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Plans and billing

SupportWunder bills per resolved case, not per draft written or message sent. This page explains what that means in practice and what each plan includes.

What counts as a resolution

A request counts toward your monthly usage once it's marked resolved and the reply that resolved it was one the assistant drafted and that actually went out (sent by you or delivered through auto-send). A case you or a teammate answered entirely by hand, with no assistant-drafted reply involved, is never billed. Only work the assistant actually did counts.

The same resolved request is never counted twice. If the customer later brings a new request into the same conversation and it's resolved with a new assistant reply, it can count as another case, even within the same billing period.

This is deliberately different from paying per draft or per message: a long back-and-forth that ends in one resolved case costs the same as a short one. You're billed for outcomes, not chat volume.

Why we bill per resolved case

Charging per resolved case is a deliberate choice to line our incentives up with yours. We don't earn per message, per seat, or per AI draft. Only when a customer conversation is actually resolved. So SupportWunder does well only when it genuinely does the work for you: the more it automates and the more time it saves your team, the more value you get for the same resolved case. We're not rewarded for keeping you busy or sending more messages. We're rewarded for closing cases and saving you time, which is exactly what you want too.

Plans

No credit card is needed for the free plan, and every paid plan can also be billed yearly at a discount instead of monthly.

Once you've used your included resolutions for the period and have no prepaid credits left, the assistant stops drafting new replies for your account until you buy a credit pack or upgrade. There's no automatic overage billing that keeps charging you per case beyond your plan. Existing conversations aren't affected; you (and any teammates) can still reply by hand at any time.

Channels

The Free plan includes one channel: an IMAP mailbox, a Telegram bot or the website chat. On every paid plan, IMAP mailboxes, Telegram bots and the website chat are unlimited. Hosted accounts (Gmail, WhatsApp and personal Telegram accounts) are available on every paid plan; they run through an external partner and are capped per plan (3 on Solo, 5 on Team, 10 on Business). If you need more, move up to the next plan. Team members are free on every plan.

Prepaid credit packs

If you're going to go over your included allotment for a period, you can buy a prepaid pack of extra resolved cases instead of upgrading outright. Packs come in three sizes (50, 200, and 1,000 resolved cases) and the price is a flat €1.00 per resolved case on every plan. Credits are drawn down automatically once your included allotment for the period runs out. Purchased credits roll over and never expire. They're only consumed when you actually need them.

Credit packs are available on paid plans. The free plan doesn't have packs to buy. Once its included resolutions run out for the month, upgrading is the way to keep the assistant drafting.

AI assistance allowance

Besides resolved cases, each plan includes a monthly allowance for Write it out in the reply box, which turns your notes into a finished reply. The allowance is as large as your plan's included resolved cases, resets with your billing period, and isn't extended by credit packs. Once it's used up, you can still write and send replies yourself.

What is NOT limited

Your knowledge base can be as large as you like on every plan: there is no limit on entries, documents or imported pages, the free plan included. See Building your knowledge base.

Upgrading and managing billing

From your billing settings, an owner can change plans, buy a credit pack, or open the billing portal to update payment details, view invoices, or cancel, all self-serve. Only an organisation's owner can make these changes; editors and agents can see plan and usage information but can't alter billing.

Payment methods

Payments are processed securely by our billing provider, Creem, which acts as the merchant of record. You can pay by credit or debit card, as well as Apple Pay and Google Pay. The exact options shown at checkout can vary by country and device, and new methods are added over time. You don't need to enter any payment details to start on the free plan. Only when you upgrade or buy a credit pack.