Changing your plan

You can change your own plan. There is no form to fill in and nobody to email — open Billing in your dashboard and every plan is listed at the top of the page, with the one you are on marked Current.

The important part is what happens before you confirm. Picking a plan does not change anything; it asks us what that change would do to your account, and we show you the answer first. If moving down would stop your assistant answering on a channel you use, you find that out on this screen — not a week later when somebody messages you on Instagram and nobody replies.

Where to find it: Billing in your dashboard. The plan cards are at the top, above your usage figures and your invoices.

Moving up a plan

Choose the plan you want and select Switch to …. We will show you what it adds, and then Request this plan.

Moving up is a request, not an instant switch. We record it and get in touch to arrange payment. Your plan does not change — and you are not charged — until that is settled. Until then everything works exactly as it does today.

While a request is outstanding, a note appears at the top of the Billing page saying so. You can withdraw it at any time with Cancel this change.

Moving down a plan

Choose the smaller plan and select Switch to …. Before there is anything to confirm, we list every feature you would stop having access to — by name, one by one, never as a count.

Read that list. It is the whole point of the screen.

If you are happy with it, select Confirm downgrade. The change is scheduled rather than applied on the spot: you keep what you have paid for until the end of your current billing period, and the new plan takes effect at the boundary. The Billing page tells you the date, and says plainly that nothing changes until then. You can cancel any time before it lands.

Nothing is deleted

This is worth being explicit about, because it is the thing people worry about most.

A downgrade removes access to features. It does not remove anything you have created. Your conversations, contacts, knowledge base, catalogue and assistants all stay exactly as they are. If you move back up later, you get access to the same records — nothing has to be rebuilt or re-imported.

An assistant beyond your new plan’s limit stops answering. It is not deleted, and switching back up brings it straight back.

When a downgrade is refused

Some moves down cannot go ahead until you change something first, and we say so instead of doing something surprising.

The one you are most likely to meet is assistants. If you are running four assistants and the plan you have picked allows one, we will not pick which three stop answering — there is no right answer to that, and guessing would take a working assistant off a real customer’s channel. So the screen says how many you have, how many the new plan allows, and how many to deactivate:

You have 4 active assistants and lite allows 1. Deactivate 3 first — we will not choose which ones stop answering.

Deactivate the ones you do not need (see Creating your assistant), come back, and the change goes through.

Sitting exactly at the new limit is fine. Four assistants moving to a plan that allows four needs nothing done.

Things worth knowing

A plan change is per account, not per assistant. Everything under your account moves together.

Only an admin can change the plan. Anyone on your team can see which plan you are on — that is not a secret, and hiding it only means they ask someone — but changing it needs an admin.

One change at a time. If you ask for a second change while one is still outstanding, the newer one replaces it. Changing your mind is not an error.

Add-ons you bought separately are not affected. A downgrade only ends the things your plan was providing. Anything bought on its own carries on.

Troubleshooting

The Billing page shows a plan I did not ask for. Check the note at the top of the page — a scheduled change may have landed at your period boundary. The date it was due was shown there before it happened.

I cancelled a change but it still shows. Reload the page. Cancelling takes effect immediately; the card is only ever a view of what we have recorded.

I confirmed a downgrade and nothing changed. That is expected. A downgrade is scheduled to your billing-period boundary so you keep what you paid for. The banner shows the date.

My prepaid minutes disappeared from the Billing page. They are shown only while you hold a minute pack. They are not part of a plan, so a plan change never adds or removes them — see Billing and invoices.

---

Related: Billing and invoices · Creating your account · Why isn’t my assistant live?