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Short answer: Go to Settings → Plan & billing and press Manage billing. Moving up happens straight away; moving down happens when your billing period ends.
  • Move up: you pay the difference for the rest of your billing period, and get the extra credits for the rest of the month.
  • Move down: you keep your plan and your credits until your billing period ends, then the cheaper plan starts. Nothing is refunded and nothing is taken back.
  • Pay less often: switch to quarterly or yearly under Billing period. You pay that day for the new period, less a credit for the time left on your current one.
  • Cancel: use Manage on Stripe. Your plan runs to the end of the paid period, then plan credits stay usable for 30 days.
You can move between plans whenever you want. Moving up is charged straight away, for the rest of the period you have already paid for. Moving down waits until that period ends, so you always get what you paid for.

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Where to do it

Go to Settings → Plan & billing and press Manage billing. That opens a panel with the plans in it. Pick the one you want — that is the place to change plan. The panel lists the paid plans only. There is no “switch back to Pay as you go” button, because stopping a plan is cancelling rather than switching. That is covered further down.

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If you move up a plan

Moving up happens straight away. You pay the difference between the two plans for the rest of your billing period, and the panel shows the exact amount before you confirm. Your billing date stays the same. Once that is paid, the extra credits for the rest of this month land in your balance. Move from Hook to Riff halfway through the month and you get half of Riff’s 350 extra credits. From your next monthly credits, you get Riff’s full amount every month. If the payment does not go through, nothing changes.

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If you move down a plan

Moving down waits until your current billing period ends. Until then you keep your plan, everything that comes with it, and every credit you have. Nothing is refunded for the rest of the period, and no credits are taken back. When the period ends, the cheaper plan starts. Your bill becomes its price, and your monthly credits become its amount from your next monthly credits. The panel shows the date before you confirm. Changed your mind? Open the same panel. Your current plan shows the date it changes, and a Keep button that cancels the move. Anything you are still holding above your new plan’s three-month ceiling stays in your account. You keep it. You stop collecting new monthly credits until you have spent back under the ceiling.

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If you change how often you pay

You can pay monthly, quarterly (every 3 months) or yearly. To pay less often, open the same panel and look under Billing period. You can go from monthly to quarterly or yearly, and from quarterly to yearly. Paying less often on a cheaper plan counts as moving down: it starts when your current period ends.
  • You pay that day for the whole new period, less a credit for the time left on the period you are in. If you changed plan earlier in that period, the difference is settled on the same bill.
  • The panel shows the exact amount first. Nothing changes until you press the button with the amount on it.
  • Your new billing period starts that day.
  • Your credits keep arriving every month. From then on, they are counted from the day you switch.
  • That can move your next credits by a few days or weeks. You get the credits for those days straight away.
  • If the payment does not go through, nothing changes.
If you have a discount running on your plan, the panel says so. You can move to a longer period once the discount ends. Going the other way, to a shorter period, is not done in the app. Email support@ugcfirst.com and we will set it up for when your current period ends.

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If you cancel

Cancel through Manage on Stripe, inside the same panel — it is the link marked for invoices, payment method and cancellation. After you cancel:
  • Your plan runs until the end of the period you have already paid for. The app shows you that date.
  • On that date you go back to Pay as you go, and anything that came with the plan stops. The presenters you can pick for avatar videos are a plan feature, so those go first.
  • Your remaining plan credits stay usable for 30 days from that date — not from the day you press cancel. After that they expire.
  • Pack credits are not affected at all. They stay, and they do not expire.
You can start a plan again at any time from the same panel.