Groove Pricing FAQ

Please note: Only Groove admin users are able to access the billing page. Please contact a admin user within your team to promote your user role, or reach out to our support team at support@groovehq.com for further assistance

Please contact our support team at support@groovehq.com for further assistance with switching to a monthly plan in Groove.

Navigate to Settings → Billing → Invoices and select the "Retry" button on the failed invoice.

With the both monthly and annual billing, you'll pay for the seat. If you were to archive a user during your billing period, that seat would be available for another user, the unused time is not credited back.

For example, for annual billing - let’s say you have 9 Agents on a annual account from 1st Jan - 31st Dec: 

• On 1 March you add one more agent, you will be pro-rata billed from 1 Mar - 31 Dec for that agent

• You now have 10 agents (10 seats)

• On  1 Jun you remove 2 agents - remaining time is not credited, but have you have 2 seats open

• You now have 8 agents (with 2 seats that you’ve paid for available during this billing period)

• 1 Sept you add a new another agent - you are not billed (9 active agents, 1 seat now available you have paid for)

• 1 Oct you add a new another agent - you are not billed (10 active agents, 0 seat now available you have paid for)

• 1 Dec you add a new another agent - you are pro-rata billed from 1 Dec to 31 Dec since you have no available seats

Navigate to Settings → Billing → Plans and select "Downgrade"

Please contact our support team at support@groovehq.com for further assistance with canceling your Groove subscription.

Lite Users are available on Groove's Plus and Pro plans and provide the ability to add a limited number of free users to your Groove account for visibility and collaboration purposes. Lite users have the ability to view conversations within Groove, collaborate with notes and @mentions, and view reports. They do not have the ability to respond to conversations, follow conversations, be assigned tickets, or view billing. If you need more Lite users added to your account, you can purchase additional Lite user seats. You can move team members to/from the Lite User role at any time.

Yes! Additional Lite Users are billed at $5 each per month, and are only charged when you exceed your plan's Lite User limit. Please refer to our Feature Comparison List to view your exact plan's limits, or navigate to Settings → Billing → Plans within your Groove account.

You are billed per "seat." If a user is removed during an active billing period, the seat remains open, allowing another user to take that spot without additional charges.

These are any instant replies that include actions, for example, adding a tag.

Please refer to our help page on Instant Replies for more information.

These includes any time-based rules, rules that add tags or assign to teammates.

Please refer to our help page on Rules for more information.

We only accept payments by credit card. 

Purchase orders, PayPal, and direct bank transfers are not supported. 

Groove users are Archived. You can archive users from your "Settings → Teammates". To do so, click on the dots to the right of the user in the list you want to archive.

Archiving a teammate user does not permanently delete their profile from the account, but it does halt billing and access for that user.

Any conversations that were owned by that user will become unassigned when the user is archived. This is done so that if a customer replies to an old conversation, it will re-open in the Unassigned folder so that your team can re-assign to an active member of the team

If your credit card is declined, you will receive notifications via email as well as in the account that we could not process your payment. As a first step, we recommend contacting your bank for more information as to why the charge was declined.

Our support team can usually see a very basic explanation for the decline, but your bank will be able to give you better details and ensure that future declines do not occur. Quite often the issue is related to the bank blocking an international payment for security reasons.

If you continue having trouble after contacting your bank, we recommend using an alternate card if possible.  

Our billing system will attempt to charge your card for four consecutive days before the account is closed for non-payment. If your account closes due to a billing issue due to fraud, lost cards, or any unexpected occurrence, please contact us at support@groovehq.com so that we can assist with the matter.

If you need to view, download, or print an invoice, any account admin on your team can access all of the billing invoices (receipts) by going into Settings → Billing → Invoices.  

Advanced API access means higher API rate limits—that’s the only difference.

• All API endpoints are available on all plans (as long as the related feature is included in your plan).

• The difference is how many requests you can make per minute:

  • Standard: 200 calls/min

  • Plus: 400 calls/min

  • Pro (Advanced API access): 800 calls/min