# Change your plan and billing details

Upgrade, change or cancel your Pristo CX plan under Account settings > Billing, update the payment method and invoice details, and download invoices.

In Pristo CX, an account admin changes the plan and the billing details under **Account settings** > **Billing**. Paid plans are priced per user, monthly or yearly, and payments go through Paddle, Pristo's payment provider.

## Before you start

- Role: account admin. Only account admins see **Account settings** and **UPGRADE**. See [roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions).
- Setup: verify your email address. Until you do, the upgrade buttons open **Verify your email** instead of the plans.
- To compare the plans first, see [Plans and limits](https://docs.pristo.io/cx/get-started/plans-and-limits).

## Steps

### Upgrade from the Free plan

![Sketch of the dialog for changing the plan, with the three plan cards. Marker 2 is on the third card, which is selected. Marker 3 is on the number of users and the switch between monthly and yearly billing, at the top right. Marker 4 is on the button that chooses the plan, at the bottom right.](https://docs.pristo.io/_astro/account-plans-dialog.BHJgCvqJ.webp)

1. Select **UPGRADE** (the rocket icon) in the header. You can also select **Upgrade now** on the **Overview** page of **Billing**.

2. Select the **Standard** or **Pro** card.

3. Choose the number of users, and switch between **Monthly** and **Yearly** billing.

4. Select **Choose plan**.

5. Under **Billing details**, enter the **Name**, **Country** and **Postal code**, and the address and company details you want on your invoices.

6. Check the **Total charge** and select **Continue to checkout**.

7. Pay in the Paddle checkout. When the payment is complete, select **Go to Pristo**.

### Change the plan, the number of users or the billing period

1. On the **Overview** page of **Billing**, select **Manage subscription**.

2. Choose the plan, the number of users or the billing period, and select **Change plan**.

3. Check the **Summary** and select **Confirm**.

The change applies at once. The summary shows an **Immediate payment** for the rest of the current period, or an **Immediate credit** that is credited to your account, and the **Next payment**.

### Cancel the subscription

1. On the **Overview** page of **Billing**, select **Cancel subscription**.

2. Read the end date in the dialog, and select **Cancel subscription** again.

Selecting the **Free** card in the plans and then **Downgrade plan** takes you to the same button. Until the end date, the overview shows **Subscription active until** and **Reactivate**, which keeps the subscription going.

### Update the payment method and invoice details

- **Payment info** shows the card or other method Paddle charges. **Change payment method** opens a Paddle page in a new browser tab.
- **Invoice settings** holds the name, address and company details on your invoices. **Company number** and **Tax or VAT number** need a **Company name**. Select **Save** after a change.
- **Transactions** lists every payment with its date, payment type, amount and status. Select **Download invoice** on a completed payment.

## Result

After a checkout or a change, the app reloads with the new plan. The **Overview** page shows the **Current plan**, the **Period**, the **Renewal date** and the price, which is the price per user times the number of users.

## What happens when the subscription ends

- The account moves to the **Free** plan with one user seat.
- If the account has more questionnaires than the Free plan allows, Pristo CX deactivates the extra ones, starting with those that have the fewest responses. Their cards show **Inactive**. An inactive questionnaire accepts no new responses, and in this release the app has no button to make it active again.
- Users stay active, but you can invite or reactivate users only when a seat is free.
- The features of the paid plan stop, such as the **Population** tab, and responses above the Free limit show a lock.

## Limits

- The plans offer 1 to 100 users. Choosing fewer users than are active deactivates nobody, but it blocks invitations.
- Prices are in US dollars, per user per month. Yearly billing shows how much it saves.
- Before you change a canceled subscription, select **Reactivate**.

## Troubleshooting

**The plans say I need to reactivate first.** The subscription is canceled and runs until its end date. Select **Reactivate** on the **Overview** page, then change the plan.

**Manage subscription and Cancel subscription are missing.** The app shows them only when the account has a renewal date and a price from its subscription. If your plan has neither, for example because Pristo set it up for you, contact Pristo through the [Pristo contact page](https://www.pristo.io/contact).

**A payment shows Failed.** Change the payment method under **Payment info**. If the plan stays unpaid, contact Pristo.

**Payment info and Invoice settings are empty.** They fill in after the first payment on a paid plan.

## Related

- [Plans and limits](https://docs.pristo.io/cx/get-started/plans-and-limits)
- [Roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions)
- [Invite users](https://docs.pristo.io/cx/users/invite-users)
- [Create a Pristo CX account](https://docs.pristo.io/cx/get-started/sign-up)