Tidio Pricing in 2026: Plans, Lyro Packs and What Counts as a Conversation

Tidio pricing runs on two counters: billable conversations when your team replies, and Lyro conversations from the first AI reply. They're priced separately and they refresh differently. And the free Lyro allowance every account starts with is a one-off. Once it's gone, it only comes back if you pay for a Lyro plan.

How Much Does Tidio Cost?#

Tidio costs $0 on Free, $29 a month on Starter and from $59 a month on Growth with monthly billing, or $24.17 and $49.17 a month billed yearly. Plus starts at $300 a month plus usage, and Premium is a sales quote. The Lyro AI Agent is a separate line, from $39 a month.

Growth climbs with volume on monthly billing: $59 for 250 billable conversations, $89 for 400, $129 for 600, $159 for 800, $179 for 1,000, $249 for 1,500 and $349 for 2,000. Lyro is priced in packs.

Tidio says you can buy Lyro on its own and still keep the free allowance of human conversations, so you don't need a paid chat plan underneath it. Billed yearly, you pay for ten months instead of twelve.

If the layout feels confusing, you're not the only one:

"The plans, billable conversations, and included features are presented differently depending on where you look..."

Source: Shopify App Store review

What Tidio Counts as a Lyro Conversation#

Tidio's pricing FAQ defines it like this:

"A Lyro conversation is a customer interaction initiated through any channel integrated with Tidio that has at least one reply from our AI Agent."

The same answer goes on to say that if Lyro replies a dozen times, or the customer leaves and comes back later, it's still one conversation. That part is reasonable. The catch is the trigger: one AI reply is enough, whether or not the customer got anything useful from it.

The other counter works the opposite way. A billable conversation is one "that includes a message from a human agent (you)", and Tidio says replies from Flows and Lyro don't count as agent replies. Unanswered messages and spam you ignore don't bill either. The page doesn't say what happens when Lyro starts a chat and your team finishes it. Our reading of the two definitions is that it uses one of each.

One Trustpilot reviewer found the Lyro rule the hard way. The €4 figure is theirs, on their plan at the time, and today's packs work out at $0.70 to $0.78 each:

"...with the basic packages, you'll be charged €4 per chat..." and "...even if someone simply says "Hi" and never responds."

Source: Trustpilot review

"quota is ran out on simple customer questions"

Source: Shopify App Store review

What Happens When Your Lyro Conversations Run Out#

The 50 Lyro conversations on a new account are a one-off. Tidio's FAQ says: "Every Tidio account starts with 50 Lyro conversations, but you need to upgrade to the Lyro AI Agent plan to refresh it monthly." On a paid Lyro plan, the limit refreshes 30 days from the day you pay, not on the first of the month.

The pricing page doesn't say what the widget does once the quota hits zero. Reviewers do:

"Upon going live, I "used up" all of my chats..."

Source: Shopify App Store review

"Our website gets thousands of viewers with questions but the model is limited conversations per month..." and "Hopefully your notifications are turned on for this. Mine were not."

Source: Shopify App Store review

If you're testing Lyro on the free 50, switch it on during a quiet week. And turn your notifications on first.

Tidio Add-Ons: Branding, API and Opening Hours#

Three things merchants ask about sit on different plans.

The branding add-on can sting a smaller store, because it's priced like a plan of its own:

"...removing the Tidio branding costs more per month than using the tool itself."

Source: Shopify App Store review

On the API, one Trustpilot reviewer wrote that you "can't use their API unless you are on Tidio+ ($500/mo)" (Trustpilot review). That's the reviewer's figure from when they wrote it. Today's page says Plus starts at $300 a month, as of 3 November 2026.

Opening hours come with Starter, so on Free you can't set the hours your team is online. One WordPress.org user put it bluntly: "having put opening hours as a paid service has made things useless" (WordPress.org support thread).

Tidio Renewals and Refunds: What Reviewers Report#

Tidio's FAQ says you can upgrade or downgrade at any time, but "any subscription changes will come into effect at the start of your next billing cycle". The trial is 7 days with no card, and after that the account drops back to Free.

Yearly billing saves you two months. It also means a yearly renewal. One Trustpilot reviewer says theirs "renewed for a year by accident", and that Tidio refused a refund, saying "it's a digital service and we can't calculate what hasn't been used" (Trustpilot review, January 2025). Another complained about "constant emails saying that your "services have stopped working"..." (Shopify App Store review). Set a reminder a few weeks before your renewal date.

Reviewers say good things as well. They like the out-of-hours cover, how easy it is to set up yourself, and that Lyro hands the chat over when it isn't sure (Shopify App Store review).

Is Tidio Worth It for Your Store?#

Tidio suits small Shopify stores that want live chat with a light AI on top, at low volume. The free plan is a real free plan, and Starter is cheap.

It gets expensive when most of your chats are AI chats, because Lyro bills from the first reply. It's also thinner on WooCommerce. A WordPress.org user asked for "a full integration with WooCommerce (order tracking, coupon creation, product catalog) like we currently have with Shopify" (WordPress.org support thread).

A worked example, on the 3 November prices. Say Lyro handles 300 chats a month. The 300 pack is $210 a month on monthly billing, or $175 a month billed yearly. If your team answers more than the free 50 chats, Starter adds $29, so $239 a month. That's live chat plus an AI agent.

Now for our own product, so bear that in mind. It's an AI agent that works alongside your helpdesk or live chat, so the fair comparison is the $210 Lyro line, not the whole Tidio bill. Hay.chat Solo is €50 a month with 500 resolutions included, then €0.25 each, from our pricing page.

• Greetings, empty chats, spam and test chats never count on Hay.chat, and abandoned chats don't bill either.
• Usage alerts at 50%, 80% and 100% of your plan (for accounts billed through Stripe), and spend capped at 150% for new accounts. At the cap the AI pauses and chats go to your team.
• Business hours are built in. Out of hours the AI tells shoppers when the team is back and keeps helping.
• On WooCommerce it can look up an order, cancel before it ships, refund, change the address or send a capped coupon, using WooCommerce's own API. Refunds and coupons wait for your approval by default.
• We have a catch of our own, after what I said about Lyro: any action sent for your approval counts as a resolution, even if you decline it.

Hay.chat has no free plan. You get 30 days free, no card, and you can self-host from the source-available hay-core repo under the Hay Community License v1.0, which needs your own OpenAI key and some technical setup. The side-by-side is in Hay.chat vs Tidio Lyro.

Want help getting started? The founders set it up with 10 stores in the Founder Sprint, on any Hay.chat plan. You can be live in a day when your help docs and integrations are ready.

Book a Founder Sprint

If Lyro is the part of your Tidio bill that keeps growing, price the same month of chats on Hay.chat before your next renewal. The Founder Sprint gives you dedicated time with the founders every week for 90 days to set up your agent, review your documentation and playbooks, and improve what it does, with 50% off throughout. Only 10 stores.

Book a Founder Sprint