Switching plans or pausing

Self-service from your account billing settings. No support ticket needed.

Upgrades

Upgrades take effect immediately. The pricing difference is prorated against the remainder of your current billing period.

What carries over: every report you've uploaded, your intake answers, case history, prior letter packages, and prior bureau responses. Upgrading never resets your file.

Downgrades

Downgrades take effect at the end of the current billing period, not immediately. This avoids the awkward case where you pay for a month and then lose access to it. No proration on downgrade.

What carries over: same as upgrades — case data and history. What doesn't: features that are exclusive to the higher tier (multi-seat access, whitelabel branding). If a feature was active and is no longer included on your new tier, it shuts off at the period rollover.

Pauses

You can pause your subscription. While paused, no new cycles begin and you aren't billed. Resume any time and your case picks up where you left off.

Pauses cap at 90 days. After 90 days, the subscription auto-cancels (with the standard data-retention window — see refunds and cancellation).

Cancellation

Different from pause. Cancellation closes the subscription at the end of the current billing period. Account stays usable until then.

You can resubscribe within the data-retention window without losing history. After the window closes, data is hard-deleted and a re-subscription starts fresh.

Multi-seat agencies (CHAI Agency / Agency Pro)

Adding or removing seats follows the same rules: adds prorate immediately, removes apply at next billing period. Whitelabel and client-roster data persist through tier switches as long as you remain on a tier that includes them.

For tier-by-tier coverage see self-serve vs Agency.

Last updated 11 days ago.