Billing

Plans, credits, add-ons, payment and invoices, and what stops when credits run out.

Open Settings → Billing. Only admins and owners see it. A member who opens the address directly gets “Only admins and owners can manage billing.” See Roles.

Section	Shows
Credits	The balance available now, split by kind, and Add credits
This period	Paid plans. What the current billing period has used
Plan	The three plans, with Upgrade, Downgrade and Cancel plan
Add-ons	Paid plans. Site, Show Median branding and API limits
Payment	The card on file and the billing contact
Recent usage	The five latest charges
Invoices	Every invoice, newest first

Plans

	Explore	Standard	Pro
Price	Free	$29 a month	$59 a month
Monthly credits	None	$29	$59
AI replies, email and website imports	No	Yes	Yes
Site	No	$10 a month add-on	Included
Remove “Powered by Median”	No	No	Yes
API reads a minute	120	6,000	12,000
API writes a minute	30	1,200	2,400
API uploads a minute	5	300	600
Add-ons and Add credits	No	Yes	Yes

A new organization starts on Explore.
1 credit is $1. Credits pay for AI requests, emails sent and pages scraped.
Bursts, and how requests are counted, are in Rate limits.

What needs a paid plan

Feature	Needs	Without it
Agent replies to customers	Standard or Pro	The first visitor message in a conversation gets “I’ve asked a teammate to step in. Someone will be with you shortly.” The conversation moves to Needs a person. Later messages in it get no agent reply, and Resume agent is unavailable
Knowledge indexing for documents, uploads and connected sources	Standard or Pro	Documents show Failed with “Indexing is paused. Check available credits or try again later.”
The assistant, and asking questions in the command palette and the explorer	Standard or Pro	“Available on Standard and Pro.” The palette labels its assistant rows Paid plan
Customer insights, agent drafts in Reach out, and sorting Knowledge into folders	Standard or Pro	“Available on Standard and Pro.”
The AI switches on Agent → Behavior	Standard or Pro	They cannot be turned on. Ask for an email and Preview replies still work
Sending email. This covers replies in email conversations, outreach by email, handoff emails to your team, and emailed copies of widget replies	Standard or Pro	Email conversations show “Available on Standard and Pro.” and cannot be answered
Website imports	Standard or Pro	The import form is disabled, with “Available on Standard and Pro.”
Site	The Site add-on on Standard, or Pro	Site requires a paid plan
Hiding “Powered by Median”	Pro	Needs Pro

Admins and owners see View plans after the notice. Members see “Ask an owner or admin to upgrade.”
The inbox, your team’s replies in the widget, Discord and Slack, and the API work on every plan.
Background work and API calls refused for the plan fail with “This needs the Standard or Pro plan.” or “This feature requires an eligible paid plan.”

Credits

The large number on the Credits card is everything available now. The bar under it splits that by kind.

Kind	Comes from	Expires
Monthly	Your plan. $29 on Standard, $59 on Pro	Resets to the full amount at each renewal. Unused monthly credits do not carry over. The line reads Resets and a date, or Ends and a date after you cancel
Purchased	Add credits	Never. They stay on the account after you cancel
Other	Adjustments made by Median. Labelled Balance adjustments	Set by Median

Monthly credits are spent first, then purchased credits.
The bare part of the bar is the monthly credits used this period.
On Explore the card reads “Monthly credits come with Standard and Pro.”
Credits held on Explore cannot pay for paid features. The card reads “Paid features need Standard or Pro.”

Add credits

Pick an amount

Press Add credits on the Credits card. Pick $10, $25, $50 or $100, or type any whole-dollar amount from $5 to $10,000.

Review

Press Continue. Review purchase lists Credits added, New balance, Includes tax when tax applies, and Due today.

Pay

Press Pay with the total. If Stripe needs a card or a confirmation, its checkout opens in the same tab and returns you to Billing.

While purchases are paused, Add credits is greyed out with Purchases are paused right now on hover.

Message	Cause
Whole dollars only	The amount has cents
This quote expired. Go back and try again.	The review is more than 10 minutes old
Credit purchases need a Standard or Pro plan.	The organization is on Explore
Add credits is greyed out, with “Purchases are paused right now” on hover	Median has paused purchases. Try again later
Processing payment	The payment is not confirmed yet. “Access updates once payment is confirmed.”

This period

Paid plans only.

Line	Shows
Headline	Credits charged this billing period, as “$4.12 used”
Renews	The renewal date and the days left. Ends after you cancel
AI	Requests. Hover for input and output tokens
Email	Emails sent
Scraping	Pages scraped
View in Analytics	Opens Analytics

Add-ons

Paid plans only. Explore has no Add-ons section.

Row	On Standard	On Pro
Site	$10 a month. Add	Included
Show Median branding	Needs Pro	A switch. Off hides “Powered by Median” in the widget, the feedback panel, the contact form and email replies
API limits	Upgrade for $10 a month raises them to 12,000 reads, 2,400 writes and 600 uploads a minute	Upgrade for $5 a month raises them to 24,000 reads, 4,800 writes and 1,200 uploads a minute
Unlimited API	$150 a month	$150 a month

The API limits row shows the limits in force now.
Unlimited API sits under Need more capacity?. Press Review Unlimited API. It has no fixed limit and fair use applies. Runaway retries, abusive automation or traffic that affects reliability may be limited for a while.
One API add-on at a time. Adding one replaces the other.
Email replies keep their “Powered by Median” footer on every plan.
An add-on Median granted shows Granted and has no button.

Change or cancel your plan

Change	Press	Takes effect	Also
Explore to Standard or Pro	Upgrade	Now	A full month of credits arrives at once
Standard to Pro	Upgrade	Now, prorated	Credits for the unused part of the $30 difference arrive at once. The Site and Standard API add-ons are removed, since Pro includes them
Pro to Standard	Downgrade	At renewal	The help site and branding removal end then. The Pro API add-on is removed
Add an add-on	Add or Upgrade	Now
Remove an add-on	Remove	At renewal	Removing an API add-on drops the limits back to the plan’s own
Cancel	Cancel plan	At renewal	AI replies, email and website imports stop. Add-ons end with the plan

Every change opens a review first.

Line	Shows
Credits added	Credits that arrive with the change
Then	The new monthly total
Starts	Today, or the renewal date
Includes tax	Tax inside the total, when there is any
Due today	What is charged now. Left out when a downgrade to Standard charges nothing
Ends	Shown alone when you cancel the plan or remove an add-on, with the date it stops

Confirm with Pay and the total, or Confirm when nothing is due.
Cancelling uses Cancel plan, and Keep plan backs out. The dialog says “Nothing is deleted. Purchased credits stay on your account.”
A quote lasts 10 minutes. After that the dialog says “This quote expired. Close and try again.”
A change that waits for renewal leaves a note under its section, such as “Your plan ends on Oct 8”.
The line under the plan cards reads, for example, “$39.00 a month in total. Renews Oct 8.” After you cancel it reads “Your plan ends on Oct 8.” and the current plan’s badge reads Ends Oct 8.
A plan Median granted shows Granted and “Median manages this plan.” It has no buttons. Ask Median support to change it.

The Payment row shows the card brand, the last four digits and Expires with the month and year. Manage opens Stripe’s billing portal. Without a card the row reads “No payment method yet” with Add card. The billing contact and address sit under it.

Alert at the top of the page	Do
Your last payment failed	Press Update payment and change the card
Purchases are paused right now	Buying is disabled until Median resumes purchases. Cancel plan, removing an add-on, Manage and Update payment still work

Invoices lists 10 at a time, with More invoices for the rest. Each row has the date, a status, the amount, and a link that opens the invoice.

Status	Means
Paid	Paid in full
Due	Issued and not paid yet
Failed	Could not be collected
Refunded	Paid, then refunded
Disputed	Paid, then disputed

Usage

Recent usage lists the five latest charges, such as an agent reply with its tokens and cost, an email, or a page read. Press a row for its details. View all opens Logs with Usage on. Daily totals are on Analytics.

When credits run out

At $0 on a paid plan the Credits card reads “No credits left. Paid work is paused until you add more.”

Work	What happens
Agent replies	The visitor sees “I’ve asked a teammate to step in. Someone will be with you shortly.” The conversation moves to Needs a person. Under the reply, The agent run failed opens to Why it failed
Knowledge indexing	New and changed documents show Failed with “Indexing is paused. Check available credits or try again later.”
Email	Replies in email conversations, outreach by email and handoff emails do not send. A failed reply leaves a line in the thread starting “The reply could not be emailed:”
Website imports	A new import stops with the out of credits message. An import that starts only scrapes as many pages as the balance covers
The assistant and every other AI feature	Refused with “Your organization is out of credits. Add more in Settings, Billing.”

Your team’s replies in the widget, Discord and Slack keep working, and so does the API.
Logs records Out of credits at most once an hour, with “AI stopped”, “Email stopped” or “Page scraping stopped”. A refusal because the plan doesn’t include the feature, such as AI on Explore, is Plan needed instead.
Paid work resumes once added credits are confirmed. Documents that failed stay failed. Open each one and press Try again.

API and CLI

Purchases, plan changes and the payment method stay in the dashboard. Reading works from the API and the CLI.

median billing overview   # plan, credits and this period. Admins and owners
median billing invoices   # admins and owners
median billing usage      # any member
median billing limits     # the API tier and limits. Any member

The REST routes are GET /v1/billing/overview, /v1/billing/invoices, /v1/billing/usage and /v1/billing/limits. See the CLI reference and the management API.