Subscription & invoices
Yarla is a monthly subscription. Admins find everything under Settings → Subscription & invoices: the status, the usage, the plans and the invoices. Your address and billing details are under Settings → Business. This article explains setup, payments, plan changes and invoices.
Free setup
You can set up assistants, business details and knowledge, and try them out in the dashboard, without a subscription. A subscription is required to register a phone number (Starter or larger), publish the chatbot on your website, turn on WhatsApp, or accept bookings on your booking page. Without a subscription those channels stay off; your settings are kept.
How often you can have a website read depends on your subscription. That goes for the start from your website, Get details from website, a website under Knowledge → Sources, Refresh scan and Rewrite from your website. Uploading a file doesn't count.
| Without a subscription | With a subscription | |
|---|---|---|
| Per day | 3 times | 10 times |
| In total | 6 times | Unlimited |
| Each time | 25 pages, always a quick scan | 50 pages, thorough or quick |
From one network it can happen at most 10 times an hour.
Choosing a plan
The table shows each plan's price, its limits and which features it includes.
| Plan | Chat | Starter | Business | Pro | Enterprise |
|---|---|---|---|---|---|
| Price per month (excl. VAT) | €19 | €45 | €99 | €199 | €399 |
| Assistants | 1 | 1 | 3 | 10 | Unlimited |
| Call minutes per month | 0 | 300 | 1,000 | 2,500 | 6,000 |
| Team members | 2 | 2 | 5 | Unlimited | Unlimited |
| Overview: today and figures | Yes | Yes | Yes | Yes | Yes |
| Inbox: read and answer conversations | Yes | Yes | Yes | Yes | Yes |
| Requests and contacts | Yes | Yes | Yes | Yes | Yes |
| Appointments, services and calendars | Yes | Yes | Yes | Yes | Yes |
| Assistants and flows | Yes | Yes | Yes | Yes | Yes |
| Knowledge: documents and your website | Yes | Yes | Yes | Yes | Yes |
| Chatbot on your website and booking page | Yes | Yes | Yes | Yes | Yes |
| Connections: calendar, CRM and API keys | Yes | Yes | Yes | Yes | Yes |
| Phone number: calls and SMS | No | Yes | Yes | Yes | Yes |
| No | No | Yes | Yes | Yes | |
| Outbound calls and campaigns | No | No | Yes | Yes | Yes |
| Single sign-on (SSO), SCIM and security policies | No | No | No | No | Yes |
| Event webhooks | No | No | No | No | Yes |
Chat is the plan for website chat only: your assistant answers in the chat on your website, without phone numbers, calls, SMS, WhatsApp or outbound calling. From Starter up you get phone and text too.
For Enterprise, first verify a company domain (DNS TXT) under Settings → Access management before you can choose it.
Prices are shown per month excluding 21% VAT; below them is the amount including the VAT that applies to your country and VAT number. Included call minutes and chat conversations follow the current subscription period and are shown under Usage, with the period above the counters. What happens when you go over them is explained under Usage and going over your allowance.
- Fill in your details under Settings → Business, at Business details: business name, country and address. If your business is in the Netherlands, you can pick a match while typing the business name; it fills street and number, postal code, city and KvK.
- At Billing details, only fill in what differs on the invoice or goes on it as well: Legal company name if it differs from your business name, VAT number, the registration number, Send invoices to if invoices should not go to your e-mail address for notifications, and Different address on the invoice if the invoice has its own address. These appear on every new invoice, so keep them accurate.
- Under Settings → Subscription & invoices, click Choose this plan. If the invoice still lacks something, a drawer asks for exactly those fields and your choice stays; then click Continue. Then you go to our payment provider to pay the first month by iDEAL, credit card or SEPA direct debit. A plan must fit what you already set up: if you have more assistants or team members than it includes, its card says Not available with how many you have and how many the plan allows; remove some or choose a larger plan.
- After the payment you return to the dashboard. Your subscription is active as soon as the payment is confirmed, usually within seconds.
If you pick a plan on the website's pricing page, the sign-in screen says which plan you are signing in or creating an account for. After that, Settings → Subscription & invoices opens with that plan already chosen; you still pay yourself with Continue.
The payment method you used is stored by the payment provider as a mandate. Renewals are collected automatically every month on the renewal date shown at Your plan; you receive a receipt by e-mail with a link to Settings → Subscription & invoices.
Update payment method starts a new checkout that replaces the mandate. It does not create a second subscription and does not charge an open invoice again. You change your address and billing details under Settings → Business; the next invoice uses them. An invoice that already exists does not change.
Dutch VAT
The country on the invoice decides the VAT. Customers in the Netherlands pay 21% VAT, and so do customers in another EU country without a matching VAT number. Business customers in another EU country are invoiced with reverse-charged VAT (0%, "btw verlegd") once the EU VIES register confirms their VAT number of that country (see below). If the country on the invoice is in the EU, a number with the prefix of another country is refused; Greek numbers start with EL. If you later change the country under Business details to another EU country, we charge 21% until the number fits again. With Different address on the invoice, the country of that address counts, and a country that does not fit the number is refused. Customers outside the EU are invoiced without Dutch VAT; we do not check that.
VAT number check
When you save a VAT number from another EU country at Billing details, we check it in the EU VIES register straight away. The result shows under the field.
- Confirmed: VAT is reverse-charged from the next invoice. If VIES gives a company name, it must fit your Legal company name (or your business name when that field is empty); differences in capitals, punctuation and legal form such as B.V., GmbH or S.A. do not count. Some countries, such as Germany, do not give a name: then the number alone counts.
- Not valid: the number is not saved. Check it for typos.
- Another name: VIES lists the number for another company. The message shows that name; click Use … as legal name if it is yours, or check the number.
- Register not reachable: the member states' registers are sometimes busy or down. Your details are saved, but until VIES confirms the number we charge Dutch VAT (21%). We check again automatically, and again before the next invoice.
Before each invoice we check a confirmed number again when the last check is older than 30 days. If VIES no longer confirms it, the invoice carries Dutch VAT and the billing contact and every admin get an e-mail; correct the number at Billing details and the next invoice is reverse-charged again. If VIES cannot be reached, the last confirmation counts for up to 90 days. Each invoice records which check it relied on.
Usage and going over your allowance
Each plan includes a number of call minutes and chat conversations per subscription period; add-ons raise both. Usage on Settings → Subscription & invoices shows both against your allowance, with the period above them. On Overview → Today, admins see the same two counters at Reachable through.
| Plan | Call minutes | Chat conversations |
|---|---|---|
| Chat | — | 200 |
| Starter | 300 | 200 |
| Business | 1,000 | 500 |
| Pro | 2,500 | 1,000 |
| Enterprise | 6,000 | 2,500 |
- Call minutes: inbound and outbound phone calls, in whole minutes rounded up per call. A call of 61 seconds counts as 2 minutes. The Chat plan has no phone, so no call minutes.
- Chat conversations: one chat with your assistant in the website chat, on WhatsApp or by SMS. A chat that carries on after 24 hours of quiet counts as a new conversation, and so does a very long chat from its 11th reply onwards (more than 10 replies from your assistant). Your customers' messages, replies from your team and short platform notices do not count. Your assistant's replies are still counted per channel, for information only; they are not billed.
- Trying your assistant in the dashboard has its own demo allowance of 30% of your plan (see Demo minutes and conversations); what you test past it counts here. The tests on the Tests tab and the demo on our website never count.
At 80% and at 100% of your call minutes or your chat conversations, the billing contact and every admin get an e-mail, and the Notification phone under Settings → Team gets a text. Each notice comes once per period.
When your allowance is used up
Under Usage, When your allowance is used up decides what happens then. Only admins see and change it; a change is saved straight away.
- Keep going and bill the extra use (the default): your assistant keeps answering. Every call minute over your allowance costs €0.10 and every chat conversation €0.15, excluding VAT. They are separate lines on the invoice of the next renewal, with the same VAT as your subscription. Usage shows what has been added so far.
- Stop until the next period: once an allowance is used up, your assistant takes no new calls (callers hear a short message in your assistant's voice and the call ends), outbound calls are refused and running campaigns wait. Once your chat conversations are used up, new chats get no reply from your assistant: the website chat shows "This chat is not available right now", and on WhatsApp and SMS the customer gets nothing back. Those messages still reach your inbox, waiting for you, so your team can reply themselves. A chat that was already counted still gets answers until it ends, up to its last reply. A call already in progress when the minutes run out is not cut off; those last minutes do go on the next invoice.
If you buy extra minutes or conversations (see Add-ons), or the next period starts, your assistant answers again straight away. A waiting campaign carries on by itself.
Add-ons
Settings → Subscription & invoices has Add-ons on top of your plan (for a reseller's client, only if the reseller allows it), each with its monthly price excluding VAT:
| Add-on | What it adds | Per month |
|---|---|---|
| Extra assistant | one more assistant | €19 |
| Extra team member | one more team member | €9 |
| 100 extra call minutes | 100 more included minutes, every month or once | €9 |
| 100 extra chat conversations | 100 more included chat conversations each month | €10 |
| WhatsApp on a plan without it | €29 |
You can add the first four more than once: choose how many when you add them (up to 20 at a time). WhatsApp is on or off. The Chat plan has no phone, so extra call minutes and WhatsApp are not offered on it. Add-ons need a running subscription that is paid up, with a payment method, and complete billing details; without a plan you see "Choose a plan first".
- Every month or once: extra call minutes and chat conversations can be added every month, or once for the current period only. Once, you pay the full price per unit today; it lapses at the next renewal and is not on your next invoices. Usage counts it this period.
- Add: the confirmation shows what you pay today: only the rest of the current period, including VAT. That amount is charged to your payment method right away, and you get an invoice for it under Invoices. The add-on works as soon as the payment is confirmed. If the payment fails, nothing is added and nothing is retried; you get one e-mail and can try again.
- Every month after that, the add-on is a line on your subscription invoice: quantity × monthly price. Your plan shows the renewal amount with the add-ons. Extra minutes and conversations raise the limit under Usage.
- Cancel ends one unit at the end of the period: it keeps working until then and the dashboard shows "ends on". Changed your mind? Keep keeps it at no extra charge. You cannot cancel an extra assistant or team member you still need: if your business would no longer fit its plan, you see how many to remove first. If you add one before the renewal date anyway, the add-on stays for another period, is on the invoice, and the billing contact and every admin get an e-mail with what to remove.
- WhatsApp is not sold on a plan that already includes it. After you switch to such a plan, the WhatsApp add-on comes off at the next renewal, so you never pay for it twice; an extra team member on a plan with unlimited team members does the same. An upgrade only charges the difference for the plan; your add-ons stay as they are.
- If your subscription ends (cancelled, or 30 days unpaid), its add-ons end with it.
A client gives the reseller access under Settings → Team, at Allow the reseller to open this account. The reseller then picks that client in the Client list in the menu. The reseller allows add-ons under Settings → Client accounts, with Allow add-ons; that does not need the access.
Changing plans
- Upgrade (a more expensive plan): the difference for the remaining days of the current period is charged to your payment method and shown as a separate pro-rata invoice. The new plan starts as soon as that invoice is paid, usually straight away. If nothing is due, it starts at once. An upgrade needs a sign-in from the last two hours, like changing your payment method. If the payment fails, nothing changes: you keep your current plan, which carries on as before, the pro-rata invoice shows Void, and the billing contact and every admin get one e-mail. Check your payment method (or choose another one with Update payment method) and choose the plan again. If the bank still settles the payment later, within the same period, the upgrade goes through after all; after a renewal the amount is refunded and your plan stays as it is.
- Switch at renewal (a cheaper plan): takes effect at the next renewal. You keep the current plan until then and pay the lower price from the next period on. The cheaper plan must hold the assistants and team members you have; see below.
When a cheaper plan does not fit
Each plan includes a number of assistants and team members (add-ons raise them). Other things, such as contacts and phone numbers, have no limit per plan.
- If you have more assistants or team members than a plan includes, its card says Not available, with how many you have and how many the plan allows, and you cannot choose it. Remove the extra ones first, or choose a plan that fits. Confirming does not get around this.
- While a switch is scheduled, you can add assistants and invite team members only up to the limit of the plan you switch to. Keep on your current plan's card cancels the switch.
- If you are still over the new limit on the renewal date (for example after an add-on came off), the switch does not go ahead: your current plan carries on for another period at its current price, and the billing contact and every admin get an e-mail with what to remove. Then choose the cheaper plan again.
What stops on a cheaper plan
If the cheaper plan lacks something you use, you first see exactly what stops, and you confirm with I understand what stops before you can switch. At the renewal date:
- Without Enterprise: single sign-on is no longer required and the sign-in rules (second step, IP allowlist, session length) are turned off. Everyone signs in with the e-mail code and keeps their account. SCIM tokens are revoked. Your identity providers stay saved, inactive, and come back when you choose Enterprise again; you can also delete them. The audit log stays readable. See Single sign-on.
- Without event webhooks: nothing is sent anymore. The webhooks stay saved, inactive, and you can still delete them. See Event webhooks.
- Without outbound calling: running and scheduled campaigns are paused. See Outbound calls.
- Without WhatsApp: the assistant stops answering on WhatsApp; the settings stay. See WhatsApp.
- On Chat: your phone numbers stop answering calls and texts, and the assistant only answers in the chat on your website. The numbers stay saved and work again when you choose Starter or a larger plan.
The billing contact and every admin get an e-mail listing what changed.
Cancelling
Click Cancel subscription and confirm. The confirmation names what ends besides phone, chat and the booking page (for example single sign-on rules or outbound calling). Everything keeps working until the end of the period you paid for; after that the assistant stops taking calls and messages, and what the plan included is cleaned up as described above. Until that date you can click Resume subscription to undo the cancellation. Your data stays available in the dashboard, and after the end Choose this plan starts a new checkout.
If a payment is still open when you cancel, we keep trying to collect it: it is for the period you are using. If it cannot be collected, the assistant stops sooner.
Failed payments
This works the same on every plan. When a renewal cannot be collected (expired or removed card, insufficient balance, revoked mandate), the billing contact and every admin receive an e-mail with the amount, the invoice, the next attempt and the date the live channels stop if nothing is paid. The dashboard shows that date in a warning. Your subscription shows Past due and everything keeps working. We retry after three days and again four days later; before that last attempt you get a final warning.
Click Update payment method and complete the step at the payment provider: we charge the open invoice right away. As soon as it is paid, everything is live again and you get an e-mail saying so.
If the last attempt also fails, your subscription shows Unpaid and is paused: your phone number, the chat on your website, WhatsApp and your booking page stop answering. Nothing is deleted and you can still sign in. You get an e-mail with how to resume: Update payment method charges the open invoice right away, and everything works again once it is paid. You can also pay by bank transfer through support.
An unpaid subscription is cancelled 30 days after it was paused. A week before, you get an e-mail listing what will stop, and the dashboard shows the date. After the cancellation, what the plan included is cleaned up as on a cheaper plan above; your data is not deleted.
You can also choose a plan again while your subscription is Unpaid. The first payment of the new subscription then also includes the days your service ran on the unpaid invoice: from the start of that period until the pause, per day of the period. Before you go to the payment, the page shows that amount and which invoice it is for. Once you have paid, the unpaid invoice is credited in full, so you owe nothing more on it, and you get the credit note by e-mail. If you do not finish the payment, nothing changes and the unpaid invoice stays open.
A single sign-on setup keeps applying while a payment is open: not paying never makes sign-in less strict.
If the payment for an add-on fails, nothing is added and nothing is retried; you get one e-mail and can try again. See Add-ons.
While your subscription shows Past due or Unpaid, you cannot change plans: you see "Pay the open invoice first, then change the plan".
Chargebacks and refunds
If you reverse a payment through your bank or card company (a chargeback), or the whole amount is refunded outside the dashboard, what that payment paid for stops. For a subscription payment, your subscription shows Unpaid and is paused until a new payment comes in. A chargeback on an add-on invoice pauses your subscription in the same way; if the whole add-on invoice is refunded while its period runs, that add-on comes off and nothing is paused. A partial refund leaves everything as it is. An inquiry from your card company (they ask for an explanation first and nothing is taken back yet) pauses nothing; only when it becomes a real chargeback does the above apply.
If the whole payment for an upgrade is refunded, your subscription goes back to the plan you had before, instead of being paused. What that plan does not include stops, as described under What stops on a cheaper plan, and you get one e-mail listing it. You can choose the higher plan again at any time.
If your bank or card company rejects a chargeback (the payment comes back to us), the pause it caused ends by itself and you get an e-mail. The credit note for the chargeback stays, and a new invoice for the payment that came back appears under Invoices. If your subscription was already paused for another reason, such as an earlier unpaid invoice, that pause stays until it is resolved.
While your bank or card company is still deciding on a chargeback, we do not cancel the subscription after 30 days, so it can come back if the chargeback is rejected. How long we wait depends on the payment method: up to 120 days after the chargeback for a credit card, up to 90 days for PayPal and Amazon Pay, up to 60 days for Klarna. A SEPA Direct Debit chargeback cannot be disputed, so it stays at 30 days. The dashboard shows the date. If the chargeback is granted, the normal 30 days after the pause apply again, always with an e-mail at least a week before the cancellation.
Invoices
Every invoice is listed under Settings → Subscription & invoices, at Invoices, with its status. An invoice is always in the language your business had when it was created, even if your dashboard is in another language. Click View for the full invoice with our company details, your details, the period, the net amount, the VAT and the total; Print / save as PDF uses your browser's print dialog. If a payment from a checkout is still open, that invoice also shows Pay now.
Invoice numbers are assigned by our bookkeeping system shortly after payment. Until then the page shows our reference (for example INV-2026-000042); the final number appears automatically.
If we issue a credit note, for example for a refund or when we end a subscription immediately, it appears on the original invoice with its own number. Cancelling yourself does not produce a credit note: the period you paid for simply runs on.
Frequently asked questions
Can I pay by bank transfer? Subscriptions are collected automatically. If you need bank transfer invoicing, contact support; we can mark an open invoice paid when your transfer arrives.
Where do I change where invoices go? Under Settings → Business, at Send invoices to. Leave it empty to use your e-mail address for notifications, which is under Settings → Team, at Notifications and availability.
Who can manage the subscription? Team members with the Admin role. Editors and viewers cannot open the page and do not see the invoices; they only see the plan name and status at the bottom of the menu. Usage stays visible to everyone under Overview → Figures.