Step by step

Change plan or cancel your subscription

An upgrade is paid today and starts a new month; a downgrade is scheduled for the renewal; cancelling keeps the service until the end of the period already paid.

In the app:: Billing; Open the app
Reviewed on: Reviewed on 6 October 20265 min read

In this article

Everything is done from Billing, and only the Owner of the account can do it. An upgrade is paid today and starts a new month. A downgrade is scheduled for the next renewal and nothing is charged today. Cancelling keeps the subscription active until the end of the period you have already paid for.

Before you start

You need to be the Owner of the account. Other roles see the page, but not the buttons.
These options appear with an active paid plan. During the free trial, or with an expired subscription, every plan shows the Subscribe to button: follow subscribe to a plan.

Upgrade

Go to Billing (opens the app) and scroll down to Plans. The Change plan button takes you to the same place.
On the plan you want to move to, press Upgrade to followed by the plan’s name.
A window opens with the new plan’s price, the VAT and the Total to pay today. Check it.
Press Pay followed by the total and complete the payment on the bank’s page, the same way as when you subscribe to a plan.

When the bank confirms the payment:

You pay the full month of the new plan today and a new one-month period starts. The renewal moves to one month from today.
What is left of the current period is not prorated. The unused part of the previous plan is neither deducted nor returned.
Unused credits of the current plan are replaced by the new plan’s credits. They are not added together.
Purchased credits are kept.
The card you pay with is saved for the renewals.

Downgrade

Under Plans, press Downgrade to followed by the plan’s name.
Read the confirmation window: it gives the day the change will apply and the price you will pay from then on.
Press Schedule the change. A message starting with “Change scheduled” appears, with the plan and the date.

What happens next:

Nothing is charged today. You stay on your current plan, with everything it includes, until the renewal date.
On that day the new plan’s price is charged and you receive its monthly credits.
Billing shows the status Plan change scheduled, and the target plan states the day you will move to it.
To undo it, press the button that starts with Keep the, followed by your current plan’s name, at any time before the renewal. A message starting with “Change undone” appears.

Before you downgrade, read what happens to the limits.

Cancel the subscription

Go to Billing (opens the app) and press Cancel subscription.
Read the “Cancel your subscription?” window: it says until which day it will stay active.
Press Cancel subscription to confirm, or Keep my plan if you change your mind. “Cancellation scheduled” appears.

What happens next:

The subscription stays active until the end of the paid period and is not charged again. Until that day everything works as before.
After that day, your agents stop replying. Your customers’ messages still arrive in Conversations and your team can answer them by hand.
Nothing is deleted. Your agents, their knowledge and your conversations are still there. Plan credits you have not used are lost; purchased ones are kept.
If you had a plan change scheduled, it is dropped.

Resume a cancelled subscription

Until the day it ends, Billing shows the status Cancellation scheduled and the Resume subscription button. Press it and confirm: the subscription renews by itself again and nothing is interrupted.

After that day, the subscription shows as Expired and you have to subscribe to a plan again.

Cancelling the subscription does not close your account. For that, read deleting data.

The saved card

The Saved card section of Billing shows the card the renewal is charged to. The bank stores it; iAgentify only keeps a reference.

The card is saved when you pay for a plan. There is no form to add one: the card you use to subscribe or to upgrade is the one saved. Buying extra credits does not change it.
To remove it, press Remove card and confirm. “Card removed” appears.
Without a card, the renewal is not charged by itself. Billing says so: “There is no saved card, so the renewal cannot be charged automatically: on that day you will need to pay it from this page.” If you do not pay it, the subscription moves to Payment due and, if it stays unpaid, it expires and your agents stop replying.
To change card there is no button that swaps one for another. The new card is saved the next time you pay for a plan: when you upgrade, or when you pay the renewal from Billing after removing the previous card or after its charge failed. What you will see that day is in the renewal could not be charged. If you need to change it sooner and do not want to wait for the renewal, write to us from Support.

What happens to the limits when you move to a smaller plan

When the new plan takes effect, nothing you already have is deleted or switched off. Your agents, the people on your team, your knowledge sources and each agent’s languages stay as they were, even if they exceed the new limit. What changes is that you cannot add more until you are below it.

Before you downgrade, compare what each plan includes and how each limit is counted in plan limits.