Guide

The free trial and credits: what happens when they run out

The trial lasts 30 days and includes 300 credits, with no card. What uses credits, where to see your balance, and what happens when they run out or the trial ends.

In the app:: Billing; Open the app
Reviewed on: Reviewed on 6 October 20265 min read

In this article

The free trial lasts 30 days, includes 300 credits and asks for no card. When the credits run out or the trial ends, your agents stop replying, but nothing is deleted and nothing is charged: they reply again as soon as there are credits or you subscribe to a plan.

What the trial includes

It starts when you create the account. Under Billing you can see how many days are left and the date it ends.
Part of the credits can be used at once; the rest when you verify your email. Press the link in the email we sent you when you signed up, which is valid for 48 hours. If you cannot find it, press Resend email in the notice at the top of the app. If you use up the first part without verifying, “Your agents will not reply until you verify your email” appears.
The limits are those of one of the plans. Under Billing › Plans it is marked as “Your trial plan”.
Only the lighter AI models. These are usually the ones in the Economy and Balanced classes. The rest show “Not available during the trial” and unlock when you subscribe to a plan.
One trial per email address. The trial is granted only once to each address.

What a credit is and what uses credits

A credit is the unit that measures AI usage. Every reply from your agent uses credits according to the AI model that writes it: with the recommended model, a reply is usually one credit, and more capable models use more. The figure for each model is under Agents › your agent › Behaviour › AI model. That is the usual cost: a very long reply can use more.

Uses credits:

Every reply from the agent to a customer, on any channel.
Every reply in the Playground tab, because it uses the real agent.
On a WhatsApp number supplied by iAgentify, every message sent, whether the agent or a person writes it. This is usually 2 credits per message, on top of the credits of the reply. Channels shows the figure for your number.

Does not use credits:

Adding, editing or re-indexing knowledge.
Test a question, under Knowledge.
The chat preview in the Widget tab.
Replies written by a person on your team from Conversations, except on a WhatsApp number supplied by iAgentify.
The fixed notice a customer gets when they send a photo, a voice note or a file.
A reply that fails before it is produced.

During the trial, all your credits are trial credits. With a plan, the plan credits renew with every period and are spent first, and purchased credits do not expire: see plans and credits.

Where to see the credits you have left

Where	What you see
At the top, on every screen	The credits available. If few or none are left, it says so with “Running low on credits” or “Out of credits”. Pressing it opens Billing
Overview › Credit balance	The balance, what was used in the last 30 days and, at that pace, in how many days they run out
Billing › Credits	The balance, split into From your plan and Purchased
Usage	The Current balance, the Credits per day, the split By agent, By channel and By AI model, and every reply with what it cost under Usage events

What happens when the credits run out

Your agents stop replying on every channel until there are credits again.

Channel	What your customer sees
Website chat	The notice “This chat is not available right now” instead of the reply
WhatsApp and Instagram	Nothing: they get no automatic reply

Messages are not lost. They are stored under Conversations, and a person on your team can reply by hand without using credits (except on a WhatsApp number supplied by iAgentify).
We warn you beforehand. Owners and admins get the notice “You are running low on credits” when the balance is low and “Out of credits: your agents are paused” when it runs out, in the app and by email according to what they have chosen under Settings › Notifications. The app also shows “Your agents are paused: there are no credits left.”
Out of credits does not always mean zero. A balance of a few credits that no longer covers one reply of your agent’s model also counts as out of credits.
When there are credits again, the agent answers new messages. The ones that arrived in the meantime stay unanswered: go through them under Conversations.

What happens when the trial ends

A few days before, owners and admins get the notice “Your free trial is about to end”. On the day it ends:

Your agents stop replying on every channel, the same as when the credits run out. The app shows “Your trial has ended and your agents have stopped replying” and Billing says “Trial ended”.
Nothing is deleted. Your agents, their knowledge and your conversations are still there.
Nothing is charged automatically. No charge is made until you subscribe to a plan.
Trial credits you have not used are removed. Extra credits you have bought are kept, although the agent cannot use them until a plan is active.

How to get going again

Situation	What to do
The credits have run out and the trial is still running	Buy extra credits under Billing › Extra credits, or subscribe to a plan. When you subscribe, any trial credits left are replaced by the plan’s credits
The trial has ended	Subscribe to a plan under Billing › Plans. Your agents reply again as soon as the plan is active

Only the Owner of the account can subscribe to a plan or buy credits. The steps are in subscribe to a plan and buy extra credits.

If you have credits and a plan or a running trial and your agent still does not reply, the cause is something else: check your agent is not replying.