Managing Your Userflow Subscription and Billing
This guide covers how to manage your Userflow subscription: upgrading or downgrading your plan, extending trials, understanding billing cycles, managing user seats, and handling common billing issues.
What you can do yourself vs. when to contact support
Most subscription and billing tasks can be handled directly in your Userflow dashboard without contacting support. Here's what you can do yourself and when you'll need to reach out to us.
Changing your plan, payment, and billing
In Settings → Billing, you can:
Upgrade to a higher tier — takes effect immediately (prorated for the rest of the billing cycle).
Start a downgrade to a lower tier — see "Downgrading your plan" below.
Update your payment method / card details.
View and download invoices (Billing History → Download).
Find your renewal date ("Next bill date" at the top of the Billing page).
Contact Userflow support (support@userflow.com) for:
Canceling your subscription — cancellations aren't self-serve (see "Canceling your Userflow subscription").
Completing a downgrade you can't finish yourself (see below).
Adding environments, extending trials, billing adjustments/refunds, switching between monthly and annual billing.
Common billing questions
When will I be charged?
Monthly plans: Same day each month (e.g., if you signed up on the 15th, you're billed on the 15th).
Annual plans: Once per year on your anniversary date.
What happens if I exceed my MAU limit?
You're not moved to a different plan. Instead, you're billed for additional MAUs in packs of 5,000, per month (or part of a pack). See "How Userflow Tracks and Bills MAUs" for current pack pricing, details, and how to reduce your count.
Can I pause my subscription?
Userflow doesn't offer subscription pausing. If you need to stop service temporarily, you would need to cancel and resubscribe later. Note that canceling means losing access to your flows and dashboard until you resubscribe.
Do unused MAUs roll over?
No. MAU limits reset each month. If you use 1,500 MAU in January on a 3,000 MAU plan, you don't get 4,500 available in February — you're back to 3,000.
Upgrading Your Plan
To upgrade to a higher tier:
Go to Settings → Billing in your Userflow dashboard
Click Upgrade Plan
Select your new plan
Enter payment details (if not already on file)
Confirm
Billing: Upgrades take effect immediately. You'll be charged a prorated amount for the remainder of the current billing cycle, then billed at the new plan rate going forward.
Access: New plan features (integrations, event trackers, additional environments, etc.) are available immediately after upgrade.
Downgrading Your Plan
You can start a downgrade yourself in Settings → Billing: select the lower plan you want. Userflow checks your current usage against that plan's limits and shows anything that's over, written as current / allowed — for example, "resource centers 3/1", "survey questions 9/2", "environments 3/2".
If you're already within the lower plan's limits, you can complete the downgrade yourself. It takes effect at the end of your current billing period — you keep your current features until then.
If you're over on anything, reduce those items first (remove extra resource centers, survey questions, environments, or team seats; bring MAUs within range). The billing page lists exactly what to bring down.
If a downgrade can't be completed via self-service, the page will ask you to reach out to Userflow support, and we'll help you finish it.
Timing: Downgrades take effect at the end of your current billing period. You keep access to your current plan's features until then.
What Happens When You Downgrade:
Feature | Lower plan limit | What Happens to Excess |
|---|---|---|
Monthly Active Users (MAU) | Your plan's MAU limit | Flows stop showing to users beyond the limit. You'll see a warning in your dashboard. |
Team Seats | Your plan's seat limit | You'll need to remove team members down to your plan's seat limit before the downgrade completes. |
Event Trackers | Your plan's tracker limit | Additional trackers will be disabled. You choose which one to keep. |
Environments | Your plan's environment limit | You'll need to consolidate or delete extra environments. |
Integrations | Limited | HubSpot, Salesforce, and other integrations not included on the lower plan will stop syncing. |
Action Required Before Downgrade:
Remove excess team members: Settings → Team
Disable extra event trackers: Settings → Event Tracking
Consolidate environments: Settings → Environments
If you don't complete these steps, your downgrade will be paused and you'll receive an email with instructions.
Extending Your Trial
Standard Trial: Userflow offers a 14-day trial.
Can I extend my trial?
Trial extensions are handled on a case-by-case basis. Trials can sometimes be extended if you need more time to:
Complete a proof-of-concept with your team
Test specific integrations or features
Get technical setup completed
How to request an extension:
Email support@userflow.com from your account email address with:
Your company name
Why you need more time
How many additional days you're requesting (typically 7-14 days)
We'll review and respond within 1 business day.
Note: Extensions are not guaranteed and are generally limited to one per account.
Understanding Your Billing Cycle
Billing Cycle:
Monthly plans: You're billed on the same day each month (e.g., if you signed up on the 15th, you're billed on the 15th)
Annual plans: You're billed once per year on your anniversary date
What You're Billed For:
Your plan's base price (based on MAU tier)
Any add-ons: extra environments, NPS packs, etc.
Overages: if you exceed your MAU limit, you're billed for additional MAUs in packs of 5,000 (per month, or part of a pack)
To view your current cycle and next bill date:
Go to Settings → Billing
Your next bill date and amount are shown at the top
Managing User Seats (Team Members)
How many team members can I add?
The number of team members you can add depends on your plan. To see your seat limit, check your billing settings.
How to add a team member:
Go to Settings → Team
Click Invite Team Member
Enter their email address and select a role (Admin, Editor, or Viewer)
Click Send Invite
How to remove a team member:
Go to Settings → Team
Click the ••• menu next to the member's name
Select Remove from Team
Note: If you've reached your plan's seat limit, you'll need to remove someone before adding a new member.
Common Billing Issues
I Need to Update My Payment Method
Go to Settings → Billing
Click Update Payment Method
Enter new card details
Click Save
Your next bill will be charged to the new card.
My Payment Failed
If a payment fails (expired card, insufficient funds, etc.):
You'll receive an email with instructions
Your account remains active for 7 days
Update your payment method within 7 days to avoid service interruption
To retry a failed payment:
Go to Settings → Billing
Update your payment method
Click Retry Payment
I Need a Copy of My Invoice
All invoices are emailed to your account email address immediately after each billing cycle.
To download past invoices:
Go to Settings → Billing
Scroll to Billing History
Click Download next to the invoice you need
I Have a Question About a Charge
If you see an unexpected charge or need clarification on your bill, email support@userflow.com with:
Your company name
The charge date and amount
Your question
We'll investigate and respond within 1 business day.
Canceling Your Subscription
To cancel your Userflow subscription:
Email support@userflow.com from your account email address with "Cancel Subscription" in the subject line
We'll confirm your cancellation request and your final bill date
Your account will remain active until the end of your current billing cycle
After that, your flows will stop showing and your dashboard access will be revoked
Before Canceling:
Export any data you want to keep (user lists, flow analytics, etc.) — see Settings → Data Export
Cancel any active integrations (HubSpot, Salesforce, etc.) on your end to stop data syncing
Note: Cancellations are final and take effect at the end of your billing period. If you cancel mid-cycle, you won't receive a refund for the unused portion.
Finding Your Renewal Date
To find when your next renewal is:
Go to Settings → Billing
Look for "Next bill date" at the top of the page
To see your subscription history:
Scroll to Billing History on the same page
Need More Help?
For billing questions not covered here, contact support@userflow.com. Include:
Your company name
Your question or issue
Any relevant invoice or transaction IDs
We typically respond within 1 business day (faster for urgent billing issues).