# Frequently asked questions > Short answers to common questions about accounts, plans, forms, marketing, customers, integrations, and data privacy. Quick answers to the questions we hear most often. If something isn't covered here, check the relevant section of these docs or contact support at `support@caramelme.com`. --- ## Account ### How do I sign in? Caramel uses magic links — enter your email on the sign-in page, click **Send magic link**, and open the link in your inbox. Links expire after 5 minutes. If yours expires, request a new one from the sign-in page. See [Create your account](../get-started/create-your-account). ### My magic link expired before I could click it. What do I do? Go back to [app.caramelme.com](https://app.caramelme.com), enter your email, and click **Send magic link** again. The new link is valid for 5 minutes. ### I was invited by a colleague, but my invite link stopped working. Invitation links expire. Ask the business owner to resend your invitation from **Settings → Team**. See [Invite your team](../get-started/invite-your-team). ### Can I have more than one business under the same account? Yes. Click **All businesses** at the top of the sidebar, then **Create business**. Each business is a separate workspace with its own customers, forms, campaigns, and settings. See [Create your business](../get-started/create-your-business). --- ## Plans and billing ### What plans are available? Caramel has 5 plans: Starter, Lite, Growth, Business, and Enterprise. See the full comparison on [Choose a plan](../get-started/choose-a-plan), and [Caramel pricing](https://joincaramel.com/pricing/) for current prices. ### How do AI credits work? AI credits are consumed when you generate or refine a campaign using the [AI Agent](../marketing/ai-campaign-generator). Each plan includes a monthly credit allowance (50 on Starter, up to 3,000 on Enterprise). Credits reset each month and don't roll over. View your balance under **Billing → Usage**. ### What is a Lifetime grant? A Lifetime grant is an admin-issued access level — not a self-serve purchase. It provides permanent access to all 6 messaging channels with caps matching the Business plan. AI generation requires you to supply your own API key (Anthropic or OpenAI). Contact support for details. See [Choose a plan](../get-started/choose-a-plan). ### Can I upgrade or downgrade my plan at any time? Yes. Go to **Settings → Billing**, click **Change plan**, and choose a new plan. Upgrades take effect immediately. Downgrades take effect at the end of your billing period. --- ## Forms ### How many forms can I create? Form limits depend on your plan: 2 on Starter, 5 on Lite, 10 on Growth, 25 on Business, unlimited on Enterprise. Submissions are unlimited on every plan. See [Forms](../forms/index). ### Where do form submissions go? Each submission is stored in **Forms → Submissions** and can create or update a Customer record, route data to connected integrations (Bitrix24, Mailchimp, Google Sheets), and trigger marketing automations. You control each destination in the form's **Destinations** tab. See [Where submissions go](../forms/where-submissions-go). ### Can I embed a form on my own website? Yes. Open your form, click **Share → Embed**, and paste the snippet into your site's HTML. You can also share a direct hosted link without any code. See [Embed your form](../forms/embed-your-form). --- ## Marketing and channels ### Which channels can I send through? Email and Push are available on every plan. SMS and WhatsApp are included from Growth and above (or available as add-ons). Telegram is included from Business and above (or as an add-on). See [Channels](../marketing/channels/index). ### What's the difference between a Journey and a Broadcast? A Journey is an ongoing automation — it runs automatically for every customer who meets the entry condition, from the moment they qualify. A Broadcast is a one-time send to a segment on a schedule you set. Use Journeys for "every new customer gets this" and Broadcasts for "this promotion goes out on Friday." See [Journeys](../marketing/journeys) and [Broadcasts](../marketing/broadcasts). ### How do I stop sending to customers who haven't opted in? Caramel does not send marketing messages to contacts who haven't consented. Build a [Segment](../customers/segments) that filters on marketing opt-in status and use that segment as the entry condition for your Journey or Broadcast. See [Consent and unsubscribe](../marketing/consent-and-unsubscribe). ### A customer unsubscribed. Will they still receive messages? No. Unsubscribes are recorded immediately and the customer stops receiving messages of that type on that channel. You cannot override an unsubscribe from the dashboard. See [Consent and unsubscribe](../marketing/consent-and-unsubscribe). --- ## Customers ### How do I import a customer list? Go to **Customers**, click **Import**, and upload a CSV or Excel file. Map your columns to the Caramel fields (name, email, phone, and so on). See [Add and import customers](../customers/add-and-import-customers). ### What information is stored on a customer record? Each record holds the customer's name, email address, phone number, assigned traits, subscription preferences, and recent activity. See [Customer profiles](../customers/customer-profiles). --- ## Integrations ### Which tools can I connect? Caramel connects to a wide range of platforms — including Shopify, HubSpot, Salesforce, Square, Mailchimp, Slack, Zapier, Make, Google Sheets, and more. The number of active integrations allowed depends on your plan. See [Integrations](../integrations/index). --- ## Data privacy ### Can a customer request their data to be deleted? Yes. Customers can request data export or deletion from the privacy settings screen. Deletion requests are processed automatically and include all personal data held in Caramel. If a customer contacts you directly, go to their profile under **Customers** to initiate the request on their behalf. ### How does Caramel handle unsubscribes for GDPR compliance? Caramel records opt-outs immediately and does not re-enroll unsubscribed contacts. For regulated industries, you are responsible for any additional consent disclosures beyond what Caramel captures by default. See [Consent and unsubscribe](../marketing/consent-and-unsubscribe).