# Billing

> The Starter, Pro and Enterprise plans, how active users drive cost, what happens after the trial, and where admins manage the subscription.

Canonical HTML page: https://conclude.io/doc/admin/organization/billing/
Last updated: 2026-11-02

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Conclude is licensed per active user on three plans: **Starter**, **Pro** and **Enterprise**. This page covers what drives cost and where you manage the subscription. Prices, user limits and the feature comparison are on the [pricing page](https://conclude.io/pricing/).

## Plans

Starter and Pro are self-service. An admin picks the plan, the number of users and a monthly or annual payment interval, then pays by card in the Admin console.

Enterprise is billed by invoice. The Billing page shows the subscription, but changes go through [Contact](https://conclude.io/contact/).

The plan also decides which access levels you can set under [Roles and permissions](https://conclude.io/doc/admin/users-and-access/roles-and-permissions/#access-levels).

## What drives cost

Cost follows the number of **active users**:

- Internal users are counted once each, however many connections or apps they touch
- External users are never counted. These are people outside your organization, invited through an external connection or a customer channel
- Bridge users are counted on both sides. Conclude counts them by channel membership, not by activity
- Each Conclude Agent is priced as one active user

The exact rules are on [Active users (Connect)](https://conclude.io/doc/admin/organization/billing/active-users-connect/) and [Active users (Apps)](https://conclude.io/doc/admin/organization/billing/active-users-apps/). [**Admin console > Organization > Account**](https://conclude.io/admin/account) shows the active and licensed counts. [**Admin console > Users and access > Users**](https://conclude.io/admin/users) can filter the list to the people counted.

Active users can pass the licensed number. If they pass it by more than a small margin, account and billing admins see a warning in the Dashboard with an **Upgrade license** button. On Enterprise accounts, the warning asks you to contact sales instead.

## Trial

A new account starts on a free trial. The trial has no feature or user restrictions. The [pricing page](https://conclude.io/pricing/) states how long it lasts and how to ask for an extension.

After the trial expires, the Dashboard and the Conclude app in Slack or Microsoft Teams say that an admin needs to upgrade. If no plan is bought, the account is suspended one week after expiry. A lapsed paid plan gets a longer grace period.

## Managing the subscription

Account admins and the **billing admin** manage the subscription under [**Admin console > Organization > Billing**](https://conclude.io/admin/billing). A billing admin who is not an account admin sees only the Account and Billing pages. To assign the role, see [Roles and permissions](https://conclude.io/doc/admin/users-and-access/roles-and-permissions/#account-roles).

The page shows:

- the plan,
- the number of users,
- the payment method,
- the next payment date, or **End of subscription** once the plan is cancelled,
- the contact email, and
- a payment history, with invoice and receipt links for card payments

From here you can:

- **Subscribe**, choosing plan, user count and payment interval
- **Update plan** to change the plan or the user count. The confirmation shows the next payment before you commit
- Change the card with the edit icon beside the payment method. A problem with the billing address or tax ID appears in a banner and blocks checkout until you correct it
- **Cancel plan**. The license stays active until the end of the current period

For prices and limits, see [Pricing](https://conclude.io/pricing/). For Enterprise terms, see [Contact](https://conclude.io/contact/).

## Pages in this section

- [Active users (Connect)](https://conclude.io/doc/admin/organization/billing/active-users-connect/index.html.md): What counts as an active user in Conclude Connect for internal and external connections, and where admins see the count.
- [Active users (Apps)](https://conclude.io/doc/admin/organization/billing/active-users-apps/index.html.md): What counts as an active user in Conclude Apps, in Channel mode, in Thread mode and for customer support, and where admins see the count.