Upgrades, downgrades and cancellation

Owners and billing members change the plan in Billing → Plan. Pick Monthly or Yearly at the top, then click Upgrade, Downgrade or Switch billing period on a plan. Before anything changes, a dialog shows what will happen – the amount charged now for an upgrade, or the date and any items over the new limits for a downgrade.

On the Free plan, choosing a paid plan opens Stripe Checkout; the subscription starts once the payment is confirmed.

Upgrade

Upgrades – including switching the same plan from monthly to yearly – take effect immediately:

You pay the prorated difference for the rest of the current period right away (the dialog shows Charged now).
Your current subscription grant is increased so that your remaining quota equals the new quota minus what you already used this period. Example: you used 2,500 of Starter’s 3,000 and upgrade to Pro (10,000) → you have 7,500 left for this period.
The overdraft buffer grows to 10 % of the new quota.
The hold queue is released.
New limits (templates, users, attachments, rate limit) apply at once, and templates or members frozen by an earlier downgrade are unfrozen as far as the new limits allow.
Upgrading also replaces a downgrade you scheduled earlier.
Monthly → yearly: the yearly period starts right away. What you already used this month is carried over – your first yearly month gets the quota minus what you used, and the rest of the old monthly grant is closed – so switching never doubles a month’s quota. Every following month of the yearly period gets a fresh quota automatically (on yearly plans the quota is monthly).

Plan changes need a subscription in good standing. While a renewal invoice is unpaid (past due), the change is refused with Your subscription has an unpaid invoice – pay it via Manage cards & invoices first.

Downgrade

Downgrades – including switching from yearly to monthly – are scheduled for the end of the current period. Until then you keep the current plan and its quota; the Plan tab shows Changes to … on … and you get an email listing what will be frozen.

If you use more than the new plan allows – e.g. 12 templates on a plan with 10, or more team members than the plan’s users – the dialog warns you before you confirm. When the downgrade takes effect, the extra items are frozen, not deleted:

Templates: the oldest templates (by creation date) stay active, the newest ones above the limit are marked Frozen. Sending with a frozen template fails with plan_limit_reached.
Team members: the owner and the longest-standing members stay active; the others are frozen and act as viewers until you upgrade again.

Everything frozen is unfrozen automatically when you upgrade to a plan whose limits fit again.

History retention follows the plan a message was sent on: messages sent after the switch are kept for the new plan’s history period.

Cancellation

To cancel, choose the Free plan in Billing → Plan and confirm Cancel subscription.

The subscription stays active until the end of the paid period – the Plan tab shows Ends on …, then switches to Free – and then the organization moves to the Free plan (with the Free limits and freezing as above).
You can undo the cancellation any time before the period ends with Keep my plan.
Credit packs you bought remain valid until their own expiry.
Held messages keep the expiry they got when they were held.
The overdraft used in the final period is billed right away when the subscription ends, because no further renewal invoice follows.

Deleting the organization

The owner can delete the organization in Settings → Organization → Delete organization, confirming with the organization’s name. The subscription is cancelled right away, auto top-up is switched off, overdraft used so far is billed, remaining credits are lost, and all data – templates, history, contacts, keys – is deleted after 30 days. Export what you need first.