Plan and billing

The Plan tab in Settings is where you see what you're subscribed to, choose or change your plan, buy extra capacity, and manage how you pay — payment methods, invoices and receipts, your billing address, and tax IDs. It's admin-only, since it affects what the whole account pays for. Everyone can still see the Usage tab next to it, which only shows how much you've used — see Usage and billing for that side of it.

Steps

Open Settings and go to the Plan tab, next to Usage. If you're not an admin, you'll see a short note explaining that access is admin-only — ask an admin on your team instead.
The page has two columns. On the left is your plan: its name, what it costs and how often you're billed ("$990 / year", for example), when it renews ("renews 3 Oct 2027", or "ends 3 Oct 2027" once you've cancelled), a status beside it — Active, Trial, Past due or Ending, for example — what the plan includes, and the buttons described below. If you don't have a plan it says "No active plan.", and if your account is managed by our team, a note says so instead. On a trial the card shows Trial in place of a price and a renewal date, since a trial ends rather than renews, and a countdown of the days left sits above it. On the right is what's happening to your plan: a change you've scheduled, if there is one, and the extra capacity you hold. See the sections below for each case.
If you don't have a paid plan yet — on a trial, for example — click Choose a plan to pick one of the plans available to your account and pay for it at Stripe's secure checkout. See "Choosing your first plan" below.
Once you're on a paid plan, click Manage billing to open Stripe's secure billing portal, where you can update payment methods, view and download invoices and receipts, change your billing address, and add tax IDs.
Click Change plan to switch to another plan available to your account, or Capacity to add extra capacity — more email or text sending, or AI credits — on top of your plan, or to drop capacity you no longer need. Change plan opens a window with the plans side by side; Capacity opens a side panel. Both stay on the Plan tab; see "Changing your plan or adding capacity" below. They appear once you're on a paid plan, except on invoiced accounts and accounts managed by our team (see "Invoiced billing" and "If your account is managed by our team" below).
Everything you hold as extra capacity is listed under Extra capacity, on the right, with one row for each thing you hold: what it's called ("Extra emails", for example), what it adds to this month's capacity ("+50,000 emails a month"), how many packs that is and what it costs ("$60 / month · $12 per pack · billed monthly"), the day you first bought it, and when it renews — or, once you've scheduled it to go, when it ends, in the same words the plan card uses. A pack you're removing never says it renews on the very day it stops. The top of the card adds up what it all costs a month. That capacity is already included in the limits shown on the Usage tab — there's no separate place to check it. To drop some, open the ⋯ menu on its row and choose Remove or reduce; if you hold more than one add-on, you can remove several of them together from there. Capacity our team has given you is marked granted: it costs nothing, and its row says "contact us to change" instead of offering a menu, since there's nothing for you to remove yourself.
To end your subscription, click Cancel subscription under Ending your subscription, at the bottom of the right-hand column. It takes effect at the end of the period you've already paid for, and you can change your mind until then; see "Cancelling your subscription" below. On a trial there's nothing to cancel, and invoiced accounts and accounts managed by our team go through their account manager (see "Invoiced billing" and "If your account is managed by our team" below).

Starting on a trial

New accounts start on a trial, and no card is required to begin. While you're on a trial, the Plan tab shows your plan's name with a Trial status, and a countdown above it of how many days are left. It shows no price and no renewal date: a trial ends rather than renews.

You don't have to be on the Plan tab to see where a trial stands: while one is running, the top bar carries a Free trial · 14 days left chip, and on the last day it reads Free trial · ends today. Click it to go straight to the Plan tab — the one page that doesn't show the chip, because everything it says is already on the page.

We'll also email your account's admin contact as the trial gets closer to ending — at 7 days, 3 days, and 1 day before. Click Choose a plan at any point during the trial, or after it ends, to pick a plan and pay — see "Choosing your first plan" below.

If the trial runs out before a plan is chosen, your workspace pauses rather than anything being deleted: AI, email, and text actions stop running, and a banner appears across the app until you subscribe. Your contacts, campaigns, and drafts all stay exactly as they were. As soon as your new plan appears after checkout, everything resumes on its own.

Choosing your first plan

Whenever you don't have a paid plan — during a trial, after it ends, or after a subscription is canceled — the Plan tab shows Choose a plan. You pick your plan inside the app, then pay at Stripe's secure checkout:

Click Choose a plan. A window opens with the plans available to your account side by side. Each card shows the plan's price and how often it's billed — "/ month", "/ quarter" or "/ year" — and, where the plan has them, what it's for and what it includes. See "Reading the plan cards" below.
Click Select on the plan you want. The window then shows your choice, with a note that tax is calculated at checkout where it applies and that you can enter a promotion code there. Click Continue to checkout, or ← All plans to pick another.
Stripe's secure checkout opens for you to pay. Tax is calculated there where it applies, you can add your business's tax ID, and you can enter a promotion code.
Once you've paid, you're brought back to the Plan tab, which shows "Payment received — your plan will appear here in a moment." Within a few moments — usually seconds — your new plan appears there, and this month's allowance is in place: the Usage tab shows it.
If it takes longer than that, the note changes to "Still processing — refresh this page in a minute."

If you back out of checkout without paying, you return to the Plan tab with nothing changed. If you're on a trial, it carries on as before — even if your bank asked you to confirm the payment and you didn't finish.

Reading the plan cards

Choose a plan and Change plan show the plans available to your account as cards, side by side:

Each card shows the plan's name and its price for the billing period selected. Where the plan has them, a description of what it's for and a list of what it includes follow.
The cards are ordered by each plan's lowest monthly cost across the billing periods it's offered for, so their order stays the same when you switch between billing periods.
If a plan is offered for more than one billing period, a switch at the top, with an option for each period on offer — Monthly, Quarterly, Yearly — changes the prices shown. Choose a plan opens on Monthly; Change plan opens on the period of a change you've already scheduled, if you have one, and otherwise on the period you're billed on now — so a queued plan is marked the moment the window opens. If no plan is offered for that period, it opens on the first period that has plans.
On Quarterly or Yearly, each card also shows what that comes to a month — for example, "$15.83 a month, billed yearly".
When a longer period costs less, the card for it says how much that plan saves — "Save 17%". It is each plan's own figure, compared against the shortest period that plan is sold for: a plan sold monthly and yearly is compared with twelve months of its monthly price, and one sold quarterly and yearly with four of its quarterly price. A plan sold for a single period never shows it, and nor does a saving too small to be worth the trip.
A plan that isn't offered for the period you've selected is greyed out, with a note such as "Billed monthly only", and can't be selected there.
A plan whose price isn't one fixed amount — a tiered price, for example — is greyed out too, with "Price on request" where its price would be. It can't be selected here; ask your account manager about it.
If plans are offered in more than one currency, a separate switch picks the currency — in Choose a plan only. Your subscription is in the currency you first paid in and can't be moved to another, so Change plan offers no currency switch: it shows one currency's plans. If those aren't the currency you're billed in, talk to us — switching currency isn't something that can be done on the Plan tab.

Whichever billing period you pick, the plan's allowance is the same every month. A yearly plan doesn't hand over a year's worth up front: it gives you the same monthly allotment at a lower price, and bills a year at a time. What a longer period changes is what you pay and how long you commit for — see Usage and billing.

On a phone, the window fills the screen and the cards are stacked.

Changing your plan or adding capacity

If your account pays by card — the default for most accounts — an admin can change plans, and add or drop add-on capacity, at any time, right on the Plan tab. Nobody outside your team needs to be involved:

Click Change plan or Capacity. Change plan opens a window with the plans available to your account side by side (see "Reading the plan cards" above). The plan you're on, for the billing period you're on, is marked Current plan, and its button reads Your plan and can't be clicked. The same plan on another billing period can be selected: that switches how often you're billed. Capacity opens a side panel, headed Add capacity, listing the add-ons available to your account. To remove or reduce capacity you already hold, you can also choose Remove or reduce from the ⋯ menu on its row under Extra capacity: the panel then opens on that add-on with Remove or reduce already chosen.
In Change plan, click Select on a plan: the window shows your choice and what the change comes to, and ← All plans takes you back. In Add capacity, pick an add-on and set the Quantity. For an add-on you already hold, What to change appears above it: leave it on Add more to buy extra, or choose Remove or reduce and set Packs to keep — none removes the add-on. The button at the bottom then reads Remove capacity or Reduce capacity to match.

If you hold two or more add-ons, Remove or reduce lists each one you hold with a tick box, and Remove all extra capacity ticks them all. Tick one and you can still set Packs to keep for it, as above. Tick two or more and every one you ticked is removed entirely, together, as one change on one date — keeping some packs of several add-ons at once isn't offered, so Packs to keep goes away. With nothing ticked, the button at the bottom can't be clicked.
Check the preview before you confirm. Which way the change goes decides what it shows.
- A change that waits. A plan that costs less per month on the billing period you're on today, a shorter billing period, or fewer add-on packs is held until the end of what you've already paid for. The preview is headed When this starts and shows that date in place of a figure, with "Nothing is charged today. Your current plan and billing continue unchanged until then." Nothing is charged and nothing is credited: you keep the plan and the capacity you're paying for until the date shown. When you're removing several add-ons at once, the preview names them: "Extra emails and Extra AI credits end on 3 Nov 2026. Nothing is charged or refunded. You keep them until then." See "If you've scheduled a change" below. A plan change waits for the end of your current billing period; dropping add-on packs waits for the end of the current month, which on a quarterly or yearly plan comes well before your renewal date.
- A change that lands now. Everything else takes effect straight away: a more expensive plan, a longer billing period, a plan at the same price, and extra add-on packs. Upgrading to a more expensive plan, switching to a longer billing period, and adding capacity are charged today — see below. A same-price plan is headed Next invoice instead: nothing is charged today, and the preview shows, line by line, how the change lands on your next invoice and the date that invoice is due. That date can come before your plan renews — a monthly add-on on a yearly plan is invoiced every month. If one of those comes to nothing or less, the preview says there's nothing to pay on that invoice.
The preview is exact: what it shows is what's charged, to the cent. Switching to a longer billing period is the exception: its preview can be a few cents off, and the confirmation shows exactly what you were charged — see below. Either way, a preview is good for 15 minutes; after that, close the window or panel and open it again to see today's figures.

On a trial, nothing waits: you haven't paid for a period yet, so a change in either direction takes effect straight away, and the preview shows today's figures rather than a date.
Confirm with the Change plan button at the bottom of the window, or Add capacity at the bottom of the panel. Cancel closes the window without changing anything. If the change can't be made, the reason shows in place of the preview, with no button to confirm; Back to plans returns you to the cards.
Your change shows on the Plan tab within a minute — the new plan, the new capacity under Extra capacity, or, for a change that waits, the box saying what's coming and when — and capacity you buy counts toward your limits on the Usage tab within a minute too. If the Plan tab hasn't caught up after a little while, it says "Refresh this page in a minute to see it."

Switching to a longer billing period — monthly to yearly, for example — starts a new billing cycle today. So instead of your next invoice, the preview shows what happens today, under one of these headings:

Charged today — the new billing period is charged now, less the unused time left on your current one.
Credit today — it comes out below zero, and the difference becomes a credit on your account.
Nothing to pay today — the two come out even.

Switching to a shorter billing period is a change that waits, like any other reduction: it starts at the end of the period you've already paid for, and nothing is charged or credited when you ask for it.

Upgrading to a more expensive plan on the same billing period — from one monthly plan to a pricier monthly plan, for example — is charged today too: you pay the difference for the rest of your current billing period, after the unused time on your current plan. Your billing cycle doesn't restart, and your renewal date doesn't change. Your allowance changes at once as well, for the month you're in: the new plan's monthly allotment takes over from the old one, and what you've already used this month still counts against it. The preview uses the same headings. Under Charged today or Nothing to pay today, it adds the note "An upgrade is charged now for the rest of your current billing period; your renewal date doesn't change." Adding capacity gets its own version of that note: "Extra capacity is charged now for the rest of your current billing period; your renewal date doesn't change." A cheaper plan on the same billing period waits instead, as every reduction does — see "If you've scheduled a change".

Under the figure, the preview says which period it covers — "Covers 13 Oct 2026 to 12 Nov 2026" — so a line reading "Remaining time on 50 AI credits" names the period that time is remaining of.

A change charged today also settles anything already waiting on your next invoice. If you changed your capacity earlier in the same period, its pro-rata amount was sitting on that invoice, and paying today pulls it forward. So when there is something waiting, the preview splits in two:

This change — what you've just asked for, with its own subtotal.
Already owed from earlier changes — the pro-rata amounts that were waiting on your next invoice, with its own subtotal and the note "These were waiting on your next invoice. Today's payment settles them early — they're not charged twice."

Nothing is charged twice: those amounts move onto today's invoice rather than being added to it, and they leave your next invoice as they do. The second section only appears when there is something waiting — an ordinary purchase shows the one plain list it always has. And changing how many packs of an add-on you hold shows as a single line for that add-on, the amount you're actually being charged for it, rather than a credit for the packs you had beside a charge for the new total.

If you have credit on your account — from an earlier switch, for example — it's used first, and the preview shows it as its own line: the figure is what your card is actually charged. If the credit covers the whole charge, the preview says Nothing to pay today.

A charge today — for an upgrade, for switching to a longer billing period, or for adding capacity — goes to the card on file straight away. If it doesn't go through, the change still happens: an upgrade takes effect, a switch starts your new billing period, your new capacity is yours, and the payment is retried like any other — see "If a payment fails".

While a payment is overdue, the changes that are charged today — an upgrade, a switch to a longer billing period, or adding capacity — aren't available. If you pick one, the window says "Your last payment didn't go through. Update your payment method in Manage billing, then you can make this change." in place of the preview. That applies from the first failed payment, not only once the retries have run out: adding capacity is charged today, so there is nothing to gain by trying it against a card that is already failing. A cheaper plan still works: it charges nothing today, so there's nothing for the card to fail on. Dropping capacity still works for the same reason: removing or reducing packs is charged nothing today, so you can bring your bill down while you sort the payment out.

Buying more of an add-on you already have adds to it: the new packs join the ones you have, your limits grow within a minute, and from then on they're all billed together each month. If the add-on's price has changed since you first bought it, the new packs are billed at the new price and the ones you already have keep theirs.

Plan switching inside Manage billing isn't offered on every account, so Change plan on the Plan tab is the place to switch plans.

If you're on a price negotiated just for your account, Change plan and Capacity ask you to contact your account manager instead: plan and capacity changes go through them, just as they do for invoiced accounts.

Using a promotion code

If you have a promotion code, you can use it when you change your plan — not only when you first subscribe.

On the review step, after you've picked a plan, Have a promotion code? opens a box to type it in. Enter the code and the preview is worked out again with the discount applied, so the figure you confirm is the discounted one. Codes aren't case-sensitive. (If your new plan starts later rather than today, there's no figure to work out yet — see If your new plan starts later below.)

Your discount then shows wherever money does:

Your plan on the Plan tab carries a note such as "10% off forever · applied to every invoice", so you can always see what you hold.
Every preview lists it as its own line — "Pro, billed yearly $490.00", "10% off forever −$49.00", "Charged today $441.00" — instead of folding it silently into the total.
The confirmation says the discount was applied.

A new code replaces the discount you already have. A subscription holds one discount at a time, so if you already have one, entering a code doesn't add to it — it takes its place. (On a change that starts later, the discount you have keeps running until then, and the code takes over on the day your plan changes.) Rather than let that happen quietly, the review step shows you both and asks:

This replaces your current discount. You have 10% off forever. SPRING20 gives 20% off for 3 months, then full price.

Use SPRING20 takes the new one; Keep what I have drops the code and puts the preview back as it was. Neither changes anything until you confirm. If you don't have a discount yet, there's nothing to compare and the code simply applies.

If your new plan starts later, the code waits with it. Some changes — a move to a cheaper plan, or to monthly billing — start at the end of the period you've already paid for rather than today. A code works on those too. It is held with the change and redeemed on the day the new plan starts, so:

nothing is charged today, and the review step shows no discounted figure: there is no invoice yet for it to come off;
the review step names your code and the day it will be applied — for example "SPRING20 will be applied on 12 Nov 2026 — 20% off for 3 months";
a code that lasts a number of months counts them from that day rather than from the day you typed it, so you get all of it;
a discount you already have runs until then, and the code applies from the day your plan changes.

One thing worth knowing: because the code is redeemed on the day your plan changes rather than today, we can't check everything about it in advance. A code that expires before that day can't be applied when the day comes, and a code that only covers particular products might turn out not to cover your new plan. That's why the review step says your code will be applied on that day rather than promising you an amount off. If your code has an expiry date and your change is a while out, it's worth checking the two dates against each other.

If a code can't be used, the review step says which reason it is rather than just "invalid" — that it's expired, that it's been fully redeemed, that it's for a first purchase only, that it's for another currency, or that it doesn't apply to this plan and so wouldn't change your price. A code that can only be used on a new subscription says so too: some codes can't be redeemed on a plan change at all, whatever you're buying — and whether the change starts today or later.

Codes can't be entered when you buy capacity. A discount applies to your whole subscription rather than to one add-on pack, so a code typed while buying a single pack would quietly discount everything — which isn't what anyone means by it. Any discount you hold still shows on the capacity preview, and still comes off the invoice.

To stop a discount, or to apply one you were given outside the app, talk to us — the Plan tab can redeem a code, but it can't remove a discount.

If you've scheduled a change

Some changes don't take effect straight away. A change that costs less per month than what you have today, shortens how long you commit for, or lowers how much extra capacity you hold, waits until the end of the period you've already paid for — you keep what you're paying for until then, and nothing is charged or credited when you make it.

While one of those is waiting, the Plan tab shows it in a box at the top of the right-hand column:

"Changes to Pro on 3 Nov 2026" when it's a plan change — with the billing period added when the change is to a different one, as in "Changes to Plan E, billed monthly, on 3 Nov 2026" — or
"Extra emails drops from 2 packs to 1 pack on 3 Nov 2026" when it's a change to your extra capacity rather than your plan. It names each add-on and how many packs you'll have; an add-on you're removing altogether reads "Extra emails ends on 3 Nov 2026", and when several add-ons change on the same day they're named together. Only when the page can't tell which add-on is changing does it fall back to "A scheduled change to your subscription starts on 3 Nov 2026".

Under it, the box says how far off the date is — "in about a month", "tomorrow", "today" — and, when the change lands on the day your plan renews, "at renewal".

Your current plan stays in the card on the left, with its own renewal date: that's what you have and what you're billed for until the date in the box.

Change plan marks the plan you've scheduled too, so it's obvious which card is queued: its card carries "From Nov 3, 2026" where the plan you're on now says "Current plan".

Cancelling it

Click Cancel this change in that box. Your subscription is left exactly as it is — nothing is charged, nothing is refunded, your renewal date doesn't move — and the box disappears. If it had already taken effect, or you'd cancelled it in another tab, you'll see "There was no scheduled change left to cancel." instead, and the box goes the same way.

If the page can't refresh itself afterwards, you'll see "That change was cancelled. We couldn't refresh this page — reload it to see where you stand." The cancellation went through; only the page is behind, so reload it rather than clicking again.

The control appears only on accounts that can change their own plan. On an invoiced account, or one managed by our team, the scheduled box still shows — so you know what's coming — and your account manager cancels it for you.

To end the whole subscription rather than withdraw one change, see "Cancelling your subscription" below.

Making another change while one is waiting

You can. What happens to the one that's waiting depends on what the new change is about, and the window or panel tells you before you confirm:

"This replaces the change you already have scheduled for 3 Nov 2026 — that change will be cancelled." — the new change is about the same thing as the scheduled one (another plan, when a plan change is queued), so it takes its place.
"Your change scheduled for 3 Nov 2026 still goes ahead — this one is added to it." — the new change is about something else: buying capacity while a plan change is queued, say, or removing a different add-on from the one you've already scheduled to remove. Both happen: a purchase now and the scheduled change on its date, or both removals on the same date.
"This replaces the change you already have scheduled for 3 Nov 2026." — the new change waits too and is about the same thing, so it takes the scheduled one's place: ask again about an add-on you've already scheduled to reduce or remove and what you ask for now is what happens.

When the change that's waiting is a reduction in extra capacity, each of these names it in brackets after the date, in the same words as the box on the Plan tab — "Your change scheduled for 3 Nov 2026 (Extra emails drops from 2 packs to 1 pack) still goes ahead — this one is added to it." — so you can see which change it means. Change plan says the same when a cheaper plan would take the place of a capacity reduction that's waiting.

Removals made on different days add up. Remove one add-on today and another next week, and both still end on the same day — the second doesn't undo the first.

Asking again for the change that's already scheduled doesn't queue a second one; the confirmation says it was already scheduled, and for when.

Cancelling your subscription

If your account pays by card, an admin can end the subscription right on the Plan tab, without involving anyone outside your team. Cancelling works the way every reduction does: it takes effect at the end of the period you've already paid for, not straight away.

Nothing is charged, and nothing is refunded, when you cancel. You've paid for the period, and you keep it.
Everything keeps working until that date — your plan, your capacity and everything you've built. Nothing changes the moment you cancel.
You can change your mind at any point before that date — see "Changing your mind" below.
There's no way to cancel immediately. It would mean giving up time you've already paid for, and nothing is refunded.

The terms are on the page before you click anything. At the bottom of the right-hand column, Ending your subscription says, with your own plan and date: "You keep Plan E and all your capacity until 3 Oct 2027, the end of the period you have paid for. Nothing is charged or refunded today, and you can change your mind at any point before then." Its Cancel subscription button sits under it.

To cancel:

Click Cancel subscription. A window asks "Cancel your subscription?" and says the date again: "Ends 3 Oct 2027. Nothing changes until then, and nothing is charged or refunded today."
If you'd like to tell us why, choose Too expensive, Missing features, Not using it or Found another, under "If you don't mind saying — optional". You can skip it: it never stops you cancelling, and clicking your choice again takes it back.
Click Cancel subscription to confirm, or Keep it to close the window and change nothing.
The window confirms the date — "Your subscription will end on 3 Oct 2027. Nothing is charged or refunded, and you can keep it any time before then." — and Done closes it.

If the page can't refresh itself afterwards, you'll see "Your subscription is set to end. We couldn't refresh this page — reload it to see where you stand." The cancellation went through; only the page is behind, so reload it rather than cancelling again.

This is not Cancel this change, which only withdraws a change you've scheduled and leaves your subscription exactly as it is — see "If you've scheduled a change" above.

After you've cancelled

The right-hand column now starts with a card headed "Ending on 3 Oct 2027". It says how far off that is — "in about a year", "tomorrow", "today" — and that "Until then nothing changes — your plan, your capacity and everything you have built stay exactly as they are." On the plan card, the status reads Ending, and the card says "ends 3 Oct 2027" where it used to say "renews". The Cancel subscription button is gone, since there's nothing left to cancel. (If your workspace was already paused, the status stays Suspended — see "If a payment fails" below.)

On that date the subscription ends, and your workspace pauses just as it does for any canceled subscription — nothing is deleted. See "If your subscription is canceled" below.

Changing your mind

Click Keep my subscription on that card, at any point before the date. The subscription carries on as it was, and the card and the Ending status go away. If it had already been kept — in another tab, say — you'll see "Your subscription wasn't ending any more, so there was nothing to undo."

If you have a change scheduled

Cancelling doesn't throw away a change you've scheduled. A reduction in your extra capacity that's due before your subscription ends still goes ahead on its date, and still brings what you pay down until then.

There is one exception. A scheduled change that's due to start on the very day your subscription ends can never take effect, because by then there's nothing left to change. A cheaper plan or a shorter billing period is in that position — it waits for the end of the period you've paid for, which is the day a cancellation takes effect — and so can a reduction in extra capacity on a monthly plan. Cancelling drops that change. The cancel window tells you so before you confirm, and only when it applies: "Your scheduled change on 3 Oct 2027 will not take effect, because it would only start once your subscription has ended. Keeping your subscription later will not bring it back — you would have to schedule it again."

When the change is to your extra capacity, the window names it there too, in the same words the Plan tab and the capacity window use: "Your scheduled change on 3 Oct 2027 (Extra emails drops from 2 packs to 1 pack) will not take effect…" — so you can see what you would be giving up before you confirm.

So if you cancel and then click Keep my subscription, the subscription carries on, but that change does not come back. Schedule it again if you still want it.

While your subscription is ending

You can't schedule a change that waits for the end of a period — a cheaper plan, a shorter billing period, fewer packs — while the subscription is ending. The window or panel says "Your subscription is already set to end, so a change that would start after that date can't be scheduled. Keep your subscription first, then make this change." in place of the preview. And if you also have a change scheduled, adding capacity or moving to a dearer plan has to wait as well: "Your subscription is set to end, and you also have a scheduled change, so this can't be made yet. Keep your subscription or cancel the scheduled change first, then make this change."

On a trial, or on an invoiced or team-managed account

On a trial there's nothing to cancel: it has no subscription to end, and it simply ends on its own date. Where the button would be, the section says "You're on a free trial, so there's nothing to cancel — it ends on its own date." If you do nothing, your workspace pauses when the trial runs out — see "Starting on a trial". To carry on instead, click Choose a plan.

If your account is invoiced, the section says "Invoiced billing — to end your subscription, contact your account manager." There's no button, just as there's none for switching plans, and a subscription that is ending shows its date with "Invoiced billing — to keep your subscription, contact your account manager." in place of Keep my subscription. If your account is managed by our team, contact us for this as for anything else on the Plan tab.

What's offered to your account

Not every account is offered the same plans and add-ons. A plan arranged with your account manager, for example, appears only on your account. Choose a plan, Change plan and Capacity each list only what's available to yours.

If nothing is available for one of them, its window or panel points you to your account manager instead:

"Contact your account manager to choose a plan."
"Contact your account manager to change your plan."
"Contact your account manager to add capacity."

Nothing you already have is taken away. If a plan or add-on stops being offered to your account, what you have keeps working and renewing exactly as it is. You just can't buy more of that add-on, or switch back to that plan once you've moved off it.

Invoiced billing

Cards are the default, and cost nothing extra. Larger accounts can arrange invoiced (net-30) billing instead by talking to us — it isn't something you switch on yourself.

If your account is invoiced, the Plan tab still gives you Manage billing for your invoices and payment profile, but there's no self-serve Capacity button, and switching plans isn't offered from the app. Your pricing is negotiated, so plan and capacity changes go through your account manager instead — and so does ending the subscription.

You're also not cut off the moment your usage passes your contracted amount: there's some headroom built in first, and your account manager is alerted so you can talk before anything is affected. It's a short buffer for exactly that conversation, not an open-ended allowance — for anything beyond it, add capacity through your account manager.

Tax

Where tax applies to your account — sales tax, VAT, or GST, depending on where you're billed from — it's calculated automatically and added to your invoice; you don't need to work it out or add it yourself. If your business has a tax ID (a VAT number, for example), add it from Manage billing so it appears on your invoices — checkout and the billing portal will prompt for it too.

If a payment fails

A single failed card payment doesn't cut you off. We automatically retry it for about three weeks, and your features keep working normally while that happens.

If it's still unpaid once retries are exhausted, you'll see a "Payment pending" note and get a further short grace period before anything actually pauses — plenty of time to update your card from Manage billing. The same shape applies to an invoiced account with an overdue invoice: a grace period starts once the invoice passes its due date, not before.

Whenever payment goes through — during the retries, during the grace period, or any time after — everything resumes automatically, and your regular billing date doesn't move because of any of this.

Until the overdue payment goes through, you can't upgrade or switch to a longer billing period on the Plan tab, and Manage billing doesn't offer plan changes at all until then. Update your payment method in Manage billing first; a cheaper plan (from Change plan) still works in the meantime, since it charges nothing today, and so does extra capacity while the payment is still being retried. Once it's unpaid — the "Payment pending" stage — Add capacity can no longer ADD capacity until the payment goes through, but it can still drop it: removing or reducing packs charges nothing today either.

If the grace period ends without payment, your workspace pauses just like an expired trial: nothing is deleted, and you'll see the same app-wide banner. Your subscription is still there, though, so you don't need a new plan — an admin sorts out the payment from Manage billing, by updating the card or paying the overdue invoice, and everything resumes once it goes through.

While the workspace is paused, Add capacity can't add any either. Extra capacity is added to your subscription, and a paused subscription isn't running, so in place of its preview the panel tells you that your subscription isn't active, and to get it running again from the Plan tab — here, that means sorting out the payment from Manage billing. Once everything resumes, you can add capacity again. Removing or reducing the capacity you hold still works, since it charges nothing today: you can bring your bill down while you sort the payment out, as you can at every other stage.

If you'd rather end the subscription than pay it, you can: Ending your subscription is still on the right of the Plan tab while it's paused, and its Cancel subscription button works as it does for any other card account. Its note reads "Cancelling ends your subscription on 3 Oct 2027, the end of your current billing period. Nothing is charged or refunded today." — no promise that you keep your plan until then, because a paused workspace doesn't.

Once you've cancelled, the Plan tab stops offering it again and the plan card says "ends 3 Oct 2027" where it said "renews". The status stays Suspended, because the workspace is still paused, but the card headed "Ending on 3 Oct 2027" leads the right-hand column, as it does for any cancelled subscription (see "After you've cancelled"), and Keep my subscription is on it: you can change your mind at any point before the date. The card's note stops at "Until then nothing changes." — again no promise that your plan and capacity stay as they are, since a paused workspace doesn't. Keeping the subscription only undoes the cancellation; the workspace resumes when the payment goes through, as described above.

If your subscription is canceled

A canceled subscription has ended — which is what happens on the date a cancellation takes effect (see "Cancelling your subscription" above). Your workspace pauses just like an expired trial — nothing is deleted, and you'll see the same app-wide banner — and the Plan tab shows Choose a plan again in place of Manage billing. To start again, an admin picks a plan there, as described in "Choosing your first plan" above; everything resumes once the new plan appears.

If your account is managed by our team

Some accounts — an internal or complimentary account, for example — are managed directly by us rather than through self-serve billing. The Plan tab shows a note that your account is managed by our team, with no plan or payment controls to change. Contact us for anything you need updated.

Understanding what you see

The Plan tab shows a short note at the top whenever there's something to know:

"Your trial ends in 5 days." — a countdown of the days left in your trial.
"Your trial has ended. Choose a plan to continue." — pick one with Choose a plan.
"We couldn't collect your payment. Update your billing to avoid interruption." — a payment is overdue and you're in the short grace period described above. Update your billing from Manage billing.
"Ending on 3 Oct 2027" — you've cancelled, and nothing changes until that date. Keep my subscription undoes it.
"Your subscription is suspended." — your workspace is paused. The Plan tab shows the way back: Manage billing if a payment failed, since your subscription is still there, or Choose a plan if it was canceled. If the subscription is still there you can also end it, under Ending your subscription, and undo that with Keep my subscription (see "If a payment fails" above).

During a payment problem or a lapsed subscription, you'll also see a banner at the top of the app itself, above every page, so it's hard to miss. During a trial it's a chip in the top bar instead — see "Starting on a trial".

Tips

If you're an admin, watch for the trial reminder emails — they're sent to your account's admin contact address.
Bookmark the Plan tab if you handle billing for your team; it's the one place that brings plan, payment, and invoices together.
If you're not an admin and need a plan change, the fastest path is asking an admin on your team directly — there's no way to request one from inside the app as a regular user.

FAQ

Q: Who can see and use the Plan tab? A: Admins only. Regular users can still see the Usage tab, which shows the same consumption numbers, but Plan itself is hidden for them — ask an admin on your team for any change.

Q: Do we need a credit card to start a trial? A: No. Trials start with no card on file. You'll only need one once you choose a plan.

Q: What happens when our trial ends without us choosing a plan? A: Your workspace pauses — AI, email, and text actions stop until you subscribe — but nothing is deleted. Choosing a plan from the Plan tab resumes everything automatically.

Q: What does "Manage billing" actually show us? A: Stripe's secure billing portal: payment methods, invoices and receipts, your billing address, and tax IDs. Some accounts can switch plans there too, but not every account can — Change plan on the Plan tab is the place to switch, and the one that shows you exactly when a change takes effect and what it costs before you confirm it.

Q: Does our invoice include tax? A: Where it applies, yes — it's calculated automatically from your billing details and added to what you're charged. Add your tax ID from Manage billing if your business has one.

Q: Can anyone buy extra capacity? A: Any admin, if your account pays by card — from the add-ons available to your account. If none are, the Add capacity panel says "Contact your account manager to add capacity." Invoiced accounts, and accounts on a negotiated price, arrange capacity changes through their account manager instead.

Q: We already have an add-on — can we buy more of it? A: Yes. Open Capacity and pick it again. The new packs add to what you already have and count toward your limits within a minute — this month and every month after it, on any billing period.

Q: How much does a monthly add-on add on a quarterly or yearly plan? A: One pack a month, exactly as on a monthly plan — buy it part-way through a month and you get a share of that month's pack for the time that remains, charged the same share right away, and next month's pack arrives in full when that month opens. It's billed every month too, so on a yearly plan it is usually invoiced on its own between your renewals. Under Extra capacity, the Plan tab lists each one with what it adds to the month you're in. To drop one, open the ⋯ menu on its row and choose Remove or reduce: it takes effect at the end of the current month, and this month's packs stay yours. See Usage and billing.

Q: Why does the preview show a different date from our renewal date? A: The preview shows the date of the invoice your change lands on. That's usually your renewal date, but a monthly add-on on a yearly plan is invoiced every month, so its invoice can come first. A change that waits shows a different date again, under When this starts: that one is the day the change takes effect, not an invoice date.

Q: We upgraded — why were we charged today and not on our renewal date? A: An upgrade takes effect straight away, so the difference for the rest of your current billing period is charged now, after the unused time on your old plan. Your renewal date stays the same. Moving to a cheaper plan works differently: it waits for the end of the period you've already paid for, so nothing is charged and nothing is credited when you ask for it — you keep the plan you're paying for until then.

Q: The preview says it's out of date. What happened? A: A preview is good for 15 minutes, so the price you confirm is the price you saw. Close the window or panel and open it again to see today's figures, then confirm.

Q: Why can't I see a plan I've heard about? A: The plans on offer can differ from one account to another, and Choose a plan and Change plan list only the ones available to yours. A plan arranged with an account manager, for example, appears only on the account it was arranged for, and a plan that's no longer sold isn't listed for anyone. If you'd like a plan that isn't listed, ask your account manager.

Q: An add-on we have isn't listed any more — do we lose it? A: No. If an add-on stops being offered to your account, the capacity you already have keeps working and renewing as it is, and it's still listed under Extra capacity on the Plan tab. You just can't buy more of it. The same goes for a plan: you keep it for as long as you stay on it, but once you switch to another, you can't switch back.

Q: Our card payment failed — are we cut off right away? A: No. It's retried automatically for about three weeks with no interruption to your features, and even after that you get a further short grace period before anything pauses. Update your card from Manage billing as soon as you can to clear it.

Q: Why can't we upgrade while a payment is overdue? A: An upgrade, a switch to a longer billing period, and adding capacity are all charged today, and your last payment hasn't gone through yet. Update your payment method in Manage billing; once the overdue payment goes through, you can make the change. This applies from the first failed payment — there is nothing to gain by charging a card that is already failing. A cheaper plan still works in the meantime, since it charges nothing today, and dropping capacity works at every stage for the same reason.

Q: Why does Add capacity say our subscription isn't active? A: Your workspace is paused, because the overdue payment wasn't sorted out before the grace period ended. Extra capacity is added to your subscription, and while it's paused there's nothing running to add it to. Update your card or pay the overdue invoice from Manage billing; once everything resumes, you can add capacity again. You can still remove or reduce the capacity you hold, since that charges nothing today.

Q: How do we cancel our subscription? A: On the Plan tab, click Cancel subscription under Ending your subscription, at the bottom of the right-hand column, and confirm. It takes effect at the end of the period you've already paid for, not straight away. See "Cancelling your subscription".

Q: Do we get a refund if we cancel? A: No — and nothing is charged for cancelling either. You've paid for the current period, so everything keeps working until it ends, and then the subscription stops.

Q: We cancelled by mistake — can we undo it? A: Yes, at any point before the date it takes effect. Click Keep my subscription on the "Ending on …" card and the subscription carries on as it was. Once the date has passed the subscription has ended, and you'd start again with Choose a plan.

Q: We cancelled and a change we'd scheduled has disappeared — why? A: A change scheduled to start on the day your subscription ends can never take effect, so cancelling drops it; the cancel window tells you so before you confirm. Keeping your subscription afterwards doesn't bring it back, so schedule it again if you still want it. A reduction in extra capacity that's due before the subscription ends is left alone. See "If you have a change scheduled".

Q: Our subscription was canceled — can we start again? A: Yes. Once a subscription is canceled, Choose a plan is back on the Plan tab: pick a plan and complete checkout, and everything resumes once your new plan appears. If a payment failed instead, your subscription is still there — update your card from Manage billing rather than choosing a new plan.

Q: We're on invoiced billing — can we change our own plan? A: Not from the app — your pricing is negotiated, so plan and capacity changes go through your account manager. You can still use Manage billing for invoices and your payment profile.

Q: We're on invoiced billing and went over our contracted usage — are we blocked immediately? A: No. There's some headroom built in first, and your account manager is alerted so you can talk before it becomes a problem. It's not an unlimited allowance, so for anything beyond a short buffer, add capacity through your account manager.

Q: Where do we check how much we've actually used? A: The Usage tab, next to Plan — see Usage and billing.