Downgrading your Document360 subscription plan moves your account to a lower-tier plan with a reduced set of features, user limits, and storage. This is useful when you want to reduce costs or when your team's needs have changed. The downgrade takes effect immediately, and a prorated credit for the unused portion of your current billing cycle is applied to your account.
Before you begin
- You must have the Owner portal role, or View and Update permissions for Billing & invoice, to change your plan.
- User count — Ensure your active team member count fits within the lower plan's user limit. You will be prompted to select which users to retain if you exceed the limit.
- Storage — You will retain existing files but cannot add new ones if you have exceeded the lower plan's storage limit.
- Workspaces and languages — You will be asked to select which workspaces and languages to keep if you exceed the lower plan's limits.
If you subscribed to Document360 before 31 August 2024, you are on a legacy pricing plan and cannot change your plan directly through the portal. See Downgrading a legacy pricing plan for instructions.
How to downgrade your subscription plan
- Navigate to Settings () > Knowledge base portal in the left navigation bar.
- In the left navigation pane, select Billing. The My plan tab opens by default.
- Click Change plan.
The available plans are Professional, Business, and Enterprise. - Scroll down to the Compare plans and features section to review a detailed comparison of all plans and features.
- Select your preferred plan and click the Let's talk button.
The Document360 sales team will contact you to complete the downgrade, typically within two working days.
If any features from your current plan are not included in the lower-tier plan, the sales team will inform you whether they are available as add-ons. If not available as add-ons, you will be notified that they will no longer be accessible.
How to downgrade a legacy pricing plan
If you subscribed before 31 August 2024, your plan is a legacy plan and requires support team assistance to downgrade.
- Navigate to the Billing page.
- Select Change plan.
- On the Change plan page, click the Let's talk button below the required plan.
- Click Raise Request on the confirmatory pop-up.
This triggers a request to the support team. They will review your request and guide you through the downgrade process within two working days.
If you need further assistance or have specific questions about your legacy plan, reach out to the support team via email, live chat, or phone.
Plan comparison: what you lose when downgrading
Enterprise to Business
Storage and user access
| Feature | Enterprise plan | Business plan | Impact |
|---|---|---|---|
| Storage | More storage | Less storage | You retain existing files but cannot add new ones if you exceed the new limit. |
| Team access | More users | Fewer users | You will be prompted to choose which users to retain. You can purchase additional accounts to keep existing ones. |
| Reader capacity | Unlimited | Limited | Any purchased add-on reader count carries forward. |
| Reviewers | More reviewers | Fewer reviewers | You will be prompted to choose which reviewers to retain. You can purchase additional reviewer accounts to keep existing ones. |
Feature adjustments
| Feature | Enterprise plan | Business plan | Impact |
|---|---|---|---|
| AI tools | All AI features | AI Search (limited credits) | You retain access to AI features with reduced credits. Eddy AI Search credits reset for the upcoming month. Add-ons carry forward. |
| Exclusive features | Sandbox, IP restriction | No access | You lose access to decision trees, the sandbox environment, and IP restrictions. |
| Security | SSO, health check, security and audit logs | Security and audit logs only | SSO (SAML/OpenID, JWT) is no longer available. Health check and migration support services may be limited. |
Content and add-ons
| Feature | Enterprise plan | Business plan | Impact |
|---|---|---|---|
| Workspaces | More workspaces | No additional workspaces | You will be prompted to choose which workspaces to keep. |
| Languages | More languages | Fewer languages | You will need to select which languages to retain. |
| Translation credits | More characters | Fewer characters | Translate with Eddy AI credits carries 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
Storage and user management
| Feature | Business plan | Professional plan | Impact |
|---|---|---|---|
| Storage | More storage | Less storage | You retain existing files but cannot add new ones if you exceed the new limit. |
| Team access | More users | Fewer users | You will be prompted to choose which users to retain. You can purchase additional accounts to keep existing ones. |
| Reader capacity | More readers | Fewer readers | The top list of readers or recently logged-in users will be retained. |
| Reviewers | More reviewers | Fewer reviewers | You will be prompted to choose which reviewers to retain. You can purchase additional reviewer accounts to keep existing ones. |
Features removed
| Feature | Business plan | Professional plan | Impact |
|---|---|---|---|
| Workflow tools | Workflow designer and assignments available | No workflow designer or assignments | Workflow tools are removed. You can no longer create or manage workflows. |
| Analytics | Advanced analytics features | Basic analytics only | Advanced analytics are removed. Only basic metrics will be available. |
| Integrations | API tokens and integrations (e.g., Freshdesk, Zendesk) | Limited or no API tokens, fewer integrations | API tokens and certain integrations are removed, reducing your ability to connect with third-party tools. |
AI and search capabilities
| Feature | Business plan | Professional plan | Impact |
|---|---|---|---|
| AI credits | Monthly Eddy AI Search credits | Not supported | AI Search credits are removed, impacting AI-powered search. |
| Search features | Full Eddy AI Assistive Search and article summariser | Basic search only | You lose access to Eddy AI Assistive Search and article summarisation. |
Enterprise to Professional
Downgrading from Enterprise to Professional removes all features listed in both the Enterprise to Business and Business to Professional sections above.
Limits and limitations
The following items are affected across all downgrade paths:
| Item | Behaviour after downgrade |
|---|---|
| Articles | All existing articles are retained, but new articles cannot be created if the limit is exceeded. |
| Tags | Existing tags can be edited, updated, or deleted, but new tags cannot be created. |
| Feedback Manager | Received feedback is retained, but the feedback option becomes inactive in Article settings & SEO. |
| PDF Export | Previously created PDF templates remain usable for article downloads, but new templates cannot be created. |
| Widgets | Only Business and Enterprise plans support up to 10 widgets. |
| Custom JS/CSS | Existing code is retained but cannot be edited or saved. |
Cancelling your subscription
To cancel your Document360 subscription, contact the support team at support@document360.com or reach out to your dedicated customer success manager.
Before cancelling, download all invoices from the Invoice history tab, export your content, and notify your team members.
FAQ
Will I lose access to my projects or articles during the downgrade?
No. You will not lose access to your current projects or articles. However, you may lose access to certain features or exceed storage limits associated with the higher plan. Your data remains secure. Review your data and feature usage before downgrading to ensure compatibility with the new plan.
Can I upgrade again after downgrading?
Yes. You can upgrade at any time through Settings > Billing > Change plan. The features and data limitations of the downgraded plan apply until you upgrade again.
What happens if I exceed the limits of the new plan after downgrading?
You will receive notifications and options to either upgrade back to your previous plan or adjust your usage to comply with the new limits.
How do I delete my Document360 account?
To delete your Document360 account, contact the support team at support@document360.com.