# Frequently asked questions about GoLiveCommerce > How the platform works, how shoppers pay, what each plan includes and how we handle data. If your question isn't here, email contato@golivecommerce.com.br. Original page: https://golivecommerce.com.br/en/faq Updated: 2026-10-16 Summary: Answers on how GoLiveCommerce reads comments, reserves stock, charges with PIX, calculates shipping, bills the subscription and handles data under LGPD. ## Getting started ### What is GoLiveCommerce? It's a live commerce platform for stores in Brazil. It reads the comments on your Instagram live, spots the order, reserves the product in stock, replies to the shopper and sends a DM with a link to pay with PIX. Orders, products, customers and lives all live in one dashboard. See the [step-by-step guide](https://golivecommerce.com.br/en/how-it-works). ### Does it work with any Instagram account? It works with professional accounts, meaning Business or Creator accounts. You connect through Meta's official login in a few minutes, without sharing your password. Personal accounts don't work. ### How does the system find orders in the comments? You add each product with a code and, if you like, a few nicknames. The platform reads comments in Portuguese and product codes. When someone comments “quero 01” (“I want 01”), “2x camiseta preta” (“2x black tee”) or “separa a blusa rosa” (“hold the pink blouse”), it recognizes the order, the quantity and the product. On the Pro plan, AI helps understand Portuguese comments written more loosely. Compliments and questions don't become orders. ### Does the platform guarantee sales or any result? No. GoLiveCommerce handles the manual work (reading comments, reserving stock, sending the link and collecting payment), but results depend on your audience, your offer and how you run the live. We don't promise more revenue. ## Orders and payment ### What happens when stock runs out? Every order reserves the item, so nothing gets sold twice. When a product sells out, anyone who comments joins the waitlist and can be notified if a reservation is released, either because someone canceled or because payment didn't come in on time. ### How does the shopper pay? The shopper gets a DM with a link to an order summary, enters their shipping details and pays with PIX. The charge goes through Mercado Pago, on the account you connected, and the money lands straight in it. Details in [selling on a live with PIX](https://golivecommerce.com.br/en/sell-on-instagram-live-with-pix). ### Do I need a card machine or a specific bank account? You don't need a card machine, just a Mercado Pago account. PIX payments go straight into that account. GoLiveCommerce never receives or holds the money from your sales. ### Does the platform calculate shipping? Yes, if you connect Melhor Envio. The quote uses your store's origin ZIP code (CEP), the buyer's CEP and the package dimensions. Without that integration, you arrange delivery directly with the shopper. ### What happens if my internet drops during the live? Comments are read on our servers, which get a notification from Instagram for every interaction. If your internet drops, the broadcast stops, but the comments already made keep being processed. If a comment fails, the platform tries again. ## Plans and billing ### How much does it cost? Plans start at R$ 580 per month (Starter), with a yearly option that costs less per month. The Pro plan removes the limits on lives and reservations. Prices and limits are on [pricing and plans](https://golivecommerce.com.br/en/pricing). ### How many lives can I run on the Starter plan? Starter allows 1 live at a time and up to 100 active reservations. For lives and reservations without that limit, Pro is the right plan. You can upgrade from the dashboard. ### How does the 7-day trial work? You use the platform for 7 days without paying, with 2 lives, up to 50 reservations and up to 30 products in your catalog. That's enough to connect Instagram, add products and test the whole flow from comment to PIX before you subscribe. ### Can I cancel anytime? Yes. You cancel from the dashboard, with no fee. Canceling stops future renewals, and you keep access until the end of the period you already paid for. Refunds follow Brazil's Consumer Protection Code within the first 7 days of use, as described in the [terms of service](https://golivecommerce.com.br/en/terms). ## Data and security ### Is my store's data and my customers' data safe? The site uses an encrypted connection (HTTPS), Instagram access credentials are stored encrypted, and card data never passes through our servers. Under Brazil's data protection law, LGPD, the store is the controller of shoppers' data and GoLiveCommerce is the processor. See [security and privacy](https://golivecommerce.com.br/en/security-and-privacy). ### How do I request deletion of my data? Email contato@golivecommerce.com.br or follow the instructions on [data deletion](https://golivecommerce.com.br/en/privacy/delete-data), which also show how to disconnect Instagram and track your request with the confirmation code Meta gives you. We reply within 15 days. ### Does the platform integrate with a CRM? Yes, with GoHighLevel. Turn on the integration under Integrations in the dashboard, and your customers and orders flow into your CRM. The other integrations are listed on [features](https://golivecommerce.com.br/en/features). ## See also - [How GoLiveCommerce works | From comment to delivery](https://golivecommerce.com.br/en/how-it-works) - [Pricing and plans](https://golivecommerce.com.br/en/pricing) - [Live commerce platform features](https://golivecommerce.com.br/en/features) - [Security and privacy (LGPD)](https://golivecommerce.com.br/en/security-and-privacy) Contact: contato@golivecommerce.com.br