# Billing FAQ

<details>

<summary>Do you offer annual pricing?</summary>

Yes, starting in April 2024, you are able to subscribe to an annual plan, which offers a 20% discount over the monthly subscription.

The organization owner can switch anytime in **Settings** > **Billing**.

Visit our [pricing](https://missiveapp.com/pricing) page to learn more.

</details>

<details>

<summary>Can I pay for multiple years in advance?</summary>

No, Missive only accepts payment month-to-month or for 12 months in advance on the yearly plan. You cannot prepay for multiple years at once.

</details>

<details>

<summary>Do I need to pay for multiple organizations?</summary>

Pricing is per organization, but you may not need multiple organizations.

**Organizations** are siloed: conversations can only be shared with members of a single organization. This is useful for owners of multiple companies who don't need to share information across them. A user can still be part of multiple organizations.

**Teams** exist within an organization and map to departments or business units (Sales, HR, Support, etc.). Teams let you share inboxes, canned responses, and conversations across "business units" where information sharing is expected.

If you need multiple organizations with different employees and want all of them on a paid plan, each organization requires its own subscription.

</details>

<details>

<summary>Can I prepay for users?</summary>

Yes, you can prepay for additional users if you plan to add more members to your organization within the next month. This is to avoid being billed separately for them.

This option is only available for users signing up for a yearly paid plan for the first time. You will see a screen like this one:

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-159c6d779bab578a10c58ab1a52552ea3e24efd3%2Ffaq-prepaid-seats.png?alt=media" alt="Image showing prepaid seats window" width="512"><figcaption></figcaption></figure></div>

</details>

<details>

<summary>Can I pay with PayPal?</summary>

We do not accept PayPal payments. We accept Visa, MasterCard, American Express, Discover and JCB cards at the moment.

</details>

<details>

<summary>Can I use Missive for free?</summary>

Yes, you can. The free plan is limited to:

* 3 users
* 15-day history
* 2 shared accounts maximum for the organization

{% hint style="info" %}
For new accounts, a 30-day trial of Rules and Integrations will be offered.
{% endhint %}

</details>

<details>

<summary>How does the history limitation work?</summary>

All plans, except the free plan, currently include full access to your history. If you are on the free plan or a legacy plan, you may encounter limitations on your history.

Messages and chat comments that exceed your plan's history limit will be hidden from the interface and replaced with a prompt to upgrade. Rest assured, nothing is deleted from Missive; your complete email history remains accessible through Gmail, Office 365, or IMAP. This policy also applies to Instagram DMs, Facebook Messenger conversations, SMS, and other communication channels.

</details>

<details>

<summary>Is there a storage limit for emails in Missive?</summary>

No. Missive is an email client, not an email provider. There are no storage limits imposed by Missive.

Any storage limits you encounter are set by your email provider (Gmail, Office 365, etc.), not Missive.

{% hint style="info" %}
The Free plan limits email history to 15 days. All paid plans (Starter, Productive, and Business) include unlimited history.
{% endhint %}

</details>

<details>

<summary>My organization is tax-exempt. Can I get US sales tax removed from my invoices?</summary>

Missive collects sales tax in certain US states (currently New York, Ohio, and Maryland). If your organization is tax-exempt in one of these states -- for example, a non-profit, educational institution, or government entity -- contact us at <support@missiveapp.com>.

Provide your state-issued exemption certificate. For New York, this is Form ST-119.1 (Exempt Organization Certificate) along with your six-digit NYS sales tax exemption number. Other states have their own equivalent forms.

Once we verify your exemption, we'll update your account so future invoices won't include sales tax. If you were previously charged tax, we'll refund or credit those amounts.

</details>

<details>

<summary>Can my invoice include a VAT number or Tax ID?</summary>

Yes. Go to **Settings** > **Billing**, click **Change billing info**, and use the **Tax ID field** to enter your VAT number.

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-0ca09c953b43056204463800144409f00b42b078%2Ffaq-billing-info.png?alt=media" alt="Image showing the billing infos" width="430"><figcaption></figcaption></figure></div>

</details>

<details>

<summary>Do you charge in C$ for Canadian customers? 🇨🇦</summary>

No, although we are a Canadian company all our prices are in US$.

</details>

<details>

<summary>Is there a free trial?</summary>

Yes. You can try Missive without a credit card on the free plan. The free plan includes all features but with the following limitations:

* 3 users
* 15-day history
* 2 shared accounts maximum for the organization

To trial Missive with more than 3 users, full history, or more than 2 shared accounts, subscribe to a paid plan on a monthly basis.

If you aren't satisfied, contact us within 30 days, and we will refund your first payment, no questions asked.

{% hint style="warning" %}
Upgrading must be done on a computer; it is not available on mobile.
{% endhint %}

</details>

<details>

<summary>How can I test Missive with more than 3 users?</summary>

The Free plan is limited to 3 users and cannot be extended, even for trial purposes.

To evaluate Missive with a larger team (4+ users), subscribe to a paid plan on a monthly basis. If it's not the right fit, contact us within 30 days for a full refund of your first payment, no questions asked.

This gives you time to test integrations, workflows, and features with your entire team before committing long-term.

</details>

<details>

<summary>Do you offer student pricing or discounts?</summary>

We don't offer discounts at this time. As a small, bootstrapped company, we keep pricing simple and consistent for everyone, including students, nonprofits, schools, and businesses.

</details>

<details>

<summary>How can I cancel my subscription?</summary>

Go to **Settings** > **Billing** and click **Cancel subscription**. Your account remains active until the end of your current billing period.

To completely delete your Missive account, go to **Settings** > **Login & Security** and click **Delete account** at the bottom.

{% hint style="warning" %}
If you own an organization, you must delete it first in **Settings** > **Organizations**.
{% endhint %}

</details>

<details>

<summary>How do I delete my account and all my data?</summary>

To fully delete your Missive account and all associated data, follow these steps in order:

1. Go to **Settings** > **Accounts** and delete each connected account (email, SMS, etc.) using **Delete account**.
2. Go to **Settings** > **Calendars** and delete each connected calendar account using **Delete account**.
3. Go to **Settings** > **Integrations** and delete each integration (Asana, Todoist, etc.) using **Delete integration**.
4. If you own an organization, go to **Settings** > **Organizations** and delete it using **Delete organization**. If you are not the owner, ask an admin to remove you via **Organizations** > **Members**.
5. Go to **Settings** > **Login & Security**. You may need to enter your password or confirm your identity with Google or Apple.
6. Scroll down to **Delete account** and click **Delete**.
7. Confirm by clicking **Delete** in the confirmation dialog.

This process is compliant with Art. 17 GDPR (Right to erasure).

{% hint style="info" %}
If you only want to stop paying but keep access to Missive, go to **Settings** > **Billing** and switch to the Free plan instead.
{% endhint %}

</details>

<details>

<summary>How do I cancel my free trial?</summary>

If you're on the free trial and haven't upgraded to a paid plan, no action is needed. Your trial will expire automatically, and you won't be charged.

To verify there's no active subscription, go to **Settings** > **Billing** on a computer and confirm there's no active subscription listed. If one appears, click **Cancel subscription**.

</details>

<details>

<summary>How can I update my billing information?</summary>

Updating billing details must be done by the organization owner on a desktop computer (it's not available on mobile).

Go to **Settings** > **Billing** and click **Change billing info**.

</details>

<details>

<summary>How many personal accounts can I import?</summary>

All paid plans include **10 personal accounts** (email, SMS, Messenger, etc). The Free plan allows 2 personal accounts.

**Can I add more than 10?**

You can still add more than 10 accounts, but they must be added as **shared accounts** and will be billed according to [our pricing](https://missiveapp.com/pricing).

Workaround: create a team with only yourself, then connect accounts as team inboxes. Go to **Settings** > **Teams**, create a solo team, then when adding an account, select **Team Inbox** and pick that team.

</details>

<details>

<summary>How many shared accounts can I connect?</summary>

Each user in your organization contributes 5 shared accounts to the total pool. For example, an organization with 10 users can connect 50 shared accounts at no extra charge (10 users × 5 shared accounts each).

**Need more shared accounts?**

If your organization needs more shared accounts than what's included, there's an additional charge of **$15 per month for every 5 shared accounts** beyond the pool.

Example for an organization with 10 users:

* 1 to 50 shared accounts: included
* 51 to 55 shared accounts: +$15/month
* 56 to 60 shared accounts: +$30/month
* 61 to 65 shared accounts: +$45/month

This charge is added to your monthly bill and applies to the entire organization, not per user.

</details>

<details>

<summary>How to upgrade to a paid plan?</summary>

You must be the organization owner. Go to **Settings** > **Billing** and choose your subscription plan.

{% hint style="warning" %}
Upgrading must be done on a computer; it is not available on mobile.
{% endhint %}

</details>

<details>

<summary>Is there a commitment or yearly contract?</summary>

If you've subscribed to a monthly subscription, you can cancel it at any time without any commitment. Since it's a month-to-month subscription, you have the flexibility to opt out whenever you choose.

However, please note that if you opt for the yearly subscription, cancellations and refunds are not available.

</details>

<details>

<summary>Where can I view my invoices?</summary>

Go to **Settings** > **Billing** and click **Invoices**.

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-71b02a74ea53a6d55932570975c8d295acfff9d1%2Ffaq-invoices.png?alt=media" alt="Image showing where to view your invoices"><figcaption></figcaption></figure></div>

</details>

<details>

<summary>Will existing customers be exempted from price raises?</summary>

For the most part, yes. We may raise prices from time to time and generally do not increase the price of existing seats in paid organizations.

However, we do reserve the right to increase prices for existing seats on rare occasions, generally in line with or under global inflation numbers.

{% hint style="info" %}
We will always give you at least 30 days notice before any price increase.
{% endhint %}

</details>

<details>

<summary>How does the end-of-month Stripe charge breakdown work?</summary>

Missive's subscription system is designed to charge you on the same day each month based on your original subscription date. However, if a month doesn't have that specific date (for example, the 31st), the charge will occur on the last day of that month instead. So if your billing date is set for the 31st, you'll be charged on the 30th in months with only 30 days, or on the 28th/29th in February.

</details>

<details>

<summary>How are user additions and removals billed on an annual plan?</summary>

If you subscribe to the annual plan and:

* **Add a User**: You will be charged immediately for the prorated cost of the new user for the remaining months of your subscription. For example, if you have 11 months left on your yearly subscription and are on the Productive plan at $30/user/month, the charge will be calculated as follows: 30 x 11 - 20% = $264.
* **Remove a User**: You will not receive a refund for the removed user. If you decrease from 10 users to 9 users, you will still be considered as paying for 10 users for the entire 12 months. If you later add a user back within the same billing cycle, you will not be charged extra since you initially subscribed for 10 users.

</details>

<details>

<summary>Why can't I upgrade my account without upgrading my entire organization?</summary>

Billing is per organization, so you cannot upgrade your account without upgrading the rest of your organization.

</details>

<details>

<summary>Are yearly plan payments refundable?</summary>

Unfortunately, we do not offer refunds for yearly plans. We explicitly inform you of this when you select the yearly plan.

</details>

<details>

<summary>How can I switch to the yearly plan?</summary>

Go to **Settings** > **Billing** and click **Yearly** in the top-right corner of the **Plans** section.

</details>


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