Managing your subscription

Everything about what you're paying for lives in one place: the License Manager. Your plan, your seat count, how much of your monthly allowance you've used, when you renew, and every button that changes any of it.

The reason it's one page rather than scattered through Settings is that these things are entangled. Adding a user might push you over your seat limit. Sending a lot of SMS might push you past your included messages and into per-message billing. Downgrading might turn off a module your team uses daily. Seeing them together means you make that decision once, with the numbers in front of you, instead of discovering the consequence a week later.

Who can get here

Only the primary account — the email and password you set up when you first subscribed. Not staff logins, not technicians, not anyone you've added since.

This is deliberate. The primary account controls billing, payment methods and device registrations. A dispatcher who can create jobs should not be able to downgrade the company's plan, and an ex-employee whose staff login you forgot to disable should not be able to cancel your subscription.

If you've lost access to the primary account, use the password reset on the sign-in page. If the person who owns that email has left the company, contact support — we'll verify ownership and move it.

Reading your account status

The top of the page tells you which of five states you're in.

Active — everything is working. Your plan renews on the date shown.

Trial — N days left — you're on a trial that someone at Suprata set up for you. Your data is real and everything you build during the trial is kept. When the trial ends, one of two things happens depending on how it was set up: either some features quietly switch off and you carry on with a reduced plan, or the account locks until you subscribe. Either way nothing is deleted. The banner tells you which one applies to you.

Billing Issue (Late Payment) — a payment failed. You still have full access. Update your card before it becomes a suspension.

Suspended — a payment problem, or a paused subscription. Every page redirects here until it's resolved. You can still reach the License Manager, and you can still pay — that's the whole point of letting you reach it.

Inactive — the subscription was cancelled. Your data is still here. Resubscribing turns everything back on, on the same account.

The last two catch people out, so to be explicit: being locked out is not the same as being deleted. Your customers, jobs, invoices and files are exactly where you left them. Paying restores access to the same account, not a fresh empty one.

Upgrading and downgrading

If you have an active subscription, the Change Plan link opens a list of the plans available to you. Each one is labelled:

Upgrade — more of something. Takes effect immediately.
Downgrade — less of something. Takes effect at your next renewal.
Switch — a sideways move between plans at the same level.

The timing difference is not arbitrary, and it's the thing worth understanding before you click.

Upgrades happen now, and we do the maths

Say you're twelve days into a $50/month plan and you upgrade to $80. You don't pay $80 today on top of the $50 you already paid. Stripe credits you for the eighteen unused days on the old plan and charges you the difference for the eighteen remaining days on the new one. Your renewal date doesn't move. Your card gets one small charge, not a full month.

The new features are available the moment the change goes through.

Downgrades wait for your renewal

You've already paid for this month. Dropping you to a cheaper plan today would mean taking features away that you bought, and we're not going to hand out partial refunds for time you might still use.

So a downgrade is scheduled. You keep everything you're paying for until your renewal date, and on that date you move to the cheaper plan and start paying the lower amount. Until then a banner on the License Manager tells you what's coming and when — and there's a Cancel this change link if you change your mind. Cancelling a scheduled downgrade costs nothing and leaves you exactly where you were.

You'll only ever see some plans

The plans offered to you are the ones in your plan group — the ladder your current plan sits on. A field-service plan doesn't list marina plans, because they aren't more or less of the same thing; they're different products.

If the plan you want isn't listed, that's not a bug. Contact support and we'll sort it out.

Coming back from a trial, or after cancelling

If your trial has ended, or you previously cancelled, the License Manager shows a Resubscribe button. Pick a plan, choose how many units you need, and you'll be taken to Stripe's secure checkout.

This reactivates your existing account. Same customers, same job history, same invoices, same users, same settings. You are not signing up again, and you should not create a new account to come back — if you do, you'll end up with two accounts and none of your data in the new one.

Occasionally an account is set up for one specific plan (usually because someone at Suprata configured a trial for you with a particular plan and seat count in mind). In that case you'll see that plan and nothing else. Contact support if you need a different one.

After you pay, the page waits a few seconds while the payment confirms, then refreshes itself. Don't close the tab or pay twice — if it seems stuck for more than a minute, reload the page before trying again.

Seats, units and where the numbers come from

Your plan includes a number of seats per unit, and you buy a quantity of units. Three units of a plan that includes two seats each gives you six users.

The number shown next to your plan is the total — the one that matters when you try to add a user and get told you've hit your limit.

If you need more people, you don't need a bigger plan; you usually just need more units. Increase the quantity when you change plans, or contact support.

Included allowances and what happens past them

Metered things — SMS, phone minutes, AI credits, transcriptions — come with a monthly included amount that resets each billing period. The License Manager shows what you've used against what you've got.

Going over doesn't cut you off. The overage is billed against your prepay balance at the per-unit rate shown next to each item. If that balance runs out, then the service stops — which is why the top-up option exists and why it's worth keeping a small balance if you send a lot of SMS.

The included amount comes from your plan. The overage rate is the same for everybody.

Common mistakes

Signing up again instead of resubscribing. By far the most expensive mistake, because you end up paying for an empty account while your real one sits inactive. If you can sign in at all, use the Resubscribe button. If you can't, reset your password. Only contact support if both fail.

Downgrading to save money this month. It won't. Downgrades take effect at renewal — the saving starts next period. If you need to reduce cost immediately, the only lever is cancelling, which is worse.

Assuming a downgrade is reversible for free. It is, right up until it takes effect: use Cancel this change. Afterwards, upgrading back is a fresh prorated charge.

Adding users up to the exact seat limit. Leave yourself one. Suprata blocks user creation at the cap, and discovering that at 7am when a new tech starts is a bad morning.

Letting a "Billing Issue" sit. You keep full access during it, which makes it easy to ignore. It becomes a suspension.

Ignoring the prepay balance. Included allowances resetting each month lulls people into forgetting that overage is charged from a balance that does not reset. It runs down until SMS silently stops sending.

How do I cancel my Suprata subscription?
Built-in roles explained — who can reach the License Manager, and why
Setting up your company profile