Managing Your Subscription

Accessing the billing portal

Unpack uses Stripe to handle all subscription billing and payment processing. Organization owners and admins can access the billing portal from the organization settings page.

1. Click your avatar in the top-right corner and select your organization.
2. Navigate to Organization Settings.
3. Click the Billing tab in the left sidebar.
4. Click Manage Billing to open the Stripe customer portal.

From the Stripe portal, you can view invoices, update payment methods, and manage your subscription directly. Changes made in the Stripe portal are reflected in Unpack immediately without requiring a page refresh.

Upgrading your plan

You can upgrade a team's plan at any time. The upgrade takes effect immediately, and you gain instant access to the new plan's features without any downtime or disruption to active retrospectives.

How to upgrade

1. Go to Organization Settings and select the Billing tab.
2. Find the team you want to upgrade in the team list.
3. Click Change Plan next to the team name.
4. Select the new plan (Pro or Enterprise) from the plan selector.
5. Review the prorated charge displayed in the confirmation dialog.
6. Click Confirm Upgrade to apply the change.

Prorated billing

When you upgrade mid-billing cycle, Unpack calculates a prorated charge for the remaining days in the current cycle. You are only billed for the time you actually use the upgraded plan. For example, if you upgrade from Free to Pro halfway through the month, you pay roughly half the Pro price for that first month.

Downgrading your plan

Downgrading works differently from upgrading. When you downgrade, the change takes effect at the end of your current billing cycle. You retain full access to the higher-tier features until the cycle ends, so there is no abrupt loss of functionality.

What happens when you downgrade

• Pro to Free — AI features, integrations, custom templates, and advanced analytics will be disabled at the end of the billing cycle. Your retrospective data is preserved, but history beyond 30 days will no longer be accessible from the dashboard. If the team has more than 10 members, you will need to reduce membership before the downgrade takes effect.
• Enterprise to Pro — SSO/SAML authentication, retro rollups, org-wide analytics, and the audit log will be disabled. Team-level features and all Pro capabilities remain available. The team limit changes from unlimited to 10.

Previewing plan changes

Before confirming any plan change, Unpack displays a detailed preview screen that shows exactly what will change. This gives you full visibility before committing to a change.

What the preview shows

• Features gained or lost — A side-by-side comparison of your current plan and the target plan, with gained features highlighted in green and lost features highlighted in amber.
• Pricing impact — The new monthly cost, any prorated charges or credits for the current cycle, and the effective date of the change.
• Member impact — If downgrading reduces the member limit, the preview shows how many members exceed the new limit and need to be removed.
• Data impact — If downgrading restricts retro history retention, the preview indicates how many retrospectives will become inaccessible from the dashboard.

No changes are applied until you click Confirm Change. You can review the preview as many times as you like and cancel without any effect on your current plan.

Payment management

All payment processing is handled securely through Stripe. From the Stripe customer portal, you can manage the following aspects of your billing.

Payment methods

• Add, remove, or update credit and debit cards on file.
• Set a default payment method for future charges.
• Stripe supports Visa, Mastercard, American Express, and other major card networks worldwide.

Invoices and receipts

• View and download PDF invoices for all past payments.
• Invoices are generated automatically on the first day of each billing cycle.
• Each invoice includes a breakdown of charges per team and any prorated adjustments.
• Forward invoices to your finance team or download them for your records at any time.

Failed payments

If a payment fails, Stripe will automatically retry the charge up to three times over a period of several days. During this retry window, your subscription remains fully active with no interruption to service.

If all retry attempts fail, the affected teams will be downgraded to the Free plan. You can restore paid features at any time by updating your payment method and resubscribing.

Cancellation

You can cancel a team's paid subscription at any time. Cancellation takes effect at the end of the current billing cycle, and the team reverts to the Free plan. You are not charged for any period after the cancellation date.

How to cancel

1. Go to Organization Settings and select the Billing tab.
2. Find the team whose subscription you want to cancel.
3. Click Cancel Subscription next to the team.
4. Review the cancellation details in the confirmation dialog.
5. Click Confirm Cancellation.

After cancellation

• The team retains access to all paid features until the end of the current billing cycle.
• Retrospective data is preserved indefinitely. You do not lose any historical records or action items.
• If the team exceeds Free plan limits (more than 10 members or restricted features), you will need to adjust membership before the Free plan takes effect.
• You can resubscribe at any time by selecting a new plan from the billing page. Your data will be waiting for you.