Who does it apply to:

Admins

An auto-upgrade happens when the number of seats paid for on the account is exceeded and no action is taken to remove the extra users. In this case, your plan is automatically upgraded to the next seat bucket, and you are charged for the new plan.

If this happens, don’t worry — you have 30 days to revert back to your previous plan and request a refund after removing the extra users.

What happens if you exceed your seat limit?

When your account exceeds the number of seats in your current plan, the system starts a 5-day countdown before applying an auto-upgrade. During this time, admins receive three warning emails:

• First email: Notification that the account has more users than allowed. The countdown begins, and you have 5 days to make changes.
• Second email: A reminder that the account will auto-upgrade in 3 days if no action is taken.
• Third email: A final reminder that the account will auto-upgrade in 1 day.

If no changes are made within 5 days, the account is automatically upgraded to the next seat bucket.

For example, if you are on a Standard 10-seat monthly plan and add an 11th user, you trigger the auto-upgrade process. If you do not remove the extra user within 5 days, your account will automatically upgrade to the next bucket — 15 seats on the Standard monthly plan.

What to do if you’ve been charged for an auto-upgrade

You can choose to stay on the new plan or revert to your previous plan within 30 days of the auto-upgrade. To revert, you must first reduce the number of active seats so your account fits the limits of your original plan.

How to remove users

As an admin, open the Administration section and select Directory. The User management tab opens by default. Find the user you want to deactivate, click the three-dot menu next to their name on the left, and select Deactivate user.

Deactivating removes the user from your account so they are no longer billable. Their details remain stored unless you permanently delete them. For full deletion, see this article.

How to change a user's type

Instead of deactivating, you can switch a user to a non-billed type. Viewers are available on all plans. Guests are available on Standard, Pro, and Enterprise, with billing that depends on your plan.

To change a user’s type, go to the User Management tab under Directory, click the dropdown next to their name and email, and select the new type:

Requesting a refund

Once you have removed the extra users, please reach out to our Support Team right here. We will revert your account back to your original plan and issue you a refund for the upgrade cost as long as you're within 30 days of the original forced upgrade.