How to manage your Intercom subscription

Learn how to change plans and manage your seats and add-ons whether you pay monthly or yearly.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

This article refers to our new pricing plans. If you joined Intercom before November 15, 2023, this information may not apply to you. For information about one of our legacy plans, please log in to view these articles instead, or contact us through the Messenger.

Note:

  • Customers on the Expert plan or on contracts need to contact us through the Messenger to make a change.

  • To upgrade to the Expert plan or get access to Premier Support, Premier Onboarding, and Custom API rate limits, you'll need to talk to sales.


If you pay monthly for your subscription

With a pay monthly subscription (no contract), upgrading from Essential or downgrading from Advanced is easily managed from Billing > Subscription.

Upgrade your plan

To upgrade your plan on a pay monthly subscription, click on your avatar in the bottom left to open the menu, then click on Billing.

Below your current plan, select View upgrade options.

Here, you'll be able to:

  • Select the Advanced plan and then click Upgrade now, or

  • Select the Expert plan and click Chat with sales.

Add Proactive Support Plus

If you’re looking to enhance your Proactive Support messaging, you can purchase Proactive Support Plus as an optional add-on to your monthly subscription.

This add-on can be added to your plan by creating a new message from Proactive Support and clicking on the purple upgrade icon next to the following message types: Post, Mobile Push, Carousel, Product Tour, or Survey.

Proactive Support Plus usage can incur additional charges via Messages Sent.

Downgrade your plan

To downgrade your plan on a pay monthly subscription, click on your avatar in the bottom left to open the menu, then click on Billing.

Below your current plan on the Subscription page, select View upgrade options.

Here, you'll be able to select the Essential plan and then click Downgrade now.

Note:

  • If you downgrade from a monthly plan with lite seats to one without (e.g. from Advanced to Essential) all your lite seats will be converted to full.

  • If you’re currently on the Expert plan and would like to downgrade to another plan, contact your Account Manager.

Remove Proactive Support Plus

To remove Proactive Support Plus from a pay monthly subscription (no contract), go to Billing and select Subscription.

Simply click Manage Add-On and then select Remove product to remove it from your current plan.

Once removed, you’ll retain access to the Proactive Support Plus add-on until the end of your current billing period and you won’t be billed for this add-on in the next period.

If you have a contracted subscription, you'll need to contact your Account Manager about removing Proactive Support Plus.


If you pay yearly for your subscription

With an annual subscription, you can upgrade your plan, add seats, and manage add-ons from the Manage subscription page.

Upgrade your plan

To upgrade from Essential to Advanced on a pay yearly subscription, click on your avatar in the bottom left to open the menu, then click on Billing.

Now click on Manage subscription from the left menu.

Under Your plan you'll be able to select Advanced and see the estimated upgrade cost if you choose to upgrade your plan (with your current number of seats).

Note:

  • Upgrades will be applied immediately and billed on a prorated basis.

  • The estimate is based on the remaining time in your billing period. The exact total including any applicable taxes will be calculated on your invoice.

  • All prices are shown in USD.

Add yearly seats

You can increase the seats available on your annual subscription by navigating to Billing > Manage subscription and clicking on Seats.

Here, you can increase the Full seats (billed yearly) and see an estimated upgrade cost of adding these seats to your yearly subscription before clicking Purchase upgrade.

Note:

  • It's not possible to remove yearly seats you've added to your subscription.

  • Upgrades will be applied immediately and billed on a prorated basis.

  • The estimate is based on the remaining time in your billing period. The exact total including any applicable taxes will be calculated on your invoice.

  • All prices are shown in USD.

Add Proactive Support Plus

If you’re looking to enhance your Proactive Support messaging, you can purchase Proactive Support Plus as an optional add-on to your yearly subscription.

This add-on can be included in your yearly subscription by navigating to Billing > Manage subscription and clicking on Add-ons.

Here, you can select Proactive Support Plus and see an estimated upgrade cost before clicking Purchase upgrade.

Note:

  • Upgrades will be applied immediately and billed on a prorated basis.

  • Proactive Support Plus usage can incur additional charges via Messages Sent.

  • The estimate is based on the remaining time in your billing period. The exact total including any applicable taxes will be calculated on your invoice.

  • All prices are shown in USD.

Downgrade your plan

It's not possible to downgrade your plan if you're on a pay yearly subscription. We’ll email you before your subscription renews to see if you want to change your subscription.

Remove Proactive Support Plus

It's not possible to remove Proactive Support Plus if you're on a pay yearly subscription. We’ll email you before your subscription renews to see if you want to change your subscription.


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