Change or cancel your plan

You can change your organisation's plan at any time from Settings › Plan and billing. Every change goes through a review step, so you see what you get and what you pay before anything happens.

Choose or change a plan

1. Go to Settings › Plan and billing and open the Plans tab (the plans are also listed at the bottom of the Overview tab).
2. If both are offered, use the Monthly / Annual switch to choose how often you pay.
3. On the plan you want, click Choose this plan.
4. Read the review dialog (see below).
5. Click Continue to secure checkout (for your first payment) or Change plan (if you already pay for a plan).

To back out, click Keep my current plan. Nothing changes.

The review dialog

The dialog is titled Review: followed by the plan's name. It shows:

• What the plan includes, per billing period: seats, WhatsApp numbers, organisations, and each usage allowance. Allowances say "then paused until the next period", because sending stops at the limit rather than costing extra.
• What happens when you continue: for example, that a paid plan's first payment goes through the payment provider's secure checkout, or that your organisation moves to the new plan straight away and the next invoice is at the new price.
• What you pay: the Plan price, GST (18%), and the Total, "charged by Razorpay". See GST and prices.

Your first payment

If you have not paid for a plan before, Continue to secure checkout first checks that IconEngage has your business details. If it doesn't, a Your business details window opens: fill it in and click Save and continue to payment. See Business details and GSTIN.

Razorpay's payment window then opens over the page. You enter your card or other payment details there. IconEngage never sees them.

• If you close the window, you see "Checkout closed. Nothing was charged."
• If a payment attempt fails, the window stays open so you can try again.
• After you pay, you land on a page titled Confirming your payment. Your plan starts when the payment provider confirms the payment to IconEngage, which usually takes a few seconds. When it is confirmed you see Payment confirmed, and the invoice appears under Settings › Invoices.

If the page says Still confirming, nothing is lost. You can leave the page and check Plan and billing again in a few minutes.

Upgrade or downgrade

Once you pay for a plan, choosing another plan changes your subscription straight away, and the next invoice is at the new price. The plan cards are labelled Upgrade, Downgrade or Same price compared with your current plan, and each card lists what you gain and what you lose.

Moving to a smaller plan never removes anything. If you are already using more seats or WhatsApp numbers than the new plan includes, the change still goes through. You just cannot add more until you are back under the limit. See Plans and the free trial.

Cancel your subscription

1. Go to Settings › Plan and billing.
2. Next to the Plans heading, click Cancel subscription.
3. Read the dialog Cancel your subscription?
4. Click Cancel subscription to confirm, or Keep my subscription to back out.
5. If asked, confirm it is you with your password or authenticator code.

What happens next depends on whether you pay for a plan:

• On a paid plan: your plan stays active until the end of the period you have paid for, and does not renew. After that, campaigns, automations and new template messages pause. Replies inside an open customer-service window still send.
• On the trial or an unpaid plan: campaigns, automations and new template messages pause straight away. Replies inside an open customer-service window still send.

Either way, nothing is deleted. Your inbox, contacts and history stay, and everything stays exportable. To start sending again, choose a plan.

Something went wrong

For a declined or failed payment, see A payment failed.