Managing Your Cloud Plan: Upgrades, Downgrades, Grace Period, and CancellationUpdated 2 days ago
This article explains what happens when you upgrade or downgrade your Cloud plan, how cancellations work, what a Grace Period means if a payment doesn’t go through, and how AI Credits are affected. Our goal is to be transparent, fair, and help you avoid surprises. If you ever get stuck, contact us and we’ll help.
Key terms (quick definitions)
Upgrade
Moving to a higher plan (example: Basic → Pro).
Downgrade
Moving to a lower plan (example: Pro → Basic) or moving to Pay-As-You-Go.
Cancel
Stopping future renewals. Your plan typically stays active until the end of the current billing cycle.
Grace Period
A limited period (up to 30 days) after a subscription expires due to non-payment, giving you time to fix payment and continue.
AI Credits
Prepaid balance used for AI services and eligible usage-based charges.
Upgrading your plan
What happens when you upgrade
Upgrades take effect immediately after you confirm.
Your plan features, storage limits, and AI pricing update right away.
Your existing events/data/configurations stay intact.
How billing works
You are charged the price difference for the remaining billing period.
No refunds or credits are provided for unused time on the prior plan.
How to upgrade
Go to Cloud > Billing and select the new plan.
If you’re unsure which plan fits your usage, contact us and we’ll recommend the best option based on your needs.
Downgrading your plan
Downgrade from Pro to Basic (non-destructive)
Pro-only features are disabled.
Your events and data remain available (subject to Basic plan limits and storage allowances).
No automatic data deletion occurs.
How to downgrade: Cloud > Billing
Downgrade to Pay-As-You-Go (Important: destructive)
If you downgrade from Pro or Basic to Pay-As-You-Go, it is a destructive action:
All events and event-related data are immediately and permanently deleted after explicit confirmation.
Deleted data cannot be recovered.
AI Credits are retained and remain available for future use.
Why we offer this option
Some customers want to pause monthly/yearly subscriptions but keep their account and credits available for later. Pay-As-You-Go lets you keep credits and upgrade again anytime, but it requires removing stored events/content.
How to downgrade: Cloud > Billing
Before you confirm, we recommend:
Download/export anything you want to keep.
Make sure you understand that events and related data will be deleted.
Cancellation (stopping future renewals)
What cancellation means
Canceling stops future renewals.
Your services typically remain active until the end of the current billing cycle (unless you downgrade earlier).
Where to cancel:
Cloud plan cancellations: Cloud > Billing
License/support cancellations: Cloud > Licenses
Important note
Stopping usage or “not logging in” does not cancel subscriptions automatically. Cancellation must be completed through the billing settings.
Grace Period (when payment fails or a renewal doesn’t go through)
A Grace Period may occur when:
Your Cloud subscription expires because the renewal payment did not go through, and
You did not renew or cancel.
What happens during Grace Period
Your online galleries go offline.
Your account is marked for termination.
You have up to 30 days to update payment and renew.
If you pay during the Grace Period
Your Cloud access continues.
Your online galleries will go back online.
If you do not pay within the Grace Period
Your account may be terminated.
Your data may be deleted according to the policy.
Notifications during Grace Period
We will send email notifications (and SMS if enabled/available) to help you avoid disruption, including reminders as the deadline gets closer.
If you ever see a payment issue and want help immediately, contact support and we’ll assist.
AI Credits and how they’re affected
AI Credits basics
AI Credits are prepaid and can be used for AI services and eligible usage-based charges.
Credits are non-refundable and have no cash value.
What happens to credits in common scenarios
Upgrade plan: credits remain in your account.
Downgrade Pro → Basic: credits remain in your account.
Downgrade to Pay-As-You-Go (destructive): credits are retained (events/data are deleted).
Account deletion: unused AI Credits are permanently deleted.
Account deletion (Important)
Account deletion is irreversible and results in:
Permanent deletion of all events and stored data
Permanent deletion of all unused AI Credits
Loss of access to all services and licenses
If your goal is simply to pause, we strongly recommend Pay-As-You-Go instead of deleting the account, because it preserves your AI Credits and lets you upgrade again later (after you delete events/content as part of that downgrade).
Need help?
If you want us to review the best option for your situation (upgrade, downgrade, billing issue, grace period, or cancellation), contact us: