How usage is counted

Joryio bills on a single, simple meter: Engaged Profiles.

The one-sentence rule

You pay for Engaged Profiles: people you reached at least once this month - an email, SMS, WhatsApp, push, wallet pass, a webhook fired about them, or an in-app message shown to a contact you can name. Everything else - contacts you store, events you track, and anything shown to an anonymous visitor - is free.

What counts, exactly

A profile counts as one Engaged Profile for a billing month when both are true. Your billing months are cycles that start on the day of the month your subscription started, at midnight in your billing time zone - not on the 1st.

1. It received at least one outbound send that month - an email, SMS, or WhatsApp message sent, a push notification sent, a wallet pass issued, a webhook fired about the contact, or an in-app message displayed to them while identified.
2. Not every one of those sends hard-bounced. If literally nothing reached the person, they don't count.

Worked cases:

Scenario	Counts?	Why
Got 3 emails + 2 pushes + 1 WhatsApp	1	Deduped across channels - one person, one count; frequency never inflates the bill
Only email hard-bounced, nothing else sent	0	Nothing reached them - you don't pay for messages nobody could receive
Dead email address, but a successful SMS	1	Something reached them
Send failed at the provider (error)	0	Failed sends are never billed
Test sends / seed lists	0	Test sends are always free
Saw an in-app message while identified (signed in / known contact)	1	A message shown to someone you can name is a message you delivered - deduped with every other channel
Saw an in-app message as an anonymous visitor	0	No contact, no charge - anonymous traffic is never billed, at any volume
Saw a personalized page or on-site content	0	Personalization and content rendering are free at any volume
Duplicate identities later merged (same workspace)	1	Identity merges resolve to the surviving profile; the meter sees one person
Same email in two different workspaces, both messaged	2	Workspaces are isolated stores - two contact records, two profiles
Messaged 1× vs 100× in the month	1 either way	The meter counts people, not messages

A few notes on the table:

• Transactional sends count the same as marketing sends - one Engaged Profile per recipient per month, one meter, no second dimension.
• Workspaces are fully isolated stores. Identity dedupe (aliases, merges) operates within a workspace; the same email address in two workspaces is two separate contact records, so it counts twice. Billing is per organization, summed across its workspaces - the org total always equals the sum of its workspace breakdowns.
• Webhook recipients are billable. A journey webhook node fires about a contact, so that contact counts as engaged - the same as receiving a message.
• In-app counts only for people you can name. An in-app message displayed to an identified contact counts as an Engaged Profile; the same message shown to an anonymous visitor never does. In-app also counts on display, not on send - it is a pull channel, so the message counts only once it was actually shown. Someone who browsed anonymously, saw the message, then signed in resolves to their real profile and counts from that point.

Free and unlimited

These are measured for your own visibility but never billed:

• In-app shown to anonymous visitors - if we cannot name the person, you are never billed for them.
• On-site personalization and content rendering - free at any volume.
• Contacts you store - your audience size is not a billing input.
• Events you track - site/app/SDK/API activity is free.

Tracked profiles and fair use

Alongside the billed number, Joryio shows Tracked profiles - anyone with any activity event in the month. This is the "free line": you tracked X people; you paid for Y.

Tracked profiles up to 20× your Engaged Profiles are included. Going beyond that ratio starts a conversation with us - never a surprise bill.

Where to see it

Go to Settings → Usage & Billing to see your current month live:

• Engaged Profiles (the billable number) and the per-workspace breakdown
• Tracked profiles vs. engaged - the free line
• Sends per channel

Audit it yourself

The meter counts distinct people over the same delivery event data your analytics screens display. That means you can reconcile your invoice against your own campaign and journey delivery reports - the numbers match, by construction.

Two more customer-favorable details:

• Each billing cycle is finalized a few days after it ends (3 by default), so a late bounce still takes a profile off your bill; events that arrive after that are ignored for billing (in your favor) but remain in analytics.
• The usage summary on this page shows calendar months in UTC; your invoice counts the same way over your own billing cycle.

Daily usage graph

The Usage & Billing page includes a daily sends chart: messages per day, stacked by channel, for the last 7, 30, or 90 days. You can filter by workspace and toggle individual channels on or off, so you always see exactly where your volume comes from - no surprises at the end of the month.

Messaging credits and prices

When you send SMS, WhatsApp, or other managed channels through Joryio, sending is paid from a prepaid credit balance shown on the same page:

• Your balance never expires. Credits roll over month to month and year to year, indefinitely.
• Published per-message prices. The page lists your exact price per message (by channel, destination country, and - for WhatsApp - template category). If your contract includes special pricing, the list shows your rates.
• Two sending setups. Managed: Joryio pays the provider and the per-message price covers everything. Your own provider account (for example your own Meta WhatsApp or SMS account): you pay the provider directly and Joryio charges only a small per-send platform fee.
• Adding credits. Use Add credits to top up by card (where enabled) or by bank transfer via your account manager. Deliberate prepays earn bonus credits: $2,500+ adds 5%, $10,000+ adds 8%, $25,000+ adds 10% - bonus credits never expire either.
• VAT and a receipt for every card top-up. You choose the credit to add. For customers in Israel, VAT (18% today) is added on top: the Add credits window shows what you pay - for $100 of credit, You pay $118.00 incl. 18% VAT - and the payment page lists the credit and the VAT as separate lines. Your balance grows by the credit you chose; the VAT is not credit. Outside Israel there is no VAT. Each card top-up appears under Invoices as Messaging credit top-up, and owners and admins get a Credit added email. Credits added by Joryio (a goodwill credit or a correction) have no invoice or receipt.
• Full statement. Every movement - top-ups, bonuses, sending charges, adjustments - appears in the transaction list with a running balance.

Your plan

Owners and admins see a Your plan card at the top of Settings → Usage & Billing, above the payment method:

• Plan - your plan and the engaged profiles it includes.
• Platform fee - the platform fee per month for the current cycle. On a yearly plan it is invoiced for 12 months in advance.
• Yearly price - list prices are monthly prices with no commitment. A yearly plan (paid in advance, or a yearly commitment billed monthly) pays the list price less a yearly discount, and the card shows the discount and the monthly list price under the platform fee. Any other discount applies after it.
• Size discount - a bigger committed plan gets a discount off the list price, monthly and yearly alike: 3% from 100,000 active users and 5% from 250,000 (none at 25,000 or 50,000). It is set by the plan size you commit to, never by your usage. On a yearly plan it adds to the yearly discount as one percentage - for example 10% + 3% = 13% at 100,000, so $990 becomes $861.30 a month - and it applies to your whole monthly price, your band and any usage above it. Any other discount applies after it.
• Savings tip - when committing to a bigger plan, or paying yearly, would cost you less at your current usage, the card says so: "At your current usage (99,000 active users), committing to 100,000 active users would save $23.70/month." It is worked out the same way as your invoice, and only shown when it saves you money.
• Euro accounts - prices are set in US dollars. If you are billed in euros, each invoice converts the dollar amounts at the European Central Bank reference rate of the invoice date (or at a fixed rate, if your contract says so), and shows the dollar amount and the rate on every line. The card shows your prices in euros with a note on how they were converted.
• Discount - a first-year discount from your order form, with the day it ends and the monthly price after it. It applies to billing cycles that start in your first 12 months.
• Customer success package and Monthly minimum, when your order form includes them.
• Billing (monthly or yearly, and the currency), Payment method, and the Current cycle with the date the next one starts. Cycles start on the day your subscription started, not on the 1st of the month.
• Engaged profiles this cycle so far - counted the same way as your invoice and refreshed every hour. Profiles over your plan are priced on a straight line up to the next band's price (see below).
• A plan change agreed for your next cycle, and any credit on your account, are shown here too.

How you are priced. The card also explains your price at any usage level, worked out the same way as your invoice:

• At least your monthly minimum, if your plan has one.
• Under your first band (for example 25,000 active users) you pay per active user - the band's price divided by its active users - and never less than the minimum.
• From your band up, the band's price per month for up to its active users, then each step to the next band: from 25,000 to 50,000 active users, $490 rising to $690 ($0.008 per extra active user), and the step after it the same way.
• This month so far: your active users counted so far and the estimated price for the month, after your discount.

Usage above your band. Between two band prices your monthly price rises in a straight line, so a month above your band never costs more than the next band. For example, on the Growth plan the 25,000 band is $490 and the 50,000 band is $690, so each extra active user costs $200 / 25,000 = $0.008: with 47,991 active users the month is $490 + 22,991 x $0.008 = $673.93 (rounded to the cent). At exactly 50,000 it is $690, the 50,000 band's price. Above the highest band, each extra active user costs the rate between the two highest bands. Your band's price is always the least you pay. A yearly discount, a first-year discount or another discount applies to this price as it does to your band's price, and on a euro account the price is converted the same way. Enterprise plans, and order forms that say usage above the tier is billed at the same proportional rate, keep the band's own rate per extra active user.

Plan changes. Your account manager makes plan changes, from your next cycle or straight away:

• Monthly plans. A change in the middle of a cycle adds (or takes off) the difference in the platform fee for the days left in that cycle, as a line on that cycle's invoice.
• Yearly plans paid in advance. An upgrade is invoiced for the rest of the prepaid year, marked Plan change in your invoices. A downgrade becomes a credit that comes off your next invoices - credits are not refunded automatically.

Your currency and the day your cycles start never change with a plan change.

No plan yet, or a demo workspace. Until your account manager sets up your plan there is no Your plan card, and the Payment method card says No plan yet - your account manager will set it up. Nothing is invoiced until then. A demo workspace is never billed: its Payment method card says This is a demo workspace - it is not billed.

Paying by card

If your subscription is paid by card, owners and admins see two more cards at the top of Settings → Usage & Billing:

• Payment method - the card on file (brand, last four digits and expiry, read from our payment provider; Joryio never stores card details). Add card opens the payment provider's secure page to save a card. Manage billing opens its customer portal, where you can change the card.
• Invoices - each issued invoice with its period (first and last day), amount and status (Open, Past due, Paid, Void, Unpaid), with the legal documents issued for it - until one is issued it says Your tax invoice will appear here once it is issued. The payment provider's own invoice pages, PDFs and receipts are never linked. A card invoice is never yours to pay here: while it is open it says Charging automatically (or Waiting for your confirmation while your bank asks you to confirm the payment - see step 3 below), and if the charge failed it says Payment failed - update your card, which opens Manage billing.

How a card charge works:

1. If upcoming-charge reminders are switched on (they are off by default), you get an Upcoming card charge email a few days before each charge, with the amount and the date. Only automatic card charges get it - never invoices paid by bank transfer.
2. On the invoice date the invoice is issued and charged to the card on file straight away. You get one email about it - the outcome below - not a separate "new invoice" email.
3. If your bank asks you to confirm the payment (3-D Secure), you get a Confirm the card payment email whose Confirm payment button opens Settings → Usage & Billing in Joryio, where you confirm it. The invoice also shows Confirm payment there.
4. If the charge fails, we retry it automatically 1, 3, 5 and 7 days after the first failure, and you get a Payment failed email with an Update your card button. Updating the card is enough - the invoice is charged to the new card straight away. The stages below apply; for card subscriptions the grace period is 14 days by default.
5. When the charge succeeds you get a Payment received email with the amount, the period and the status. Your tax invoice-receipt comes from our invoicing system - see legal invoices and receipts.

No card on file. If no card has been added by the invoice date, the charge cannot be made: you get a Payment failed email with an Update your card button, and the stages below apply as for a declined card. Add a card and the invoice is charged on the next daily run.

Only owners and admins see the payment method and the invoices. Card payments are being switched on account by account: until yours is, your invoices keep arriving the way they do today.

Paying by bank transfer

If your subscription is paid by invoice, each invoice is emailed to you by our payment provider and appears under Invoices in Settings → Usage & Billing with its due date (30 days after the invoice date by default).

• Your own bank account details. Each invoice shows the bank account to pay into - an IBAN for invoices in euros, an account and routing number for invoices in US dollars. These details belong to your organization alone, so a transfer to them is matched to your invoice automatically. Where the invoice offers it, you can pay by card instead.
• In Joryio the invoice shows its amount, due date and status. It does not link the payment provider's invoice page or PDF - the details to pay into are on the invoice emailed to you.
• Part payments. If a transfer covers only part of the invoice, the amount received is shown and the invoice stays open until the rest arrives.
• Reminders. 7 days before the due date you get a Payment reminder email. If the invoice is still unpaid after the due date, you get an Invoice overdue email, the subscription is marked past due and the stages below apply. For invoice subscriptions the grace period is 30 days by default.
• Yearly plans. On a yearly plan, the platform fee for the next 12 months is invoiced in advance on the anniversary. Engaged profiles over your plan are invoiced separately after each month (or once a year, if agreed) - the platform fee is never billed twice.

Invoiced separately

Some organizations receive their invoices outside Joryio, for example from a local invoicing system. Their invoices still appear under Invoices with the period, amount, due date and status, marked Invoiced separately and without a payment link - pay each one as that invoice states. The Payment reminder and Invoice overdue emails and the stages below work the same way, and the invoice shows as Paid once your payment is recorded.

Legal invoices and receipts

Where your account is set up for it, the legal documents for your subscription - tax invoice-receipts and credit notes - are issued by GreenInvoice (Morning), our invoicing system, whichever way you pay. Card payments are still collected by our payment provider; the GreenInvoice document is the legal record of the same amount.

What you receive:

• Paying by card. When the charge succeeds, a Tax invoice-receipt for the amount charged, with the card payment on it.
• Buying messaging credit by card. When the payment succeeds, a Tax invoice-receipt for the credit plus the VAT, on the Messaging credit top-up invoice.
• Paying by bank transfer, or invoiced separately. When the invoice is issued, a Payment request (not a tax document) for the amount due, with our bank account details to pay into. When your payment arrives, a Tax invoice-receipt for the amount received. A part payment gets its own invoice-receipt for that part, and the rest another when it arrives, until the invoice is covered.
• A cancelled invoice, or a credit from a plan change. A Credit note that refers to the original document. A cancelled invoice's payment request is closed.

Each document is emailed to you by Joryio - our invoicing system does not email you itself. It comes with the email about the payment (Payment received, or Credit added for a credit top-up), or in an email of its own (a payment request, a credit note, the invoice-receipt for a part payment). Your owners and admins (or your billing contacts) get that email with a link to the document; your billing email address gets the same email with the document attached as a PDF - a very large document, or one that cannot be read at that moment, is linked instead. Each document also appears on its invoice under Invoices in Settings → Usage & Billing, labelled Payment request, Invoice-receipt or Credit note, with its number and a link to the PDF. Every document is issued in English.

VAT:

• Customers in Israel are charged Israeli VAT (18% today) on top of the plan price. The VAT is included in the amount charged to your card or shown on the payment request you pay, so the amount you pay and the document's total are always the same, to the agora.
• Customers outside Israel are invoiced at 0% VAT (export of services).
• Allocation numbers. For an Israeli VAT-registered business (a company or עוסק מורשה), a tax invoice-receipt above the amount the Tax Authority sets (5,000 ILS before VAT today) carries an allocation number (מספר הקצאה) from the Tax Authority, so you can deduct the input VAT. The number appears on the document and next to the invoice under Invoices.

The name, company or VAT number and address on the documents are your organization's billing details.

Billing details

Settings → Usage & Billing → Billing details, under the Payment method card, shows who your invoices and receipts are issued to: the legal name, address, city, postal code, billing email (where the documents are emailed, attached as PDFs) and company / VAT id, and the country.

• Owners and admins (anyone with the Organization Settings write permission) can click Edit and change every field except the country. Changes apply to future invoices only - documents already issued are never changed.
• The country decides how VAT is charged. It is set once, when the billing details are added, and cannot be changed here after that. To change the country, contact us.
• Company number / VAT id: you can add it, change it or remove it yourself. Israel: it must be your 9-digit company number or authorised dealer number (עוסק מורשה), checked before saving - spaces and dashes are fine, a shorter number is padded with leading zeros, and a number with a wrong check digit is refused. Leave it empty if you are not a business. Elsewhere it is free text.
• VAT-registered business (Israel): tick it if you are a company or an authorised dealer, untick it if you are not - no need to contact us. A VAT-registered business needs its company number, so removing the number unticks it, and the form says so. It does not change the VAT rate on your invoices - that follows the country (18% in Israel, 0% elsewhere). For a VAT-registered business, a tax invoice above the legal threshold also carries an allocation number from the Israel Tax Authority.
• Everyone else who can see billing (the Billing & Usage read permission) sees the details read-only.
• No billing details yet? Owners and admins click Add billing details and fill in the same fields, plus the country (required - choose it carefully, because only we can change it afterwards). The same checks apply as when editing. The details are used for the next invoices and documents; anything already issued stays as it is. Everyone else sees "No billing details yet. Your account owner or admin can add them." If we set up your details while you were filling in the form, yours are not saved over ours - the card says so and shows the details we saved.
• Billing details come first: Add card and Add credits (a card top-up) need billing details. Without them, the same form opens first and, once saved, you continue straight to the card or the top-up; anyone without the Organization Settings write permission sees "Ask your account owner or admin to add billing details first."
• A plan paid by card: when Joryio staff set it up and no card is saved yet, owners and admins get an email - "Your Joryio plan is ready - add your billing details and card" (or "add your card" when the billing details are there) - and, if there is still no card 7 days after the plan started, one reminder. Its button opens this form first when needed, then the card form.

Each change is recorded in your organization's audit log (who, when, and each field's old and new value), and our billing team is told about it.

What happens if payment fails

If a payment fails, your subscription is marked past due and nothing changes right away - you keep sending while the card or invoice is sorted out. The suspension then escalates in stages:

1. Grace period (14 days by default). Sends continue. Update the payment method or settle the invoice and nothing else happens.
2. Sends paused. After the grace period, outbound sends - email, SMS, WhatsApp, push, wallet passes, webhooks and journey steps - are paused. You can still sign in, read and edit everything, and export your data. A banner at the top of the app shows the date the next stage starts.
3. Event ingestion paused (30 days after sends were paused, by default). SDK event ingestion stops as well: your apps and site receive 402 SDK_INGESTION_SUSPENDED on every SDK request and no events are recorded until the account is restored. Contacts and history are kept. Unsubscribes and opt-outs are the exception: they are still accepted, so a person's request to stop is recorded even while the account is paused.

Paying the outstanding invoice lifts every stage at once - sends and event ingestion resume within a minute. Your data is never held: sign-in and export stay available in every stage.

Cancelling your plan

To cancel, contact us: Joryio staff cancel a plan for you, in one of two ways.

• At the end of the current billing cycle. Your plan stays active until the last day of the cycle (the year, on a yearly plan). The cycle is invoiced as usual - the platform fee and any usage above your plan, in arrears - and nothing after it: no further cycle, invoice or card charge. Until that day you can change your mind and the plan simply continues. The billing page shows Your plan ends on that date.
• Immediately. The plan is cancelled now and billing ends at the end of that day, in your billing time zone. A final invoice bills the platform fee pro rata for the days used of the current cycle (for example 12 of 30 days), with your discounts and minimum applied in the same proportion, plus any usage above your plan up to that day. It is made once that usage is final, a few days later, like every invoice. The billing page then shows Your plan was cancelled on that date.

On a yearly prepaid plan, an immediate cancellation is not refunded automatically and no further platform fee is invoiced for the months already paid; usage above your plan is still billed as your plan says (monthly or once a year). Any refund is agreed with you case by case and issued with a credit note.

If your plan comes from a signed order form, cancelling before the end of its contract is an early termination: the order form's termination terms apply.

The account's owners and admins receive an email when a cancellation is scheduled and when the plan is cancelled. The final invoice is handled like any other invoice - card retries, payment reminders, the overdue notice and the payment received email - but no other billing emails are sent after the plan has ended. If the final invoice stays unpaid, the same timeline as any unpaid invoice applies: after the grace period sending is paused, and later event collection, until it is paid. Paying (or the invoice being cancelled) restores everything at once; the plan itself stays cancelled. Other billing emails are not sent after the plan has ended.

Cancelling your plan does not delete your data. What happens to it when your account ends is described in Data Privacy & Compliance.

Related documentation

• Creating Campaigns
• Campaign Analytics
• In-App Campaigns