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You can change plan or cancel at any time in your billing settings. Moving up takes effect straight away. Cancelling ends the repeating charge, and you keep what you have paid for until the end of the period you have paid for. Nothing is deleted the moment you cancel.

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Before you start

  • Only the workspace owner can do this. Everyone else sees a message saying the subscription is managed by the owner. See Who can do what.
  • If you are cancelling, decide what happens to your phone numbers first, because that is the part that is hard to undo.
  • If you are moving down, check your new plan still covers your agents and your minutes. See Plans and what they include.

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Moving up a plan

1

Open your billing settings

Go to billing in your workspace settings.
2

Choose the plan you want

Pick the plan and confirm. Your new allowances and features are available immediately, so an agent blocked by a limit starts working again straight away.

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Moving down a plan

Check three things before you do, because a smaller plan can stop things working:
  • Agents. Free allows one and Starter three. If you have more than the new plan allows, the extras need deleting.
  • Minutes. A smaller allowance runs out sooner, and with extra usage off your agent stops taking calls when it does.
  • Features. Email needs Pro or above, and after call automations need Growth. Moving below them turns those off.

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Cancelling

1

Decide about your phone numbers

Numbers are the part you cannot get back. If a number is on your website, your van, or your Google listing, work out where those calls should go before you cancel.
2

Download anything you want to keep

Recordings, transcripts, and reports are in your call history. Download the ones that matter to you.
3

Cancel in your billing settings

Cancel the plan. The repeating charge stops and you keep access for the period you have already paid for.

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What happens to your things

Coming back later is straightforward: subscribe again and your agents are as you left them. The number is the exception, so if you are pausing rather than leaving, keeping one number is usually worth the monthly cost.

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FAQ

No. Cancelling stops the repeating charge, and you keep access for the period you have already paid for. Usage inside that period is still billable, so extra minutes you use before the end appear on your final invoice.
You keep the service for the period you paid for rather than getting money back, so cancelling on day three of a month means you keep it for that month. Cancel near the end of a period if you want to stop cleanly.
They stop renewing. This is the part to plan for, because a released number cannot be recovered and may be taken by someone else. If your number is on your website or your vehicles, decide where those calls go first.
They stay in your call history, subject to the normal retention period. Download anything you specifically want to keep before you cancel rather than after.
Yes. Your agents, their instructions, and their knowledge are kept, so subscribing again puts you back where you were. Only released phone numbers cannot be recovered.
Agents beyond your new plan’s limit have to be deleted, since Free allows one and Starter three. Features above your new plan, such as email, stop working. Check both before moving down.
Only the workspace owner can manage the subscription, and that is whoever created the workspace. Ask them, or the person named on the invoices. See Who can do what.
There is no pause option, so the nearest equivalent is moving down to the smallest plan that keeps your number, then moving back up when you need it. That keeps the number your customers know, which is the thing worth protecting.