Skip to main content
Moving between plans is not a support ticket. Pick a plan card, read the summary of what you will pay and when, and confirm. If you already pay for a plan, the change is made to the subscription you have — you are never billed for two plans at once.

​
The two kinds of change

Every change is one of two kinds, and the summary you confirm tells you which: The credit is worked out to the second on your current billing period. If an Essential plan billed monthly moved to Team billed yearly five days into a thirty-day month, you would be charged the Team annual price less twenty-five thirtieths of what you paid for Essential that month. A workspace on legacy pricing (a Starter plan, or an older Essential or Team price) moves onto the current plan and price the moment it changes plan — see Legacy plans.

​
Upgrade, or switch to yearly billing

1

Open the plan page

The heading reads Choose Your Plan if you are on Free, or Manage Your Subscription if you already pay. Anywhere you hit a cap you also get a View plans or Upgrade button that lands in the same place.
2

Choose Monthly or Yearly

The toggle at the top switches between Monthly and Yearly. Yearly cards show the effective monthly price and the amount billed annually, so compare on the same footing before you decide. The banner at the top tells you which you are on today — Active · monthly or Active · annual.
3

Select the plan card

The button says what the change is: Upgrade to Team, Downgrade to Free, Switch to annual billing, Switch to monthly billing. Your current plan on your current billing period is badged Current Plan and cannot be selected again; the same plan on the other billing period can.
4

Read the summary, then confirm

If you already pay for a plan, a summary opens: the new price, the credit for the unused part of your current period, and the line Charged today. The button reads Pay … and switch with the exact amount. Nothing is charged until you select it, and Keep current plan closes the summary with nothing changed.If your card is declined, you get Payment declined — “Your card was not charged and your plan is unchanged” — and that is exactly what happened: nothing moved.If your workspace bills through Paystack, the summary instead takes you to a Paystack page to pay the difference; your new plan starts the moment that payment succeeds and you return to Payment received — your new plan is being applied now.
5

Done

You get Plan changed and the banner reads Active Team Plan, or whichever you chose, with the new Next billing date — today’s date next month or next year.
On Free? There is nothing to change yet, so choosing Essential or Team is a checkout instead — see Payment methods. You can go straight to the full plan, or start with Try Essential — $29.90/₦29,900 for 30 days of Essential, converting automatically to the full price unless you cancel. The trial is offered only during a workspace’s first 30 days, and never on yearly billing; see Plans and what they include. Already on the trial? Upgrading to Team ends the trial immediately and charges the Team price in full — the trial fee is not credited. On success you land on Payment Successful! and are returned to your dashboard; if you back out you get Payment Cancelled: “Your payment was cancelled. No charges were made to your account.”

​
Downgrade, or switch to monthly billing

1

Select the lower plan's card

The button reads Downgrade to Free (or Switch to monthly billing for the same plan). The summary opens with Charged today showing nothing due, and the date the change will take effect — the end of your current period.
2

Select Schedule change

You get Change scheduled. The banner at the top now carries an amber line: Scheduled: Free · monthly starts on the date, You keep your current plan until then. Every plan card is held until that date passes or you withdraw the change.
3

Change your mind before that date

Select Withdraw change on the banner and confirm. Your subscription simply continues as it bills today; nothing was charged for the change, so there is nothing to refund.
A downgrade takes features away the moment it applies, and the caps on the lower plan are enforced from then on. Nothing you already created is deleted — but where you are over a cap, the surface stops accepting new entries. Over the CRM contact cap, you cannot add a contact. Over the store product cap, you cannot publish another product. Over the published-agent cap, you cannot publish another agent. Existing records stay exactly where they are and stay readable; you simply cannot add to them until you are back under the limit or back on the higher plan.
Before you drop a tier, check what sits above the new one: telehealth, insurance, the store, memberships and AI features are the usual casualties. Staff seats are capped by plan too, and on Clinic & Hospital each seat beyond the plan’s included ones is charged individually — see Staff seats.

​
Cancel, and change your mind

1

Select Cancel Subscription

On the workspace’s card under Billing → Plan Subscriptions. The dialog spells out What you’ll lose: and confirms the date access runs to.
2

Confirm

You get Subscription Cancelled — “Your subscription will be cancelled at the end of the billing period.” The card then shows Ending with the date.
3

Change your mind before that date

Select Keep Plan on the card, or Reactivate Subscription once it has ended, and you are back on Active.
Cancelling does not lock you out: “your patient records, clinical notes, and history stay fully accessible. You’re never locked out.”

​
The rule to read twice

Anything other than active or trialing counts as Free. A failed renewal, a lapsed cancellation or a Past Due card collapses every paid feature to the Free floor for the whole workspace until billing is fixed — even though the plan name still appears on the card. If features vanished and nobody changed a setting, look at the subscription status first. See Plans and what they include.

​
Check it worked

  • The workspace card shows Active (or Trial Active) and the new plan name.
  • Inside the workspace, the banner reads Active Essential Plan, or whichever plan you chose, with Next billing and a date.
  • The feature you upgraded for is now usable rather than showing an upgrade prompt.
  • The charge appears under Billing → Payment History. See Your subscription invoices and receipts.
  • For a scheduled downgrade, the banner shows the amber Scheduled: line with the date, and nothing new appears in Payment History until then.

​
If something goes wrong

You closed the provider’s page, or the card was refused there. Nothing was charged and your plan choice is kept. Select Try Again.
Select Refresh on the Billing page. Confirmation from the payment provider can take a minute. If it has not moved after five, contact support with the time of the payment.
You move up and down within your edition’s ladder; you never move between editions. See Plans and what they include and contact support to move a workspace to another edition.
Only one change can wait at a time. Select Withdraw change on the banner first, then pick the plan you actually want.
A cancelling subscription cannot change plan — the change would quietly undo the cancellation. Select Keep Plan on the workspace’s card first, then change plan.
The $29.90/₦29,900 trial is one per workspace, and a workspace that has ever paid for a subscription is not offered it again. Creating a second workspace to get another trial gives you an empty workspace you then have to maintain — pick a paid plan on this one instead.
The renewal failed. Paid features are already off. Fix the payment before anything else — see Payment methods.
You have no paid subscription to cancel: “No paid subscriptions found 🎉”. If you are not enrolled in the paid trial at all, there is nothing to cancel — a workspace simply stays on Free until you choose a plan.
A small number of older workspaces are billed through an arrangement the plan switcher cannot adjust on its own. Rather than take a payment that would leave you paying for two subscriptions at once, the change is refused. Contact support and we will move you across without charging you twice — you keep everything you have already paid for.
You reached the checkout page for a workspace that is already paying. Starting a second subscription would bill you twice, so it is refused. Go to Billing, choose the plan you want on the workspace’s own card, and the change is prorated against what you already pay.
Every workspace has its own subscription and its own card. Check the name on the card before you confirm. See Work across more than one workspace.