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Intercom pricing FAQs
Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a month ago

This article refers to our new pricing plans. For information about one of our legacy plans, please log in to view these articles instead, or contact us through the Messenger.

Pricing overview

How does Intercom pricing work?

Intercom offers three plans (Essential, Advanced, Expert), which all give you access to the Intercom platform. Access to Intercom requires a seat.

Every plan includes Intercom’s Fin AI Agent, Fin AI Copilot, and some Proactive Support channels which are subject to additional usage charges.

You can also purchase the Proactive Support Plus add-on and Fin AI Copilot unlimited usage with any plan.

Do I have to sign up with a contract?

No, all plans offer a yearly subscription and you can also choose to pay monthly on the Essential and Advanced plans. If you'd prefer to have a contract, this can be arranged with our Sales team.

Can I create my own customized package?

You can choose your core plan, your number of seats, and if you want any add-ons. You can also choose whether to use Fin, Email, WhatsApp, Phone, and SMS. You cannot add something from one plan to another nor remove something from a plan.

What’s the minimum I have to buy to use Intercom?

All our plans require the purchase of only a single seat to get started. Unless you have a contracted subscription, all usage is pay-as-you-go and you only pay for what you use. So it's easy to get started and grow with us over time.


Seats

What is a seat

Seats provide access to Intercom’s products and features within your chosen plan. Each teammate using Intercom must have a designated seat assigned to them.

  • Lite seats provide limited access to Intercom to support cross-functional collaboration. A set number of Lite seats are included without additional charge only on the Advanced and Expert plans.

How can I change my plan or number of seats?

Customers on pay monthly/yearly subscriptions can easily manage their plan, seats, and add-ons from their Intercom workspace. Customers on contracts need to contact their Account Manager to make a change.

To get access to Premier Support, Premier Onboarding, and Custom API rate limits, you'll need to talk to Sales and sign a contract.

Does a lite seat include access to Proactive Support?

A lite seat grants access to Proactive Support settings, but not the ability to create content or set it live (outbound messages and Series). A full seat is needed in order to create and manage Proactive Support content.

Does a lite seat include access to Fin AI Copilot?

No, a lite seat can't use Fin AI Copilot (included or unlimited usage).


Payments

What payment methods do you accept?

We accept all major credit cards for online payment as well as Apple Pay / Google Pay. Invoices cannot be paid via debit cards, pre-paid card, PayPal or similar services.

Customers on a contract are given the option of ACH transfers and credit card payments. If you have a contracted subscription, your contract will show the agreed payment method e.g. credit card, ACH or wire transfer.

Are there any additional usage charges?

In addition to seats and add-ons, you only pay for what you use. See a pricing breakdown for usage-based channels and Fin AI Agent resolutions.

Use our intuitive Pricing Calculator to effortlessly project your expenses and gain clarity on how Intercom fits within your budget.

Do you offer discounts for startups?

Yes, Intercom offers an Early Stage program for startups.

Can I pay in my local currency?

Intercom is billed in United States Dollars (USD) only. This applies across our whole platform, including seat pricing, additional usage charges, add-ons, and Premier Services. We currently can't bill in any other currencies.

What should I do if my account has been restricted due to non-payment of invoices?

We will retry payment on invoices once every 7 days for a total of four times. If a payment fails four times in a row the account will then be frozen. In order to resume access on the account, payment will need to be made.

Payment can be made by following the link for payment on the invoice or under Settings > Workspace > Billing > Invoices using the Pay Now button.

Once payment is made the account access will be resumed. You may have to hard refresh to see service resumed on your workspace.


Free trials

How does the free trial work?

Intercom’s free trial requires no credit card to sign up. During the 14-day trial, you’ll have access to your chosen plan, as well as Proactive Support Plus and Fin AI Copilot unlimited usage. After the free trial period, simply select a plan and add your credit card details to continue using Intercom.

Do I need to enter my credit card details to sign up?

No! You do not need to enter any payment details to start a free trial with Intercom and there are no setup fees. A card is only required to continue using Intercom after your free trial.

What happens at the end of my free trial?

You will no longer be able to use Intercom until you choose your plan and provide a payment method or talk to our Sales team.

Can I start a free trial of Fin?

Yes, all customers can start a free trial of Fin AI Agent at any time (even after your initial 14-day trial of Intercom has ended). To start a free trial, head to Fin AI Agent > Overview or talk to our team. You won't be charged for Fin usage or resolutions during the trial period.

Can I trial Fin again after my free trial has ended?

You can request to trial Fin again—or extend your free trial period—by contacting us in the Messenger.


Subscriptions

Does Intercom offer a free plan?

Intercom does not offer a free plan. However, there is an Early Stage program which provides a significant discount to eligible startups.

To qualify for the Early Stage program, startups must be up to $1M in funding, less than 2 years old, and have fewer than 5 employees. Additionally, they must not be current Intercom customers. The Early Stage program offers a 90% discount if approved. Learn more about the Early Stage program and how to apply.

Why do I see a payment and refund when I start my new subscription?

When you start your subscription, we will charge you for the plan to ensure the balance is available to pay for your first invoice and it will then be refunded immediately. The money will not leave your account, it is just a hold and release.

What happens if I cancel my subscription? Will I lose settings, API keys, custom branding settings, etc.?

Canceling your subscription will not delete any data. However, live content such as Proactive Support messages, Workflows, and your Help Center, will be automatically paused as soon as your subscription becomes inactive. Also, any teammate permissions will be reset.


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