# Manage your subscription Section: Billing & Subscription Description: Find your way around Settings \> Billing and the Usage page: check and edit your subscription, see your add-ons, track usage, change billing details, and cancel or resume your subscription. Verified against Tidio panel 12.304.0 Last updated: 2026-11-08 Source: https://help.tidio.com/articles/manage-your-subscription/ If you're subscribed to one of our paid plans, you can manage and edit your subscription details (as well as the available packages) anytime in Tidio's **Billing** section. If you're using Tidio for free, you can still access this section to see more details about your usage. **In this article, you'll learn:** - [How to navigate the Billing section]() - [How to check and modify your subscription (paid packages)]() - [How to add or change add-ons]() - [How to check your Tidio usage over time]() - [How to change your billing details (invoicing and card) and download invoices]() - [How to cancel your subscription]() [Video]() Silent walkthrough. Find Billing in the Settings menu, check the Subscription and Billing details tabs, switch a Usage chart to cumulative usage, and open the Downgrade to Free? window without cancelling. 💡 **Please note:** if you're on the **Plus** or **Premium** plan (or another custom plan), your subscription is managed by our dedicated team, so you won't see the **Cancel subscription** button. Instead, the **Subscription** tab may show **Need to make changes to your plan? Contact your Customer Success Manager to cancel, upgrade, or modify your subscription** - just click on **Contact us** to email our Customer Success team. You can also reach out to your dedicated manager directly, or to the Tidio support team at support@tidio.net. ## Navigating the Billing section To manage your Tidio subscription details, head over to the **Settings \> Billing** section: ![The Settings menu scrolled to the Project section, showing Billing (selected), Usage and Preferences]() Inside, you will find two **tabs**, each responsible for different aspects of your subscription: - **Subscription** (current packages, quotas, status, billing date, and add-ons) - **Billing details** (invoicing, card details, and US residency information) - you won't see this tab if you pay for Tidio through Shopify Your usage over time has its own page: **Usage**, right below **Billing** in the **Project** section of **Settings**. You can also open it from the **Usage and plan** menu at the top of the panel - just click on **View usage details**. ![The top of Settings \> Billing: the Subscription & Billing header with two tabs, Subscription (selected) and Billing details]() 💡 **Please note:** **Billing** and **Usage** are only available to the project owner and agents with the **Billing** permission (see [Permissions]()). Other agents don't see them in Settings. ## Checking and modifying your subscription In the **Settings \> Project \> Billing **section, you can view your current subscription status and package details - open the **Subscription** tab for that. Inside you will find the three separate packages listed along with their current quotas and quota reset dates (if applicable): ![The Subscription tab of a project on a paid plan: Subscription details with the Edit subscription button on the right, the green "Your subscription is active - next payment on \[date\]" message, then the boxes for the plan (Paid plan badge), Lyro AI Agent and Flows, each with its quota and View usage link]() If you're already subscribed to any paid package, the **Subscription** tab will include a clear indication about your subscription's **current** **status** as well as its next **billing date**. Where applicable, you will also see the **Automatically upgrade the limit once it's reached** switch under a package, to enable/disable **automatic upgrades** (it isn't shown if you pay annually; please see [this guide]() for more details on how this works): ![The active subscription shows Growth, Lyro AI Agent, and Flows usage counters, reset information, and disabled automatic-upgrade switches.]() Of course, you also get the option to modify your subscription. To do that, click on the **Edit subscription** button on the right: ![The Subscription tab has an arrow pointing to "Edit subscription" above the active-subscription notice.]() This will allow you to select new packages to purchase, or upgrade/downgrade any current packages you may already have. For the steps, please see [Upgrading your Account](). During the [7-day full-featured trial](), the **Subscription** tab also shows how many days you have left, along with the **Downgrade** button at the bottom - in case you'd like to switch to the [free version]() right away. ## Managing your add-ons Below your packages, the **Subscription** tab lists your add-ons. An add-on you already have shows the **Paid add-on** badge, your next billing date and the **Edit add-on** button. The ones you can still get are listed in the **Add-ons** section, each with its own **Upgrade** button: ![The bottom of the Subscription tab: a bought add-on card (for example Help Center) with the Paid add-on badge, "Next billing date: \[date\]" and the Edit add-on button, and below it the Add-ons section with the description "Choose additional products to fully customize your plan. Available with any paid plans." and the Inbox AI and No Tidio branding cards with their Upgrade buttons]() Add-ons are available with paid plans. To learn how to add, change or remove one, please see [Add or change add-ons on your subscription](). ## Checking your Tidio usage over time When you open the **Usage** page (**Settings \> Usage**), you'll be able to see your overall Tidio usage historically - which can be especially useful when you want to learn how different aspects of your Tidio project are being utilized over time. It can provide you with insight into what package upgrades (or downgrades) you might want to consider. Just like the **Subscription** tab, the **Usage** page lists three separate packages, and visualizes their quotas as charts: - [Customer service]() - [Lyro AI Agent]() - [Flows]() ![The Usage page (Settings \> Usage): the Usage header with no tabs, the description "View your active plans and track their usage over time. The default view displays usage within your current usage period.", the date picker showing Current usage period, and the Customer service chart with the Daily usage menu on the right]() Make sure you select the period of time you're interested in checking, by using the date picker in the upper-left. By default, it shows your **Current usage period**. Please note that the charts also include** important events**, e.g. quota reset dates, package upgrades/downgrades, or cancellations: ![The usage chart displays a "Quota reset" tooltip above a vertical event marker.]() ### **Customer service** usage This chart shows your **billable conversations** over time. This refers to all person-to-person communication in Tidio, such as live chat conversations, tickets, and incoming social media messages. Hover your cursor over a specific point in the chart to see more details. ![The Customer service daily usage chart shows 1,066 billable conversations in total and a hovered point with 58 conversations.]() If you'd like to learn more about how the monthly billable conversations quota is calculated, please see [this dedicated guide](). ### **Lyro AI Agent** usage This chart shows your **Lyro AI Agent** usage over time, meaning the number of times Lyro has been activated for unique visitors. Hover your cursor over a specific point in the chart to see more details. ![The Lyro AI Agent daily usage chart shows 4,310 conversations in total and a hovered point with 191 conversations.]() If you'd like to learn more about how the Lyro quota is calculated, please see [this dedicated guide](). ### **Flows** usage This chart shows your **Flows** quota usage over time, meaning the number of unique visitors your flows have reached. Hover your cursor over a specific point in the chart to see more details. ![The Flows daily usage chart shows 144,853 visitors reached in total and a hovered point with 5,578 visitors reached.]() If you'd like to learn more about how the monthly Flows limit is calculated, please see [this dedicated guide](). ### Switching between **daily usage** and **cumulative usage** In the upper-right of each chart you can select either the **Daily usage** or **Cumulative usage** mode: ![The chart mode dropdown offers "Daily usage" and "Cumulative usage".]() The **daily usage** mode is the default, showing you the amount of usage for **each individual day** only: ![The daily usage chart plots fluctuating billable conversation counts, with a tooltip showing 58 for the selected day.]() The **cumulative usage** mode, on the other hand, shows you how the usage **adds up over time**, day by day: ![The cumulative usage chart rises over time, with a tooltip showing 880 billable conversations at the selected point.]() ## Editing your billing details and downloading invoices If you want to change your current invoicing details, update your card information, edit your US residency details, or download your existing invoices - head over to the **Settings \> Project \> Billing** section: ... and open the **Billing details** tab (if you pay for Tidio through Shopify, you won't see this tab). In there, you will find your current invoice and card details, your US residency information (if applicable), as well as your** invoices available for download**: ![The Billing details tab lists invoice, card, and US residency information with edit links and downloadable invoices below.]() Naturally, you can modify the available information here as well, e.g. if you'd like to change the card you've been using so far, or update your business' invoicing information. ### Change **invoice** details If you want to add your tax ID to the invoice, or modify any other details, click on the **Edit invoice details** link (**Add invoice details**, if you haven't added any yet). You can also add the invoicing email if you'd like to have your invoices sent to a particular mailbox. ![The "Edit billing details" dialog contains company and address fields, a country selector, optional tax number, invoicing email, and "Save".]() If you would like to learn more, check our article about [invoices](). ### Change **card** details After clicking on the** Change card details** link (shown while you have a paid subscription) you'll be able to update your card information. Fill in your new card data and save your changes; the card details will be updated, and the next billing will be charged through the new card. ![The "Edit card details" form shows a masked current card and fields for a replacement card number and expiry above "Save".]() **Please note**: if you're having trouble with paying for your active subscription, you can put your **current** card details in here once again. This can help in some cases, as a new charge attempt will be made immediately upon providing the card details, even if it's the same card as before. ### Change **US residency** details By clicking on the **Edit US Residency details** link, you can add your US tax residency data (state and zip code), if necessary: ![The "Change US Residency details" form has the tax-resident checkbox selected, a State dropdown, a Zip-code field, and "Save".]() ## Cancelling your subscription To entirely **cancel** your subscription, go to the** Settings \> Billing** section: ... and open the **Subscription** tab. You will find the **Cancel subscription** button at the bottom: ![The Subscription tab has an arrow pointing to "Cancel subscription" beneath the package usage cards.]() First, the **Downgrade to Free?** window shows what will change - for example, your billable conversation limit and Flows limit will decrease, and features such as the live visitors list and operating hours won't work. Click on **Keep your plan** if you change your mind, or **Continue to cancel**: ![The "Downgrade to Free?" window: the description "Canceling means losing access to premium features that help you save time and manage conversations more efficiently.", "What will change:" with the Customer support and Flows automation boxes (e.g. "Billable conversation limit will decrease to 50 conversations/month"), and the Keep your plan and Continue to cancel buttons at the bottom]() Next, in the **We're sorry to see you go** window, choose the reason you're leaving (and add a comment if you'd like - it really helps us improve), then click on **Continue to cancel** again. Depending on your reason, we may offer you a discount to stay - hit **Claim your offer** to take it, or **Continue to cancel** to finish. Once the process is done, no new charges will take place. You keep your paid features until the end of your current billing period, and the **Subscription** tab says **Your subscription is cancelled - your PRO features will end on \[date\].** After that date, your project continues on the free version. ![The top of the Subscription tab after cancelling: the red message "Your subscription is cancelled - your PRO features will end on \[date\]." with the Resume subscription button in it]() Changed your mind before that date? Simply click on **Resume subscription** in the same message. If you also want to **remove** Tidio from your website, you can check our article about[ uninstallation](). ## Further reading - [Upgrading your Account]() - [Add or change add-ons on your subscription]() - [Invoices and billing details]() - [Automatic upgrades]() - [The free version and downgrading your account]() - [Which upgrades do I need?]()