Managing Your Subscription

Learn how to view, upgrade, downgrade, or cancel your ClientSynq subscription.

Overview

Your ClientSynq subscription determines which features you have access to. You can change your plan at any time, and changes take effect immediately (upgrades) or at the end of your billing cycle (downgrades).

Viewing Your Current Subscription

Check Your Plan

1. Log in to ClientSynq
2. Go to Settings → Billing
3. Your current plan is displayed at the top

Plan information shown:

• Plan name (Basic, Pro, or Enterprise)
• Monthly price
• Billing cycle (monthly or annual)
• Next billing date
• Payment method on file

What's Included in Your Plan

Basic Plan - $14.99/month:

• Connect QuickBooks Online
• Unlimited clients
• Client portal invitations
• Invoice viewing
• Basic reporting
• Email support (48-hour response)

Pro Plan - $29.99/month:

• Everything in Basic, plus:
• Online payment processing (credit card & ACH)
• Convenience fee options
• Custom branding (logo & colors)
• Team member management (up to 5 users)
• Priority support (24-hour response)

Enterprise Plan - Custom pricing:

• Everything in Pro, plus:
• White-label (remove ClientSynq branding)
• Custom domain
• Unlimited team members
• API access
• Advanced analytics
• Dedicated account manager
• 24/7 support with 4-hour SLA

---

Upgrading Your Subscription

Why Upgrade?

Common reasons to upgrade to Pro:

• ✅ Enable online payments (clients can pay instantly)
• ✅ Add your logo and brand colors
• ✅ Give team members access
• ✅ Get faster support response times

Common reasons to upgrade to Enterprise:

• ✅ Remove ClientSynq branding completely
• ✅ Use your own domain (portal.yourbusiness.com)
• ✅ Integrate via API
• ✅ Need unlimited team members
• ✅ Require 24/7 support

How to Upgrade

Basic → Pro:

1. Go to Settings → Billing
2. Click Upgrade to Pro
3. Review plan features and pricing
4. Click Upgrade Now
5. Your plan changes immediately
6. You'll be charged the pro-rated difference today

Pro → Enterprise:

1. Go to Settings → Billing
2. Click Contact Sales under Enterprise
3. Or contact us directly
4. We'll schedule a call to discuss your needs
5. Custom pricing based on your requirements

Billing When You Upgrade

Mid-cycle upgrade:

• Charged immediately for the difference
• Pro-rated based on days remaining in billing cycle
• Example: Upgrade 15 days into monthly cycle = charged 50% of price difference

Example calculation:

Current plan: Basic ($14.99/month)
New plan: Pro ($29.99/month)
Difference: $15/month
Days remaining: 15 out of 30
Pro-rated charge: $7.50 today
Next month: Full $29.99

No refunds: You keep access to old plan features until upgrade processes

---

Downgrading Your Subscription

Why Downgrade?

Common reasons:

• Cutting costs during slow season
• Features not being used
• Business needs changed
• Testing to see if Basic plan is sufficient

Important: Consider which features you'll lose!

How to Downgrade

Pro → Basic:

1. Go to Settings → Billing
2. Click Change Plan
3. Select Basic Plan
4. Review features you'll lose (important!)
5. Click Downgrade to Basic
6. Confirm you understand feature loss
7. Downgrade takes effect at end of current billing cycle

What Happens When You Downgrade

Immediate effects (at end of billing cycle):

• ❌ Payment processing disabled (clients can no longer pay online)
• ❌ Custom branding removed (back to default ClientSynq branding)
• ❌ Team member access revoked (only account owner retains access)
• ❌ Priority support → Standard support
• ✅ All client data, invitations, and history retained
• ✅ QuickBooks connection remains active

Your data is safe:

• Client list intact
• Invitation history preserved
• QuickBooks sync continues working
• No data loss

Timing

Downgrade processing:

• Request today → Takes effect on next billing date
• You keep Pro features until billing cycle ends
• No refund for unused time (you paid for the full month)

Example:

Today: Oct 15
Next billing date: Nov 1
Downgrade request: Oct 15
Pro access: Until Oct 31 (end of cycle)
Basic plan starts: Nov 1
Savings begin: Nov 1 (charged $14.99 instead of $29.99)

Cancel downgrade:

• Changed your mind? Click "Cancel Downgrade" before billing date
• You'll stay on Pro plan
• No downgrade will occur

---

Canceling Your Subscription

Before You Cancel

Consider:

• ⏸️ Downgrade instead? - Keep basic access at lower cost
• 📞 Talk to us - We might be able to help with whatever issue you're facing
• 💾 Export data - Get your reports and data before canceling
• 📅 End of cycle - You've already paid for this month

How to Cancel

1. Go to Settings → Billing
2. Scroll to bottom of page
3. Click Cancel Subscription
4. Tell us why you're leaving (helps us improve)
5. Confirm cancellation
6. Cancellation takes effect at end of billing cycle

What Happens After Cancellation

Immediately:

• Cancellation confirmed
• You keep access until end of billing period
• No future charges will occur

At end of billing cycle:

• Account moves to "Canceled" status
• You can no longer log in
• Clients can no longer access portal
• QuickBooks connection deactivates

Your data:

• ✅ Retained for 90 days (grace period)
• ✅ Can reactivate during grace period (all data restored)
• ❌ After 90 days: Data permanently deleted

Reactivating After Cancellation

Within 90 days:

1. Log in to ClientSynq (or go to clientsynq.com)
2. Click Reactivate Account
3. Choose your plan
4. Enter payment method
5. All data, settings, and clients restored immediately

After 90 days:

• Must sign up as new account
• Previous data is gone
• Need to reconnect QuickBooks
• Need to re-invite all clients

---

Payment Methods

Managing Your Payment Method

Update credit card:

1. Settings → Billing
2. Click Update Payment Method
3. Enter new card details
4. Click Save
5. Future charges use new card

Payment methods accepted:

• ✅ Credit cards (Visa, Mastercard, Amex, Discover)
• ✅ Debit cards
• ❌ PayPal (not currently supported)
• ❌ Bank transfer (Enterprise custom billing only)

Failed Payments

What happens:

1. Payment fails on billing date
2. We retry automatically in 3 days
3. Email notification sent to you
4. If still fails: Retry in 7 days
5. After 3 failed attempts: Account suspended

Suspended account:

• You can log in (view-only)
• Clients cannot access portal
• QuickBooks sync stops
• Update payment method to reactivate

To fix:

1. Go to Settings → Billing
2. Update payment method
3. Click Retry Payment
4. Account reactivates immediately

---

Billing Cycle & Invoices

Understanding Your Billing Cycle

Monthly billing:

• Charged on same date each month
• Example: Signed up Oct 15 → Billed 15th of every month
• Can cancel or downgrade anytime (effective next cycle)

Annual billing (coming soon):

• Pay for 12 months upfront
• 17% discount (2 months free)
• Committed for full year

Viewing Past Invoices

1. Settings → Billing
2. Scroll to Billing History
3. Click any invoice to view or download PDF

Invoice includes:

• Billing date
• Plan name
• Amount charged
• Payment method (last 4 digits)
• Receipt number

Download all invoices:

• Click Download All button
• Useful for accounting/bookkeeping
• Exports as ZIP file

---

Subscription FAQ

Can I change plans multiple times?

Yes, but:

• Upgrades: Immediate, unlimited
• Downgrades: Only one pending downgrade at a time
• Must wait for downgrade to complete before requesting another change

Will I lose my data if I downgrade?

No - All your data is retained:

• Clients remain in system
• Invitation history preserved
• QuickBooks connection intact
• You just lose access to premium features

Can I pause my subscription?

Not officially, but you can:

• Downgrade to Basic ($14.99) to minimize costs
• Or cancel and reactivate within 90 days

What if I'm on annual billing?

Downgrades:

• Takes effect at end of annual period
• No refunds for remaining months

Cancellations:

• No refund (you committed to the year)
• Access continues until end of annual period

Do you offer refunds?

No refunds except:

• Charged in error (technical issue)
• Duplicate charges
• Within 7 days of first signup (satisfaction guarantee)

Contact support if you believe you qualify for refund

Can I transfer my subscription to someone else?

Yes:

1. Go to Settings → Account
2. Click Transfer Ownership
3. Enter new owner's email
4. They accept transfer
5. Billing transfers to their payment method

Or: Cancel and have them sign up new

---

Enterprise Subscriptions

How Enterprise Billing Works

Different process:

• Custom pricing based on needs
• Annual contracts (typically)
• Invoice billing available (no credit card required)
• Dedicated account manager handles billing

To discuss:

• Contact us
• Schedule a call with sales team
• We'll create custom proposal

Enterprise Contract Terms

Typical terms:

• 12-month minimum commitment
• Monthly or annual payment options
• Custom feature development available
• Service level agreements (SLA)
• Dedicated account manager included

---

Getting Help with Billing

Contact Billing Support

For billing questions:

• Contact support
• Include:
  • Your account email
  • Invoice number (if applicable)
  • Question or issue

Response times:

• Basic: 48 hours
• Pro: 24 hours
• Enterprise: 4 hours

Common Billing Issues

"I was charged twice":

• Check if you have multiple accounts
• May be a failed payment retry
• Contact support with invoice numbers

"Wrong amount charged":

• Mid-cycle upgrade = pro-rated charge
• Check billing history for details
• Contact support if still incorrect

"Can't update payment method":

• Try different browser
• Disable browser extensions
• Contact support if issue persists

---

Related Articles

• Upgrading or Downgrading Plans
• Pro Plan Features Overview
• Enterprise Plan Features Overview
• Team Member Management (Pro/Enterprise)

---

Still Have Questions?

Need help with your subscription? Contact our support team - We're here to help!

---

Last Updated: October 26, 2025
Applies to: All plans