Simple pricing, honest limits

Questions people actually ask

What counts as a ticket?

One report submitted by one of your visitors is one ticket, counted the moment we accept it. A ticket counts once no matter how many recipients it is emailed to, and screenshots, console logs, and network logs attached to it cost nothing extra. A submission that failed before it reached us — the visitor lost their connection, say — is not counted, so a retry is not double-billed. The counter is per account (across all your projects), runs on calendar months in UTC, and resets on the first of the month.

What happens when I go over my monthly limit?

We never drop reports. Going over the limit does not disable your widget, reject submissions, or lose a single bug report. Tickets past your limit are accepted, stored, emailed, and flagged over limit in your inbox, and the account owner gets an email — at most one a day, not one per ticket — suggesting an upgrade. Losing a customer’s bug report because of a billing threshold would be the worst thing this product could do, so it does not do it.

Do you charge per team member or per recipient?

No, and there is no per-seat pricing at all. Each project notifies up to 25 email addresses, and a recipient does not need a SupportShot login — they just get the email, which is how most teams use this. You pay for projects and ticket volume, nothing else.

Can I add my teammates to the account?

Not properly yet, and we would rather say so before you pay. An account belongs to exactly one workspace and there is no switcher, so we can only add somebody who does not already have a workspace — and every signup gets one immediately. In practice that means accounts are single-workspace today and multi-user workspaces are still coming. Notification recipients are the part that does work: they need no account at all, and most teams route tickets to a shared inbox or an alias. Nothing about your plan or price changes when workspace switching ships.

Do I need a credit card to start?

No. The Free plan needs an email address and a password, and it stays free indefinitely — it is not a trial that expires. You only enter card details if you choose to upgrade.

How do upgrades, downgrades, and cancellations work?

Billing runs through Stripe. Upgrades take effect immediately and Stripe prorates the difference for the rest of the period. Canceling or downgrading keeps your current plan until the end of the period you have already paid for, then drops you to the lower tier. Nothing is deleted and nothing switches off when you drop down: your tickets, screenshots, and existing projects all keep working. The project limit is checked when you create a project, so while you are above the new plan’s limit you simply cannot add another one until you are back under it. You can manage or cancel the subscription yourself from the billing page — no email to us required.

How long do you keep tickets and screenshots?

Tickets and their screenshots are kept until you delete them or close your account. Deleting a ticket removes its screenshots from storage and invalidates the image links in the emails that were already sent. To close your account, email support@supportshot.com from the address you signed up with; deletion propagates through our systems within 30 days. Full details are in the privacy policy.

Is there a refund policy?

Yes. If SupportShot is not doing what you expected, email support@supportshot.com within 30 days of a charge and we will refund it in full. No form to fill in, no reason required.

What if 10,000 tickets a month is not enough?

Then you have more traffic than the Business plan was drawn for, and a standard tier is the wrong answer. Email support@supportshot.com with rough volumes and we will quote something that fits. In the meantime the over-limit rule still applies: your reports keep arriving.