Change or cancel your plan
Upgrade or downgrade your Pengo plan, switch to annual billing, manage your card and invoices, cancel, request a refund or delete your account.
On this page
You manage your plan from the Billing page. This guide covers changing plans, managing your card and invoices, canceling, and deleting your account.
#Upgrade or downgrade
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Open Account menu Billing and click Compare plans, or click Change plan on the Plan card.
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On the Plans page, choose Monthly or Annual billing. Annual saves about 17%.
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Click the button on the plan you want, for example Upgrade to Team or Downgrade. Plus is in its own band below the other plans.
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Check the summary. It shows the price for the first person, each extra person and the total per month.
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Click Confirm change. If you don’t have a paid subscription yet, click Continue to checkout and pay in Stripe Checkout.
The new plan applies right away, and Pengo emails you a confirmation. Pengo prorates the change, so you pay only the difference for the rest of the current billing period. If your card can’t be charged for the change, Pengo asks you to confirm the payment or update your card, and the new plan applies once it’s paid.
To switch between monthly and annual billing on your current plan, pick the other billing period on the Plans page and click Switch to annual or Switch to monthly.
#Before you downgrade
You can’t downgrade to a plan your workspace has outgrown. Pengo stops the change and tells you what to remove first if you have:
- More websites than the new plan allows
- More people than the new plan allows (Starter allows up to 3)
- More training content than the new plan allows
Add-ons the new plan can’t use are removed. For example, extra websites are removed when you move to Starter, and the branding add-on is removed when you move to Business or Plus, which already include it.
Your monthly AI credits change with your plan. See AI credits.
For Enterprise, click Contact sales on the Plans page.
#Update your card and see invoices
Pengo uses Stripe for payments.
- Update your card or billing details: in Account menu Billing , click Manage payment at the top of the page, or Payment method & invoices on the Next invoice card. Both open the Stripe billing portal.
- See invoices: scroll to the History card and open the Invoices tab. Click View next to an invoice to open it.
- See your next charge: the Next invoice card shows the amount and date of your next payment.
If a payment fails, Billing shows Your last payment failed. Click Update payment to fix it. Stripe retries automatically, and if the payment still can’t be collected, your workspace moves to Free.
#Cancel your plan
When you cancel, you keep your paid plan until the end of the billing period you’ve paid for. Nothing more is charged.
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Go to Settings Your profile Cancel plan . You can also click Cancel plan at the bottom of the Plan card on the Billing page.
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Pick a Reason for canceling, add a comment if you like, and click Continue.
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If Pengo shows you a one-time offer, click Claim offer and stay to keep your plan with the discount, or No thanks, continue.
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Check the date your plan ends and what changes on Free, then click Cancel subscription.
Pengo emails you to confirm. Billing shows Your plan ends on with the date, and the Plan card shows Canceling.
Changed your mind? Click Keep my plan on the banner in Billing any time before the end date.
#What happens when your plan ends
Your workspace moves to the Free plan:
- 1 seat and 1 website
- 50 conversations a month
- Your chats, contacts and settings are kept
Teammates beyond the first seat, extra websites and Pengo Intelligence pause until you upgrade again. Your monthly AI credits end with your plan.
To come back, open Account menu Billing and click Choose a plan.
#Canceling a trial
The Team trial starts without a card, so there’s nothing to cancel. If you don’t add a card, your workspace moves to Free when the trial ends and you aren’t charged.
#Request a refund
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Go to Settings Your profile Cancel plan and follow the steps until the confirmation screen.
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Click Request a refund under the buttons.
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Tell us what happened and click Send request.
Our team reviews every request and replies by email, usually within one business day. Sending a refund request doesn’t cancel your plan. See our refund policy for what’s eligible.
#Delete your account
Deleting your account is permanent and can’t be undone. If you only want to stop paying, cancel your plan instead and keep your data on Free.
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Go to Settings Your profile Delete account .
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Read What will be deleted, then click I understand, proceed to delete.
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Type
delete my accountand click Delete forever.
When you delete your account:
- Your websites and chat widgets are permanently removed
- All conversation history is deleted and can’t be recovered
- Your team members lose access immediately
- Any active subscription is canceled right away, with no further charges
- Your API keys are revoked
You’re signed out immediately, and Pengo emails you a confirmation.
Common questions
Do I lose my data when I cancel?
No. When your paid plan ends, your workspace moves to Free and your chats, contacts and settings are kept. Features your plan included pause until you upgrade again.
Can I undo a cancellation?
Yes. Until your plan ends, open Billing and click Keep my plan on the banner at the top.
How do I cancel my free trial?
You don't need to. The Team trial starts without a card, so if you don't add one, your workspace moves to Free when the trial ends and nothing is charged.
Where are my invoices?
In Billing, under History, on the Invoices tab. Click View to open an invoice, or click Manage payment to see all of them in the Stripe billing portal.
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