Offline customers can perform only certain billing transactions. Please refer to the FAQs on Offline Billing for more information.

  1. Freshservice account admin can click on Admin -->Account Settings--> Plans & Billing to view the subscription details. If your account has more than one workspace, navigate to Admin > Global Settings > Account Settings > Plans & BillingAlternatively, if you are viewing the subscriptions list on the “All Subscriptions” page, click on any subscription to view its specific details.  

  2. On the subscription details page, click “Edit” against “Plan and users” in the left section or click the Manage Plan button at the bottom to modify your subscription details. 

  3. To change the subscription plan, click Change Plan. Review the features and addons available for all the plans from the "Choose a plan page." Click Buy Plan across the plan of your choice. 

  4. When you click on Buy Plan against a lower-priced plan, a pop-up is shown with the list of features and their data which you’ll lose. Click on Confirm to proceed with the plan downgrade.

  5. Change the billing frequency by selecting the required value from the Billing cycle dropdown. If you choose a smaller billing duration (for example, if you move from quarterly to monthly), then your subscription change request will be scheduled for the end of the current billing period. 

  6. Specify the number of agent licenses to be purchased, and select the required addons and their license quantities from the Add-ons section.

  7. Review the Subscription summary section on the right side. The Total Cost displays the billing amount for the next billing period. The ‘Effective from …’  date displays when the requested subscription changes will be effective.

  8. Click on Update Subscription to proceed with the changes. A banner will be displayed stating that the subscription change request has been scheduled for the end of the current billing period and the date when this subscription change will be effective. Click on View Request to check the subscription changes you have requested.

  9. To remove the scheduled subscription change request, click on Cancel Request. A confirmation message will be displayed when the scheduled subscription change is removed.


Note: If there are any issues with a downgrade, please feel free to drop an email at or please reach out to the account manager.