Help Center

Upgrading, downgrading, and canceling

All three are self-serve from Billing. The important thing to know is that cancelling schedules an end date — it doesn't switch anything off today.

Where to do it

Billing in the sidebar takes you to a secure billing page. Change plan, update your card, download invoices, or cancel — all from there.

Upgrading

Takes effect immediately. You get the new plan's minutes and its higher caps straight away, and you're charged the difference for the rest of the current period.

If your agent was blocked because you'd run out of minutes, upgrading unblocks it as soon as the change lands.

Downgrading

Takes effect at your next renewal. You keep the plan you paid for until then — no proration, no early cutoff.

Nothing you've configured is deleted when a downgrade lands. Extra transfer destinations and custom fields beyond your new plan's cap stay stored and visible; calls just use as many as the new plan allows.

One thing that does bite after a downgrade

While you're storing more transfer destinations or custom fields than your new plan allows, Agent Settings won't save at all — even an unrelated change like your greeting. Delete the extras down to your cap and saving works again.

A connected calendar, your services, your knowledge base, your call history and your contacts are all unaffected by a downgrade.

Canceling

Cancelling schedules your plan to end at the end of the period you've already paid for. It is not a switch-off, and specifically:

Your dashboard and account keep working exactly as before. This is nothing like deleting your account.
Your agent keeps answering calls for the rest of the period.
Your minutes are not reduced. Not zeroed, not prorated, not held back. The full remaining allowance is still yours to use.
Every remaining day is usable, right up to the end of the period.

Nothing is withheld at the moment you cancel. You paid for the period; you get the period.

You'll see a banner on your dashboard saying your plan is scheduled to end on a specific date, and get an email saying the same thing. The banner comes back on each page load until the cancellation takes effect or is reversed — a plan ending is not something you should be able to permanently dismiss and then forget.

When the cancellation actually takes effect

On the end date, your subscription closes and your agent stops taking calls. Your phone number is released. Your data is retained according to our retention policy.

If you want your data out, export it before that date — see Exporting data to CSV.

Changing your mind

A scheduled cancellation can be reversed any time before the end date: go back to Billing and reactivate. Because nothing was taken away when you cancelled, there's nothing to restore — everything simply carries on.

Cancelling by phone or email

If you ask support to cancel for you, they schedule exactly the same change with the same end date and the same "nothing is reduced" behaviour. It's the identical action you'd have taken yourself, not a different or heavier one.

Reversing one that support scheduled works the same way — reactivate from Billing.

Cancelling vs. deleting your account

Different things. Cancelling ends the subscription and leaves your account and data alone. Deleting your account removes it. Account deletion lives in Account Settings → Profile, under Danger Zone, with its own confirmation and a hold period during which you can reverse it — see Account settings & business info.