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Managing your subscription

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A subscription belongs to an organization, not to a person, and only the organization’s owner can change it. A change applies to everyone in the organization.

Open the subscription

Section titled “Open the subscription”
  1. Open your organization’s settings. If you belong to more than one organization, check that you are in the right one; each has its own subscription.
  2. Choose the plan name shown next to the organization’s name, such as Free or Identity Plus.

Subscription Status shows the plan, its status (Active, Past Due or Canceled) and the plan’s features, with these actions:

  • Change Plan, or Upgrade Plan on the Free plan, opens Select a Plan.
  • Manage Billing opens Billing Overview, with the next billing date and the billing contact.
  • View Invoices opens Billing History.

Admins can open these pages, but the actions are refused for anyone other than the owner.

Start a paid plan

Section titled “Start a paid plan”
  1. Choose Upgrade Plan.
  2. Choose Monthly or Yearly, then choose the plan.
  3. Pay on the Stripe checkout page. You can enter a promotion code there.

You return to Billing Overview, and the new plan applies immediately.

Change plan

Section titled “Change plan”
  1. Choose Change Plan.
  2. Choose Upgrade or Downgrade on the plan you want.
  3. Review the prorated amount in the confirmation and confirm.

The change applies immediately. The price difference for the rest of the billing period is prorated; a downgrade leaves a credit toward later invoices.

To switch between monthly and yearly billing on the same plan, contact support.

Cancel or reactivate

Section titled “Cancel or reactivate”
  1. Open Select a Plan and choose Cancel subscription.
  2. Confirm with Cancel Subscription.

Cancellation takes effect at the end of the current billing period. Until then the organization keeps the plan’s features, and you are not charged again. When the period ends, the organization returns to the Free plan.

To keep the subscription, choose Reactivate Subscription on Select a Plan before that date.

Billing email, payment method and invoices

Section titled “Billing email, payment method and invoices”
  • Billing email. Edit it in the Billing Contact section of Billing Overview.
  • Payment method. There is no control for it in the app; contact support to change it.
  • Invoices. Billing History lists the last 12 invoices. Choose Download to open one.

When a payment fails

Section titled “When a payment fails”

The subscription is shown as Past Due. While it is past due, changing, cancelling and reactivating are not available. Contact support rather than choosing a plan again, which would start a new checkout.

What a downgrade changes

Section titled “What a downgrade changes”
  • Nothing is deleted. Custom domains, members, pending invitations, branding, SSO configurations and Secret Activity records stay.
  • Features outside the new plan stop being available to manage. For example, on Free you can no longer invite members, edit domain branding, change SSO settings or open Secret Activity. Check what your organization relies on first; see Compare plans.
  • New secrets follow the new plan’s lifetime limit. Secrets that already exist keep their lifetime.
  • Roles do not change. A plan never grants a member something their role does not allow; see How plans work.

Regions are separate

Section titled “Regions are separate”

Each region is a separate service with separate accounts. If you are changing region as well as plan, read Change your region first, and ask support what it means for an existing subscription.

Section titled “Related”

Questions or Need Support?

Section titled “Questions or Need Support?”

We’re here to help.