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.
Customers on the Expert plan or on annual contracts need to contact us through the Messenger to make a change. To get access to the Expert plan and Premier Support, Premier Onboarding, and Custom API rate limits, you'll need to talk to Sales and sign an annual contract.
With a month-to-month subscription, upgrading from Essential or downgrading from Advanced is easily managed on your Subscription page.
Upgrade your plan
To upgrade from your current plan, 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 any plan you’re on.
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 from your current plan, 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 Essential plan and then click Downgrade now.
Note:
If you downgrade from a 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
If you’re on a month-to-month subscription (no contract), you can remove Proactive Support Plus from Billing under 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.
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