Available now on installHUB
This guide explains what changes when you move to a lower plan, or when a trial or subscription ends, and how to get everything working again. To change plan, add licences, cancel or subscribe again, see Manage your subscription plan.
Moving to a lower plan
Features your new plan doesn’t include stop working. Their screens stay visible, but using one opens Upgrade required, which lists the plans that include it. Most data in those features is kept and works again as soon as you upgrade.
A few features are reset when they’re removed, so you’ll set them up again after upgrading:
- Quote review: its settings, for your company and for each client, are deleted.
- Multiple countries: every operating country except your main one is switched off.
- PQQ: PQQ is switched off.
- Route planning and automatic assignment: scheduling goes back to manual, and calculated travel times on bookings are cleared.
When a trial or subscription ends
If a trial ends without a payment method, or a subscription expires or is cancelled, the account becomes read-only. Your data is kept.
- You can still sign in and view all your jobs and appointments, but you can’t make changes or create jobs. A Your subscription has expired popup offers Read only or Resubscribe.
- Account managers can still open the Subscription Plan page and activate or deactivate users.
- Field operatives can still sign in to the mobile app, but changes they save aren’t accepted.
- Customers can’t book their own visits, and a customer opening a quote link is told the quote is no longer available.
A card added after the subscription has ended doesn’t restore access on its own. Choose a plan on the Subscription Plan page to start a new subscription.
Online payments after a subscription ends
On the 1st and 16th of each month, installHUB disconnects the online payments (Stripe) account of any company without an active subscription, and emails its admins and account managers. Customers can’t pay by card until it’s reconnected. After you subscribe again, reconnect it in Payment Settings.
When a customer can’t pay by card
- “We could not start that payment”: the invoice is no longer awaiting payment, or your payments account isn’t connected in Payment Settings.
- “We could not reach the payment provider” or “The payment form could not be loaded”: the card form didn’t load on their device. Ask them to try again, or use another browser or device.
- “That payment could not be completed”, or a message about the card: their bank declined or didn’t authorise it. They can try again or use another card.
- Paid but still showing as unpaid: it can take a few minutes. Don’t ask them to pay again.
Card payments in the Customer Portal need a plan that includes them.
