Cancel or restart your subscription

Cancel your subscription to stop paying once the month or year you've paid for ends. Your hub runs as normal until then. Afterwards the Admin PanelAdmin Panel The staff-only side of a hub, opened with the Admin button, where the firm manages cases, users, templates, automations and settings. locks and the LobbyLobby The home screen of the portal, showing your cases, announcements, inquiries and the firm's office locations. becomes read-only for your team and clients. If you don't restart within 3 months, the hub is scheduled for deletion.

1. 1

   Open billing

   Go to Settings › Billing & Subscription.

2. 2

   Cancel the subscription

   Under End your subscription, choose Cancel subscription. The window lists what happens on the date your paid period ends. Choose Cancel subscription again to confirm. Under Your Plan, "renews Nov 1, 2026" becomes "cancels Nov 1, 2026". Nothing is refunded, and nothing more is charged. To erase your data instead, choose the window's Delete hub link; see Delete a hub.

   During the trialTrial The first 14 days of a new hub, before the first payment is taken., the date is the trial's last day, and nothing is ever charged, even with a card on file.

3. 3

   Undo it before the date

   Changed your mind? Until that date, choose Keep subscription on the same page. Nothing is charged now: your plan renews on its usual date, with your saved payment method, and a trial carries on and is billed when it ends.

4. 4

   Restart after it ends

   Once the date has passed, open the Admin Panel and choose Add Payment, which opens Billing & Subscription. Choose Restart subscription, then Restart and pay now, to use your saved card or bank account. Or choose Use a new card and save another. You're charged at once for a full month or year of the plan you were on, with no new trial, and the Admin Panel and the Lobby reopen. Any discount you had carries over.

   To move to another plan, restart first, then change your plan.

Only an Admin can cancel, undo or restart. Managers can see the date, and are told an Admin must do it.

What happens next

• Nobody is emailed when you cancel, undo, or when the subscription ends.
• On the date, the Admin Panel locks for Admins and Managers: every page asks for valid payment information, except Billing & Subscription, where you can still view invoices. The plan and the billing email can't be changed.
• The Lobby becomes read-only for everyone, Admins included. They can read and download everything, and clients can still pay your invoices. Any other change is refused with "This hub is read-only until its subscription is restarted." Your staff see a banner with the date by which to restart, and the Hubs page shows the hub as "Read-only until" that date.
• A manage key stops working. A hub key can still read, but any change it sends is refused. Webhooks aren't stopped.
• If you don't restart within 3 months, the hub is scheduled for deletion. Your Admins are emailed a month and a week before, and when it happens. Any Admin can then undo the deletion for 30 days, after which everything is deleted for good. To delete the hub yourself instead, choose Delete hub on Billing & Subscription; see Delete a hub.

If something goes wrong

• The restart payment is declined. The Admin Panel stays locked and the Lobby stays read-only, and your hub's Admins get the email "Action Required: Update Payment Info for Your CaseActive Subscription". Add a working card at any time to restart.
• "Your bank debit is processing and may take a few days to clear." You restarted with a bank account. The Admin Panel and the Lobby reopen straight away. If the debit fails, the Admin Panel locks again, and the Lobby becomes read-only 14 days later.
• There's no Cancel subscription. A payment is overdue. Pay it first; see Unlock the Admin Panel after a failed payment.