Change or cancel your plan
Open Plan in the menu to see your plan with your agency: its hours per period, its price, and how many hours are left on it. Anyone your agency has invited from your company can change or cancel the plan and manage its cards.
Change to another plan
- Click Change plan.
- Pick the plan you want. Each is marked More hours or Fewer hours, with its price and rate per hour.
- Choose when the change happens: - Now — you pay the difference today (shown as To pay today) and get the extra hours once that payment clears. Not always available. - At renewal — the new plan starts on your next renewal date, and the difference goes on that renewal's invoice.
- Click the button to confirm, for example Pay and move now or Move on 1 Nov.
A move to a smaller plan always happens at renewal, so you keep the hours you already have this period. Until then the card says Moving to … — click Stay on … to undo it.
Cancel your plan
- Click Cancel plan.
- Read what happens, then click Cancel from … (or Keep my plan to change your mind).
Your plan stays active until the end of the period you've paid for, and you keep the hours you've already paid for until then. It won't renew and you won't be charged again. Until that date you can click Resume plan to undo it.
Your agency is told when you cancel or move to a smaller plan.
Cards
Under Payment methods you manage the card your plan renews on:
- Add a card — entered on a secure payment page. Your agency never sees the number.
- Make default — the card your plan renews on.
- Remove — take a card off your account.
If a payment doesn't go through, the Plan page tells you. Your hours aren't affected and the payment is retried over the next few days; updating your card is the quickest fix.
Prepaid hours
If the page says Prepaid hours, you bought a block of hours rather than a subscription. Nothing renews and there's nothing to change or cancel. See Buy more hours.