Help · Plan and billing
What your plan includes and how the artificial intelligence allowance works
Your plan defines how much of the system you can use: how many locations, how many users, how many orders per month and how much artificial intelligence.
You can see all of that, along with how much you've used in the period, in «Configuraciones → Plan y consumo» (Settings → Plan and usage) (also from «Mi licencia» (My license), in your account menu).
It's visible to whoever has permission to view the license (by default, the Administrator role). Someone who can view the license but not manage payments sees the expiration date, usage and consumption, without prices, cards or payments; to renew or buy a module, they ask whoever manages the account.
System screenshot, customers onlySettings → Plan and usage: what you signed up for at the top, what you've used at the bottomSee it in your account
#The artificial intelligence allowance
Every reply the assistant generates uses up part of the monthly allowance. How much depends on how long the conversation is and how much information it needs to look up to reply.
When the allowance runs out, the assistant stops replying automatically until the next period or until you increase it. Your conversations, orders and settings aren't affected: the only thing that stops is the automatic replies.
When the month's usage reaches 80% and when it runs out completely, you get a warning email. It goes to your restaurant's email — the one you see in Settings → Restaurant details — not to each person on your team: it's a single shared allowance, and that's why there's only one warning per restaurant. Each of the two warnings arrives at most once a month, even if usage keeps going up and down after crossing it.
#The internal assistant also uses the allowance
The assistant your team uses inside the dashboard comes out of the same allowance. It's included in your plan, not charged separately.
There's only one allowance. There isn't one pool for your customers and another for your team: both draw from the same monthly total.
Serving your customers comes first. So that service doesn't run out of allowance because of internal questions, the dashboard assistant stops replying before the total runs out, and that final stretch stays available only for your customers. If the internal assistant stops replying before the other one, that's why, not because of an error.
The dashboard assistant is called Nero and lives in a purple tab, with its face, attached to the right edge of the screen: tap it to open it. With the clock icon you open the history, where you see how much of the month's usage went to each one.
Right there is the switch to turn it on or off for the whole restaurant, and only someone with the administrator role sees it: that's the person responsible for the allowance. If you want Nero to stop appearing for someone in particular without turning it off for everyone else, that isn't done with that switch but with their role's permissions, in Roles and permissions.
#How many tokens you give Nero
In the same settings, whoever manages the account decides how much Nero can spend:
- Nero's monthly cap: a maximum number of tokens for the whole month, within your plan's allowance. When it reaches it, Nero says it hit the cap you gave it, and service to your customers carries on as usual. If you don't set a cap, only the final stretch reserved for your customers applies.
- Tokens per question: how much a single question can spend. With fewer, each question costs less; with more, Nero can handle big requests in one go, like filling in many menu descriptions.
In Settings → Plan and usage, the month's AI usage shows how much went to serving your customers and how much to Nero. If your restaurant loaded its own OpenAI key, Nero uses it and the cost goes to your OpenAI account.
#When you reach a limit
The system doesn't delete anything when you reach a limit. It stops letting you create more than you signed up for, but everything that already exists keeps working.
If you reach the month's order limit, the orders already taken are kept and can still be managed.
#Downloading your data to Excel
You can download your orders, your contacts and your reservations to Excel, from the export button on each of those screens. You get the same thing you're looking at: any filters you have applied also apply to the file.
During the trial period, downloading isn't available. When you move to a plan it's enabled, and your trial data is still there: nothing is lost because you started with a trial.
If you press export and the system tells you your plan doesn't include it, it's not an error or a problem with the file. Changing plans enables it right away.
#Modules you add separately
Some features don't come with the base plan and are added separately, like the point of sale with a kitchen display, or table reservations.
When a module is activated — because you signed up for it, because we enabled it for you or because a trial started — Nero introduces it in the side menu the first time you enter the dashboard: its icon appears along with a note saying what was activated. After that it stays in the menu like any other section. If you closed that introduction before it finished, you can watch it again from the notification bell: the "Module activated" notification has a "Watch again" button.
If you try to use a feature you haven't signed up for, the system tells you instead of failing. Your data is kept: if at some point you had the module and cancelled it, the information is still there and becomes available again when you sign up for it again.
#While you're trying a module
A few days before a module's trial ends, a card with a calendar page appears at the bottom left of the screen, showing how many days are left and the date it ends. From there you can sign up for it, or ask to be reminded later.
Closing the card or asking to be reminded doesn't turn it off forever: if you keep entering that module with the trial about to expire, it shows up again. It doesn't disappear on its own after a few seconds, and it doesn't pause because you hover over it.
#Notifications in the bell
The bell lets you know when a payment is received, the plan is renewed, a charge fails or the card changes. Platform notifications carry the "CorekChat" badge so you can tell them apart at a glance, and they're kept for six months — longer than the rest, because sometimes they're needed for the accounting close.
#Changing plans
In Settings → Plan and usage, the «Elegir plan» (Choose plan), «Cambiar plan» (Change plan) or «Renovar plan» (Renew plan) button (depending on your license) opens the selector, with your current plan and the billing cycle you signed up for (monthly or yearly) and, if you have an automatic subscription, the date and amount of the next charge. If you paid once, it shows instead when it expires and how much it costs to renew.
Next to each plan you can choose, you see how each item compares to yours: better, the same or worse, with a note of how much you've used when that change would leave you above the new limit.
System screenshot, customers onlyThe arrows compare against your plan: green if it improves, amber if you'd lose somethingSee it in your account
If you agreed on a special price for your plan with CorekChat, your plan's card shows it with the badge «Precio acordado para su cuenta» (Price agreed for your account), and that's the amount charged when you renew it. The agreement belongs to your current plan: if you move to another plan, the new plan's list price is charged.
If you pay by card, you enter it in a form that belongs to MercadoPago: CorekChat never sees the full number or stores it on its servers.
#Your cards
In Settings → «Tarjetas y pagos» (Cards and payments) you can save several cards. One of them carries the «Renovación automática» (Automatic renewal) mark: that's the one charged at each renewal. With «Usar para la renovación» (Use for renewal) you pick another one, and with «+ Agregar tarjeta» (+ Add card) you add a new one without being charged anything. If you pay for your plan with a new card, that one becomes the renewal card.
System screenshot, customers onlySettings → Cards and payments: the cards at the top, what you paid at the bottomSee it in your account
Two rules so the renewal is never left without a card:
- There's always at least one card on file: the last one can't be deleted. If you want to change it, add the new one first.
- The renewal card can't be deleted while you have others: first mark another one as the renewal card.
An expired card is marked in red and can't be chosen for the renewal. To see and change cards you need permission to manage the license.
#If your license expires
With an expired license, the account is locked: when you sign in you'll see a full-screen notice with the reason and the renewal amount, and you won't be able to keep operating until you renew. The «Renovar el plan» (Renew the plan) button takes you straight to choosing how to pay for your plan (card with automatic renewal or a one-time payment); if you'd rather have another plan, you can go back to the list from there.
The lock leaves open the sections you need to pay: your plan, the account settings and the billing screens. That's on purpose, so you can renew on your own without having to write to us.
Nothing is lost. Your orders, conversations, menu and settings stay exactly as they were, and when you renew everything works again with your data intact.
What does switch off is customer service: with the account locked, the agent stops replying and your WhatsApp disconnects. When you renew, connect it again from Settings → Integrations by scanning the QR code. If your paid plan expired because a charge didn't go through, you have a few days of grace before the lock: while they last, everything keeps working, the agent included.
The same happens when the trial period ends. A trial isn't renewed: it's replaced by choosing a plan.
#Your billing details
In «Configuraciones → Datos del restaurante → Datos de facturación» (Settings → Restaurant details → Billing details) you enter who your subscription invoice is issued to: company or personal name, country, type and number of tax ID, tax address, the email the invoice goes to and, if it applies in your country, your tax regime.
If you haven't chosen a billing country yet, it starts with your restaurant's country (the «País» (Country) field on the same screen); one that's already saved doesn't change even if you change the restaurant's.
The form adapts to the country you choose: in Colombia it asks for the NIT with its check digit and tax responsibilities; in Mexico, the RFC, tax regime and postal code; in Argentina, the CUIT and VAT status. If your country isn't on the list, choose «Otro país» (Other country) and enter the tax ID you use.
If your billing information is the same as your company's, leave «Usar los mismos datos básicos» (Use the same basic details) on and you don't need to fill in anything else.