Plans and connections

Plans, visits and billing

Line Me Up is paid for by the business, never by its customers. This page explains the five plans, how visits are counted, how billing works, and where the owner sees all of it in the staff app.

Customers never pay#

Everything on this page is about what a business pays Line Me Up. A customer who joins a line, books a visit or follows their ticket pays nothing — there is no fee, deposit or charge of any kind on the customer's side, and the customer app has no payment step at all.

Prices you show on your own menu of services are there for the customer to read. Line Me Up does not take payments for them; your customers pay you the way they always have.

The five plans#

Every business is on one of five plans: Free, Basic, Standard, Pro and Premium. A new business starts on Free. The plans differ in how many visits are included each month, how big the business can be (lines, desks, people, TV screens), how far back reports reach, and a few features that only larger places need.

Prices are on the Pricing page, and this guide never repeats them so it can never disagree with it. Everything below is about what each plan includes.

A line is one waiting list — one for the doctor and one for the pharmacy, say. A desk is one place that serves at once: a doctor's room, a chair, a counter or a wash bay. Team counts everyone who can sign in to the staff app, the owner included. Each account is one location.

What each plan adds#

Every plan has the heart of the product:

• the Live Board and the Waitlist;
• Call next, They're here and Complete at the desk, with undo; no-shows and calling someone again;
• adding a visit at the desk, with a QR slip for the customer;
• your QR poster and link, opening hours and closed days;
• the customer's live ticket, their inbox and installing the app on their phone's Home Screen, in eight languages.

On top of that:

The full comparison, with prices, is on Pricing. The guide pages for each feature show which plan includes it in their "Plan" line.

What counts as a visit#

Plans are measured in visits. The staff app puts it in one sentence, under your plan card: "A visit is anyone who gets a place — a join, a desk add or a booking. Cancelled and missed visits count; a visit with several steps counts once."

In more detail:

• It is counted once, when it is made. A customer joining from their phone, someone added at the desk, and a booking each count at the moment the place is given — not when the customer is served.
• It is never taken back. If the customer later cancels, misses their turn, or the day closes before they are seen, the visit still counts. So does a visit whose customer later deletes their account.
• A visit with several steps is one visit. Sending a customer on from the doctor to the lab, bringing them back for a review, or moving them to another line counts nothing extra. Checking in for a booking does not count again either.
• Several services in one go are one visit. A customer who picks services on different lines and joins them all at once counts once.
• Something refused is not a visit. If a join or a booking does not go through, nothing is counted.
• A visit belongs to your business's month, in your own time zone. A booking made on 30 October for 3 November counts in October, the month it was made.
• Visits do not carry over. The count starts again on the 1st of each month, and any unused part of the allowance is not added to the next.

See your plan and this month's visits#

Only the owner sees the plan. In the list of Settings sections, Plan and visits already shows this month's count at a glance — for example "240 of 300 this month".

To read your plan in full:

1. Open Settings in the sidebar.
2. Press Plan and visits.
3. Read the card from the top: your plan's name; on a paid plan, its price on your billing cycle, plus GST; then this month's count — for example "812 of 1,000 visits this month" — with a bar that fills as the month goes on.
4. Under the bar, the card says how many visits are left this month, or, once you have gone past your allowance, how many visits are past it. On a paid plan it also says what each visit past the allowance costs.
5. How this month's visits came splits the count three ways: Joined from a phone, Added at the desk and Booked ahead.
6. Past months lists the count for each of the months before.
7. Last, a label says whether the business is in the directory — Listed in the directory, Not listed in the directory, and so on.

The bar turns to a warning colour once the month passes the allowance. The card is read-only: nothing on it can be changed by the business, because only Line Me Up changes a plan.

Are limits and charges applied yet?#

The plan card always says, in one bold line, whether your plan's limits apply. Read that line rather than assuming:

• "Nothing is charged or limited yet. This is the count billing will use when it starts." — the count is kept, but nothing is refused and nothing is billed. Every feature works on every plan. On Free, the card adds that past the allowance the business will need an upgrade, and that nothing is stopped yet.
• "Your plan's limits apply: what it does not include is refused." — the plan's limits and features are in force, as described in the next two sections.

What happens near and past your allowance#

When your plan's limits apply, the staff app tells you before the month runs out, not only when it does.

• At 80% of your allowance, the owner and managers see a strip at the top of the Live Board: "This month is at 800 of 1,000 visits."
• On a paid plan, past the allowance, nothing is refused. The strip says the month is past its visits and what each one after them costs; those visits appear on the month's invoice.
• On Free, which has no per-visit charge, the plan card says from which visit new visits are refused this month. Once the allowance is used, the strip reads "This month's 300 visits are used. New visits are refused until the 1st." A customer trying to join then sees that the business is not taking new visits right now and to try again later. Customers already waiting are not affected, and the count starts again on the 1st.

To deal with the strip on the Live Board:

1. Read it — it names this month's count and what happens next.
2. If you are the owner and want to move up, press Talk to us. It opens a page where you ask Line Me Up to change your plan.
3. Press Dismiss to hide it. It stays hidden on that device for the rest of the month, and comes back if the month moves on to the next notice (from nearly full to full, say) or a new month starts.

What happens at a limit on lines, desks, people or TVs#

When your plan's limits apply, the screens where you add things say how many you have against your plan — for example "3 of 3 lines on Basic" beside the add button on Lines. When you reach the limit the add button is greyed. The same goes for desks, people on your team, TVs and TV pages.

A feature your plan does not include is greyed with a short reason, such as "Included in Standard and above". If you try something the plan does not include, the screen says so where it happened: the owner sees "Move to Standard for this." with a way to ask; anyone else sees "Ask the owner to move to Standard." There is never a pop-up blocking the screen.

Try a paid plan for free#

Basic, Standard and Pro can be tried free for 14 days, and Premium for 30 days. No card is needed. A trial is switched on by a person at Line Me Up, not by a button in the product.

To start a trial:

1. Sign up at business.linemeup.in/signup. Your business starts on Free.
2. Contact Line Me Up and say which plan you would like to try.
3. Once it is switched on, Settings › Plan and visits shows the new plan's name and allowance.

Change your plan#

There is no checkout in the staff app. Moving up or down is done by Line Me Up, so the plan card says To change your plan, contact Line Me Up.

To move to another plan:

1. Contact Line Me Up — or, when the plan card or a notice shows it, press Talk to us.
2. Say which plan you want, and whether you want to be billed monthly or yearly.
3. When the change is made, the plan card shows the new name, allowance and price straight away. New limits apply from then on.

• Moving up gives you the larger allowance and the extra features at once.
• Moving down keeps everything you have made; see "Nothing is taken away" above.
• Changing during a month: there is no splitting a month between two plans. The month is billed on the highest plan you were on during it.

Monthly or yearly billing#

A paid plan can be billed month by month or yearly. Paying yearly works out at two months free compared with paying month by month — you pay for ten months and get twelve. The plan card shows the price on your own cycle: "… a month, billed monthly, plus GST", or "… a month, billed yearly — … a year, plus GST". Line Me Up records which cycle you are on when it sets your plan; to switch, ask, as for any plan change.

• Billed monthly: each month's invoice carries the plan's monthly fee plus any visits past your allowance.
• Billed yearly: the year's fee is invoiced separately by Line Me Up, once a year. Your monthly invoice then carries only the visits past your allowance, if there were any.

Free has no fee. A month with nothing to pay gets no invoice.

GST#

All prices on Pricing are before GST, which is 18%. On an invoice it appears as CGST and SGST when your business is in the same state as Line Me Up, or as IGST when it is in another state — the state you give in your billing details decides which.

While Line Me Up is not registered for GST, the Billing details card says so: "Line Me Up is not registered for GST, so your invoices carry no GST." In that case no GST is added to anything you are invoiced.

Set who your invoices are made out to#

The Billing section of Settings holds your billing details and your invoices. Fill in your details before your first invoice, so it carries the right name and address.

To fill in your billing details:

1. Open Settings and press Billing.
2. In the Billing details card, type the business's Legal name.
3. If the business is registered for GST, type its GSTIN. Leave it empty if it is not. As you type, it is put in capitals for you, and its first two digits pick the State if you have not chosen one yet.
4. Fill in Address (and Address, second line if you need it), City, State and PIN code.
5. Type the Billing email your invoices are for.
6. Press Save billing details. You see Billing details saved.

Only the owner can change billing details. An invoice keeps the details that were saved when it was issued, so a change applies to invoices from then on.

Read, print and pay an invoice#

Once billing starts for your business, Line Me Up issues one invoice a month, after the month ends, for the month before. Your invoices appear in the Invoices card under your billing details, newest first. Until the first one is issued, it says No invoices yet.

To read an invoice:

1. Open Settings › Billing and find the Invoices card.
2. Each row shows the month it is for, the invoice number, its total, when it is due, and its state: Unpaid, Overdue, Paid or Cancelled.
3. Press a row. The invoice opens in a panel beside the page, with each line, the Subtotal, the GST (CGST and SGST, or IGST) and the Total, and the date it is due or was paid.
4. Press Print or save as PDF to open a printable copy in a new tab, then use your browser's print to print it or save it as a PDF.
5. Press Close to go back to the list.

The invoice says how to pay it. Line Me Up marks it Paid once your payment has been received, and the row then shows the date it was paid. Older invoices are behind Show older invoices at the foot of the list.

Questions people ask#

Does a no-show use up a visit?#

Yes. A visit is counted when the place is given, and it stays counted whatever happens after — a cancellation, a no-show or the day closing.

Does sending a patient from the doctor to the lab count twice?#

No. A visit with several steps is one visit, however many lines it passes through, in a clinic or anywhere else.

Can my managers see the plan?#

Settings, and so the plan card and invoices, are the owner's alone. When limits apply, managers do see the month's strip on the Live Board and greyed buttons, with a message to ask the owner.

We have more than one branch.#

Each account is one location. For several, ask Line Me Up about a custom plan.