Branding & billing
Changing plans and billing
Subscribe, switch plans, change between monthly and annual billing, update your card and download invoices under Settings › Billing & plan.
- Who can do this
- Owner or Admin (everyone can view)
- Plan
- All plans except Enterprise (invoiced)
- Time
- 3 minutes
Where billing lives
Go to Settings › Billing & plan. You'll find:
- Current plan: your plan and status (Trial, Active, Past due, Cancelled or Complimentary), billing cycle, renewal or end date, and the Runs this period and Active customers meters. Manage billing and Invoices open the secure Stripe customer portal.
- Plans: the plans available to your organization type, with a Monthly / Annual switch (annual = 2 months free).
Subscribe for the first time
In Plans, pick Monthly or Annual.
Select Choose plan on the plan you want. You're taken to Stripe Checkout to pay securely.
After paying you return to Settings with “Thanks — your subscription is being confirmed”. Your plan and limits update automatically within a few seconds.
Switch plan, cycle or payment method
- Switch plan on another plan opens the Stripe customer portal ready to change your subscription; the difference is prorated.
- Manage billing opens the portal to update your card, see invoices or cancel. Invoices goes there too.
- The new plan’s customer and assessment limits apply as soon as the change is confirmed.
Good to know
Moving to a plan with fewer customers than you have never removes customers. Existing ones keep working, but you can’t add new ones until you’re under the limit (the page shows “You’re over your plan’s customer limit”).
When you see “Contact us”
Plans without self-serve checkout (such as Enterprise) show Contact us. If self-serve billing isn't enabled for your account yet, the page says “Contact us to change plans” and links to our contact page; our team then changes your plan for you. MSP plans are available to MSP organizations; if your workspace is set up as a direct organization and you're an MSP, contact us.
Troubleshooting
“Payment failed”
We couldn't collect your last payment and your status is Past due. Select Update payment method and update your card to keep assessments running.
“Checkout was cancelled. Nothing was changed.”
You left Stripe Checkout before paying. Choose the plan again when you’re ready.
“Only owners and admins can change the plan or billing details.”
Ask an Owner or Admin in your organization.
“Your trial ends in … days”
Choose a plan before the trial ends to keep running assessments.
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