You can sign up for or change a plan, check your usage, manage payment methods, and handle billing all from "Settings" > "Usage & Billing". Both Marketing Agent and Customer Agent are available on every plan, and the agents handle planning, broadcast preparation, execution, and analysis. You simply share your goals and approve, and the operation moves forward.
Plans
Lumo offers four plans, and Marketing Agent and Customer Agent are available on all of them. What differs between plans is your monthly message allowance and the range of features you can use.
You can check the pricing, message allowances, and per-message rates for additional messages on each plan in "Plan comparison" and on the "Settings" > "Usage & Billing" > "View or change plan" screen. If you choose annual billing, you receive a 10% discount compared with monthly billing. Prices and unit rates shown on screen are tax-exclusive; consumption tax is added at billing.
How message counts are calculated
Your message count is the total of messages that staff send in Chat and Message Broadcasts. Automatic replies sent on the spot in response to a friend's action are not included in this count. Messages that Lumo sends after a delay, such as those from Workflows and Auto Send Messages, are included even though they're automated. For details, see "The two kinds of message limits".
Messages sent beyond your free allowance are billed as additional messages at a per-message rate. The Free plan doesn't allow additional sending.
Features by plan
Higher-tier plans give you access to more features. All features of a lower-tier plan are included in the higher-tier plans.
Available on all plans
- Marketing Agent
- Customer Agent
- LINE Friends management
- Message Segment broadcasts
- Auto Send Messages
- 1:1 Chat
- Mobile chat app
- Shopify integration
- Klaviyo integration
- Custom QR Code
- Friend-add CTA
Starter Plan and above
- Smart Rich Menu
- AI Knowledge Base
Business Plan and above
- Analytics Reports
- Dashboard customization
- HubSpot integration (Starter plan or higher outside Japan; LINE Official Accounts migrated from CONNECT can use it on any plan)
- Human support
Enterprise Plan
- LINE Notification Message
- System integration API
- Integration with external AI agents
- Dedicated customer success
Trying it with a free trial
You can try the features of a higher plan with a 14-day free trial. No credit card is required. For everything from starting a trial to what happens after it ends, see "How the free trial works".
There are three places to start a trial.
- Start from "Try free for 14 days" in the contract information under "Settings" > "Usage & Billing". It gives you 14 days with the Business plan features
- You can also start one on the spot from the dialog that appears when you open a feature that needs a higher plan
- If a Free plan account hasn't used a trial yet, a "Try Business free for 14 days" banner appears at the top of the screen. Choose the account and start from "Start free trial"
Trials are started per LINE Official Account. During a trial, "On trial" appears on the account list and the plan screen, and the days remaining show in the banner at the top. The contract information screen tells you when the trial ends.
After the trial ends
When the trial period ends, that account moves to the Free plan. To keep using a paid plan, apply from "Apply for a paid plan" in the contract information during the trial, or from "View or change plan" after it ends. When you open the dashboard after the trial ends, the "Your free trial has ended" dialog appears: "Apply for a paid plan" takes you to the paid application, and "Ask about an extension" lets you contact support.
You can't try the same plan again, or any plan below it. Moving up the ladder is fine, though — you can try the Business plan after trying the Starter plan.
Signing up for or changing a plan
You can sign up for and change plans on a self-service basis from the management screen. The steps are as follows.
- Click "Settings" in the navigation menu
- Open "Usage & Billing"
- Click "View or change plan"
- Select the plan you want to switch to
- Select your billing cycle (monthly or annual)
- Set up your payment method and company information
- Review the details and click "Confirm changes"
For an account on a trial, the button reads "Apply for a paid plan" instead. With card payment, the paid plan starts once the card is authenticated; with bank transfer, it starts once the Paid review is complete. See "How the free trial works" for details.
Types of change and when they take effect
The timing and the charge depend on the kind of change.
| Type of change | When it takes effect | Charge |
|---|---|---|
| Signing up for a paid plan (from Free) | Immediately | The full fee for the current month (monthly) or the full year (annual) is charged the same day. No proration |
| Upgrade to a higher plan (same billing cycle) | Immediately | The difference between the old and new plan is charged the same day. For monthly billing this is the difference for the current month, with no proration. For annual billing it's the annual difference prorated by the months left in the term, counting the current month in full. The exact amount is shown on the confirmation screen |
| Downgrade to a lower plan | From the next contract period (scheduled) | The current period stays at the current plan's price. No refund or proration of the difference |
| Monthly to annual billing | From the 1st of next month (scheduled) | The current month stays monthly, and the full annual fee is charged on the effective date |
| Annual to monthly billing | From the period after the current annual term ends (scheduled) | Monthly fees start on the effective date. The annual fee isn't refunded |
| Change to the Free plan | At the end of the current contract period | Handled as a cancellation. See "Canceling your subscription" |
A scheduled change appears under "Scheduled plan change" on the contract information page together with its effective date. Before that date, you can withdraw it with "Cancel plan change". While a change is scheduled, a cancellation request can't be accepted, so withdraw the scheduled change first if you want to cancel.
You can schedule a downgrade until the current contract period ends. For a downgrade between paid plans, limits such as your message count are lowered, and any overage is subject to additional message charges. When an account moves to the Free plan, you can't send beyond the free allowance, and rich menus applied from Lumo are removed from LINE automatically (the change shows when the friend next opens the chat). Their images and settings remain in Lumo.
Payment methods
You can choose between credit card and bank transfer as your payment method.
Credit Card
We support VISA, Mastercard, AMEX, JCB, and Diners Club. You can register or change your card details from "Payment Method" on the contract information page under "Settings" > "Usage & Billing". For customers in Japan paying by credit card in Japanese yen (JPY), a 10% Japanese consumption tax is added at billing to both the monthly fee and additional-message charges.
Bank Transfer
To use bank transfer, you need to complete the process with Paid, an invoice payment platform. Enter your corporate and contact information in the company information on the contract information page, apply to Paid, and you can start using it once the review is complete. After you apply, you review and change your registered information on the Paid side. The billed amount including consumption tax follows the invoice issued by Paid.
After you apply, Paid sends a verification email to your billing email address. The review starts once you complete the verification with the button in that email.
Changing your payment method
If you change your payment method while on a paid plan, the change is scheduled for your next renewal. Under "Payment Method" on the contract information page, choose the new method under "Payment method from the next renewal", save, and click "Schedule change" in the confirmation dialog. To switch to bank transfer, enter your company information and apply to Paid.
- The current contract period is still billed through the current method
- If the new payment route (the Paid review or card authentication) isn't ready by the end of the period, the renewal uses the current method and the switch moves to the following renewal
- While the change is scheduled, you can't schedule another plan change or cancellation
- Before external preparation begins, you can withdraw it with "Cancel scheduled change". Once preparation has started, it can't be withdrawn
You can check the status under "Scheduled payment method change" on the contract information page. If processing stops partway, click "Check and resume". On the Free plan or during a trial there is nothing to schedule: you simply register a card or apply to Paid.
Billing timing
The monthly fee and additional message charges are billed at different times.
| Item | Timing |
|---|---|
| Monthly fee | Paid in advance at the beginning of each month |
| Annual fee | A full year paid up front when the paid contract starts, or on the 1st of the month when a switch from monthly billing takes effect (no proration, based on calendar months) |
| Upgrade difference | Charged on the day you move to a higher plan |
| Additional message charges | Closed at the end of each month, paid in arrears around the 10th of the following month |
Contract periods start from one month. There is no prorated calculation.
Checking your usage
You can check this month's message usage and additional charges from "Settings" > "Usage & Billing". Usage is managed per LINE Official Account, so select the relevant LINE Official Account on the screen.
The number of messages sent is shown in two rows: "LINE Official Account" and "Lumo". The two figures can differ because they are counted by different sources.
| Item | Details |
|---|---|
| Messages sent (LINE Official Account) | Messages counted by LINE this month. This includes messages sent from LINE Official Account Manager or other tools, and excludes friends who have blocked the account. The limit is your LINE Official Account plan's limit |
| Messages sent (Lumo) | Messages sent from Lumo this month. The limit is your Lumo plan's free allowance. Additional message counts and charges are calculated from this figure |
| Additional messages this month | The number of messages sent beyond the free allowance |
| Additional message charges this month | The cost of additional messages |
Usage is updated periodically. If the latest figures are not displayed, please reload the page.
Setting a supervisor
When you set a supervisor, you can receive usage alert notifications by email. This helps you anticipate exceeding broadcast limits or incurring additional charges in advance.
Set the supervisor and the alert notification limit on the usage screen. Alerts arrive at each stage.
- When you exceed the alert notification limit you set yourself
- When you reach 80%, 100%, 150%, or 200% of your LINE plan's limit
- When you reach 80% or 100% of your Lumo plan's limit
Within the same month, the notification for a given stage arrives only once. Even if you got a notification for a lower stage early in the month, you'll get another one when you reach the next stage, so you won't miss how the overage is progressing. The email tells you which stage you reached, your usage, and includes a link to the billing page.
Checking your billing history
You can check upcoming and past billing under "Settings" > "Usage & Billing" > "Billing Schedule & History". Invoices and receipts are downloaded from the same page.
- Open "Settings" > "Usage & Billing"
- Select "Billing Schedule & History"
- Choose the relevant item from the list and download it from "Invoice / receipt"
The list shows the following columns.
| Column | Details |
|---|---|
| Billing date | The date the invoice was issued |
| Usage period | The period the charge covers |
| Plan | The plan the charge is for |
| Amount | The billed amount. Card payments include tax; bank transfer (Paid) amounts exclude tax |
| Status | Shown only for charges that need your attention. "Awaiting payment" means the payment hasn't been completed |
| Amount remaining | The unpaid amount on a card payment |
A card charge that hasn't been paid shows a "Review or complete payment" link. If the card needs additional authentication, use this link to complete payment of that same invoice. Bank transfer (Paid) charges are checked in Paid via "View billing in Paid". A confirmed order in Paid doesn't mean the payment has been received. Check Paid for invoices, tax-inclusive totals, and payment status.
Use the page controls to see older charges. You can switch the invoice language (Japanese or English) in your company information settings.
Setting your company information
You set the recipient for invoices and receipts in the company information on the contract information page. The main items you can set are as follows.
| Item | Details |
|---|---|
| Company name | The company name for billing |
| Company address | The billing address |
| Billing email address | The recipient for invoices and receipts |
| Addressee | The addressee shown on invoices |
| Invoice language | Japanese or English |
If you use bank transfer, you also enter the corporate and contact information required for the Paid review from the company information.
Canceling your subscription
You cancel with "Cancel subscription" under "Cancellation" on the contract information page. Choosing the Free plan under View or change plan leads to the same cancellation process.
- Cancellation is accepted until the current contract period ends. Your subscription ends at the end of the current period, and you can keep using it until then
- When the period ends, the account moves to the Free plan and no further base fees accrue. Additional message charges and unpaid amounts from before the cancellation may still be billed afterward
- Cancelling your paid plan keeps your LINE Official Account connection settings. To remove a LINE Official Account connection or delete your workspace, use the corresponding settings page separately
- Your data such as friends, broadcasts, and Workflows remains. If you want the data deleted, delete the Workspace separately
For workspaces migrated from CONNECT, changing to the Free plan removes the plan settings carried over during migration. Please contact support before changing your plan.
The cancellation confirmation screen
When you click "Cancel subscription", you see the account concerned, the date until which the paid plan remains available, and the date the Free plan starts (all in Japan time). You can also answer an optional survey: the main reason for cancelling, whether you'd recommend Lumo to others, what we could improve, and whether you'd like to speak with Customer Success. You can click "Confirm cancellation" without answering. Responses are shared internally for improvements and support. Choosing the Free plan under View or change plan shows the same confirmation screen, followed by "Your cancellation has been received" and the date until which you can keep using the plan.
Withdrawing a cancellation
Before the period ends, you can withdraw the cancellation with "Keep subscription" on the contract information page. Your current plan and billing cycle continue, and automatic renewal resumes on the next renewal date. Withdrawing doesn't create any additional charge. If you want to change your plan while a cancellation is scheduled, withdraw the cancellation first.
Cancelling during a trial
If you change to the Free plan during a trial, the trial ends immediately and the account moves to the Free plan. A trial that has ended can't be started again for the same plan.
Onboarding support service
The onboarding support service is paid support to help you start using Lumo smoothly. It covers onboarding tasks such as initial setup, ID integration, scenario building, and tool migration, as well as day-to-day operational consultations for things like usage questions or troubleshooting.
| Item | Details |
|---|---|
| Duration | 2 months |
| Details | Regular onboarding support consultations via Zoom meetings (up to 6 times) and communication through a chat tool |
You can apply from Apply for the Onboarding Support Service under "Settings" > "Usage & Billing". The onboarding support service can be requested on the Business plan and above.
When things don't work
If you run into trouble with a plan change or payment, please check the following points.
- You can't change your plan: Make sure you have Workspace administrator permissions
- You can't select bank transfer: The Paid review must be complete. You can check your application status on the contract information page
- Your usage isn't reflected: Usage is updated periodically. Reload the page to see the latest information
- You can't apply for the onboarding support service: The relevant LINE Official Account must be on the Business plan or above
- "Cancel subscription" is disabled: A cancellation can't be accepted while a plan change or payment method change is scheduled, or while a paid application is being processed. Withdraw the scheduled change or wait for processing to finish, then try again
- You can't delete your card: A card used to pay for your active plan can't be deleted. Add another card first, or delete it after cancelling
- "Review or complete payment" appears in billing history: The payment hasn't been completed, for example because the card needs additional authentication. Use the link to complete payment of that same invoice
- Paid registration doesn't complete: Guidance appears under "Paid application and invoice status" on the contract information page. Check your company information and billing email address, then save again. The review doesn't start until you click the button in the verification email from Paid
- "Change plan" is disabled: You can't change your plan while a cancellation is scheduled. Click "Keep subscription" first
- You can't cancel an account billed through CONNECT: While billing stays on CONNECT, you can't change the plan or cancel from Lumo. Switch first with "Switch billing to Lumo"