Manage your subscription

Everything about your plan is managed on the Billing tab. Plan changes happen inside Connie with a confirmation dialog that shows the exact charge before you pay. Where: Settings → Billing · https://connie.ai/<workspace-id>/settings?tab=plans. You can also get there from the account chip at the bottom of the left sidebar → Subscription. Who: workspace owners and admins only. Members don’t see the Billing tab; they can click Ask an admin.

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When changes take effect

Your renewal date doesn’t change when you upgrade. The rule is simple: paying more happens now, paying less waits for the end of what you’ve already paid for.

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Upgrade to a bigger plan

• You pay the full difference in price for the current period — there’s no reduction for days already used. Example: Starter — 2,500 credits ($49) to Starter — 10,000 credits ($185) costs $136, and adds 7,500 credits.
• Annual to a bigger annual plan works the same way: you pay the difference between the two annual prices and get the difference between the two annual credit grants.
• If your plan credits are close to the rollover cap, the dialog warns that only part of the credits will be added. You’re still charged in full.
• The payment uses your saved card. If there’s none, click Add a card in the dialog first (the Pay button stays disabled until a card is saved). To pay with another card, click Use a different card.
• Upgrading replaces any downgrade you had scheduled.

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Switch from monthly to annual

You get all 12 months of credits straight away. Credits you already had stay.

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Downgrade, or switch from annual to monthly

• To undo it, click Cancel switch on the banner (“Scheduled switch cancelled. Your plan stays as it is.”).
• While a switch is scheduled, other plan options are locked (“Cancel the scheduled switch first”). Upgrading or cancelling replaces the scheduled switch.
• Annual to monthly always waits for your annual renewal date, even if you pick a bigger monthly plan. Need more credits before then? Upgrade your annual plan or buy top-ups.
• Your credits are never removed. If your plan credits are above the new plan’s cap on the switch date, the new plan’s grant only adds what fits under the cap — the dialog tells you how many credits to get down to by that date to receive the full grant.

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Cancel your plan

What happens:

• You’ll see “Your plan will end on [date].” You keep your plan and can use everything until that date. You won’t be charged again.
• A banner shows “Your [plan] plan ends on [date].” with Resume plan.
• On the end date the workspace moves to the Free plan. You get “Your Connie subscription has ended” by email and in the bell.
• Your credits stay: plan and top-up credits remain usable on Free. Free doesn’t add new credits.
• Auto top-up keeps working until the end date, then turns off.
• While a cancellation is pending you can’t change plans (“Resume your plan to change it”), but you can still buy credit packs.
• On an annual plan, the end date is your annual renewal date. There are no partial refunds for the unused part of the year, and the credits you were granted stay usable.

Cancelling a trial works differently — see Free trial.

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Resume a cancelled plan

Click Resume plan on the banner any time before the end date. You’ll see “Your plan will renew as usual.” Nothing is charged until your normal renewal date.

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Subscribe again after the plan has ended

Choose a plan again from Change plan and click Upgrade. This starts a fresh billing period and adds that plan’s credits (subject to the rollover cap).

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Change your card

The new card is used for renewals, plan changes and auto top-up. Payment is by credit or debit card only.

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If a payment fails

Plan renewal fails:

• Owners and admins get “Payment failed” in the app and by email (“Action needed: your Connie payment failed”). If the workspace also runs out of credits, the out-of-credits banner’s button is Update payment.
• You have a 7-day grace period on your paid plan. Auto top-up is paused during it.
• If it’s still unpaid after 7 days, the workspace moves to the Free plan for now (“Plan paused — payment failed”). Your credits stay usable.
• Update your card (Change your card). Once the payment goes through, your plan is restored automatically.
• While a payment is failing you can’t change plans (“Your last payment failed. Update your card before changing plans.”). Cancelling ends the plan immediately in this state (“…has an unpaid invoice, so it ends now and your workspace moves to the Free plan.”).

Your bank asks you to confirm a payment: you’ll see “Confirm the payment with your bank to finish the change.” Click Complete payment (or Complete the payment) and approve it with your bank. The plan change finishes once it’s paid. An unconfirmed change expires within a day and your plan stays as it was. An upgrade is declined: “Your card was declined. Your plan was not changed — try a different card.” Nothing is charged and no credits are added. The day-14 trial payment fails: see Free trial.

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Invoices and receipts

There’s no invoice list or billing portal inside Connie. For invoices or receipts, email support@connie.ai with your workspace name and the charge date. Your plan and purchases are confirmed in the app, and you can see every credit added or used in Logs.

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Refunds

Payments are generally non-refundable, including the rest of a period after you cancel. If you were charged by mistake, email support@connie.ai. If a refund is given, a matching share of the credits from that payment is removed from your balance (never below zero) and shows as an adjustment in Logs.

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Good to know

• One plan per workspace, and one billing change at a time.
• Deleting a workspace cancels its plan immediately, with no refund for the rest of the period. See Delete a workspace.
• Payment disputes: while a chargeback is open, you can’t start or upgrade a plan, buy credits, use auto top-up or resume a plan (“Billing actions are blocked while a payment dispute is open. Please contact support.”). You can still cancel.
• Promotion codes can only be entered on the checkout page when buying a plan from Free or a credit pack — not on in-app plan changes.

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Troubleshooting

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Related

• Plans and pricing — all prices and credits
• Free trial — trial rules and cancelling before day 14
• Credits — rollover cap and usage log
• Top-ups — credit packs and auto top-up
• Billing FAQ — quick answers