Changing, switching or cancelling a subscription

A subscription belongs to one workspace and is paid by card through Stripe. In a personal workspace you manage it yourself. In an organization workspace only the owner can subscribe, change, cancel or download receipts.

Before you start

• Switch to the workspace whose subscription you want to change. Each workspace has its own plan, its own credits and its own payment details. See Workspaces.
• Know which plans the workspace can have. A personal workspace subscribes to Starter or Core. An organization subscribes to Team. An organization that tries a personal plan is refused with "Organizations cannot subscribe to Starter." or "Organizations must subscribe to Team Plan, not Core.", and a personal workspace that tries the organization plan gets "Team Plan is for organizations only. Create an organization first." What each plan includes is on Plans and what each includes.
• In an organization, be the owner. Admins and members cannot subscribe, switch the billing cycle, cancel a scheduled change, open the Stripe customer portal or see receipts. While the organization is on neither Team nor Enterprise, an admin can select Request upgrade from owner, which emails the owner. Otherwise admins, like members, see "Billing is managed by the workspace owner."
• Everything on this page happens in two places: Settings → Credits & Billing and Settings → Plans.
• If the plan card shows Active · Invoiced, the plan is billed by invoice and none of the self-serve actions apply. See "Plans billed by invoice" below.

Steps

These steps start a subscription in a workspace on the Free plan.

1. Open Settings → Credits & Billing.
2. Choose Annual or Monthly with the billing cycle switch above the plan cards. Annual is selected when the page opens.
3. In a personal workspace, select Subscribe to Starter or Subscribe to Core. In an organization, the owner selects Subscribe to Team Plan.
4. Complete the payment on the Stripe checkout page that opens.

For an organization, checkout starts with the 5 included seats, or with one seat per member and pending invitation if that is more. An organization with more than 15 members and pending invitations cannot check out and is asked to get in touch about the Enterprise plan. Seats after checkout are covered in Members, roles, invitations and the activity log.

A workspace that already has a subscription cannot check out a second one: the request is refused with "Already subscribed". Use the plan change below instead.

Result

You return to Credits & Billing. For a few seconds the page shows "Provisioning your subscription… this usually takes a few seconds." while Stripe confirms the payment, then a welcome message with the number of credits added. The plan card shows the plan name with an Active badge and, once Stripe has reported the billing period, a "Next renewal" date.

The first credits arrive with the checkout. A monthly subscription adds one month of the plan's credits; an annual subscription adds the whole year up front. The same happens at each renewal, once Stripe has collected the payment. How credits expire and roll over is on Credits, usage and low-credit alerts.

Upgrade a personal plan

A personal workspace on Starter can move to Core at any time. The upgrade takes effect immediately.

1. Open Settings → Plans, choose Annual or Monthly, and select Upgrade to Core. The same button is on the Core Plan card in Credits & Billing, where it keeps your current billing cycle.
2. Read the Upgrade to Core? dialog. It shows the price you will be charged and the credits you will receive. A subscription that qualifies for founders pricing is shown, and charged, the founders price. See Plans and what each includes.
3. Select Confirm upgrade.

What happens:

• Your card is charged the full price of the new plan today. There is no credit or refund for the unused time on the old plan.
• Your billing date resets to today. The next renewal is one month or one year from now, depending on the cycle you chose.
• The new plan's credits for the period are added to your balance, and you keep the credits you already had.
• If the subscription was set to end at the end of the period, the upgrade removes that cancellation.
• If the charge fails, the plan does not change. The dialog shows "Payment failed. Update your payment method and try again." when the card is declined or its authentication fails, and "Upgrade failed" for any other error.

If devlin.ai has granted your workspace a free trial and you upgrade on Monthly billing, the upgrade starts the trial instead of charging. The Upgrade to Core? dialog shows the length of the trial. Nothing is charged today, the plan's credits for the month are added to your balance at once, and your card is first charged the monthly price when the trial ends, unless you cancel before then. The next renewal is the end of the trial, not one month from today. The trial is used up by this upgrade. An upgrade on Annual billing does not use the trial and is charged today as described above.

The upgrade is refused while another change is scheduled ("Another plan or billing-cycle change is already pending. Cancel it first.") and while a payment is failing ("Update your payment method before changing plans").

Downgrade a personal plan

A personal workspace on Core can move to Starter. The downgrade is scheduled for the end of the period you already paid for.

1. Open Settings → Plans and choose Annual or Monthly: this is the billing cycle the lower plan will use.
2. Select Switch to Starter.
3. Read the Switch to Starter? dialog. It shows the date of the switch, the new price and the new credits.
4. Select Confirm switch, or Keep current plan to leave things as they are.

What happens:

• Nothing is charged today and nothing is refunded. You keep the current plan and all of its features until the date shown.
• Both pages show "Switching to Starter on" followed by the date, with a Cancel switch button.
• On that date Stripe charges the lower plan's price and the lower plan's credits are added. Credits already in your balance stay.
• On that date the features of the higher plan turn off. In every simulation, the settings that hide devlin.ai branding in the footer and on the loading screen are turned off, so the branding is shown again, and the widget background returns to fully opaque. Uploaded knowledge documents are frozen: see "What happens to knowledge documents" below.
• If your subscription has founders pricing, it does not carry over to the lower plan.

The downgrade is not offered while a payment is failing, and it is refused while a billing cycle switch is scheduled ("Another plan or billing-cycle change is already pending. Cancel it first.").

An organization cannot change plan this way: the request is refused with "Organization plans are managed separately". To move an organization to the Enterprise plan, contact devlin.ai. To move from a personal plan to Team, select Subscribe to Team on Plans, which takes you to creating an organization with its own subscription.

Switch between monthly and annual billing

The owner of a workspace on Starter, Core or Team can switch the billing cycle. The switch always takes effect at the next renewal, never in the middle of a period.

1. Open Settings → Credits & Billing.
2. On the card of your current plan, select Switch to annual at renewal or Switch to monthly at renewal.
3. The dialog shows the date of the switch, the amount you will be charged on that date and the credits you will receive. It also says "No charge today."
4. Select Confirm switch.

Until the renewal date nothing changes. On that date Stripe charges the new cycle's price and the new cycle's credits are added: one month of credits for monthly, the whole year for annual. For an organization the switch is scheduled with the number of seats the subscription has at that moment. A subscription with founders pricing keeps it through a cycle switch.

The card then shows "Switching to annual on" or "Switching to monthly on" followed by the date, with a Cancel switch button. The links to switch cycle are hidden while a change is scheduled. A switch is also refused while a payment is failing, with "Update your payment method before changing your billing cycle". Fix the payment first.

Cancel a scheduled change

Only one change can be scheduled at a time: a downgrade or a billing cycle switch. A second request is refused with "A plan change is already pending. Cancel it before changing your billing cycle." or "A different cycle change is already pending. Cancel it before scheduling another."

To cancel the scheduled change, select Cancel switch next to its date. The subscription then continues on its current plan and billing cycle and renews as before. Only the workspace owner can do this.

Cancel a subscription

devlin.ai has no cancel button of its own. Cancelling is done in the Stripe customer portal.

1. Open Settings → Credits & Billing and select Manage Subscription on your plan card.
2. Cancel the subscription in the Stripe customer portal.

When Stripe reports that the subscription will end, the plan card for a personal plan replaces the "Next renewal" date with "Your plan ends on" and the end date. You keep the plan until that date. If you reverse the cancellation in the portal before then, the end date is removed and the subscription renews as usual.

When the subscription ends:

• The workspace moves to the Free plan. Its billing cycle, renewal date, seat count and any founders pricing are cleared.
• A scheduled billing cycle switch is dropped.
• The cancellation itself does not take credits out of your balance. See Credits, usage and low-credit alerts for when credits expire.
• In every simulation, the settings that hide devlin.ai branding in the footer and on the loading screen are turned off, so the branding is shown again, and the widget background returns to fully opaque.
• Uploaded knowledge documents are frozen and later deleted, as described next.
• Receipts stay available on Credits & Billing.

What happens to knowledge documents

Knowledge documents are available on the Core, Team, Enterprise plans. When a workspace leaves those plans, by cancelling or by downgrading, a 30-day period starts:

• From that moment the documents cannot be used or added to, because the plan no longer includes them.
• A check runs once a day. If the period has ended and the workspace is still on a plan without knowledge documents, all of its knowledge bases, documents and uploaded files are permanently deleted. This applies after a downgrade as well as after a cancellation.
• Returning to one of those plans makes the documents usable again, and the daily check then ends the period, so nothing is deleted. If the workspace leaves again later, a new full period starts. The period only carries over when the workspace returns and leaves again before the daily check has run.
• A period that is already running is not restarted. If you downgrade and then cancel while the period is running, the period counts from the downgrade. If you cancel after it has ended, a new period starts at the cancellation.

The period is not shown anywhere in the app. If you need the documents, download or re-upload them elsewhere before you cancel, or upgrade again within the period.

Failed payments

When a payment fails, Stripe retries it. devlin.ai shows the state of the subscription:

Update payment opens the Stripe customer portal, where you change the card. In an organization, admins and members see a note that payment is failing and to contact the owner, and have no button.

The move to the Free plan happens when Stripe ends the subscription. A daily check also moves a Starter, Core or Team workspace to the Free plan when Stripe reports its subscription as no longer active.

The Stripe customer portal

Manage Subscription on the plan card in Credits & Billing opens the Stripe customer portal for the workspace. On Plans the same button reads Manage subscription on your current plan. An organization owner also finds it under Subscription in the organization's settings, with the note "Billing, payment method, and invoices are managed through the Stripe customer portal."

• In a personal workspace you can always open it. In an organization only the owner can: anyone else gets "Only the workspace owner can manage billing for this organization".
• A workspace that has never started a checkout has no portal: the request returns "No billing account found".
• When you leave the portal you return to Credits & Billing.

Receipts

Credits & Billing has a Receipts section once the workspace has a billing account, which is created the first time a checkout is started. It stays there after a subscription ends.

• Each row shows the Date, Description and Amount of a successful payment. The list holds up to 100 payments. Subscription payments and credit top-ups are both listed.
• Under Download, Receipt opens the Stripe receipt page for the payment. Subscription payments also have Invoice PDF.
• A payment that was refunded shows a Refunded or Partially refunded badge.
• In an organization only the owner sees the list. Admins and members see a note that receipts are available to the owner.
• If the workspace has a billing account but no successful payment, the list reads "No payments yet." If it cannot be loaded you see "We couldn't load your receipts right now. Please refresh the page to try again."

Plans billed by invoice

Some plans are paid by invoice instead of by card: the Enterprise plan always, and a Team or Core plan when devlin.ai set it up that way. The plan card then shows Active · Invoiced and the renewal date of the contract year.

On an invoiced plan these self-serve actions are not available:

• The Stripe customer portal: there is no Manage Subscription button.
• Upgrading or downgrading the plan. The lower plan's card reads "Plan changes for invoiced plans go through your devlin.ai contact."
• Switching between monthly and annual billing.
• Checking out a subscription on top of the Enterprise plan, which is refused with "This organization is on a managed Enterprise plan. Contact us to make plan changes."

To renew, add seats or change anything, contact your devlin.ai contact or write to devlin@devlin.ai. The Receipts section lists payments made through Stripe only.

Related

• Plans and what each includes
• Credits, usage and low-credit alerts
• Members, roles, invitations and the activity log
• Workspaces