Learn more about how you'll be charged and how you can make changes to your account's billing or payment setup.

Billing overview

Privy currently offers four plans: Convert for onsite displays, Email, Text, and the Starter Plan - a discounted bundle of Convert and Email. By default, all accounts start with the Convert plan for onsite displays and 5,000 monthly pageviews, which is sometimes referred to as Privy Free. 

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 Shopify or BigCommerce store. The trial provides access to Privy Convert's entire feature-set with no traffic limitations for 15 days. That means you can install Privy, create and launch targeted onsite campaigns with autoresponders, and capture as much contact information as you want. 

Note: Only the Convert plan is eligible for a 15-day free trial. A paid upgrade is required to send Newsletters, Abandoned Cart emails, Order Follow-Up emails, or Text Messages. 

After 15 days, trials with over 5,000 average monthly page views will need to move to a paid plan to continue using Privy. Check out the My Plan & Billing page in your account to keep track of this metric during 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 5,000 page views per month will transition to Privy's free Convert plan without any disruptions. This subscription tier includes all of Privy Convert's features but reimposes the 5,000 average monthly page view traffic cap. 

Privy Convert

Privy Convert uses a tiered pricing model based on the average pageviews per month that your website receives. After upgrading from the free plan, which includes 5,000 monthly pageviews, Privy will automatically calculate a new average based on the previous three months and adjust your price tier up or down. Check out the My Plan & Billing page in your account to keep track of this metric and review the pricing page for more details on each tier's cost. 

Merchants will receive 7-Days notice before any automatic pricing adjustments, and those on Shopify billing will need to authorize the change. If the change is not authorized, access to campaigns and the campaign builder will be restricted. Learn more. 

Privy Email

Privy Email uses a tiered pricing model based on your number of mailable contacts. 

• For legacy Email users, the base plan is $10/month and includes up to 1,000 mailable contacts. The price increases by $5 for each additional 1,000 mailable contacts.
  
  
• For new Email users, as of August 7, 2020, the base plan is $13/month and includes up to 1,000 mailable contacts. The price increases to $15 for those who have 1,000 to 1,999 mailable contacts, and then by $5 for each additional 1,000 mailable contacts after this.

Check out the My Plan & Billing page in your account to keep track of this metric and review the pricing page for more details on each tier's cost. The team understands that imports aren't always done at the start of each month and automatically adjust your bill accordingly. If your business imports a CSV file mid-cycle, Privy billing is automatically adjusted once the Compliance team has approved the new contacts.

Privy Text

Privy Text 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 Starter Plan (bundle)

The Privy Starter Plan, which bundles the Convert and Email plans, starts at $30/month and is available to merchants with up to 50,000 monthly pageviews. The bundle includes 2,000 mailable contacts and the price increases by $15 a month for each additional 1,000 mailable contacts. For example, a merchant with 3,000 mailable contacts would pay $45 a month for the Starter Plan.

If your account is over 50,000 monthly pageviews, please contact sales to discuss how you might benefit from bundle pricing.

Note: Privy Text is not included in the Starter 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 Convert can be paid for through your Shopify account or via credit card (Visa, MasterCard, American Express, or Discover). Privy Email and Privy Text 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 or bundle plans?

Yes, Privy offers the Starter Plan, which bundles Convert and Email. If you would like 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 Business Settings option, select the My Plan & Billing option from the sidebar, 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 Business Settings option, and then select the Invoices option from the sidebar. If you are billed via Shopify, these invoices will be in their 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 autoscaling work?

When an account reaches the pageview or 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. Privy will email the account owner seven days before an autoscaling update occurs. To double-check or update the account owner, please reach out to billing@privy.com.

Conversely, if the account drops below a previous pageview or 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 Privy Convert plan will not automatically move to the free plan if your page views drop below 5,000 as this would add Privy branding back to your content. 

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?

For customers on just the Convert plan: Shopify separates the base charge of Privy Convert from the additional pricing associated with your particular usage tier. For example, if you average 200,000 page views a month, your subscription would cost $250 a month. The charges reflected in Shopify Billing would be $20 for the base charge and $230 for the additional usage charges.

For customers enrolled in the Starter Plan (Bundle): Shopify separates the Starter Plan's base charge from the additional pricing associated with your particular usage tier. For example, if your Starter Plan moves from $30 to $45, the charges reflected in Shopify Billing would be $30 for the base charge and $15 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

In the event that 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?

In the event that 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.