Account administration
Plans and billing
What your plan includes, what happens when you reach a limit, and how you pay. The full feature-by-feature comparison is on the plan comparison page.
Where to find it
Account settingsPlan & Billing. The page shows:
- Your current plan and next billing date — or, once you have cancelled, the date the account moves to Free.
- Bars for locations, visits and this month’s messages. They include any capacity packs you own, which are listed underneath, and any extra limits arranged with Queue Join support, shown as “Includes extra limits arranged with Queue Join support” with the date they end, if they do.
- Whether overage is on, with its balance and what it has charged this month.
- Your voice calls this month, if you have a voice call pack.
- On Free, an offer to upgrade to Starter.
- Links to add-ons and overage (paid plans only), payment information, invoices, billing details and deleting the account.
Anybody can see the plan and usage. Changing plan, add-ons and overage, and opening payment information, invoices or billing details, need the permission plan.update (update plan). Owners and Admins have every permission by default.
The limits that apply
Locations
How many branches you can run. Adding one past the limit is refused rather than billed. If you end up with more than your plan includes — usually because a paid plan ended — your oldest locations up to the limit keep working and the rest are locked: they stop taking visits and bookings, from customers and staff, until you upgrade or remove locations. Nothing in them is deleted.
Visits
A visit is a waitlist join or a booking, whether it comes from a customer, your staff, the kiosk or the API, and it counts in the month it was made. Once they are used up, new walk-ins and bookings are turned away until the 1st: customers see that you aren’t taking visitors before they fill anything in, and staff adding somebody see the reason. Bookings already made still go ahead and can be moved. Visits you cancel as a blocked number or as not a real person don’t count.
Messaging allowance
A monthly pool of WhatsApp messages and texts. Push notifications and emails do not draw on it, and nor do voice calls, which come from a voice call pack instead.
The pool is shared rather than split per channel, because the network decides handset by handset whether a message goes as a rich message or an ordinary text. A separate cap per channel would refuse a send on the basis of a routing decision you never made.
Everything resets on the 1st
Visits, messages and voice calls are counted per calendar month rather than from your billing anniversary, whether you pay monthly or yearly. If you subscribed on the 20th, they still reset on the 1st. Plan & Billing shows the date next to each bar.
What happens when the allowance runs out
On a paid plan, messages about a customer’s own visit keep sending. Somebody who has joined your queue is told when it is their turn whatever your allowance says. Switch on overage to pay for those extra messages; with it off, or once its cap is reached, they still go out, and the dashboard tells you so.
On Free, texts and WhatsApp messages stop once the month’s allowance is spent. Push notifications and emails still go. The dashboard shows a “Customers aren’t being texted” banner until the next month starts or you upgrade.
On every plan, a marketing campaign that would go past the allowance is refused before it starts. Campaigns are the discretionary spend, and stopping them is the right place to draw the line. An email campaign spends no allowance at all.
Overage
Overage pays for going past what your plan and voice call pack include: 5p / 5¢ / €0.05 a message past your allowance and 15p / 20¢ / €0.18 a call past your pack. Both come out of one balance, refilled £10 / $10 / €10 at a time from the card on your subscription once you get close to your allowance or your pack. There is no manual top-up.
- You set the most it can charge in a calendar month: whole amounts, at least 10, and 50 unless you change it.
- Anything left in the balance at the end of the month carries over.
- Messages sent while nothing is paying for them — overage off, the cap reached, or the card refused — still go out and aren’t billed. Calls stop until the 1st instead.
- It is off until you switch it on, and only available on a paid plan.
Account settingsPlan & BillingOverage.
Needs the permission plan.update (update plan). Owners and Admins have every permission by default.
Going over every month?
Overage is a safety valve, not the way to grow. When this month’s overage has cost more than the next plan up would, your billing page says so.
Watching your usage
The usage report, linked from Plan & Billing, shows what you have sent this period, broken down by channel and with marketing counted separately from transactional. Worth a look in your first month: it is the only reliable way to find out which plan you actually need, and most businesses guess wrong in one direction or the other.
We also email everyone who can change the plan at 80% and 100% of each allowance, when an overage charge fails or reaches your cap, and when a location is locked. They are notices about your account’s service, so they can’t be turned off.
Add-ons
Any paid plan can add a voice call pack — 300, 700 or 1,500 calls a month. Calls are counted when they’re placed, answered or not, and unused calls don’t roll over. You hold one pack at a time: choosing another size swaps it. If the month’s calls run out and overage is on, extra ones cost 15p / 20¢ / €0.18 each from your overage balance. With overage off, or once its cap is reached, calls stop until the 1st — the text message still goes out. On Free, choose a pack on the Plans page and it is bought in the same checkout as your plan.
Enterprise can also buy extra capacity without changing plan: packs of ten locations or five thousand messages a month. They stack — the same pack bought twice grants twice as much — and they are added to your existing subscription, so they renew with it and appear on the same invoice.
Adding one is charged pro rata for the rest of the current period rather than waiting for the next invoice, because the capacity starts the moment you buy it.
Capacity packs are Enterprise only
Every plan below Enterprise has a larger plan to move up to, and that upgrade buys more than the equivalent add-on would for the same money. Enterprise is the top of the range, which is why it is the tier that grows by add-on instead.
Account settingsPlan & BillingAdd-ons.
Needs the permission plan.update (update plan). Owners and Admins have every permission by default.
Changing plan
Choose Upgrade (on Free) or Change plan on Plan & Billing to see the plans in your own currency, with yours marked. Switch between monthly and annual prices at the top.
- From Free, Upgrade opens a checkout. Once it closes, the plan applies straight away.
- Moving up changes your existing subscription at once, and the difference for the rest of the billing period is charged to your card today.
- Moving down to another paid plan also takes effect at once, and the unused part of the period is credited to your next invoice. Add-ons the new plan doesn’t offer, such as Enterprise’s capacity packs, are removed.
Check your locations before downgrading
On a plan with fewer locations than you have, the newest ones over the limit are locked until you upgrade again or remove some.
To stop paying, choose Cancel plan under your current plan on the Plans page. You keep the plan until the end of the period you have paid for and are not charged again; after that the account moves to Free and any add-ons are removed. Until then you can change your mind with Keep my plan, and choosing another paid plan withdraws the cancellation too.
Free includes one location. If you have more, your oldest location keeps working and the others are locked: they stop taking visits and bookings, from customers and staff, until you upgrade again or remove locations. Nothing in them is deleted.
Needs the permission plan.update (update plan). Owners and Admins have every permission by default.
Who you are actually buying from
Payments are handled by Paddle, which is the seller of record. In practice that means Paddle takes the payment, handles VAT and sales tax for your country, and issues the invoice. Your card statement shows Paddle rather than us.
Invoices
Account settingsPlan & BillingInvoices lists every invoice — plan, add-ons and overage — with its date, number, description, amount and status (Paid, Due or Past due), newest first, and a PDF of each to download.
Billing details
Account settingsPlan & BillingBilling details holds the billing email, name, business name, VAT or tax number and address printed on your invoices. Changes apply from your next invoice; past invoices keep the details they were issued with.
Payment information
Account settingsPlan & BillingPayment information shows your saved cards and PayPal accounts. Update payment method opens Paddle’s secure form to change the one your subscription renews with, without charging you, and any other saved method can be removed. Your card details go to Paddle and never reach Queue Join.
Needs the permission plan.update (update plan). Owners and Admins have every permission by default.
If a payment fails
A failed payment does not cut you off. Paddle retries automatically, and an account waiting on one keeps its plan — locking a shop out of its own queue over a card that expired this morning punishes them for a recoverable problem.
Meanwhile, Payment information shows “Your last payment didn’t go through”. Choose Update and pay to enter a new card, and the outstanding payment is retried straight away. If an overage charge fails, the dashboard asks you to update your card in the same way.
A subscription that is genuinely cancelled or paused falls back to the Free plan rather than keeping the plan it stopped paying for. Free plan limits then apply, and any locations beyond what Free allows are locked until you resolve it.
Reminders on the dashboard
A few notices about your plan appear above every dashboard page. Those that can be closed are left off the Plan & Billing pages, where their offers already are.
- Upgrade — while you are on Free, unless a usage notice is showing. Closing it hides it until tomorrow.
- Voice calls — on a paid plan without a voice call pack. Closing it hides it for a week.
- Usage — at 80% and 100% of this month’s visits, messages or voice calls, and when messages past your allowance aren’t being paid for or the next plan up would have cost less. Closing it hides it for three days at 80% and until tomorrow at 100%. Once the visits are used up it can’t be closed and shows on Plan & Billing too, until the allowance is raised or the month resets.
- Locked locations — while you have more locations than your plan includes. This one can’t be closed.
Team members who can’t change the plan see the same notices, asking them to talk to the account owner instead.
Trials
There are no time-limited trials. Every account starts on the Free plan, which does not expire, so you can try Queue Join for as long as you like before paying. Upgrading to a paid plan bills you at checkout.
If Queue Join suspends your account
Rarely — for example over suspected misuse — Queue Join support may restrict an account. There are two levels.
- Messages paused. The shop keeps working, but no message goes to any customer on any channel. Staff see “Not sent: messages from this account are paused” against each one.
- Suspended. Signing in to the dashboard shows a page asking you to contact hello@queuejoin.com. Your join and booking pages tell customers the business isn’t taking visitors online at the moment, no customer messages are sent, API keys are refused, and webhooks, campaigns, scheduled reports, automation and overage charges stop.
Nothing is deleted either way, so lifting a restriction puts everything back as it was. If support closes an account with notice, it is suspended and its subscription cancelled straight away, and it is deleted when the notice period ends.
Closing your account
Account settingsPlan & BillingDelete Queue Join account, then type your short name to confirm. Your Paddle subscription is cancelled immediately, so nothing more is charged; if that fails, nothing is deleted and you can try again.
Needs the permission accounts.delete (delete this account). Owners and Admins have every permission by default.
Deleting the account deletes everything
Locations, queues, visits, bookings, customers, team members and history all go, and none of it comes back. Export what you need from reports first, and remember your customers’ data is your responsibility too.