Common questions about plans and billing are answered below. You can change your plan or review your charges from Settings > Plans & Billing.
Can I try it for free?
With the Free plan, you can start using Lumo at no cost without registering a credit card.
Even on the Free plan, you can use core features, including planning, broadcast preparation, and analysis by the Marketing Agent. You can get started simply by telling the agent your goals. There is a monthly limit on the number of message broadcasts, and once you reach that limit you can no longer send broadcasts.
What are the differences between plans?
Each plan differs in its monthly message volume, available features, and support coverage.
| Plan | Main positioning |
|---|---|
| Free | Try core features for free |
| Starter | The basic plan for getting started with full operation |
| Business | A higher-tier plan with expanded features and message volume |
| Enterprise | The top-tier plan for large-scale operation |
You can review the details of each plan's monthly message volume, additional message unit price, and available features under Settings > Plans & Billing > View / Change Plan.
How are messages counted?
The message count is calculated as the total of messages sent in Chat and message broadcasts.
Auto Send Messages (auto replies) sent by features such as the Customer Agent are not included in the count. You can review this month's sent message count and additional message count under Usage in Settings > Plans & Billing.
What happens if I exceed the message limit?
The behavior differs depending on your plan.
| Plan | Behavior when the limit is exceeded |
|---|---|
| Free | You can no longer send messages |
| Paid plans | The amount exceeding the limit is charged at the additional unit price for each plan |
You can review this month's additional message count and additional message charges under Usage in Settings > Plans & Billing.
When do plan changes take effect?
Upgrades take effect immediately, while downgrades take effect after the end of your current billing period.
An upgrade (a change to a higher-tier plan) takes effect right away, and you can use the new plan's features. A downgrade (a change to a lower-tier plan) applies from the next billing period, and you continue using your current plan until then. You can change your plan from Settings > Plans & Billing > View / Change Plan.
Which is more cost-effective, annual or monthly billing?
If you choose annual billing, you receive a 10% discount compared to monthly billing.
If you plan to use Lumo over the long term, annual billing is more cost-effective. You can choose between monthly and annual billing during the plan change process.
Can I pay by bank transfer?
Customers in Japan can choose bank transfer.
To pay by bank transfer, you need to complete the process on the invoice payment platform Paid. From the contract information under Settings > Plans & Billing, enter your company information and apply to Paid. After applying, you review and change your registered information on the Paid side.
How do I change my payment method?
You can change it from the contract information under Settings > Plans & Billing.
For payment methods, you can choose either a credit card or bank transfer (via Paid, Japan only).
Can I issue an invoice?
You can download the relevant invoice from your billing history.
Please download the relevant invoice from Settings > Plans & Billing > Upcoming Charges & History. You can choose Japanese or English as the invoice language.
When is the billing timing?
The monthly fee is paid in advance, and additional message charges are paid afterward.
The monthly fee is paid in advance at the beginning of each month, while additional message charges are closed at the end of each month and paid afterward around the 10th of the following month. The contract period starts from one month, and there is no proration.
What happens if I cancel?
After cancellation, you can continue using Lumo until the end of your current billing period, and after that period ends you move to the Free plan.
To cancel, go to Cancel in the contract information under Settings > Plans & Billing and click Cancel. Please complete the process at least 10 business days before your contract renewal.
What to check before canceling
- When you cancel, the LINE Official Account connection settings are also deleted at the same time
- If you want to keep your account, choose a downgrade to the Free plan instead of canceling
- After cancellation, you can continue using Lumo until the end of your current billing period
Is there anything to be aware of when downgrading?
A downgrade applies from the next billing period, and there are no refunds or proration.
- Please complete a downgrade at least one month before your contract renewal. If you miss the deadline, it cannot be applied from the next contract period
- A downgrade applies from the next billing period, and you can use your current plan during the current billing period
- Features not included in the plan you downgrade to become unavailable after the change takes effect
- Because the message limit is lowered, additional message charges may apply depending on your send volume
- There are no refunds of the price difference or proration. Even when you downgrade during an annual billing period, the discount difference is not refunded
Do I need the onboarding support service?
It is not required. You can start using Lumo as a self-service.
You can use it when you need specialized support for tasks such as initial setup, ID integration, tool migration, and scenario building. It includes Zoom consultations and chat support. You can apply from Onboarding Support Service in Settings > Plans & Billing.