Upgrade, downgrade, or add capacity

Plan changes are self-serve on the Billing page: upgrades and downgrades apply immediately with Stripe proration, phone-plan changes are independent of your platform plan, and one-off capacity (like an extra seat) can be requested right from the limit prompt. Every change goes through an in-app confirmation that states exactly when the new price starts billing.

Before you start

• Only owners and admins can change plans, open the billing portal, or cancel.
• Know which side you're changing: the Platform tab is the software plan; the Phone tab is voice/messaging. Changing one never changes the other.

Step 1 — Upgrade or downgrade the platform plan

1. Open Billing → Platform.
2. On the plan card you want, click the upgrade or downgrade button (for example "Upgrade to Pro").
3. A confirmation explains the money: for an upgrade, "Your plan will change immediately. You will be charged a prorated amount for the remainder of this billing period" and the new price starts at your next renewal date. For a downgrade, "Your plan will change immediately. Stripe will prorate the difference and apply it as a credit to your next invoice".
4. Click Upgrade Plan or Downgrade Plan to confirm, or Go Back.

If you have no subscription yet, the same cards run a Stripe checkout instead — you'll briefly see "Processing your payment... This usually takes a few seconds." on return, then "Subscription activated successfully!".

Step 2 — Change the phone plan

1. Open Billing → Phone and scroll to the tier grid.
2. Pick a tier — the button reads Upgrade to / Downgrade to / Switch to plus the tier name.
3. Confirm in the dialog ("Your phone plan will change immediately.") with Change Phone Plan.

Your platform plan stays unchanged; only the phone line item moves.

Step 3 — Add capacity without changing tiers

• Extra seats — when inviting a teammate over your seat limit, the upgrade prompt may offer Request extra seat with the per-seat monthly price. After submitting you'll see "Request submitted".
• Extra phone numbers — buy beyond your included count and each extra bills monthly at your plan's per-number rate (buy a number).
• Overage — enable on-demand overage instead of upgrading if you only occasionally exceed SMS/minute allowances (overage blocks).

Step 4 — Manage payment method and invoices

Click Manage Billing (Platform tab or Overview) to open the Stripe billing portal for card updates and invoice history. The History tab lists invoices in-app.

Cancelling and reactivating

• Cancel subscription (in the subscription details area) asks "Cancel your subscription?" — your plan stays active until the end of the current billing period.
• While a cancellation is scheduled, a Cancellation scheduled banner shows the end date with a Keep Subscription button to undo it.
• After it lapses, the Platform tab offers Resubscribe.

Troubleshooting

• Cancel or portal blocked because of phone numbers — you still own active numbers; the error says to release them ("Release them before cancelling billing.") and sends you to Phone System → Numbers. Release the numbers, then retry. If a number failed to release, contact support for admin repair.
• "Payment failed." — your card was declined at renewal. Click Update Payment Method to fix it in the portal before service is interrupted. See account suspended for what happens if it stays unpaid.
• No upgrade buttons on plan cards — either you're not an owner/admin, or you're on a custom package (cards show Contact support to change instead — by design, so custom terms aren't dropped accidentally).
• "Billing state unclear." — the subscription state couldn't be determined; click Retry or contact support.