Choosing a lower-tier plan may mean that some key features will no longer be included. This guide will help you understand what happens when you downgrade your Document360 plan. You can downgrade your existing plan or subscription at any point.
NOTE
Only the Owner(s) can access the Billing features.
You can downgrade from
Pricing page
To downgrade from your current plan,
On the knowledge base portal, navigate to Settings > Knowledge base portal > Billing > My plan > Change plan to view the pricing page.
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On the pricing page, you’ll see all available plans: Free, Professional, Business, and Enterprise, along with their key features.
Click Compare plans and features to view the detailed comparison of all plans and features.
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You can choose between Annual and Monthly payment options:
Annual: Pay upfront for a year-long subscription. You’ll be billed on the same date each year that you started your subscription. This is the default option for all plans.
Monthly: Pay on a month-to-month basis. You’ll be billed on the same date each month that you started your subscription. This option is available only for the Professional plan.
NOTE
If you are currently on an Annual plan, you can only downgrade to another Annual plan. You cannot downgrade your subscription from Annual to Monthly.
Once you’ve selected your preferred plan, click the Downgrade button.
The Change plan page appears. Here, you can view the list of features that will be unavailable after you downgrade your plan.
Select the checkbox to provide your confirmation and proceed with downgrading and deleting additional configurations that are not available in your new plan.
You will be redirected to the Resolve conflicts page if you have features that are not available in the selected plan. You may have to remove them or purchase add-ons to retain them.
Click the Continue button to be redirected to the payment page to complete the process.
Each subscription plan has different limits on project versions and team accounts. Before downgrading, make sure your current project configuration and usage fit within the limits and features of the new plan. Keep in mind that certain features are only available in higher-tier subscriptions. For details on how a downgrade may affect your limits and features, please refer to our pricing page.
PRO TIP
For the Professional plan, choose the Annual plan instead of Monthly to reduce your subscription cost significantly. Comparing the per month cost of the plans gives a good idea of the Annual plan subscription.
For example, when you choose the Professional annual plan, you will be paying US$2388 per annum. Instead, if you choose the Professional monthly plan, you will be paying US$2988 (US$249*12) per annum. Comparing the per month cost of this plan, you can save upto US$600. You can utilize this saved amount for buying addons.
Payment page
On the Change plan page, enter the required details.
Only the Professional plan allows you to choose between a Monthly or Annual billing cycle. The rest of the plans are Annual by default.
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Amount due: The amount due includes the subscription plan cost and any added addons.
Enter payment details: Your card details, including the last four digits and expiry date, will be shown.
Billing address: Your billing address will be displayed. The Country field is mandatory.
In the Purchase add-ons section, click the Add button to add team accounts, versions, or storage.
Content: Add extra workspaces, languages, and API documentation workspaces using the "+" and "-" icons. The cost is prorated until the next billing cycle and displayed in the Plan cost section.
Storage: Add extra storage in 50GB increments with the "+" and "-" icons. The cost is prorated until the next billing cycle and shown in the Cost Details section.
User management: Add additional team accounts, readers and reviewers as needed using the "+" and "-" icons. The cost is prorated until the next billing cycle and displayed in the Cost Details section.
Extensions: In the Business plan, Crowdin and Phrase extensions can be purchased as add-ons. The Salesforce extension is available as an add-on in the Enterprise plan.
After choosing your required add-ons, click Continue.
If you want to change your plan, click Select a different plan in the top right corner to return to the pricing page.
Once all details are complete and no errors are displayed, click Make Payment to process your transaction.
NOTE
You cannot change the currency after your first transaction. For example, if you subscribed with AUD, you cannot switch to USD later.
After payment, you'll see a confirmation message with your chosen plan and transaction details, including invoice information and the next billing date. You can download the invoice.
NOTE
To check renewal details, go to Settings > Knowledge Base Portal > Billing > My Plan.
Plan comparison
The comparison of features and benefits you may lose while downgrading your plan are detailed in this section.
Enterprise to Business
When moving from the Enterprise plan to the Business plan, you will need to adapt to some changes in available features and capacities. Here are the changes that will take place:
Storage and user access
Features | Enterprise plan | Business plan | Impact |
|---|---|---|---|
Storage reduction | 500 GB | 100GB | You will retain your current file storage, but you will not be able to add more files if you've exceeded the new limit. |
Team access changes | 20 | 10 | You will be prompted to choose which team accounts to retain. You can purchase additional accounts to keep all existing ones. |
Reader capacity | Unlimited | 10000 | Any purchased add-on reader count will carry forward. |
Feature adjustments
Feature | Enterprise Plan | Business Plan | Impact |
|---|---|---|---|
AI tools | All AI features | AI Search (2,000 Credits) | You will retain access to AI features, but with reduced credits. Eddy AI Search will reset to 2,000 credits for the upcoming month. Add-ons will carry forward. |
Exclusive features | Sandbox, IP Restriction | No access | You will lose access to decision trees, the sandbox environment, and IP restrictions. |
Security changes | SSO, Health check, Security and audits logs | Security and audits logs | SSO (SAML/OpenID, JWT) will no longer be available. Health check and migration support services might be limited. |
Content and Add-ons
Feature | Enterprise Plan | Business Plan | Impact |
|---|---|---|---|
Workspace retention | 2 | 1 | You will be prompted to choose which workspaces to keep. |
Language options | 5 Languages | 3 Languages | You will need to select which languages to retain. |
Translation credits | 5 million Characters | 2 million Characters | Machine Translation credits will carry forward along with language selection. |
Extensions | Salesforce, Crowdin, Phrase included | Salesforce not available | Salesforce extension will no longer be available. Crowdin and Phrase will be available as add-ons. |
Business to Professional
When downgrading from the Business plan to the Professional plan, you will need to adjust to a more streamlined set of features.
Storage and user management
Features | Business plan | Professional plan | Impact |
|---|---|---|---|
Storage reduction | 100 GB | 50 GB | You will retain your current file storage, but you will not be able to add more files if you've exceeded the new limit. |
Team access changes | 10 | 5 | You will be prompted to choose which team accounts to retain. You can purchase additional accounts to keep all existing ones. |
Reader capacity | 10000 | 5000 | Top 5,000 or recently logged in will be retained |
Features removed
Features | Business Plan | Professional Plan | Impact |
|---|---|---|---|
Workflow Tools | Workflow designer and assignments available | No workflow designer and assignments | Workflow tools will be removed. You will no longer have access to create or manage workflows. |
Analytics | Advanced analytics features | Basic analytics features only | Advanced analytics will be removed. Only basic metrics will be available. |
Integrations | API tokens and integrations (e.g., Freshdesk, Zendesk) | Limited or no API tokens and fewer integrations | API tokens and certain integrations will be disabled, reducing your ability to connect with third-party tools. |
AI and search capabilities
Features | Business Plan | Professional Plan | Impact |
|---|---|---|---|
AI Credits | 2,000 Eddy AI Search credits | Not supported | Your AI Search credits will be removed, impacting the ability to perform AI-powered search. |
Search Features | Full Eddy AI Assistive Search and article summarizer | Basic search without Eddy AI and summarizer | You will lose access to Eddy AI Assistive Search and article summarization, reducing the search experience. |
Enterprise to Professional
When you downgrade from Enterprise to Professional plan, you will lose the advanced features from the Enterprise as well as the Business plans.
Professional to Free
When moving from the Professional plan to the Free plan, you will need to adjust to a more basic set of features. This transition requires careful planning to ensure you maintain your most critical content and functionalities.
Storage and content management
Features | Professional Plan | Free Plan | Impact |
|---|---|---|---|
Storage Reduction | 50 GB | 1 GB | Your storage will decrease significantly. You will retain existing files but cannot add more if over the new limit. |
Content Retention | Unlimited | Limited | Existing content will be retained, but you won't be able to add new articles beyond Free plan limits. |
Feature Limitations | Scheduled publishing, article archiving | None | Scheduled publishing and article archiving will be disabled. |
Team and user access
Features | Professional Plan | Free Plan | Impact |
|---|---|---|---|
Collaboration | Team accounts, reviewer roles | None | Team accounts and reviewer roles will be removed. Existing reviewers will have restricted access. |
Reader Capacity | 5,000 readers | 1,000 readers | Reader capacity will be significantly reduced, retaining only the top 1,000 or most recently active readers. |
Features removed
Features | Professional Plan | Free Plan | Impact |
|---|---|---|---|
Analytics | Available | Not available | You will lose access to all analytics features, reducing insights into your content's performance. |
Customization | Custom domains, branding options | Standard subdomain | Custom branding and domains will be removed, reverting to a standard Document360 subdomain. |
AI Features | AI Writer, AI Search | Not available | AI Writer and AI Search capabilities will no longer be accessible, impacting content creation and search efficiency. |
Business to Free
When you downgrade from Business to Free plan, you will lose the advanced features from the Business as well as the Professional plans.
Enterprise to Free
When you downgrade from Business to Free plan, you will lose the advanced features from the Enterprise, Business, as well as the Professional plans.
Downgrading for users on legacy pricing plans
If you are on a legacy pricing plan—meaning you subscribed before this date—you will not be able to change your plan directly through the portal. Downgrading requires assistance from our support team.
Here’s how you can proceed:
Navigate to the Billing page.
Select Change plan.
On the Change plan page, click the Contact us button next to the required plan.
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Click Raise Request on the confirmatory pop-up.
This will trigger a request to our support team. They will review your request and guide you through the downgrade process within two working days. They will also handle the transition to the new plan, ensuring a smooth experience.
Note: If you need further assistance or have specific questions about your legacy plan, you can always reach out to our support team via email, live chat, or phone.
Important considerations for all downgrades
Data retention: Your existing data will be retained where possible, but you may lose access to it if it exceeds the lower plan's limits.
Feature access: You will lose access to features not included in the lower plan immediately upon downgrade.
Add-ons: Any add-ons you've purchased will be carried forward if they're compatible with the lower plan.
Article Count: All existing articles will be retained, but you will not be able to create new ones if you've exceeded the limit.
Tags: Existing tags can be edited/updated/deleted, but you cannot create new tags.
Feedback Manager: Received feedback will be retained, but the feedback option will be disabled in Article Settings & SEO.
PDF Export: You can continue using the previously created PDF templates for article downloads but cannot create new ones.
Widget: Only Business and Enterprise plans support up to 10 widgets.
Custom JS/CSS: Existing code will be retained but cannot be edited or saved.
Post-downgrade tips
Review your content: After downgrading, review your knowledge base to ensure your most important content is accessible and properly organized.
Update your workflows: Adjust your team's processes to work effectively within the new plan's capabilities.
Communicate changes: Inform your team and users about any changes in features or access that might affect them.
Monitor usage: Keep an eye on your storage and user limits to ensure you're staying within the new plan's boundaries.
Consider future needs: If you find the new plan too limiting, remember you can always upgrade again in the future.
Downgrading your plan does not mean a reduction in the quality or performance of the product. By carefully managing your resources and focusing on the most critical content and features, you can continue to maintain an effective knowledge base. If you need help downgrading your Document360 plan or have any questions, our support team is always here to assist you.
FAQs
What happens to my data if I downgrade my plan?
When you downgrade your plan, your existing data remains intact. However, you may lose access to certain features or storage limits associated with the higher plan. We recommend reviewing your data and feature usage to ensure compatibility with the new plan.
Will I lose access to any features after downgrading?
Yes, downgrading may result in losing access to features specific to the higher plan. We provide a list of features included in each plan so you can understand what you’ll have access to before making the change. For more information, see Document360 pricing.
Can I revert to my previous plan if I downgrade and later decide I want the higher plan again?
Yes, you can upgrade back to your previous plan at any time. However, please note that any features or data limitations of the downgraded plan will apply until you upgrade again.
How does downgrading affect my billing and payments?
Upon downgrading, your billing will be adjusted according to the new plan’s pricing. You’ll receive a prorated credit for the unused portion of your previous plan, depending on your billing cycle and company policy.
Will I lose access to my current projects or articles during the downgrade process?
No, you will not lose access to your current projects or articles. However, certain features tied to the higher plan may become inaccessible, but your data will remain secure.
What steps should I take before downgrading to ensure a smooth transition?
Review the feature list of your new plan, back up any critical data, and assess if you need to adjust your workflows. It’s also helpful to consult our support team if you have any specific concerns about the downgrade.
Can I downgrade my plan immediately, or is there a waiting period?
Downgrades are typically processed immediately. When you downgrade a subscription, the prorated cost of the current plan for the remainder of your current billing cycle will be added as credits if applicable. On renewal, your invoice will reflect the new subscription price.
Will there be any changes to my account settings or configurations after downgrading?
Your account settings and configurations will remain the same, but you may lose access to certain customization options or integrations available in your previous plan.
What if I exceed the limits of the new plan after downgrading?
If you exceed the limits of your new plan, you’ll receive notifications and options to either upgrade back to your previous plan or adjust your usage to comply with the new limits.