# Support plans

Source: https://docs.neropay.app/neroconnect/support-plans
Last updated: 2026-10-09T18:58:46+00:00

Every platform starts on the Free plan, where your team answers your merchants. Premium moves that work to NeroPay, under your brand. The platform features are the same on both.

> 📸 Who answers your merchants on each plan.
> 
> ![Diagram: on the Free plan your team handles merchant tickets, shipping questions and device set-up. On Premium, NeroPay handles tickets, live chat, shipping and device support, plus assistant phone support, in your support flow and under your brand. The platform features are the same on both.](https://docs.neropay.app/contents/docs/medias/2026/10/f451cea37b31d74bd1d97cc5ca3963b8.png)

### Get help now

Go to **NeroConnect → Connect Support**: **Open Live Chat** during the UK hours shown, or **Visit Docs**. Outside chat hours, contact support@neropay.app.

### Free and Premium

|  | Free | Premium |
| --- | --- | --- |
| Dashboard, fee settings, reports, reserve ledger | Included | Included |
| Merchant tickets and live chat | Your team | NeroPay, under your brand |
| Shipping and device support | Your team | NeroPay, under your brand |
| Assistant phone support | Not included | Included |
| White-label preparation of merchant orders | Only orders you place | Yes |

Premium is a monthly subscription. The price is on the Premium card in Connect Support; start it with **Upgrade to Premium**.

> ⚠️ If a Premium payment fails, Premium is paused, not cancelled, and your team handles merchant support until the payment is restored.

### Frequently asked questions

**Do I lose features on Free?**

No. Premium changes who handles support, not what the platform can do.

**Can my merchants use the live chat on Connect Support?**

It is for you as the platform. Whether merchants reach NeroPay under your brand is what Premium decides.

**A merchant ordered a terminal while I was on Free. Will it be branded?**

It ships without white-label preparation. Place the order yourself to have it prepared.

*Still need help? Contact us at support@neropay.app or create a ticket.*