Upgrade or downgrade

What it is

Changing plan is a single action on Settings → Billing, and what happens next depends on whether you already have a subscription.

• First paid plan. You go through a secure hosted checkout, and the new limits apply as soon as the payment completes.
• Already subscribed. The plan is swapped in place, immediately and prorated. There is no second checkout and no interruption — you are charged the difference for the remainder of the current period rather than starting a new one. You will see "Your plan has been updated."

Downgrading works the same way in reverse, with one important property: it never deletes anything.

When you would use it

Upgrade when a specific limit is blocking you and you have identified which one. "I cannot connect WhatsApp" is the messaging switch — embedding the widget is on every plan, so it is never the reason to upgrade. "I cannot add a chatbot" is the chatbot cap. "My upload was rejected" is the knowledge cap. "I cannot invite anyone" is seats. They have different fixes, and some of them are cheaper as add-ons than as a whole tier — see Extra chatbots and extra knowledge.

Downgrade when you have consistently spare capacity across every limit, not just one.

Where to find it

Dashboard → Settings → Billing. Owner-only, and only in the workspace you own — see Why Billing is missing.

Prices and the exact allowance for each tier are on the plan cards there and on the pricing page, both read live from the catalogue.

Steps

1. Open Dashboard → Settings → Billing as the account owner.
2. Identify the limit that is actually blocking you by reading the meters at the top. Do not upgrade on a guess.
3. Compare the tiers above you. Switch the monthly/yearly toggle if you want to see both. Yearly is discounted against twelve monthly payments but does not raise any cap — the same limits for less money, not more room.
4. Check whether an add-on solves it more cheaply. If only one limit is short, it usually does.
5. Select the plan. If you are already subscribed, it swaps immediately with proration; if not, complete the hosted checkout.
6. Wait for Billing to show the new plan name and updated meters.
7. Go back and retry the thing that failed. Reload the page first — a tab left open from before the change is still holding the old limits.

Before you downgrade

1. Count what you are using against the lower tier's limits: chatbots, seats (including pending invitations), enabled Call actions, and knowledge size per chatbot.
2. Remove or disable whatever will not fit.
3. Revoke any outstanding team invitations. An invitation sent under the old plan can fail at the moment someone accepts it — a confusing experience for them and an awkward one for you.
4. Check whether you rely on messaging apps. Free cannot connect them. Your website widget, plugins and public share link keep working on every plan.
5. Then change the plan.

What takes effect when

This is where expectations usually diverge from reality, so here it is explicitly:

A mid-period plan change does not refill your credits. If you upgrade today because you ran out of credits today, you will still be out of credits after the upgrade — the new, higher allowance starts at your next renewal. Buy a credit pack as well; that is immediate. See Buy more credits.

The same rule cuts the other way on a downgrade: credits you have already used this period still count against the new, smaller allowance until the next renewal.

Downgrading does not delete anything

Worth stating clearly, because it is the fear that stops people downgrading when they should:

Nothing is removed, deactivated, archived, or hidden. Chatbots over the new cap keep running. Members over the new seat allowance keep working. Knowledge over the new size limit keeps answering questions.

What changes is that you cannot add anything until you are back under the limits. Creating a chatbot, inviting a member, and uploading more knowledge will all be refused with a message naming the limit and suggesting an upgrade.

Your website stays live through any plan change. The website widget, the iframe embed and the plugins work on every plan, Free included, within that plan's credits and caps. Connecting a messaging app needs a paid plan. Your chatbot's public link keeps working too — see Share a hosted link.

Cancelling

Cancellation is handled in the billing portal, reached from Manage billing on the Billing page, rather than through a button in the dashboard.

After you cancel, your plan stays active until the end of the period you have already paid for. Billing shows the status Cancels soon and the line "Access ends on {date}". Nothing is lost before then, and you can resubscribe from the same portal if you change your mind.

Limits and plan notes

Every tier is self-service. There is no enterprise or contact-sales tier to negotiate.

One subscription plan at a time. Add-ons stack on top of it; plans do not stack with each other.

Add-ons are separate subscriptions and survive a plan change untouched. After an upgrade, review them — you may be paying for extra chatbots your new tier already includes.

A complimentary plan granted by support overrides your subscription while it is live, and Billing shows a distinct badge for it. When it expires, your own subscription takes over again.

Only the owner can do any of this. No role and no API key can change a plan.

Common problems

I upgraded and still cannot embed the widget.

Embedding does not need an upgrade, so the plan is not the cause. Check that the chatbot is Active, that the snippet is on the published page, that the page's host is on the allowed domains, and that you are in the account that owns the chatbot. See The widget is not showing.

I upgraded and still cannot connect a messaging app.

Two checks. First, that the paid plan is showing on the owner's Billing page — if you are signed in as a member, Billing is hidden and nothing will look different. Second, reload Chatbots → your chatbot → Integrations → Messaging; the tab read your plan when it opened.

The downgrade was refused, or checkout would not complete.

You are over one of the lower tier's limits. Reduce your usage first — chatbots, seats including pending invitations, or knowledge — then retry.

I paid and Billing still shows the old plan.

Refresh, as the owner. If it persists for more than a few minutes, contact support with the approximate time of payment. Never include card details.

Can an Admin change the plan for me?

No. Billing cannot be delegated to any role.

A plan has no yearly option.

A tier without an annual price cannot show the toggle. Monthly works normally.

What happens to my data if I cancel completely?

Cancelling ends the subscription; it does not delete your workspace. Deleting the account is a separate, deliberate action — see Delete your account.