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
Some billing tasks you can do yourself in Settings → Billing. Plan changes go through our team.
Changing your plan, payment, and billing
In Settings → Billing, you can:
Cancel your subscription — see "Canceling Your Subscription" below.
Update your payment method / card details.
View and download invoices from the Invoices section.
Find your renewal date ("Next bill date" at the top of the Billing page).
Contact Userflow support (in-app chat or support@userflow.com) for:
Upgrading, downgrading, or switching plans. If the Billing page shows a message asking you to contact support, that's expected. Message us and the team will make the change for you.
Canceling, if Settings → Billing doesn't let you finish it.
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?
Userflow keeps running and you're upgraded to the next MAU tier automatically. See How Userflow Tracks and Bills Monthly Active Users (MAUs) for how users are counted, or check your billing settings for your current tier.
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. Userflow counts MAUs over a rolling 30-day window, so there is no monthly allowance to carry over. Your MAU count at any moment is the number of unique users seen in the last 30 days. See How Userflow Tracks and Bills Monthly Active Users (MAUs) for how users are counted.
Upgrading or downgrading your plan
Plan changes are made by our team.
Message us in the in-app chat, or email support@userflow.com from your account email.
Tell us which plan you want to move to.
We'll confirm when the change takes effect and how it's billed. For a downgrade, we'll also tell you anything you need to bring within the new plan's limits first.
To see what your current plan includes, check your billing settings.
Downgrading Your Plan
A downgrade can only go through once your usage fits the lower plan's limits. Our team will tell you what's over, written as current / allowed (for example, "resource centers 3/1" or "environments 3/2"), so you know what to reduce.
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 | Userflow keeps running. If your MAUs go over the lower plan's limit, you're upgraded to the next MAU tier automatically. |
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.
Trials
How long is the 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.
Can I change what I'm trialling?
If your trial doesn't include something you want to evaluate, message support and we'll let you know your options.
What happens when my trial ends?
Userflow goes into read-only mode until you activate your account. Nothing is deleted. Your flows, checklists and settings are all still there and you can still open them, but you cannot publish anything until you activate. A banner appears across the top of the app with an Activate account now button.
Can I start a new trial later?
There is no way to restart a finished trial. If you ran out of time before you could properly evaluate, ask support. We can usually extend the trial you already have instead.
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 upgraded to the next MAU tier automatically (see your billing settings for your current tier)
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 Invoices
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
You can cancel your subscription yourself. You'll need Admin or Owner access.
Go to Settings → Billing.
Scroll to the bottom of your plan card and click Cancel your subscription.
Follow the prompts to confirm.
Your account stays active until the end of your current billing cycle. After that, your flows stop showing and your dashboard access ends.
Before Canceling:
Export any data you want to keep (user lists, flow analytics, etc.) — see Settings → Data Export
Turn off any active integrations (HubSpot, Salesforce, etc.) on your end to stop data syncing
If you'd rather talk it through first, or something blocks you from finishing, email support@userflow.com.
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 Invoices 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).