For Organisation Administrators with authority for this task. Check the selected organisation before making a change.
What you will achieve
Add or reduce purchased seats, change billing frequency or cancel at renewal with a clear understanding of timing and affected users.
Before you start
Confirm billing authority, the current subscription and the intended outcome. Review allocated seats before requesting a reduction. Agree how work will be handed over if someone will move from licensed Collaborator access to Participant access.
A licence allocation changes who uses capacity. A subscription change changes the capacity or commercial arrangement itself. Do not substitute one for the other.
Prepare the change
- Open Settings > Organisation > Licensing and the subscription-change panel.
- Choose the supported action: Add purchased seats, Reduce purchased seats, Move monthly to annual, Move annual to monthly or Cancel at renewal.
- Where requested, enter Purchased seats after the change. This is the resulting total, not simply the number to add.
- For an addition, choose the available collection method.
- If a reduction requires selecting paid allocations that will move to Participant access, select the exact people agreed in the handover plan. Cancellation identifies the current purchased-seat allocations.
- Select Get exact quote.
Review the outcome before accepting
Check the effective date, old and new quantities, net price, VAT, total and any displayed reward. Review the affected allocations and quote expiry.
Reductions, cancellation and annual-to-monthly changes are scheduled for renewal in this flow. Do not describe them as immediate refunds. For other changes, use the date displayed in the quote rather than predicting when access will change.
Select Accept change only when the exact outcome is authorised. Complete any offered payment action, then refresh the existing change's status. If an accepted change offers Cancel change, inspect its current state and consequences before using that separate action.
Check it worked
The change record shows the intended status and effective date. A scheduled change is not yet an applied change. Recheck capacity and affected users when it takes effect, and communicate the timing in advance.
If something goes wrong
| Problem | Next action |
|---|---|
| Required allocation selection is incomplete | Reconcile the selected people with the target quantity |
| Quote expires | Refresh the current subscription and obtain a new quote |
| Payment or acceptance times out | Inspect the existing operation before trying again |
| A scheduled change is no longer wanted | Use an eligible cancellation control or seek billing support |
Human judgement matters
Do not select someone for reduced access solely because they appear first in a list. The impact on ownership, work and evidence must be understood.
What next?
For the wider context, see Manage licences and account levels. Check licence allocation and verify the changed access after the effective date.
Get help
Ask your Organisation Administrator about access or the task owner about the content. For a platform error, include this guide reference, the affected page and a sanitised message. Never share passwords, session details or confidential evidence in an open support request.