Managing Your Subscription
Managing Your Subscription
Everything about starting, changing, and ending a paid plan. All billing actions require the ADMINISTRATOR or EXECUTIVE role.
Starting a subscription
New paid subscriptions go through Stripe Checkout:
- Pro and Business are self-serve — pick the plan and check out.
- Enterprise is sales-only — contact sales@anhourtec.com for a quote and setup.
At checkout you choose monthly or yearly billing (yearly saves roughly 20%) and currency (USD or CAD). The exact amount charged is set in Stripe and shown before you confirm.
Free trial
A free trial (default 7 days) is offered once per organization. During the trial you have full access to the chosen plan's features and limits. When the trial ends, billing begins automatically unless you cancel first.
Subscription statuses
| Status | Meaning |
|---|---|
| trial | In the free trial period; full plan access |
| active | Paid and current |
| past_due | A payment (usually a renewal) failed — org degraded to Free until fixed |
| suspended | Continued non-payment — org degraded to Free until fixed |
| cancelled | Cancelled; access ends at period end (or already ended) |
| incomplete | Checkout started but payment not completed |
past_due and suspended degrade your org to the Free plan for both limits and features. See past-due degradation.
Upgrade & downgrade
Change your plan from billing settings. Plan changes apply with proration, immediately:
- The change is always invoiced right away — you're charged the prorated difference on an upgrade, or credited on a downgrade.
- Your limits and features change immediately to the new plan.
If your card is declined during a plan change, you'll get HTTP 402 "Payment failed. Please update your payment method and try again." — fix the card in the billing portal and retry.
- New creates are blocked once you're over the lower plan's cap (you keep existing items, you just can't add more until under the cap).
- Excess users lose login — if active users exceed the new seat limit, only the oldest N keep access; the rest are blocked. EXECUTIVE is exempt. See seat enforcement.
- Losing white-label deactivates custom domains if you drop the add-on or the plan that supported it.
Cancel & reactivate
- Cancel at period end (default): Your subscription is flagged to cancel, but access continues until the end of the current period.
- Cancel immediately: Access ends right away.
- Reactivate: If you have a pending cancellation, reactivating clears it and your subscription continues normally.
When a subscription fully cancels, your org downgrades to Free — Free limits apply, and any custom domains are deactivated.
Billing portal
Manage payment methods and download invoices through the Stripe billing portal, opened from your billing settings. Use it to:
- Update or replace the card on file
- View and download past invoices
- See upcoming charges
This is also where you fix a failed payment to lift a past_due degradation.
Payment failures & renewals
| Situation | What happens | What to do |
|---|---|---|
| Card declined / SCA required during checkout or plan change | HTTP 402 "Payment failed…" | Update the card in the billing portal and retry |
| Renewal fails | Org moves to past_due and is degraded to Free; Stripe sends dunning emails | Fix the card in the billing portal — access and features restore automatically |
| Continued non-payment | Org moves to suspended (still Free-degraded) | Same — update payment to restore |
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| 402 "Payment failed…" | Card declined or needs SCA/3-D Secure | Update the card in the billing portal, retry the action |
| Features/limits dropped to Free | past_due / suspended after a failed renewal | Fix the card in the billing portal |
| 503 "Stripe is not configured" | Billing isn't set up in this environment | Contact your administrator |
| Can't see billing controls | You're not ADMINISTRATOR/EXECUTIVE | Ask an executive to make the change |
| Downgrade locked some users out | Over the new seat limit; not in oldest-N | Upgrade, deactivate users, or have an EXECUTIVE log in |
| Want Enterprise | Self-serve checkout only covers Pro/Business | Contact sales@anhourtec.com |
Related
- Plans — pricing and what each tier includes
- Limits & Usage — gating, counting, seat enforcement
- Add-ons — white-label branding and custom domains
Limits & Usage
How plan limits and feature gating work — the resolution order, how counters are measured, when they reset, what limit-reached errors mean, and how past-due billing degrades your org.
Add-ons
The White-Label Branding add-on — pricing, what it unlocks (custom domains), how to add it during or outside a trial, and the grace period that keeps it active after removal.