> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage your subscription

> Upgrade, downgrade, switch between monthly and annual, cancel or resume your Connie plan, change your card, get invoices, and fix failed payments — including exactly when each change takes effect.

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**.

## When changes take effect

| Change | When it happens | What you pay | Credits |
| - | - | - | - |
| **Upgrade** to a bigger plan (same monthly/annual billing) | **Immediately** | The **full price difference** between the two plans, whatever day of the period it is | The difference between the two plans' credits, immediately |
| **Monthly → annual** | **Immediately** | The full annual price. The rest of the current month isn't refunded. | 12 months of credits, immediately |
| **Downgrade** to a smaller plan | **At the end of the current billing period** | Nothing today; the new price from the switch date | The new plan's credits from the switch date |
| **Annual → monthly** (any plan, even a bigger one) | **At your annual renewal date** | Nothing today; the monthly price from then | Monthly credits from then |
| **Cancel** | **At the end of the current billing period** | Nothing more. No refund for the rest of the period. | You keep all your credits |
| **Resume** a cancelled plan | Immediately | Nothing until your usual renewal date | — |

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.**

## Upgrade to a bigger plan

<Steps>
  <Step title="Open Change plan">
    Go to **Settings → Billing** and scroll to **Change plan** (or click **Manage plans**). Keep **Change to annually** as it is (off for monthly, on for annual).
  </Step>

  <Step title="Choose the new plan">
    On the **Starter** or **Scale** card, pick the credits you want from the dropdown and click **Switch to this plan**.
  </Step>

  <Step title="Check the price and confirm">
    The dialog, for example "Upgrade to Starter — 10,000 credits (monthly)?", shows exactly what you'll pay and get: "Pay **\$136** now with Visa •••• 4242. You get **+7,500 credits** now." and "That's the price difference between the two plans for this billing period. Your plan renews at \$185/mo on \[date]." Click **Pay \$136** (or **Keep current plan**).
  </Step>

  <Step title="Done">
    You'll see "Plan changed to … \$136 charged. +7,500 credits will appear in a moment."
  </Step>
</Steps>

* 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](/billing/credits#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.

## Switch from monthly to annual

<Steps>
  <Step title="Turn on annual">
    In **Change plan**, turn on **Change to annually** (**Save 15%**).
  </Step>

  <Step title="Pick a plan">
    Choose any Starter or Scale option and click **Switch to this plan**.
  </Step>

  <Step title="Confirm">
    The dialog **Switch to annual billing?** shows the full annual price and the credits you get now, plus "Billing restarts today; next renewal \[date] at \$X/yr. The rest of your current month isn't refunded." Click **Pay \$X**.
  </Step>
</Steps>

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

## Downgrade, or switch from annual to monthly

<Steps>
  <Step title="Pick the smaller plan">
    In **Change plan**, choose a smaller credits option and click **Switch to this plan**. To go from annual to monthly, turn **Change to annually** off and pick a plan.
  </Step>

  <Step title="Confirm the scheduled switch">
    The dialog says "**No charge today.** You keep \[current plan] and all your credits until **\[date]**. From then you pay **\$X/mo** and get N credits each month." Click **Schedule switch**.
  </Step>

  <Step title="Wait for the date">
    You'll see "Your plan switches to \[plan] on \[date]." A banner on the Billing tab reads "Your plan switches to **\[plan]** on **\[date]**. Nothing changes until then." The card you're moving to shows **Switching at period end** and a **Scheduled** label.
  </Step>
</Steps>

* 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](/billing/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.

## Cancel your plan

<Steps>
  <Step title="Open Billing">
    Go to **Settings → Billing**.
  </Step>

  <Step title="Click Cancel plan">
    Click the **Cancel plan** link under the plan cards (or **Switch to Free** on the Free card).
  </Step>

  <Step title="Confirm">
    The dialog says "Your **\[plan]** plan stays active until **\[date]**. After that the workspace moves to the Free plan." and "No refund for the rest of the period. Your credits stay in your wallet. You can resume the plan any time before it ends." Click **Cancel plan** (or **Keep plan**).
  </Step>
</Steps>

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](/billing/free-trial#cancel-before-youre-charged).

### 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.

### 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).

## Change your card

<Steps>
  <Step title="Open payment settings">
    In **Settings → Billing**, click **Manage auto top-up** under **Credits**. The **Auto top-up & payment** dialog opens.
  </Step>

  <Step title="Change the card">
    Under **Payment method** (for example "Visa ending in 4242 · Exp 04/28"), click **Change card** — or **Add card** if it says "No card on file. Add one for plan renewals and credit top-ups."
  </Step>

  <Step title="Save the new card">
    A secure card page opens in a new tab. Save your card. Back in Connie you'll see "Card saved. It will show here in a moment."
  </Step>
</Steps>

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

## 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](#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](/billing/free-trial#what-happens-on-day-14).

## Invoices and receipts

There's no invoice list or billing portal inside Connie. **For invoices or receipts, email [support@connie.ai](mailto: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](/billing/credits#see-where-credits-went-logs).

## 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](mailto: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.

## 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](/workspace/members-and-roles#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.

## Troubleshooting

<AccordionGroup>
  <Accordion title="I was charged the full difference even though the month is almost over">
    **Why:** upgrades charge the full price difference for the current period, with no reduction for days used. Your renewal date stays the same and the extra credits are added straight away. **Fix:** this is expected.
  </Accordion>

  <Accordion title="My downgrade hasn't happened">
    **Why:** downgrades and annual-to-monthly switches wait for the end of the current billing period. **Fix:** the Billing banner shows the date. Click **Cancel switch** if you changed your mind.
  </Accordion>

  <Accordion title="'Resume your plan to change it'">
    **Why:** the plan is set to cancel. **Fix:** click **Resume plan** on the banner, then change plans.
  </Accordion>

  <Accordion title="'Cancel the scheduled switch first'">
    **Why:** a downgrade is already scheduled. **Fix:** click **Cancel switch**, then pick a different plan. (Picking a bigger plan replaces the scheduled switch.)
  </Accordion>

  <Accordion title="The Pay button is greyed out">
    **Why:** there's no saved card. **Fix:** click **Add a card** in the dialog, save your card, then confirm.
  </Accordion>

  <Accordion title="'Your last payment failed. Update your card before changing plans.'">
    **Fix:** [change your card](#change-your-card). Once the overdue payment goes through, you can change plans.
  </Accordion>

  <Accordion title="'Another billing change is in progress for this workspace. Try again in a moment.'">
    **Why:** another change (perhaps by another admin) is still finishing. **Fix:** wait a few seconds and try again.
  </Accordion>

  <Accordion title="'A payment for your last plan change is waiting for your bank to confirm it'">
    **Fix:** click **Complete the payment** and approve it with your bank. If you don't, the change expires within a day and nothing is charged.
  </Accordion>

  <Accordion title="My workspace dropped to the Free plan">
    **Why:** the plan was cancelled and reached its end date, the renewal payment failed for more than 7 days, or the trial's day-14 payment failed. **Fix:** check your email for the reason. For a failed payment, [update your card](#change-your-card) — the plan comes back automatically once paid. Otherwise, choose a plan again.
  </Accordion>

  <Accordion title="Where do I download my invoices?">
    **Fix:** there's no invoice download in the app. Email [support@connie.ai](mailto:support@connie.ai) with your workspace name and the charge date.
  </Accordion>

  <Accordion title="Nothing happens when I click Change card">
    **Why:** the card page opens in a new tab, which a popup blocker may stop. **Fix:** allow popups for connie.ai and try again.
  </Accordion>
</AccordionGroup>

## Related

* [Plans and pricing](/billing/plans) — all prices and credits
* [Free trial](/billing/free-trial) — trial rules and cancelling before day 14
* [Credits](/billing/credits) — rollover cap and usage log
* [Top-ups](/billing/top-ups) — credit packs and auto top-up
* [Billing FAQ](/billing/faq) — quick answers


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