Common questions about plans and billing are answered below. You can change your plan or review your charges from "Settings" > "Usage & 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.
You can also try higher-tier features with a 14-day free trial. Start it from "Try free for 14 days" in your contract information. During the trial, a banner at the top of the screen shows the days left, and notifications arrive 7 days and 1 day before it ends. For details, see "How the free trial works".
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 |
The pricing, monthly message volume, additional message unit price, and available features of each plan are summarized in "Plan comparison". You can check the terms of your current plan under "Settings" > "Usage & Billing" > "View or change plan".
How are messages counted?
The message count is calculated as 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 (replies to the Rich Menu or keywords, and replies the Customer Agent returns on the spot) aren't included in the count. Messages that Lumo sends after a delay, such as those from Workflows and Auto Send Messages, are included even though they're automated. LINE messages sent from Klaviyo Flows or HubSpot workflows are included in the same way. You can review this month's sent message count and additional message count under "Usage Status" in "Settings" > "Usage & Billing". For details, see "The two kinds of message limits".
What happens if I exceed the message limit?
There are two kinds of limits: your Lumo plan's free allowance, and your LINE Official Account plan's own limit. The behavior differs depending on which limit you hit.
Exceeding your Lumo plan's free allowance
What happens when you exceed the free allowance depends 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 Status" in "Settings" > "Usage & Billing".
Reaching your LINE Official Account plan's limit
Your LINE Official Account plan itself also has a monthly broadcast limit. Once you reach it, you can't send broadcasts regardless of your Lumo plan. The broadcast stops with the "Needs Review" status, and administrators receive a "LINE message limit reached" notification. Consider changing your plan or purchasing additional messages in LINE Official Account Manager. This limit resets at the start of the next month.
When do plan changes take effect?
An upgrade that keeps the same billing cycle takes effect immediately; every other change takes effect from the next contract period.
| Type of change | When it takes effect |
|---|---|
| Upgrade to a higher plan (same billing cycle) | Immediately. The difference between the old and new plan is charged the same day. For annual billing it's prorated by the months left in the term, counting the current month in full |
| Downgrade to a lower plan | From the next contract period (scheduled) |
| Monthly to annual billing | From the 1st of next month (scheduled) |
| Annual to monthly billing | From the period after the current annual term ends (scheduled) |
Before the effective date, you can withdraw a scheduled change with "Cancel plan change" on the contract information page. You can change your plan from "Settings" > "Usage & Billing" > "View or 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. With annual billing, you pay for the full year up front when the paid contract starts, or on the 1st of the month when a switch from monthly billing takes effect (there is no proration). A switch back from annual to monthly billing takes effect from the period after the current annual term ends.
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" > "Usage & 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 under "Payment Method" in the contract information under "Settings" > "Usage & Billing".
For payment methods, you can choose either a credit card or bank transfer (via Paid, Japan only). While you're on a paid plan, the change is scheduled for your next renewal. The current period is still billed through the current method; if 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".
How do I switch my billing from CONNECT to Lumo?
Workspaces migrated from CONNECT switch with "Switch billing to Lumo" in the contract information.
As the switch deadline approaches, a banner appears at the top of the screen, and notifications arrive 7 days, 3 days, and 1 day before the deadline. When you switch, your current plan stays the same and Lumo billing starts on the 1st of next month — you're never billed twice for the switch month. For credit card payment, register a card before pressing the switch button. For bank transfer, complete the payee registration under Payment method, and billing switches automatically once the review is approved. Until you switch, you can't change the plan or cancel from Lumo.
Can I issue an invoice?
You can download the relevant invoice from your billing history.
Please download the relevant invoice from "Settings" > "Usage & Billing" > "Billing Schedule & History". You can choose Japanese or English as the invoice language.
When is the billing timing?
The monthly and annual fees are paid in advance, and additional message charges are paid afterward.
The monthly fee is paid in advance at the beginning of each month. The annual fee covers a full year and is paid up front when the paid contract starts, or on the 1st of the month when a switch from monthly billing takes effect. Additional message charges are closed at the end of each month and paid afterward around the 10th of the following month. The difference for an upgrade is charged on the day you change plans. The minimum contract period is one month, and there is no proration.
Are the displayed prices inclusive of consumption tax?
The prices and unit rates shown on screens such as "View or change plan" are tax-exclusive.
For customers in Japan paying by credit card in Japanese yen (JPY), a 10% consumption tax is added at billing to both the monthly fee and additional-message charges. For bank transfer (Paid), the consumption tax follows the invoice that Paid issues.
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 "Cancellation" in the contract information under "Settings" > "Usage & Billing" and click "Cancel subscription". Choosing the Free plan under View or change plan leads to the same process. Cancellation is accepted until the current contract period ends and takes effect from the next period. The confirmation screen includes an optional survey; you can cancel without answering.
What to check before canceling
- 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
- After cancellation, you can continue using Lumo until the end of your current billing period. No further base fees accrue after that, but additional message charges and unpaid amounts from before the cancellation may still be billed afterward
- After cancellation, your data such as friends, broadcasts, and Workflows remains. If you want the data deleted, delete the Workspace separately
- You can't cancel while a plan change or payment method change is scheduled. Withdraw the scheduled change first
- 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
Can I withdraw a cancellation?
Yes, as long as the current contract period hasn't ended.
Click "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. Once the period has ended and the account has moved to the Free plan, the cancellation can't be withdrawn; to return to a paid plan, apply again from "View or change plan".
Is there anything to be aware of when downgrading?
A downgrade applies from the next billing period, and there are no refunds or proration.
- You can schedule a downgrade until the current contract period ends. It takes effect from the next period, and you can withdraw it before the effective date
- 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
- For workspaces migrated from CONNECT, the plan settings carried over during migration may be lost. Please contact support before downgrading
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 "Apply for onboarding support" in "Settings" > "Usage & Billing".
What becomes unavailable when the trial ends?
When the trial ends, that LINE Official Account moves to the Free plan, and the higher-tier features become unavailable. Your data and settings remain.
Free messages drop to the Free plan's 200 per month, and you can't send beyond that. Features such as Smart Rich Menu, AI Knowledge Base, the HubSpot integration, and Analytics Reports become unavailable, but their settings remain and you can use them again once you sign up for a paid plan. 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, and you can still view the list and use "Remove from LINE" on the Free plan. The Shopify and Klaviyo integrations, LINE identity linking, Custom QR Codes, and friend-add CTAs (LINE Login setup required) remain available on the Free plan. For details, see "How the free trial works".
If I apply for a paid plan during the trial, when does billing start?
The paid plan starts as soon as the payment route is ready, and the full fee for that month (or the full year for annual billing) is charged.
Apply from "Apply for a paid plan" in the contract information. With card payment, the paid plan starts as soon as the card is authenticated. With bank transfer, it starts once the Paid review is complete, and your original trial deadline stays unchanged while you wait. Registering a payment method alone doesn't start the paid plan; if the trial ends without a paid application, the account moves to the Free plan. See "How the free trial works" for details.
How do I contract for multiple LINE Official Accounts?
You contract a plan for each LINE Official Account.
For example, if you connect three accounts to Lumo, you need three contracts. There are no additional charges based on the number of Workspace Members. While the Workspace has no paid subscription (a trial counts as paid), the Free plan allows only one connected account. Once one paid subscription exists, you can connect additional accounts on the Free plan.
Can the price change during my contract?
Prices don't change during the contract period.
If we revise our prices, the new prices apply from your next renewal, and we notify you in advance. You can decide before the renewal whether to continue under the revised terms.
What are the prices and payment methods outside Japan?
Taiwan is billed in New Taiwan dollars, and Thailand and other countries / regions in US dollars, by credit card only.
The applicable country or region is determined by the "Country / Region" setting of your LINE Official Account. You can check the amounts in "Plan comparison" and on the pricing page in each language. While a paid plan is active (including during a trial), the country / region can't be changed.
Can I switch from another tool?
Yes. Your LINE Official Account's friends are an asset on the LINE side, so they're available as they are once you connect the account to Lumo.
You can bring in friend attributes and tags with a CSV data import. Recreate QR codes and tracking links in Lumo and swap them in. Migration from LITTLE HELP CONNECT follows a dedicated procedure that carries over your settings. The onboarding support service (Business plan and above) also walks you through the data migration steps.