Managing Your Subscription

Your CallMeter subscription controls your plan tier, billing interval, and access to platform features. This guide covers every aspect of subscription management, from viewing your current plan to handling cancellations and addons.

Viewing Your Current Plan

Navigate to Settings > Billing to see your subscription overview:

• Current plan -- The plan name and tier you are subscribed to
• Billing interval -- Monthly or annual
• Subscription status -- Active, Trialing, Past Due, Paused, Cancelled, or Expired
• Current period -- Start and end dates of your current billing cycle
• Audio/video usage -- Minutes consumed vs. plan allocation, with progress bars
• Credit balance -- Remaining prepaid credits
• Next payment -- Amount and date of the upcoming charge

Subscription Statuses

Your subscription moves through the following statuses during its lifecycle:

Status Transitions

Trialing (7-day trial)
  |
  |-- Add payment method --> Active
  |-- Trial ends without payment --> Expired (reverts to Free)

Active
  |-- Payment fails --> Past Due
  |-- Cancel requested --> Cancelled
  |-- Pause requested --> Paused

Past Due
  |-- Payment retried successfully --> Active
  |-- 14 days unpaid --> Expired

Cancelled
  |-- Reactivate before period ends --> Active
  |-- Period ends --> Expired

Paused
  |-- Resume --> Active

Expired
  |-- Subscribe to new plan --> Active (or Trialing)

Upgrading Your Plan

Upgrading moves you to a higher-tier plan with increased limits and additional features.

1. Navigate to Settings > Billing
2. Click Change Plan
3. Select the plan you want to upgrade to
4. Choose your billing interval (monthly or annual)
5. Review the prorated charges -- CallMeter shows a detailed breakdown before you confirm
6. Confirm the upgrade

How Proration Works on Upgrades

CallMeter uses usage-based proration rather than day-based proration. When you upgrade mid-cycle:

1. Your consumed usage (audio and video minutes) for the current period is calculated
2. The value of your consumed usage is determined using the overage rates
3. A credit is calculated for the unused portion of what you paid for the current period
4. The new plan is charged at its full rate
5. Your proration credit is applied to reduce the immediate charge

This approach is fairer than day-based proration because it accounts for how much of your allocation you actually used, not just how many days have passed.

Example: You are on the Starter plan ($99/month) and have used 500 of your 2,000 audio minutes. You upgrade to Pro ($249/month) on day 15. Your proration credit is based on the value of the 1,500 unused minutes, not on the 15 remaining calendar days.

Preview Before Confirming

Before you confirm an upgrade, CallMeter shows:

• The new plan name and price
• Your current usage in the billing period
• The proration credit you will receive
• The net amount you will be charged immediately
• Your new billing cycle dates

Downgrading Your Plan

Downgrading moves you to a lower-tier plan. Unlike upgrades, downgrades are deferred until the end of your current billing period.

1. Navigate to Settings > Billing
2. Click Change Plan
3. Select the lower plan
4. Review the change summary
5. Confirm the downgrade

A pending change banner appears on your billing page showing the scheduled plan change and when it takes effect.

Why Downgrades Are Deferred

Since you have already paid for the current billing period, CallMeter lets you keep your current plan benefits until that period ends. The downgrade is applied automatically when the next billing cycle begins.

Cancelling a Pending Downgrade

If you change your mind before the billing period ends:

1. Navigate to Settings > Billing
2. Find the pending change banner at the top of the page
3. Click Cancel Pending Change
4. Your current plan continues without interruption

Review Your Limits Before Downgrading

Before downgrading, check whether your current usage would fit within the lower plan's limits:

• Do your active probes exceed the lower plan's probe limit?
• Do your deployed workers exceed the lower plan's worker limit?
• Does your typical monthly usage exceed the lower plan's minute allocation?

If your current usage exceeds the lower plan's limits, you may experience service restrictions when the downgrade takes effect. Probes and workers beyond the new plan's limits will not be automatically removed, but you will not be able to create new ones until you are within limits.

Changing Billing Interval

You can switch between monthly and annual billing:

• Monthly to Annual -- The change takes effect immediately. You pay the annual rate (approximately 16% savings) and begin a new 12-month billing cycle. This is treated as a positive-cashflow change, so it applies right away.
• Annual to Monthly -- This is treated as a deferred change. The switch takes effect at the end of your current annual period to avoid losing the value of your prepayment.

Cancellation

Cancelling your subscription does not immediately remove access. You retain your current plan features and limits until the end of the billing period.

How to Cancel

1. Navigate to Settings > Billing
2. Click Cancel Subscription
3. Optionally provide feedback on why you are cancelling (this helps us improve)
4. Confirm the cancellation

After Cancellation

• Your status changes to Cancelled
• Access continues until the current billing period ends
• Any pending plan changes are voided
• At period end, your status changes to Expired and limits revert to the Free plan
• Your data is retained according to the Free plan retention policy (7 days)
• Your credit balance is preserved

Reactivating a Cancelled Subscription

If you cancelled but the billing period has not yet ended:

1. Navigate to Settings > Billing
2. Click Reactivate Subscription
3. Your plan continues as if the cancellation never happened
4. No additional charge is made -- you already paid for the current period

If your subscription has already expired, you need to subscribe to a new plan. Your previous credit balance will become available again once you resubscribe.

Pausing Your Subscription

If you need a temporary break without fully cancelling:

1. Navigate to Settings > Billing
2. Click Pause Subscription
3. Confirm the pause

While Paused

• Billing stops; you are not charged during the pause period
• Testing capabilities are restricted -- you cannot run new tests
• Existing data is retained
• Your credit balance is preserved
• Scheduled probes are suspended
• You can resume at any time

Resuming

To resume, return to the billing page and click Resume Subscription. Billing resumes from the date you unpause, starting a new billing period.

Payment Methods

Adding a Payment Method

1. Navigate to Settings > Billing
2. Click Manage Payment or Update Payment Method
3. You are redirected to the secure payment portal
4. Enter your card details
5. Save the payment method

CallMeter supports major credit and debit cards. All payment processing is handled through a secure, PCI-compliant payment portal.

Updating Your Payment Method

Follow the same steps as adding a payment method. The new card replaces the existing one for all future charges, including subscription renewals, credit purchases, and auto-reload.

Invoices and Billing History

All invoices are accessible from the billing page:

1. Navigate to Settings > Billing
2. Scroll to the Invoices section
3. View or download any invoice as PDF

Each invoice includes:

• Plan charges for the billing period
• Overage charges (if applicable)
• Credit purchases
• Addon charges
• Proration adjustments (if you changed plans mid-cycle)
• Tax (where applicable)

Invoices are generated at the end of each billing period and when you make a mid-cycle plan change.

Failed Payments

If a payment fails, your subscription moves to Past Due status. CallMeter retries the payment automatically over the following days:

During the Past Due period, your plan remains fully functional. Update your payment method promptly to avoid service interruption.

Addons

Addons extend your subscription with additional capacity beyond what your base plan includes. They are purchased separately and billed alongside your subscription.

Probe Packs

If you need more scheduled probes than your plan allows, purchase Probe Packs to increase your probe limit. Each pack adds a fixed number of additional probe slots to your organization.

Probe packs are useful when you want continuous monitoring across many SIP endpoints but your plan's probe limit is not sufficient.

Worker Licenses

For on-premise testing behind firewalls or in private networks, Worker Licenses allow you to deploy CallMeter workers on your own infrastructure. Each license grants you the ability to run a worker with a specified number of concurrent endpoints.

Worker licenses are available on the Business plan and above. They can be activated and cancelled independently of your main subscription.

Each license tier includes different support levels:

• Standard -- Email support, 99.5% SLA, basic monitoring
• Professional -- Priority support, 99.9% SLA, real-time monitoring, capacity alerts
• Enterprise -- 24/7 dedicated support, 99.99% SLA, custom monitoring dashboards, dedicated account manager

Endpoint Packs

Endpoint Packs increase the number of concurrent endpoints available to your on-premise workers, letting you scale beyond the default allocation of your worker license tier. Each pack adds 50 additional endpoint slots.

Managing Addons

1. Navigate to Settings > Billing > Addons
2. Browse available addons
3. Click Purchase on the addon you need
4. The addon is activated immediately
5. To cancel an addon, click Cancel next to the active addon

Addon charges appear on your next invoice alongside your plan charges.

Frequently Asked Questions

What happens to my data if my subscription expires? Your data is retained according to the Free plan retention policy (7 days). You can access it in read-only mode. To resume full functionality, subscribe to a paid plan.

Can I get a refund if I cancel early? Contact our support team to discuss refund requests. Refunds are handled on a case-by-case basis.

How do I update my billing email? The billing email defaults to the organization owner's email. Update it from Settings > Organization.

Are there setup fees? No. All plans start with no setup or activation fees.

Can I have multiple active addons? Yes. You can purchase multiple probe packs, worker licenses, and endpoint packs as needed. They stack -- each additional addon increases your capacity.

What happens to my addons if I downgrade? Addons remain active independently of your plan tier. However, some addons (such as worker licenses) require a minimum plan tier (Business or above). If you downgrade below the required tier, those addons may be suspended.

Is there a limit to how many times I can change plans? There is a 24-hour cooldown between plan changes to prevent abuse. You cannot change plans while a test is actively running.

Can I pause just one addon without pausing my entire subscription? Yes. Addons can be cancelled individually without affecting your main subscription.

Next Steps

• Plans and Pricing -- Compare plan features and limits
• Credits and Overages -- Manage usage beyond plan limits