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Overview

Admins can update their existing paid workspace subscription via ⚙️ Settings → 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 Business or Enterprise plans must contact their Customer Success Manager to change, downgrade, upgrade, or cancel their plan

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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.After adjusting user roles or removing them, go to Settings → Billing and select Modify plan to reduce the number of paid seats.

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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.

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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.

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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 you need to increase your data points, 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.

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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.

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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.

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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.

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FAQs

We offer invoice payments exclusively for customers on our Business and Enterprise plans. If you’re subscribed to our Professional plan, you’ll need to pay by credit card.
No, our Business and Enterprise customers will need to reach out to their assigned CSM in order to cancel. If you are unaware of who you your CSM is, please reach out to our support team for assistance.