> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancel or change your plan

> Move up or down a Brilo plan, or cancel, and know what happens to your numbers, agents, recordings, and billing.

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.

## 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](/account/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](/supported/plans).

## Moving up a plan

<Steps>
  <Step title="Open your billing settings">
    Go to billing in your workspace settings.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

## Cancelling

<Steps>
  <Step title="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.
  </Step>

  <Step title="Download anything you want to keep">
    Recordings, transcripts, and reports are in your call history. Download the ones that matter to you.
  </Step>

  <Step title="Cancel in your billing settings">
    Cancel the plan. The repeating charge stops and you keep access for the period you have already paid
    for.
  </Step>
</Steps>

## What happens to your things

| What                                           | What happens                                                 |
| ---------------------------------------------- | ------------------------------------------------------------ |
| Your agents                                    | Kept. Instructions, knowledge, and settings stay as they are |
| Your knowledge                                 | Kept                                                         |
| Your call history, recordings, and transcripts | Kept, subject to the normal retention period                 |
| Your phone numbers                             | Stop renewing. A released number cannot be recovered         |
| Your team                                      | Keep their accounts, with the access their plan allows       |
| Live calls                                     | Your agent stops taking calls when the paid period ends      |

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.

## FAQ

<AccordionGroup>
  <Accordion title="Will I be charged after I cancel?">
    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.
  </Accordion>

  <Accordion title="Do I get a refund for the rest of the month?">
    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.
  </Accordion>

  <Accordion title="What happens to my phone numbers when I cancel?">
    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.
  </Accordion>

  <Accordion title="What happens to my recordings and transcripts?">
    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.
  </Accordion>

  <Accordion title="Can I come back later with the same setup?">
    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.
  </Accordion>

  <Accordion title="What happens to my agents if I downgrade?">
    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.
  </Accordion>

  <Accordion title="Why can I not cancel from my account?">
    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](/account/who-can-do-what).
  </Accordion>

  <Accordion title="Can I pause instead of cancelling?">
    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.
  </Accordion>
</AccordionGroup>

## Related

* [Plans and what they include](/supported/plans) to choose what to move to
* [How billing works](/account/how-billing-works) for charges and invoices
* [What will this cost me](/account/what-will-this-cost-me) for worked examples
* [Who can do what](/account/who-can-do-what) for who can change billing
* [Buy a phone number](/phone-numbers/buy-a-phone-number) since numbers do not survive cancelling