LetsFindWhy

Billing & usage

Every LetsFindWhy organization is on a plan: a monthly subscription that includes a set number of interview minutes, the time you spend in live sessions with participants. This page explains what each plan includes, how minutes are counted, and how to subscribe, track usage, and manage your payments.

You can try everything free for 14 days. Starting the trial goes through Stripe Checkout, which asks for a card up front, but the card isn’t charged until the trial ends. Payment is handled by Stripe, and you can change or cancel your plan yourself at any time.

Suppose you want to know why users churn from your app: five 30-minute user interviews use 150 interview minutes.

There are no surprise charges. When your organization has used its minutes for the month, starting new sessions simply pauses until the next billing period or an upgrade. You’re never billed extra automatically.

How LetsFindWhy billing works: plans and interview minutes

LetsFindWhy offers a range of plans, from a 14-day free trial up to a custom Enterprise plan. The pricing page lists what each plan costs and the monthly interview minutes it includes.

Minutes are counted per organization, per monthly billing period, and only while at least one real person is connected to a session. People don’t stack: a 30-minute interview with three people on the call uses 30 minutes, not 90. The AI moderator never counts as a person.

You’ll see two numbers on this page: raw minutes (time people were on the call) and billed minutes (what counts against your plan). They’re usually the same, but time spent on discussion-guide questions where the AI moderator asks follow-up questions is billed at double rate. The guide editor marks those questions with “2x minutes”.

Only organization Owners and Admins can subscribe, open the billing portal, or see usage. Members can see the Billing card (including the current plan and the subscription buttons), but the actions are blocked for them; only the usage meter is hidden from Members.

How to compare plans and choose the right one

Plans differ in more than minutes: higher tiers also allow longer sessions, more people on camera, and more observers.

  1. Open the pricing page. It’s public, so you can compare before signing up.
  2. Compare the five plan cards. Professional is marked Most Popular; Enterprise shows a Custom price with a Contact Us button.
  3. Scroll to the Compare Plans table for the details: interview time per month, maximum session length, how many participants and observers can join, recording, and support.
  4. Read the Frequently Asked Questions below the table: they cover how hours are calculated, upgrades and downgrades, and payment methods.

Recording isn’t included on the Free Trial. SSO integration and choosing where your data is stored are Enterprise-only.

How to subscribe to a plan and start your free trial

You need to be an Owner or Admin of the organization. Anyone else sees “Only org owners and admins can manage billing”.

  1. Click Usage & Billing in the sidebar’s Organisation section.
  2. Review the plan cards in the Billing card: Starter, Professional, and Business, each with its price and monthly minutes.
  3. Click Start Free Trial on the plan you want. If you’ve already used your trial, the button reads Subscribe instead.
  4. Enter your payment details in Stripe Checkout. When you’re trial-eligible, the 14-day free trial is applied automatically.
  5. Wait a moment on the “Finalizing your subscription…” screen while your plan is confirmed, then you’re returned to Usage & Billing.
  6. Check the result: your chosen plan card now shows a Current plan badge (“Current plan · Trial” while trialing), and the Billing card shows when your trial ends.

If confirmation takes too long, the page shows “We couldn’t confirm your subscription yet” with a Check again button. Don’t re-subscribe. If your card was charged, the plan appears within a few minutes.

During the trial, your organization can use the trial’s billed-minute allowance regardless of which plan you chose. The plan’s full allowance unlocks when the trial converts to paid. The trial is once per person, across all organizations you belong to; creating a new organization doesn’t grant a new one.

How to check how many interview minutes you’ve used

The Usage card answers “how much do I have left?” at a glance, and breaks usage down by project. Owners and Admins see it; Members don’t.

  1. Open Usage & Billing from the sidebar.
  2. Find the Usage card. It shows your plan badge and a meter of minutes used against your monthly allowance, with a progress bar. The bar turns amber above 75% and red above 90%.
  3. Review the Per-project breakdown table (columns Project, Raw Min, and Billed Min), sorted with the heaviest projects first.
  4. Leave the page open during interviews if you like. It refreshes every 60 seconds, so minutes from live sessions tick up in near-real-time.

Enterprise organizations have no limit, so they see a running total of billed minutes with no bar.

How to change plans, update your card, or cancel

Everything about an existing subscription (payment method, plan changes, invoices, cancellation) is handled in the Stripe Customer Portal, a secure page hosted by Stripe.

  1. Open Usage & Billing from the sidebar.
  2. Check the Billing card: it lists your current plan, the billing period, and your next billing date.
  3. Click Manage subscription.
  4. Make your changes in the Stripe Customer Portal: update the card, switch to another plan, download invoices, or cancel.
  5. Return to LetsFindWhy. A brief “Updating your billing…” screen refreshes your details, then Usage & Billing reflects the change. If you scheduled a cancellation, the Billing card notes the date your subscription will end and how to restore it.

Some organizations are on a plan set up directly with us. In that case the Billing card reads “Your organization is on this plan. Contact us to change or cancel it.” and there’s no Manage subscription button.

What happens if a payment fails

A failed charge doesn’t cut you off. Your plan stays active as a grace period while Stripe retries the payment.

  1. Open Usage & Billing. The Billing card is highlighted in red with a past due badge and the message “Your payment is past due. Please update your payment method to avoid service interruption.”
  2. Click Update Payment Method.
  3. Fix the card in the Stripe Customer Portal and return to the app.

If the retries run out, the subscription stops and your organization drops to no plan. The page then explains what happened and shows the plan picker again, so choose a plan to reactivate.

What happens when you run out of minutes

When your organization reaches its monthly billed-minute limit, starting new sessions is blocked with a message naming your plan and its limit. Uploading audio or video is blocked too, and a file longer than your remaining allowance is rejected. Sessions already running aren’t interrupted.

Nothing is charged on top: the block is the whole consequence. Minutes reset at the start of your next billing period; to keep going sooner, switch to a bigger plan via Manage subscription.

Tips for researchers

  • The Per-project breakdown is your bill-back sheet: with one project per client engagement, Billed Min maps platform spend directly onto each account for the billing period.
  • The gap between Raw Min and Billed Min is the cost of AI follow-ups. Questions marked “2x minutes” in the discussion-guide editor meter at double rate while active. Reserve follow-ups for the questions where probing earns its keep.
  • On fieldwork days, keep Usage & Billing open on a second screen. The 60-second refresh makes it a live consumption monitor while sessions are running in parallel.
  • Don’t plan fieldwork inside a trial: while trialing, the organization is capped at the Free Trial’s billed-minute allowance even if you picked a larger plan. Schedule real sessions after the trial converts.
  • Pick your tier by session format, not just minutes: higher tiers allow longer sessions and more panelists and observers on the call. That’s what you need for dyads, triads, and client viewing.
  • Billing is gated to Owners and Admins, and the Usage card is hidden from Members entirely. Give Admin to whoever owns the budget; moderators and analysts work fine as Members.
  • You can’t delete an organization while its subscription is live. Cancel in the Stripe Customer Portal first, then delete from Organization Settings.

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