Upgrade, downgrade and cancel
What happens when you move between plans, what it costs and when it takes effect, what the answer allowance does mid-period, and exactly when a cancellation ends your service.
- Who
- Owners and admins
- Plan
- All paid plans
- Role
- Owner or Admin
Before you start
- An active subscription or trial
- A card, for a plan change
All three changes start on the same screen — Billing & plan — and behave differently in one respect that matters: a plan change happens immediately and is paid for immediately, while a cancellation happens at the end of the month you have already paid for.
Who can do this
Changing or cancelling a subscription needs the owner or admin role. The controls are visible to every member of the team, but an attempt by anyone else fails at the last step with an error instead of changing anything. Roles and permissions lists what each role may do.
Moving to a different plan
There is one route for both directions. You buy the plan you want, and it replaces the one you are on. Starter, Growth and Pro are all bought this way; the Custom plan is arranged with us instead.
Step 1 Open Billing and scroll to Available plans.
You should see: The plan you are on carries a Current plan badge and shows Active plan instead of a button.
Step 2 Press Switch to this plan on the plan you want.
You should see: The Almost there screen opens and Total charged today shows the new plan’s full monthly price, VAT included.
Step 3 Confirm the billing details, tick the two approvals and press Continue to secure payment.
You should see: The payment provider’s secure page opens.
Step 4 Pay on the provider’s page.
- The whole flow, field by field, is described in Paying for your plan.
You should see: You come back to a confirmation page, and Your current plan on the billing page shows the new plan. The change takes effect the moment the payment is confirmed.
What happens to your allowance
AI answers are counted per billing period. Paying for a different plan opens a new period there and then, so the counter starts again from zero against the new plan’s allowance — you do not carry the answers you already used into the new plan, and you do not carry unused ones either.
| What | At the moment the new plan is paid for |
|---|---|
| Paid period | Restarts: it runs one month from today, and the next charge moves with it. |
| AI answers used | Reset to zero for the new period. |
| Included answers | Become the new plan’s: 1,250 on Starter, 4,000 on Growth, 10,000 on Pro. |
| Point where answering stops | Becomes the new plan’s: 1,250 on Starter, 6,000 on Growth, 15,000 on Pro. |
| Team seats, storage and numbers | Enforced from the new plan immediately, for anything you add next. |
| Conversations, knowledge and settings | Untouched. Nothing is re-imported and nothing is removed. |
Your usage and limits explains how the counter works and what the assistant does when the allowance runs out.
Downgrading to a smaller plan
A smaller plan is bought exactly like a bigger one, and it takes effect at once. What you already have is left alone; the new, lower limits apply to whatever you try to add afterwards.
- Team members over the new seat count keep working. You cannot invite anyone new until the team is back within the limit — 2 seats on Starter, 5 on Growth, 15 on Pro.
- Knowledge already indexed stays searchable. A new upload is refused once the plan’s storage allowance is reached — 125 MB on Starter, 400 MB on Growth, 1,250 MB on Pro.
- A second connected WhatsApp number keeps working, but connecting another one is only possible on Pro and Custom.
- Dedicated numbers you bought stay active and keep being billed as add-ons until you release them.
Cancelling a paid subscription
Cancelling stops the next charge. It does not end the month you have already paid for, and it does not refund it.
Step 1 Open Billing and scroll to Cancel subscription.
- The card is shown for an active paid subscription. During a trial you get End your free trial instead, and if your last payment failed the card is not shown at all — write to us and we will handle it.
You should see: The card explains that your plan stays active until the end of the period you have already paid for.
Step 2 Press Cancel subscription.
You should see: A dialog asks you to confirm and names the exact date your plan stays active until.
Step 3 Press Confirm cancellation.
You should see: The billing page now shows Your subscription is set to cancel, with that date and a Keep my subscription button. We also email a confirmation to your billing address.
Exactly when it takes effect
The end date is the one already on your billing page as Billing period ends on {date} — one month from your last payment. Until then everything carries on as before. On that date a background sweep, which runs every 15 minutes, closes the subscription; the change lands shortly after the date rather than at a fixed hour.
| When | What works |
|---|---|
| Until the end date | Everything, exactly as before: the assistant answers, your team replies, knowledge and reports are unaffected. No further charges are made. |
| After the end date | The assistant stops answering, and replies can no longer be sent from OMAI. Incoming WhatsApp messages are still received and kept in the inbox, and exports still work. |
| If you buy a plan again later | A new paid month starts at that moment, with your conversations, knowledge base and settings still in place. |
Undoing a cancellation
While the strip reads Your subscription is set to cancel, press Keep my subscription. The scheduled cancellation is removed, renewals resume, and the next charge falls on the date that was already shown. After the end date has passed there is nothing to resume — buy a plan again from Available plans.
Ending a trial instead
A trial has no paid period to run out, so it is not cancelled — it is ended. The End your free trial card stops the assistant immediately, and nothing is charged. Your organization, conversations and knowledge base are kept, and you can buy a plan later. See Your 14-day trial.
What happens to your data
No plan change and no cancellation deletes anything. Conversations, knowledge, templates, team members and settings all stay exactly as they are, which is what makes buying a plan again a one-step return.
Deleting data is a separate, deliberate action under Settings → Account & privacy, described in Deleting your account. Invoices and tax documents are kept even then, for the statutory period.
Can I get the unused part of this month back when I switch?
Not automatically — the remainder is forfeited when the new plan starts. If you switched by mistake, write to support@omai-software.com the same day; refunds are handled by us case by case, as described in Refunds.
What if I pay for the same plan twice by accident?
A second payment for the plan you are already on, within 24 hours, is not applied to your subscription. It is flagged for a person to review, who then arranges a refund or a credit.
Does cancelling cost anything?
Cancelling itself costs nothing. The month you have already paid for continues to its end date and is not refunded on cancellation.
Will my customers notice on the day the subscription ends?
They will get no reply from the assistant. Their messages still arrive in your inbox, so someone on your team should be watching it from that day — but replying from OMAI is not available once the subscription has ended.