Account and billing

What happens when the trial ends and how to cancel

Updated October 12, 2026

In the last days of the trial

Three days before the end, billing contacts get an email and the dashboard shows the banner “Your free trial ends in N days.” In Plan and billing, the Current plan section shows the exact date. If you saved a card, the first invoice is charged to it; without a card, the email suggests adding a payment method so you can continue without interruption.

When the trial ends

The first invoice is issued and is highlighted at the top of Plan and billing (Open invoice, with Pay now). The dashboard banner changes to “Your free trial has ended: pay the first invoice to keep using it without interruption.” and shows the Pay invoice button. Meanwhile, the plan shows as Awaiting payment. Once paid, the subscription becomes Active.

If the invoice isn’t paid

1. Retries: with a saved card, a declined charge is retried 1, 3 and 7 days later. Each failure triggers an email.
2. Payment due: once the retries run out, the account moves to this status. The banner says “An invoice is overdue: pay it to avoid account suspension.” Everything keeps working.
3. Suspension notice: two days before the grace period ends, an email arrives with the date.
4. Suspended: the organization becomes read-only. You can see everything, but you can’t change anything or reply to conversations until you pay. Leads and messages keep coming in.

Once the overdue invoice is paid, the account goes back to normal right away and you get the email “The … account is active again.” No data is deleted at any of these stages.

The exact timelines (grace period, charging with or without a card) depend on the account and plan rules. The emails always include the deadline.

Example

Example Co.’s trial (fictional data) ended on a Friday, with no saved card. The invoice stayed open, the banner showed up for everyone handling billing and, on Monday, finance@example.com paid by Pix with the Pay now button. The salespeople didn’t notice a thing: the inbox worked normally the whole time.

How to cancel

You cancel right in the dashboard, under Settings › Plan and billing, in the Cancel subscription section. Only the billing account owner sees that section.

1. Click Cancel subscription. The screen shows when your subscription ends: the end of the trial, if you’re still trying it out, or the end of the cycle you’ve already paid for.
2. Read the notice and click Confirm cancellation. You keep full access until that date; after it, there are no new charges and the dashboard becomes read-only, with nothing deleted, until you subscribe again.
3. Changed your mind? Until that date, the section shows Cancellation scheduled and a Keep subscription button that undoes the cancellation.

If your subscription was set up by our team rather than purchased in the dashboard, the section doesn’t appear: to cancel, talk to us with the account email. Either way, there’s no fee and no minimum term.

Before you leave, you can ask for an export of your data. See Privacy and the LGPD (Brazil’s data protection law).

Didn’t work? See…

• I don’t see the invoice to pay: only billing contacts see it. See Who sees billing.
• I paid and the banner is still there: confirmation can take a moment. Reload the page; a boleto can take longer to clear.
• “Account suspended: settle billing to edit again”: pay the open invoice in Invoices.

Frequently asked questions