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 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

Click Upgrade to [Plan Name] on the plan you want. 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, you're sent to Stripe Checkout to complete payment. After payment succeeds, you're returned to the billing page with a success toast, and your new plan's minutes are available right away.

The proration charge appears in your billing history as a separate invoice item alongside any future renewal.

Downgrading between paid plans

Switching from a higher paid plan to a lower one (e.g., Pro → Growth) follows the same modal flow:

The change takes effect immediately.
You're issued a proration credit for the unused portion of your current plan, which appears on your next invoice.
The new plan's monthly minute allowance applies starting now — you don't keep the higher plan's minute pool.

If you're dropping below Growth, the modal explicitly notes that the Knowledge Base will be locked (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.

Unlike paid-to-paid downgrades, this one isn't immediate. 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 and above to Starter or Free, your Knowledge Base content is preserved but inaccessible until you upgrade back to Growth and above. Nothing is deleted automatically. 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.