Learn how you'll be charged and how you can change your account's billing or payment setup.
- There is no immediate impact on paid accounts created and billed before these changes went into effect, such as those on Convert-only or Email-only plans. These "grandfathered" accounts are subject to their previous pricing model until further notice.
- Free accounts created before these changes went into effect are not grandfathered into any previous plans or pricing models. On May 13, 2021, the limits on existing and future Privy Free accounts changed from traffic-based (e.g., pageviews) to contact-based.
Billing overview
Privy currently offers a trial, a Text (SMS) plan, and the Email + Conversion plan - a combination of the Convert and Email products. Each of these plans is managed separately. To add, remove, or change the limits of one of the plans outlined below, please review the Account Management | FAQ guide.
Privy's Free Trial
You can start a free trial by creating an account or adding the Privy app to your BigCommerce, Shopify, or Wix store. The trial provides access to:
- Privy Convert with no feature or traffic limitations for 15 days.
- Privy Email with some email type restrictions and a 100 send limit per day for 15 days.
That means you can install Privy, launch targeted campaigns with automated after signup messages, capture as much contact information as you want, and start nurturing those relationships via email.
Note: Only a combined Email + Conversion trial is available. A paid upgrade is required to access Privy's email tools without feature limits or send text messages via Privy Text (SMS). Either upgrade ends the free trial experience at this time.
What happens when the trial ends?
Privy Convert: After 15 days, trial accounts with over 100 mailable contacts will need to move to a paid plan to continue using Privy's Convert product. Check out the My Plan & Billing page in your account to keep track of this metric following the trial period. Should you choose not to upgrade, your active Privy campaigns will be paused and will not be shown to any of your website visitors. A subsequent upgrade will automatically re-enable the paused campaigns.
Trials under 100 mailable contacts will transition to Privy's free Convert plan without any disruptions. This subscription tier includes all of Privy Convert's features as long as you remain below the 100 mailable contact limit. It also adds Privy branding below your Convert campaigns.
Privy Email: After 15 days, trials will need to move to a paid plan to continue using Privy Email. This upgrade also removes the trial's feature limitations, allowing you to send more than 100 emails per day, schedule emails, and enable welcome series for your campaigns.
Privy Text (SMS)
Privy Text (SMS) uses a tiered pricing model based on your number of textable contacts. The base plan is $10/month and includes 100 textable contacts. The price increases by $10 for each additional 100 textable contacts. Additionally, there is a cap on the number of texts you can send or receive per month that is equal to 6X your billable contact tier. For example, for $10 a month, you can text 100 contacts with a texting cap of 600 messages.
Check out the My Plan & Billing page in your account to keep track of these metrics and review the pricing page for more details on each tier's cost.
Privy Email + Conversion
The Privy Email + Conversion Plan, which bundles the Convert and Email products, starts at $15/month. The baseline plan includes up to 250 contacts. After 250 contacts, the Email + Conversion plan costs $30/month for up to 2,000 contacts. After 2,000 contacts, pricing increases by $15/month per 1,000 contacts. For example, a merchant with 3,000 contacts would pay $45 a month for the Email + Conversion plan.
If your contact list is over 20,000 contacts, please connect with a Privy e-commerce coach to discuss how you will pay less per contact with Privy's price scaling.
Note: Privy Text (SMS) is not included in the Email + Conversion plan and requires an additional fee.
Billing FAQ
Find answers to common questions about the billing process for your account.
What currency does Privy use for billing?
Privy bills customers in United States Dollars (USD).
How can I pay for Privy?
Privy Email + Conversion can be paid for through your Shopify account or via credit card (Visa, MasterCard, American Express, or Discover). Privy Text (SMS) can only be paid for via credit card.
Credit card payments are processed using Stripe. For more information about the strict security measures that Stripe uses, please see the Stripe Security Page.
Does Privy offer annual plans?
Yes. To learn more about annual plans, please contact the Sales Team using this form.
How can I update my payment information?
In your Privy account, click your account name in the top right corner, select the Plans and Pricing option from the dropdown menu, and scroll down to Payment method.
How do I access my invoices?
In your Privy account, click your account name in the top right corner, select the Plans and Pricing option from the dropdown menu, and scroll down to Invoices. Here you'll find your last 12 invoices with credit card billing. If you need older invoices, please email billing@privy.com and request them.
Note: If you are billed via Shopify, your invoices will be on the Shopify platform.
When will I be charged?
Shopify: Payments processed via Shopify will be included in your next Shopify bill.
Credit Card: Payments processed via credit card will charge immediately and automatically start a monthly billing cycle. For example, if your first payment was on March 1st, your next will be on April 1st and the 1st of every month going forward. This billing cycle will continue until the plan is changed (e.g., Promotion) or canceled.
Note: These guidelines do not apply to accounts on annual or bundled plans. The payment schedule for those plans will be specified in your agreement.
How does contact autoscaling work?
Privy bills you based on the highest number of mailable/textable contacts in your account for each billing cycle. If an account reaches the contact limit of one of its Privy plans, you'll automatically be upgraded to the next tier, which will be reflected in your next billing cycle. To double-check or update the account owner, please reach out to billing@privy.com.
Conversely, if the account drops below a previous contact limit, you'll automatically be moved to a lower tier. No notification is sent, and no action is required from the account owner.
Note: A paid Email + Conversion plan will not automatically move to the free plan if you drop below 100 mailable contacts, as this would add various restrictions to your account and add Privy branding back to your campaigns.
How do I cancel?
To make changes to your Privy plans, check out this resource. If you choose to cancel a plan mid-cycle, you will lose access to any paid features associated with that plan immediately.
My Shopify bill has two charges. Why?
Shopify separates the base charge of a plan from the additional pricing associated with your particular usage tier. For example, if your Email + Conversion plan moves from $15 to $45, the charges reflected in Shopify Billing would be $15 for the base charge and $30 for the additional usage charges.
Refund policy
The billing team reviews all refund requests on a case-by-case basis. A transaction is refund-eligible for 14 days, with the review period starting on the initial charge date. Specific instances where a refund is not required or will not be issued include:
Upgrades or Downgrades
If you decide to switch plans midcycle, a refund is not required. For example, if you switch from a $20 per month plan to a $70 per month plan, you will not be double billed. You will only be charged the difference ($50). Similarly, if you downgrade from a higher-priced plan to a lower-priced plan, the difference in funds will be prorated and applied to future months.
Account Inactivity
Privy is not automatically canceled if the account isn't being used or is uninstalled from your website/storefront. If Privy no longer meets your business' needs, please cancel the desired individual plan or close the account entirely to avoid additional charges. Failure to close your account properly will not result in a refund.
Annual Billing
Annual billing provides customers with a discount by requiring an upfront payment. Due to the nature of this discount, Privy cannot extend refunds to subscriptions on annual billing.
Promotional Rates
Privy does not offer refunds on plans that are receiving a promotional discount. Additionally, the discounted rate only applies to the plan that is currently active. If the plan is upgraded to a more expensive plan, the promotion will no longer apply.
Accidental Upgrades
Privy has designed the upgrade path to include several steps, where a plan's pricing is clearly listed and where multiple actions must be taken to confirm the purchase decision. With this in mind, Privy does not offer a refund for a plan that was upgraded by following these steps. Please cancel the desired individual subscription or close the account entirely to avoid additional charges.
Acceptable Use Policy
If you engage in any of the activities listed in the Acceptable Use Policy, Privy reserves the right to terminate your access to or use of the Privy service, disable your Privy account or access to the Privy Service, and remove all or a portion of your content, in each case at any time, with or without notice and without refund. Privy may also report your activity to the applicable legal authorities or third parties for abuse or fraud prevention.
Refund FAQ
I'm Shopify billed. Can you refund me?
If you are a Shopify billed account, the Privy Team is happy to assist you with a refund request, but ultimately this will need to be processed by Shopify's Financial Team. If approved by Privy, a Privy representative will gladly reach out to Shopify on your behalf.
How long until I see my refund?
Approved refunds can take 5-10 business days to reflect on your bank statement or Shopify account.
Additional Questions
Billing support is available via email, between 9 am to 5 pm EST (excluding weekends and holidays) at billing@privy.com. You may also leave a voicemail at (240) 453-4282, and the team will return your call during regular business hours. Please note that this phone number is only for billing purposes. All other inquiries should be directed to Privy's Support team at support@privy.com or via live chat.