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Moving between plans is a checkout, not a support ticket. Pick a plan card, pay, and the new entitlements apply to everyone in the workspace within moments.

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Upgrade

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.
3

Select the plan card

The button reads Upgrade to Essential, Select Team and so on. Your existing plan is badged Current Plan and cannot be selected again.
4

Complete checkout

You get Redirecting to Payment — “Setting up secure payment…” — and land on your payment provider’s page. Which provider that is depends on where your workspace bills from; see Payment methods.Two variants of that message tell you something important:
  • Trialing now: “Setting up your paid subscription. Your trial will end immediately after payment.” Your remaining trial days are not added on.
  • Trial-eligible: “Your 7-day free trial will be activated after setting up payment…” You are starting the trial, not being charged today.
5

Come back

On success you land on Payment Successful! — “Payment successful! Your subscription is now active.” — 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.”

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Downgrade

There is no separate downgrade control. Select the lower plan’s card and complete checkout the same way.
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 they are charged individually — see Staff seats.

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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.”

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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.

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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.

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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.
One trial per workspace, ever. 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 🎉”. A free trial needs no cancelling — it becomes the Free plan by itself when the 7 days end.
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.