Managing Your Subscription

All subscription management happens at /admin/billing. Synaptiq uses Stripe for payment processing, so your card details are never stored on our servers. This page covers everything you need to manage your plan, payment methods, and billing details.

Upgrading Your Plan

You can upgrade at any time and the change takes effect immediately.

1. Go to Admin > Billing (/admin/billing)
2. Click Change Plan
3. Select your new plan and confirm

How proration works: When you upgrade mid-cycle, Synaptiq calculates the unused portion of your current plan and applies it as a credit toward the new plan. For example, if you are halfway through a Starter billing cycle ($497/mo) and upgrade to Growth ($997/mo), you receive a ~$248.50 credit, making your first Growth charge approximately $748.50.

The prorated amount appears as a line item on your next invoice. Your new billing cycle date remains the same -- only the plan and price change.

What happens to your data and settings:

• All widgets, configurations, and conversation history carry over
• New plan features (additional widgets, integrations, API access) are available immediately
• Team seat limits increase to match the new plan -- you can invite additional members right away
• Analytics data is retained according to the new plan's retention policy

Downgrading Your Plan

Downgrades take effect at the start of your next billing cycle, not immediately. You keep full access to your current plan's features until the cycle ends.

1. Go to Admin > Billing (/admin/billing)
2. Click Change Plan
3. Select the lower-tier plan
4. Review the impact summary and confirm

Impact summary: Before confirming a downgrade, Synaptiq shows you what will change. Pay attention to these items:

| Area | What happens | |---|---| | Widgets | If you have more widgets than the new plan allows, you must select which ones to keep. Excess widgets are deactivated (not deleted) at cycle end. | | Integrations | CRM integrations not available on the new plan are disconnected. Historical synced data remains in your CRM. | | API access | API keys continue to work until the downgrade takes effect. After that, API calls return a 403 Plan Insufficient error. | | Team seats | If your team exceeds the new plan's seat limit, you must remove members before the downgrade activates. | | Data retention | Conversation history older than the new plan's retention window is archived. You can export it before the downgrade. |

No refund or credit is issued for the remaining time on the current cycle when downgrading. You have already paid for the current period and will continue to use it in full.

Cancelling Your Subscription

Cancellation ends your paid subscription at the end of your current billing cycle. Your account transitions to a read-only state where you can still access your data but the widget stops accepting new conversations.

1. Go to Admin > Billing (/admin/billing)
2. Click Cancel Subscription
3. Complete the brief cancellation survey (optional but helpful)
4. Confirm cancellation

After cancellation:

• You retain full access to your paid plan until the billing cycle ends
• At cycle end, your widget stops accepting new conversations
• All your configurations, leads, and conversation history are preserved
• You can reactivate by selecting any paid plan at any time
• You can reactivate any paid plan at any time -- your configurations and history are not deleted

Annual plan cancellation: If you cancel an annual subscription, the plan remains active until the annual period ends. No partial refund is issued for the remaining months. Contact support@synaptiqintel.com if you have extenuating circumstances.

Managing Payment Methods

Synaptiq accepts Visa, Mastercard, American Express, and Discover credit and debit cards.

Adding a Payment Method

1. Go to /admin/billing
2. Scroll to Payment Methods
3. Click Add Card
4. Enter your card details in the Stripe-hosted form
5. Click Save

You can store multiple cards. The card marked as Default is used for recurring charges and overage packs.

Changing the Default Card

Click the three-dot menu next to any saved card and select Set as Default. The next billing charge will use this card.

Removing a Card

Click the three-dot menu and select Remove. You cannot remove your default card while on a paid plan -- set a different card as default first.

Failed Payments

If a charge fails, Synaptiq retries automatically:

• Retry 1: 3 days after the initial failure
• Retry 2: 5 days after Retry 1
• Retry 3: 7 days after Retry 2

You receive an email at each retry. If all three retries fail, your account is downgraded to Starter. Update your payment method at /admin/billing at any time to resolve the issue and restore your plan immediately.

Updating Billing Information

To update your billing address, company name, or tax ID:

1. Go to /admin/billing
2. Click Billing Details
3. Edit your information and save

Changes to billing details apply to all future invoices. Previously issued invoices are not retroactively updated. If you need a corrected invoice, see Invoices and Receipts.

Team Billing for Agencies

If you manage multiple client accounts, Synaptiq supports agency billing on the Growth and Enterprise plans.

How Agency Billing Works

• A single billing account (the agency) pays for multiple Synaptiq workspaces
• Each workspace operates independently with its own widgets, leads, and analytics
• Usage across all workspaces is aggregated under the agency's plan (Growth) or billed per-workspace (Enterprise)

Setting Up Agency Billing

1. Contact support@synaptiqintel.com or your dedicated CSM to enable agency mode
2. Once enabled, go to /admin/billing/agency
3. Click Add Workspace to create or link client workspaces
4. Assign team members to each workspace with appropriate roles

Agency Invoicing

Agency accounts receive a single consolidated invoice each billing cycle. The invoice breaks down usage and charges by workspace, making it straightforward to bill back to clients. You can also configure separate billing contacts per workspace for transparency.

Switching Between Monthly and Annual Billing

To switch from monthly to annual billing (and save 20%):

1. Go to /admin/billing
2. Click Switch to Annual on your current plan card
3. Confirm the change

You are charged the annual rate immediately, with a prorated credit for any unused time on your current monthly cycle. To switch from annual back to monthly, the change takes effect when your annual term ends.