows and broadcasts. Asking for your card is a way for us to qualify customers and protect the service from malicious signups, so that your own emails sent via Userlist have better deliverability in the future.
We won’t charge your card until your trial expires in 14 days, and we’ll send a heads-up notification before it happens. If you would like to learn more about the product first, you’re welcome to book a demo call anytime.
How do you count users for billing?
Userlist uses a high-watermark pricing model: your invoice reflects the peak number of tracked users from the previous billing cycle, not your current user count. The high-watermark then resets at the start of each new billing period, so if your user count drops, the next invoice will reflect the lower peak.
While you’re technically paying up front, the amount is backward-looking. It represents your actual usage during the previous billing period.
We believe this model is fair for everyone. For example, without it, someone could sign up for the Basic plan at $149/month, import 1,000,000 users, send multiple broadcasts to all of them, then delete those users just before renewal, and still pay only $149. The high-watermark model prevents that kind of usage loophole.
If your peak user count has dropped and you’d like to keep it that way going forward, you can delete users you no longer want to track.
When am I billed?
We offer both monthly and annual billing.
On a monthly plan, we charge your card roughly every 30 days, on the same day of the month you originally signed up.
On an annual plan, we charge your card once a year for the base subscription. If your user count grows during the year, we’ll prorate the cost for the remainder of the billing period and charge your card each month to cover the additional usage. If your user count drops, we’ll prorate that too and credit the difference to your account, which reduces your next charge.
Do you offer a startup discount?
Yes. We offer a 50% discount for the first 12 months to early-stage SaaS companies that have raised less than $500,000 in total funding. The discount is available for new accounts only.
To apply, start your free trial and then reach out to us, and we’ll apply the discount to your account.
What currency do you bill in?
All Userlist plans are billed in US Dollars (USD). We don’t currently support billing in other currencies. If your card is issued in a different currency, your bank will convert the charge at their current exchange rate.
Where can I find my invoices?
Each time we charge your card, we’ll email a copy of the invoice to the account owner (the person who originally set up the Userlist account).
You can also download invoices as PDFs at any time from the billing settings page. Scroll to the bottom for the full list of past invoices.
How do I change the billing email or company details on invoices?
Yes. We can change the email address that invoices are sent to, and add a billing address (or other company details) to your invoices. Just email our support team with the changes you’d like, and we’ll update your account.
Please note that these changes only apply to upcoming invoices. We’re unable to modify invoices that have already been issued.
What happens if a payment fails?
If a charge doesn’t go through, we’ll automatically retry the payment a few times over the following days. If it keeps failing, we’ll email you to ask you to update your billing details or get in touch with your bank to resolve the issue.
If the payment still can’t be collected, we’ll temporarily suspend your account. If the issue isn’t resolved within a week, we’ll cancel your subscription and delete the account. You can avoid this by updating your card on the billing settings page or reaching out to support as soon as you spot the problem.
Can I pause my account?
We don’t currently support pausing accounts. If you need to stop sending for a while, your options are to either keep your subscription active (so your data, workflows, and history stay in place), or cancel your subscription. Keep in mind that we’ll delete your account and all of its data shortly after the cancellation takes effect.
If you have a specific situation in mind, reach out to support and we’ll see what we can do.
Need help?
If you have any other billing questions or run into trouble, please reach out to us and we’ll be happy to help.
