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 — never got counted, so retrying that one costs nothing. The counter is per account (across all your projects), runs on calendar months in UTC, and resets on the first of the month.

Can the same report be counted twice?

Yes, in one case, and you should hear it from us rather than find it. The widget waits a minute for our answer before it gives up and offers the visitor a retry. If the delay was ours — the report had already arrived and our reply was slow — that retry files it again, and nothing on our side recognises the two as one report. It takes a slow response and a visitor who presses the button a second time, so it is uncommon; when it happens, the month’s count is one higher than the number of bugs you were told about, and you will see it as two references carrying the same message within a minute of each other.

The bound is the part worth being exact about, so here is all of it. Plans are flat monthly prices: there is no overage billing, and a ticket past your allowance is accepted, stored, emailed and flagged rather than refused. So a duplicate cannot produce a charge you did not agree to. What it can do is bring forward the day we email the account owner suggesting an upgrade. If one ever tips you into an upgrade you did not need, the refund answer on this page is unconditional and covers it: email support@supportshot.com within 30 days and we return the charge in full.

What happens when I go over my monthly limit?

Nothing is dropped for going over your monthly ticket allowance. Going over does not disable your widget, reject submissions, or lose a 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.

Is there any other way a report can be refused?

Yes, and it is worth knowing before you need it. Two rate limits protect the ingest API, and both are abuse controls rather than billing limits: ten submissions per minute per project, which stops a stuck script flooding your inbox, and sixty per minute per source IP address, applied before we know which project a report belongs to. A visitor filing a report, retrying it, or opening a second tab is nowhere near either, so in normal use you will never meet them. When one does refuse a submission the server answers 429, and that report is not stored, not emailed, and not counted against your plan — it is gone. The visitor is told the submission failed and that waiting a moment and pressing send again will work, and their text is kept in the form so retrying costs them nothing. We will not pretend this is invisible: your dashboard does not currently show you that a refusal happened, so if you run an unusually busy site and want to know whether you are meeting these limits, email support@supportshot.com and we will look.

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?

No — not at all today, and we would rather say so before you pay than after. An account belongs to exactly one workspace and there is no way to switch between them, so every SupportShot account already has a workspace of its own and cannot join a second — including an account created for no other purpose than to be added to yours. That leaves nobody the feature could work for, so rather than keep a form that could only ever fail we have taken it out: Org settings says “Adding people is not available yet” and offers no invite. It comes back when workspace switching ships, and nothing about your plan or price changes when it does. Notification recipients are the part that does work and they need no accounts at all: up to 25 email addresses per project get every report, and a shared inbox or an alias is how most teams run this.

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. Cancellations take effect at the end of the period you have paid for. Plan downgrades take effect when Stripe applies them — if you use the billing portal to switch plans, the change and its proration are handled by Stripe. 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 cannot add another one until you are back under it — and getting back under it is your own move: an owner or an admin can delete a project from its settings page, which frees the slot. That deletion is permanent and takes the project’s reports and screenshots with it, so the page asks you to type the project name first. 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. We do not expire them on a timer. Deleting a ticket removes its screenshots from storage and invalidates the image links in the emails that were already sent. Closing your account is something you do yourself, not something you ask us for: the workspace owner deletes it from Org settings, confirming by typing the workspace name, and that one action erases the projects, tickets, screenshots, recipient lists and member accounts before the page comes back. The subscription is cancelled immediately afterwards rather than first — the terms say what that ordering means and what the worst case costs. If you want to keep the reports, export them first — each project’s settings page downloads its reports as JSON or CSV, one project at a time, and closing the account does not do it for you. The only copy that outlives it is a backup taken beforehand, and no backup is kept longer than 14 days. Full details are in the privacy policy.

Can I subscribe with JavaScript disabled?

Yes, and you do not have to ask us for it. Each upgrade button is a real submit button inside a real form. With scripting on, it opens Stripe Checkout through a background request so we can show you a problem in place rather than by navigating; with scripting off — or simply before the page has finished loading — the form posts instead, the server starts the same Stripe Checkout session, and your browser is sent to it. Same checks, same checkout, same price. The rest of the dashboard works the same way: signing up, logging in, creating projects, reading tickets, adding recipients, changing your email address, deleting things, and managing or cancelling a subscription through Stripe’s billing portal. The one thing that is JavaScript by nature is the widget you install on your own site, which is what a widget is.

What do the support targets actually promise?

Less than the words look like, and we would rather say so here than leave it to the terms. Pro carries a one-business-day response target and Business is answered ahead of it; both are targets we work to rather than commitments you could hold us to, which is exactly what section 9 of the terms says. On Free there is no target at all. There is also no contractual uptime guarantee on any plan and no status page, so if SupportShot looks down to you, writing to us is how you find out whether it is. What every plan does get is the same mailbox, read by the people who build this rather than by a first line who will pass it on — the contact page says what to put in the message.

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. Business is the largest plan we sell, so there is nothing above it to move you to: email support@supportshot.com with your rough monthly volumes and we will quote something that fits. If you are already on Business and go over, we email you the same invitation rather than a link to a plan that does not exist. In the meantime the over-limit rule still applies: your reports keep arriving.