Here are answers to the questions our team hears most often about billing, credits, and plan management for our Self Service plans.
Credits & usage
What counts as a credit?
A credit is used each time you reveal a contact's phone number or email address. Credit costs per detail vary depending on your specific plan. Viewing a contact you've already revealed costs nothing.
Do unused credits roll over?
On monthly plans, unused credits roll over up to 2× your monthly limit. For example, on a 100-credit plan, you can hold a maximum of 200 credits at any time. On annual plans, all credits are allocated upfront and reset at the end of the annual cycle - they don't carry over.
Where can I see my remaining credits?
Press your name at the top right corner → Analytics to see your total, used, and remaining credits for the current billing cycle. Admins can also view usage per team member.
When do my credits renew?
Go to Settings → Payment & Subscription to find your renewal date. Credits reset on that date each month (or year, for annual plans).
Can I buy more credits mid-cycle?
Yes. Go to Settings → Payment & Subscription to add credits. Upgrades to a higher plan apply immediately. Scale users can reach out to their dedicated Account Manager.
Plans & upgrades
What are the four Lusha plans?
Lusha offers Free, Pro, Premium, and Scale. For a full feature comparison, see our Pricing Page.
What happens if I upgrade mid-cycle?
Upgrades apply immediately. The charge for the remainder of your current billing period is prorated - you pay only for the days remaining in the cycle.
What happens if I downgrade?
Downgrades take effect at the end of your current billing cycle. Your current plan and credits remain active until then.
Can I get a custom plan?
Yes. The Scale plan is fully customizable - including credit volume, seat count, and contract terms. Contact the Sales team to discuss options.
Payments & invoices
Why was my payment declined?
Common reasons include an expired card, insufficient funds, or a billing address mismatch. Go to Settings → Payment & Subscription → Update Payment Method to update your details. For a full list of decline reasons, see the Decline Payments Reasons article.
Where can I find my invoices?
Go to Settings → Payment & Subscription → Invoices to view and download all past invoices and receipts.
Do you charge VAT or sales tax?
Lusha charges VAT where required by law. See the Tax-Related Documents article for details on tax forms and certificates.
Subscription management
Does my plan renew automatically?
Yes - paid plans renew automatically unless you cancel. Free accounts do not auto-upgrade. You can manage your subscription in Settings → Payment & Subscription
Can I freeze my subscription instead of cancelling?
Yes. You can freeze your account for 1 or 2 months, up to twice per year (with a 3-month gap between freezes). Go to Settings → Payment & Subscription → Cancel Plan → Continue Cancel → Select the Freeze Duration. Admin access is required. Freezing doesn't permanently cancel billing - cancel separately if needed.
Freezing is available only to our monthly plans.
How do I cancel?
Go to Settings → Payment & Subscription → Cancel Subscription. Your access continues until the end of the current billing cycle. For details on what happens to your data after cancellation, see the Account Cancellation Details article.