Upgrading Your Subscription¶

Company Owners can now upgrade their Product Agents credit commitment directly in Hello Retail, without contacting their account manager. This article explains how the self-service upgrade works, what the flow looks like, and what happens after you accept the new agreement.

The goal is to let you scale up when you need more credits, with full visibility into the new terms before you commit.

Who can upgrade¶

Only the Company Owner sees the upgrade option. Other users on the account will not see the Upgrade button and will need the owner to perform the change.

If you need a higher commitment than what self-service allows, or if you want to downgrade or cancel, contact your account manager.

Where to find it¶

From the my Hello Retail admin, open Product Agents → Settings →Usage → Manage Subscription.

The Your Subscription card shows your current plan — credits per cycle, price, billing cycle, and binding period — and an Upgrade button.

Clicking Upgrade opens the upgrade flow.

The upgrade flow¶

The upgrade is a two-step flow. Nothing is charged until you accept the agreement in step two.

Step 1 — Choose your new plan¶

The Upgrade Subscription modal lets you configure:

Credits per month — type a value or use the slider. Range is 5,000 to 200,000 credits per month, in steps of 1,000.
Billing cycle — choose Monthly, Quarterly, or Yearly. Yearly is discounted and shows a save 20% badge.

Prices update live as you change values. A summary box compares your current plan with the new plan so you can see the difference at a glance.

Any unused credits from your current cycle carry over — your balance is not reset by the upgrade.

When you are happy with the selection, click Continue to Agreement Review.

Step 2 — Review and accept the agreement¶

The Review Upgrade Agreement modal displays the new agreement as a PDF. If your browser cannot render the PDF inline, a download link is provided.

Click Accept Agreement to finalise the upgrade. At that moment:

The new agreement is signed and on file
The new rate applies going forward
A confirmation email is sent to the Company Owner

Invoicing for the new billing cycle is processed by a job that runs once a day. Your new credits are added to your balance as soon as the invoice is issued, which happens on the same day you accept the agreement.

Rules and limits¶

A few constraints apply to the self-service flow:

Upgrade only. You cannot lower your commitment or cancel through this flow. For those changes, contact your account manager.
Maximum 200,000 credits per month via self-service. For higher commitments, reach out to your account manager.
Minimum 5,000 credits per month, in steps of 1,000.
Binding period cannot be shorter than the billing cycle — for example, monthly billing cannot be combined with a shorter binding.
If you already have a non-standard binding period agreed with sales (such as biannual or biennial), that option is preserved so you can keep it.

What happens after you accept¶

The new rate is active immediately, including for any new messages sent from that point on.
A signed copy of the agreement is kept on file and is visible to your account manager.
The change is recorded in your account history.
You receive a confirmation email summarising the new plan.

Your next invoice will reflect the new rate.

What this does not change¶

Downgrades, cancellations, and custom deals above 200,000 credits per month are still handled by your account manager.
How credits are consumed, Auto-Overage, and billing cycle behaviour are unchanged. See Billing, Credits & Usage for a full explanation of how usage is calculated and how credits carry over between cycles.

Common questions¶

Do I lose my existing credits when I upgrade?¶

No. Any unused credits from the current billing cycle carry over and are added on top of the new allocation.

When am I charged?¶

Invoicing runs once a day. After you accept the agreement, the invoice for the new billing cycle is issued during that day's invoicing run, and your new credits are added as soon as the invoice is issued.

Can I downgrade or cancel here?¶

No. This flow is for upgrades only. Contact your account manager for downgrades, cancellations, or custom arrangements.

I do not see the Upgrade button. Why?¶

Only the Company Owner sees the button. If you are not the owner, ask whoever is to perform the change.

What if my card is declined?¶

Agreement acceptance itself does not charge your card directly — invoicing runs later the same day. If a subsequent invoice fails, normal dunning and payment-method update flows apply. You can update your payment method on the Manage Subscription page.