Cancelling and renewing your subscription

A paid subscription is valid until the end of the period you paid for (monthly or yearly). Before the period ends, you can renew or request cancellation. The organization's administrator does this on the Subscription page of the web panel.

Checking your end date

In the Panel → Subscription → Your current plan card, the Next payment / expiry date is shown in the top-right corner. The Free plan has no end date and shows Unlimited.

Renewing your subscription

Automatic renewal order

Seven days before your period ends, a renewal order is created automatically at the plan's current price on that day:

• The order appears on the Payment due card at the top of the Subscription page and is emailed to your billing email address (or, if none is saved, to the account owner's address).
• The order uses the same period (monthly/yearly) and currency as your current subscription. Your extra concurrent connections are included too.
• Complete the payment with Pay by card or Bank transfer details on the card.

The new period is added on top of your current end date, so you don't lose any remaining days by paying early.

Reminder emails are also sent 7, 3 and 1 days before the end date.

Renewing manually

You can also add time without waiting for the renewal order: click Extend on the Your current plan card, choose Extend 1 month or Extend 1 year, and complete the payment steps. The new end date is shown on screen. If you have an order awaiting payment, complete that one first.

Cancelling your subscription

1. Open Panel → Subscription.
2. On the Your current plan card, click Cancel subscription.
3. Confirm the question "Your subscription will be cancelled at period end (sent for approval). Continue?".

Your request is sent to our team and the card shows Your cancellation request is pending approval. When the request is approved, this changes to Cancellation approved — ends at period end.

What happens after cancellation?

• You can keep using your plan until the end of the period.
• After you request cancellation, no renewal order is created for the next period; once the cancellation is approved, expiry reminders are no longer sent either.
• When the period ends, your account drops to the Free plan and a notification email is sent to the administrator.

If you change your mind

Even after the cancellation has been approved, you can renew your plan before the period ends. When the renewal payment is received, the cancellation request is removed automatically.

When you drop to the Free plan

When the period ends (because of cancellation or an unpaid renewal), your organization moves to the Free plan's limits:

• The user, concurrent connection and address book limits drop to those of the Free plan; extra connections end.
• Team members beyond the user allowance are signed out; users who still have a seat, administrators first, can keep signing in. Nobody is deleted: when you buy a plan again, team members can sign in again.
• Paid features such as privacy mode and role management are no longer available.

To go back to a paid plan, choose one in Buy / upgrade plan. See Plans and limits for details.

If you want your account and data deleted completely, cancelling is not enough; follow the steps in Deleting your account and data.