Get answers to your questions about:
Contractual consumption and limits
1. Can I continue sending messages after reaching the package limit?
You can send messages beyond the contracted package, but there is a limit defined by your plan. The total value of the used package, plus any additional messages, will be charged as overage on the next invoice.
If usage exceeds what your plan allows, message sending will be temporarily blocked.
The system sends notifications before reaching the limit and also when a block occurs, so there are no surprises.
To resume sending messages, you need to:
- Pay the current invoice to restore usage.
- Increase your package value by adjusting the plan.
💡 Tips to avoid blocks:
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2. I want to increase my number of users, how do I do that?
Each software plan has a specific number of users included in the price, but you can still add more users for an additional fee.
To increase the number of users in your software plan, follow these steps:
- In Zenvia Customer Cloud, go to Settings > Users and organization;
- If the number of users has already exceeded the quantity allowed by the plan, when trying to add a new user, a message will inform you that you have exceeded the limit.
You can check the number of users available in your plan on the Current plan card on the homepage, or Analytics > Usage.
When you add an additional user, they will receive an email invitation. The user will only be considered excess after accepting the invitation and becoming active within the software.
Billing and invoicing
1. Why do I have an additional charge on the invoice?
It may happen that you have added more users than provided by your plan or that the InteractionZ consumption has exceeded. For this reason, there was an additional charge.
See the user and InteractionZ limit per plan:
- Starter: up to 1 user and 100 InteractionZ;
- Expert: up to 10 users and 500 InteractionZ;
- Specialist: up to 50 users and 2,000 InteractionZ;
- Professional: up to 50 users and 5,000 InteractionZ;
- Enterprise: unlimited users and InteractionZ.
Consult additional charges at https://www.zenvia.com/en/customer-cloud/.
2. Setup and billing: When should it be paid?
The Setup payment, corresponding to the initial activation of the product in the first month, is always charged together with the invoice for the next month, according to the established contract period.
As for billing, it follows a similar cycle to that of a franchise, based on the plan's contract period. For example, if the contract is made on the 15th, payment will be due on the 15th of the next month.
Plan management: Cancellation
1. How do I cancel my plan?
Do you want to cancel your account? That's too bad! 😔
In order for us to proceed with the cancellation, it is necessary to open a ticket with Zoe through the Chat with Zoe icon 
Policies related to the validity, termination and suspension of services are described in detail in the clauses of the General Terms of Service. We recommend reading this document to understand the conditions applicable to cancellation and other contractual procedures.
🔗 Access the General Terms of Service here
As soon as Zoe completes the request, our customer service team will proceed with the cancellation. You will receive an initial response from our team to the registered email. Remember to check your spam box.