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Billing, plan limits, and upgrades

Understand plan information carefully when pricing and backend enforcement are still being reconciled.

Updated 31 May 20265 min readAuthor: Redactorr Support Team · [email protected]Last reviewed: May 2026

Outcome

You know where to check current plan details, what not to assume, and how to ask support about limits safely.

Your progress

Mark each step as you complete it. This is saved only in this browser.

0 / 3 steps complete

Before you start

Open the current pricing or billing screen available to your account.
Do not send payment-card details to Redactorr support.
Separate plan price, usage limit, and feature availability questions.

Visual frame

Review asset

Billing and plan limits storyboard

Synthetic billing frame only. It avoids definitive limit tables where source-of-truth contradictions still need reconciliation.

PlanCheck screen
LimitsName exact type
Payment dataNever send

Synthetic frame

Account plan

Use the screen visible to the workspace.

Plan nameVisible in account
Seat stateCheck current screen
Old tableDo not rely
Billing support starts from what the account shows now.

Billing, plan limits, and upgrades boundary frame

Reference frame for a deferred or gated topic. It routes users to current supported workflows and safe escalation.

BoundaryWhat is safe to rely on right now.
RouteThe current supported workflow or article to use instead.
EscalateWhat support can receive without private material.

Guided steps

Follow the task, then check the result.

Check the plan shown to you

Use the plan, billing, or pricing screen visible in your account as the starting point. Screens can change faster than static help articles.

Success check: You know the plan name and visible account state.

Separate the limit question

Ask whether your question is about document volume, custom patterns, seats, AI sessions, exports, or upgrade path. Do not combine them into one vague billing issue.

Success check: The question names the exact limit or upgrade decision.

Contact support without payment details

If the product screen and pricing page disagree, send the plan name, visible limit label, and route. Do not send card numbers, bank details, or private invoices.

Success check: The support request contains plan context but no payment-sensitive details.

Branch questions

Completion check

Current visible plan state was checked.
The exact limit or upgrade question is named.
No payment-card or bank details are included.

Support boundary

Support can use by default

  • Article slug and selected boundary question.
  • Screen, plan, or workflow name if visible.
  • Browser, viewport, and account-visible state.
  • Synthetic example or already-redacted sample only after review.
  • Intent ID
  • Article slug
  • App route

Requires your consent

  • User-written description
  • Email address
  • Explicit attachment
  • Redacted sample
  • Support bundle previewed to the user

Not collected by default

  • Raw original document text
  • Full local file paths
  • Pasted private content
  • Unmasked screenshots
  • Replay capture

Safe support summary

Copy a scrubbed handoff.

Redactorr KB support summary

Article: /knowledge-base/billing-plan-limits
Selected issue: Your account screen and pricing page show different limits.
Playbook progress: 0/3 steps marked complete

Safe context to include:
- Article slug and selected boundary question.
- Screen, plan, or workflow name if visible.
- Browser, viewport, and account-visible state.
- Synthetic example or already-redacted sample only after review.
- Intent ID
- Article slug
- App route

Requires explicit consent:
- User-written description
- Email address
- Explicit attachment
- Redacted sample
- Support bundle previewed to the user

Do not include by default:
- Raw original document text
- Full local file paths
- Pasted private content
- Unmasked screenshots
- Replay capture

User note:
- Describe the step and symptom without pasting raw document text, secrets, files, or restoration material.

Article details

Billing, plan limits, and upgrades

Understand plan information carefully when pricing and backend enforcement are still being reconciled.

Current Boundary

Plan names and prices may be visible in product or pricing pages, but Free and Pro limits have known source-of-truth contradictions that must be reconciled before this article can be used as a definitive limit table.

Outcome

You know where to check current plan details, what not to assume, and how to ask support about limits safely.

Before You Start

  • Open the current pricing or billing screen available to your account.
  • Do not send payment-card details to Redactorr support.
  • Separate plan price, usage limit, and feature availability questions.

1. Check the plan shown to you

Use the plan, billing, or pricing screen visible in your account as the starting point. Screens can change faster than static help articles.

Check before you continue: You know the plan name and visible account state.

2. Separate the limit question

Ask whether your question is about document volume, custom patterns, seats, AI sessions, exports, or upgrade path. Do not combine them into one vague billing issue.

Check before you continue: The question names the exact limit or upgrade decision.

3. Contact support without payment details

If the product screen and pricing page disagree, send the plan name, visible limit label, and route. Do not send card numbers, bank details, or private invoices.

Check before you continue: The support request contains plan context but no payment-sensitive details.

Completion Check

  • Current visible plan state was checked.
  • The exact limit or upgrade question is named.
  • No payment-card or bank details are included.

Safe Examples

  • My account shows Pro and the custom-pattern limit label is unclear.
  • The pricing page and workspace limit text appear to disagree.

If You Need Support

Contact support when:

  • Your account screen and pricing page show different limits.
  • An upgrade or seat change does not appear after purchase.

Include only support-safe context:

  • Article slug and selected boundary question.
  • Screen, plan, or workflow name if visible.
  • Browser, viewport, and account-visible state.
  • Synthetic example or already-redacted sample only after review.

Still stuck?

Copy a safe article handoff.

Start support with the article, the issue, and safe context. Raw document text, files, restoration material, and unredacted screenshots stay out unless you explicitly choose otherwise.

Support can start here
  • Article slug
  • Selected issue
  • Screen name
  • Action name
Redactorr support case

Source: Article playbook: billing-plan-limits
Route: /knowledge-base/billing-plan-limits
Selected issue: Your account screen and pricing page show different limits.

Safe context:
- Article slug and selected boundary question.
- Screen, plan, or workflow name if visible.
- Browser, viewport, and account-visible state.
- Synthetic example or already-redacted sample only after review.
- Article slug
- Selected issue
- Screen name or article section
- Action name

Only include with explicit consent:
- User-written description
- Email address
- Explicit attachment
- Redacted sample
- Support bundle previewed to the user

Do not include by default:
- Raw original document text
- Full local file paths
- Pasted private content
- Unmasked screenshots
- Replay capture
- Hidden diagnostic uploads

User note:
- Describe what you tried and what happened. Do not paste raw document text, secrets, files, restoration material, or unredacted screenshots.

Support case builder

One case format, wherever you start.

This is the same support case shape used by diagnostics and article handoffs.

Safe to include
  • Article slug and selected boundary question.
  • Screen, plan, or workflow name if visible.
  • Browser, viewport, and account-visible state.
  • Synthetic example or already-redacted sample only after review.
  • Article slug
  • Selected issue
Consent boundary

Private material belongs behind an explicit consent step, not in the initial case.

6 default exclusions

Before you copy0/4 ready
Open safe support guide