Managing your subscription
This guide covers the billing tasks an organization owner or administrator performs in the web app: reading your current plan, moving to a higher plan, updating payment details, and getting the app back in step with your billing provider when a change does not appear.
Before you start
You need the billing permission for your organization. Owners and administrators have it. Without it, Billing does not appear under Settings at all.
Your organization also needs to be self-managed. If a parent organization manages your billing, the page shows a "Managed by" notice naming that organization instead of the plan controls, and billing questions go to an administrator there. A plan change started from anywhere else in the app, such as an upgrade prompt, is refused with a notice that your billing is handled by that organization.
No particular plan is required to open the page. It stays reachable even when a subscription has lapsed, which is deliberate, because it is the way back.
Open your billing page
Select Settings in the sidebar, then Billing. The page is titled Billing & Subscription.
The page has three parts:
- A banner naming your current plan, its workflow, user, and storage allowances, and the price you subscribed to (for example $1,800 per year). The price is left out when your subscription has no matching catalog price.
- Usage & Limits, with a meter for each metered resource. See Plan limits and usage for how to read them.
- Available Plans, one card per plan, with your current plan marked.
Below that, Billing Management shows your subscription status, the renewal date, and the current billing cycle.
An orange dot on the Billing navigation item means your organization has no active subscription. It disappears once a subscription is active.
Move to a higher plan
- 1
Pick a plan and a price
In Available Plans, find the plan you want. Each card lists the plan's prices (for example monthly and yearly); choose one. A price billed less often than monthly also shows what it comes to per month, and how much it saves against the monthly price when it saves at least one percent. Then select Upgrade.
The plan we suggest for most teams is marked Recommended. A plan marked Contact Sales is sold by our sales team and has no price on the card; its Contact Sales link opens the contact form. A plan that requires an approved partnership does not appear here at all until the partnership is approved.
- 2
Pay
You are handed off to the payment provider's checkout page. Complete payment there.
- 3
Come back
Checkout returns you to the app, which shows "Processing your subscription..." while it picks up the change, then returns you to Billing with your new plan in place.
Abandoning checkout returns you to Billing with nothing changed.
If your current usage is above the limits of the plan you picked, the change is refused before checkout opens and the page reports that current usage exceeds the target plan's limits. Reduce usage first, then try again.
Move to a lower plan
Moving to a lower plan changes your existing subscription in place. There is no checkout and no payment. Your subscription is not cancelled, and your billing cycle (monthly, yearly, or another period) stays the same. If the lower plan has no price on your current billing cycle, the change is refused and asks you to choose a price for the new plan: choose one on its card and select Downgrade again.
- 1
Pick a lower plan
In Available Plans, find the plan below your current one. Its card reads "Keeps your current billing cycle unless you choose a price." To switch billing cycle at the same time, choose one of its prices first. Then select Downgrade.
- 2
Confirm
A dialog names the plan you are moving to and confirms that the change takes effect at the end of your current billing period. The lower price applies from your next invoice; nothing is charged or credited mid-cycle.
The lower plan has smaller allowances, so the app checks your current usage first. If your workflows, users, hosts, or storage are above the target plan's limits, the change is refused and the page reports that current usage exceeds the target plan's limits. Reduce usage to fit the lower plan, then try again.
To end your subscription entirely rather than move to a lower plan, use Manage Billing to open the customer portal. Downgrading keeps an active subscription on the lower plan.
Update payment details and get invoices
Select Manage Billing in the Billing Management section. This opens the Stripe Customer Portal, where payment methods, invoices, and billing address live. Leaving the portal returns you to Billing.
The button reports an error if your organization has never had a paid subscription, because no billing customer exists yet.
When a plan change does not appear
Payment confirmations reach the app through a background notification from the billing provider. If one is delayed, your plan can look unchanged after you have paid.
Under Billing Management, next to "Something not look right?", select Refresh from Stripe. One of three things happens:
| Result | What it means |
|---|---|
| Synced successfully, naming a plan | The app has picked up your current subscription. |
| No active subscription found | The provider has no active subscription for this organization. Check that checkout completed. |
| Already up to date | The app and the provider agree. The problem is elsewhere. |
Refreshing is safe to repeat. It reads your subscription from the billing provider and copies it across. It never starts, changes, or ends a subscription.
If your subscription lapses
Feature pages redirect to Billing whenever the organization has no active or trialing subscription. Settings and billing pages stay reachable so you can subscribe again.
Choosing a plan from that page follows the same checkout described above.
Related
- Plan limits and usage for what each limit covers and what happens when you reach one.