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Billing FAQ

Answers to common questions about Lineserve's billing, pricing, and payments.

Pricing & Plans​

How much does Lineserve cost?​

Lineserve offers several pricing tiers:

  • Basic Plan: Starts at $25/month + usage
  • Professional Plan: Starts at $99/month + usage
  • Enterprise Plan: Custom pricing based on volume and features

Message costs vary by country and channel. See our pricing page for detailed rates.

What's included in each plan?​

FeatureBasicProfessionalEnterprise
SMS✅✅✅
WhatsApp❌✅✅
API Access✅✅✅
Users515Unlimited
Dedicated Support❌✅✅
Custom Integrations❌❌✅
SLA❌❌✅

Do you offer volume discounts?​

Yes, volume discounts automatically apply when you reach certain thresholds:

  • 10,000+ messages/month: 5% discount
  • 50,000+ messages/month: 10% discount
  • 100,000+ messages/month: 15% discount
  • 1,000,000+ messages/month: Custom pricing

Enterprise customers can negotiate custom volume pricing directly with our sales team.

tip

Pre-purchasing message credits in bulk often results in better rates than pay-as-you-go pricing.

Payment & Billing​

What payment methods do you accept?​

We accept:

  • Credit/Debit Cards (Visa, Mastercard, American Express)
  • PayPal
  • Bank Transfers (for annual plans and enterprise customers)
  • Mobile Money (M-Pesa, MTN Mobile Money in select markets)

How often will I be billed?​

Subscription fees are charged monthly or annually, depending on your selected billing cycle. Pay-as-you-go usage is typically billed at the end of each month or when you reach certain thresholds.

Can I change my billing cycle?​

Yes, you can switch between monthly and annual billing through your account dashboard. Annual billing typically includes a 10-15% discount compared to monthly billing.

What currencies do you support?​

We primarily bill in USD, but also support:

  • EUR (Euro)
  • GBP (British Pound)
  • KES (Kenyan Shilling)
  • NGN (Nigerian Naira)
  • ZAR (South African Rand)
caution

Currency conversion fees may apply if your payment method uses a different currency than your billing currency.

Credits & Balances​

How do credits work?​

Credits are the currency used in your Lineserve account to send messages:

  1. Purchase credits through your dashboard
  2. Credits are deducted as you send messages
  3. Different message types consume different amounts of credits
  4. Credit balances never expire for active accounts

What happens if I run out of credits?​

When your account balance runs low:

  1. You'll receive notification emails
  2. You can enable auto-recharge to avoid service interruption
  3. If you run out completely, message sending will be paused until you add more credits

Can I get a refund for unused credits?​

Unused credits are generally non-refundable, but may be refundable in special circumstances:

  • Service discontinuation
  • Account closure
  • Erroneous large purchases

Contact our billing team to discuss your specific situation.

Invoices & Receipts​

How do I get invoices for my payments?​

Invoices are automatically generated and available in your dashboard:

  1. Go to Billing > Invoices
  2. Download any invoice in PDF format
  3. Filter invoices by date range or status

If you need a specific invoice format or details, contact our billing team.

Do you provide tax receipts?​

Yes, all invoices include applicable tax information. To ensure proper tax handling:

  1. Add your tax/VAT identification number in your billing settings
  2. Configure your correct business address and country
  3. Contact our billing team if you need specific tax documentation
tip

Enterprise customers can arrange for invoices to be sent directly to their finance department via email.

Contact Billing Support​

For billing-related questions or assistance:

  • Email: billing@lineserve.com
  • Phone: +254 709 123 000 (9am-5pm EAT, Monday-Friday)
  • Dashboard: Submit a ticket through the Support section