Skip to main content

​
Overview

Admins can update their existing paid workspace subscription via ⚙️ Settings → Billing. To navigate to Settings:
  1. Click the (☰) icon at the top left corner of the page to open the main menu. Alternatively, press the [ keyboard shortcut.
  2. Click (⋯) More → Settings.
  3. From there, select Billing.
This includes adding or removing paid seats, updating billing information, or changing your workspace’s payment method or plan. Important:
  • You cannot purchase a new paid plan from ⚙️ Settings → Billing
  • You can only modify an existing paid subscription
  • If your workspace is currently on the Free plan, you cannot upgrade in-app because we no longer offer self-serve paid plans
  • If your workspace is currently on the Free plan and you want to upgrade, you must contact Sales
  • If you previously canceled a paid self-serve subscription, you will not be able to resubscribe from the Billing page
  • Customers on Enterprise or a legacy paid plan must contact their Customer Success Manager to change, downgrade, upgrade, or cancel their plan

​
Add or remove paid user seats

Admins can update their subscription at any time.
  • To do this, open ⚙️ Settings → Billing and select Modify plan. After making the required changes, continue through the billing flow. To confirm, select Update plan.
To remove seats from your subscription, you’ll first need to make sure the users occupying those seats are no longer paid users.On retired self-serve plans, remove the user(s) from your workspace so they no longer take up a paid seat. On earlier legacy plans you can instead downgrade their role to a free viewer via Settings → Users.After adjusting user roles or removing them, go to Settings → Billing and select Modify plan to reduce the number of paid seats.

​
Update billing and shipping details

Admins can update billing and shipping details at any time. Customer details include your organization name, billing email, and your full organization address. This information is used by us for tax purposes, and the email address is where payment receipts, pricing updates, and other important announcements are sent. It’s important you keep these details up-to-date.
  • To update your details, open ⚙️ Settings → Billing, and click Edit next to Billing.
  • From there, make the appropriate changes to your details and Save.

​
Update credit card

If the payment method for your subscription is set to Credit card, we’ll automatically charge your card at the start of each billing period (month or year). Please ensure your card details are up-to-date and you have enough funds available for the payment.
  • To update your card details, open ⚙️ Settings → Billing, enter your new card details under Card details, and press Update. This will replace any existing card details and will become your nominated card for future payments.
A payment method must always be on file while a paid subscription is active. It is not possible to remove a card without replacing it with another. If a team member who owns the billing card is leaving your organization, an admin can update the card to a new payment method before their departure.

​
Add or reduce data point limit for Channels

By default, all workspaces have 1,000 data points per month included in their plan for dedicated use in Channels. If the option to increase your data points is unavailable, please contact our Sales team. At any time, you reduce the data point limit needed for your workspace in ⚙️ Settings → Billing. When decreasing your limit, the new limit will apply immediately and no new data will appear in Channels. Any historical data will still be available.
If you are interested in purchasing a Channels add-on for over 1,000 data points per month, you’ll need to contact sales directly.

​
Downgrade or delete your subscription

Workspace admins can downgrade or delete their subscription at anytime. To cancel your subscription, you can either downgrade to the free plan or delete your workspace.

​
Downgrade subscription:

  • To downgrade your paid subscription, a workspace admin can navigate to ⚙️ Settings → Billing → Click ••• → Select Downgrade to Free.
  • From there, complete all required steps to downgrade your workspace. Your workspace will move to the Free plan at your next billing cycle.
If the “Downgrade to Free” option is greyed out, contact support@dovetail.com for help. If you’re currently on our Enterprise plan, you’ll need to contact your Customer Success Manager to cancel or downgrade instead.

​
Delete your workspace:


Only workspace admins can delete workspaces. When you delete your workspace, we will process the deletion in accordance with our Data Management Policy, available in our Trust Center.
  • A workspace admin can navigate to ⚙️ Settings → Workspace Settings → select Delete workspace.
  • From there, type "DELETE WORKSPACE" into the confirmation field to confirm your action, and then click "I understand the consequences - delete this workspace!" to confirm the deletion.
Your subscription will be canceled and deleted immediately. If you proceed with deleting your workspace, your workspace and its data will be deleted immediately and cannot be undone. As per our Master Subscription Agreement, we will not provide a refund for any remaining time in your current billing period.
  • Your data will be deleted in accordance with our data retention policy.
  • If you do choose to subscribe again, the price may have changed or your previous plan may no longer be available.
Deleting your workspace is permanent and cannot be undone. There is no going back once you delete a workspace: all of your projects, data, highlights, tags, insights, and users will be gone forever.

​
What happens to your data after cancellation

When you downgrade to the Free plan, your paid subscription continues until the end of your current billing period, and your workspace moves to Free at the start of the next billing cycle. During and after this transition:
  • All existing projects remain visible so you can review and export your data before the change takes effect.
  • Once your workspace is on the Free plan, the 1-project limit applies. If your workspace has more than one project at that point, it will be placed in read-only mode until you’re within the project limit.
  • Dovetail does not automatically delete projects when you go over the limit. Nothing is scheduled for deletion — you choose which projects to keep and which to remove.
If you’ve already been downgraded and can’t manage your projects because your workspace is in read-only mode, contact us at support@dovetail.com and request to speak to a live agent.
The Free plan allows only 1 project. If your workspace has multiple projects, export your data before downgrading so you have a copy of anything you plan to remove.

​
Downgrading or canceling your plan when the current admin is no longer at the company

For the full verification process and all options when a workspace admin is unavailable, see What are our options if the workspace admins are no longer available?.

​
FAQs

Invoice payments are available on the Enterprise plan. Customers on legacy self-serve plans pay by credit card.
No. Enterprise customers need to reach out to their assigned CSM in order to cancel. If you’re not sure who your CSM is, please reach out to our support team for assistance. 
A paid workspace must first be canceled or downgraded to the Free plan before it can be manually deleted. If you’d like to delete your workspace, contact your Customer Success Manager to discuss cancellation or downgrade options. Once your subscription is no longer active, you can proceed with manually deleting your workspace.
Dovetail currently offers a Free plan and an Enterprise plan. Our self-serve paid plans — including Professional and Business — have been retired and are no longer available for new subscriptions.If you’re on one of those plans, your subscription continues as normal and you keep access to it. However, if you cancel or move to a different plan, you won’t be able to resubscribe to it.We don’t offer a self-serve option to switch back to retired plans. If you need to make changes to your subscription, contact our Sales team.
Workspace admins on self-serve plans can review upcoming subscription renewal information in ⚙️ Settings → Billing. From there, you can see:
  • Your renewal date
  • Current seat count
  • Subscription cost
For a detailed pricing breakdown, open ⚙️ Settings → Billing, select Modify plan, then click Show price breakdown.Subscriptions renew automatically unless a workspace admin cancels before the renewal date. Plan and seat management is handled in the product.If you’re on Enterprise or a legacy paid plan with a Customer Success Manager, this information isn’t available in-product. Contact your CSM for renewal and pricing details.
Existing customers on a retired self-serve plan can continue using their current subscription after renewal. Your plan and access remain unchanged unless you choose to make a change.If you cancel or switch to another offering, you’ll be choosing from our current plans — Free, or Enterprise via our Sales team.
All Dovetail plans are subject to automatic renewal as outlined in your Master Services Agreement (MSA).
No. Self-serve plans automatically renew at the end of each billing period and cannot be set to expire automatically. If you no longer wish to continue on a paid plan, you can downgrade your workspace to the Free plan. Your workspace will remain on the paid plan until the end of your current billing period and will then move to Free.
If you’re on the Enterprise plan and do not intend to renew your agreement, please contact your Customer Success Manager (CSM) at least 30 days before your renewal date. They can guide you through the cancellation process and discuss any next steps.