Administrator-only. Editors can view the billing page but can't change the plan.

This article covers moving between paid plans, upgrading from Free, and canceling. For the conceptual breakdown of subscription vs. credit minutes and a side-by-side plan comparison, see Plan overview and how minutes work. For credits and auto-reload, see Buying credit minutes and configuring auto-reload. For invoices, payment methods, and what happens when a payment fails, see Invoices, payment methods, and failed payments.

Where to make plan changes

Open Account → Billing to see your current plan, credit balance, and recent billing history. Click View Plans to open the Plans page, where you'll see all five tiers (Free, Starter, Growth, Pro, Max) side by side with current prices and feature checkmarks.

The Upgrade, Downgrade, and Manage Billing buttons are only visible to Administrators.

Upgrading

How an upgrade is paid depends on whether you already have a paid subscription.

Subscribing from Free. On the Plans page, click Subscribe on the plan you want. You're sent to Stripe Checkout to enter your payment details. After payment succeeds, you're returned to the billing page with a success toast and your new plan's minutes are available right away.

Upgrading between paid plans (e.g., Starter → Growth). Click Upgrade to [Plan Name]. A confirmation modal appears showing:

Your current plan vs. the new plan, with pricing.
A proration calculation — what's charged today (the prorated cost for the rest of the current period) and what your next invoice will look like.
Estimated additional minutes awarded today.
A note that the change takes effect immediately.

When you confirm, the prorated amount is charged to the card on file and the switch takes effect in place — you're not sent to a separate checkout page. (If your bank requires extra verification, you'll be prompted to confirm it inline.) Your new plan's minutes are available right away, and the proration charge appears in your billing history.

Downgrading between paid plans

Switching from a higher paid plan to a lower one (e.g., Pro → Growth) uses the same modal flow, but — unlike an upgrade — it does not take effect right away:

The downgrade is scheduled for the end of your current billing period. Until then you keep your current plan, with all its features and its full monthly minute allowance.
There's no charge and no proration credit today. Your next invoice, at the end of the period, is simply at the new lower plan's price.
A banner on the billing page shows the scheduled change and the date it takes effect.

If you're dropping below Growth, the confirmation modal warns that your Knowledge Base will be deleted when the downgrade takes effect (more on this below).

Downgrading to Free (canceling your paid subscription)

"Cancellation" in CoreReach is the same action as downgrading to Free. From the Plans page, click Downgrade to Free.

Like a paid-to-paid downgrade, this takes effect at the end of your billing period, not right away. The modal confirms: Your plan remains active until [period end]. After that you'll be on the Free plan.

You keep your current paid plan's full features through the end of your billing period. After that, you drop to the Free plan and any unused subscription minutes for that period are forfeited (subscription minutes don't roll over).

While the cancellation is pending, a banner appears at the top of your billing page: "Your subscription is scheduled to cancel on [date]. Reactivate?" Click Reactivate to call it off — you'll be back on your current plan immediately, with no new payment required.

Your credit minutes are not affected by cancellation. Anything you've purchased stays in your account, even on Free.

What happens to your Knowledge Base on downgrade

If you downgrade from Growth or above to Starter or Free, your Knowledge Base is permanently deleted — all text snippets, websites, and files. This happens when the downgrade takes effect at the end of your billing period, not when you confirm it; until then the Knowledge Base stays fully available. Once it takes effect, the content cannot be recovered, and a later upgrade starts a fresh, empty Knowledge Base. See Adding a Knowledge Base for details.

Updating your payment method or viewing past invoices

The Manage Billing button on the billing page sends you to the Stripe Customer Portal, where you can update your card, view past invoices, and download receipts. See Invoices, payment methods, and failed payments for the details.