This guide walks you through updating your BoldDesk subscription, including modifying the billing cycle, adjusting agent seats, reviewing prorated charges, and confirming payment details.

Access Billing and Subscription Settings

To update your subscription:

1. Go to the Admin Center page.

2. Click Billing and Subscription.

   

3. On the active subscription page, click Add Agents +.

   

4. In the Update Subscription dialog, select the required billing cycle.

5. Update the agent count.

6. Review the subscription amount and the prorated Total due today amount.

7. Click Continue.

   

8. In the Payment step, review the following details:

   • Payment Card – The default payment method configured in Stripe will be charged.
   • Subscription amount – The updated subscription amount for the selected plan and agent count.
   • Total due today – The prorated amount due immediately for the remaining period of the current billing cycle.

9. If you need to update or change the default payment method before confirming the subscription update, click Manage Payment Method. This opens the Stripe-hosted payment method management page.

10. Click Update to confirm the subscription change.

    

When Subscription Changes Take Effect

Subscription changes are applied based on the type of update.

• Upgrades, such as increasing agent seats, are charged on a prorated basis for the remaining period of the current billing cycle and become effective after payment is approved.
• Downgrades, such as reducing agent seats, are applied from the next billing date.
• Billing cycle changes are applied from the next billing date unless the change includes an immediate upgrade.
• Subscription changes do not affect existing tickets. All previously created tickets remain available.

Payment Verification

If additional payment verification is required, Stripe handles the verification process using the payment method configured for your subscription.

You may be asked to complete verification through your card issuer, such as entering a one-time code, password, or approving the payment through your bank.

How to Change the Billing Email Address

By default, billing details in BoldDesk are sent to the email address associated with the organization owner. To update the billing email, you must change the organization owner.

Explore further instructions about How to Transfer the Ownership of an Account to Another Agent. Once these changes are implemented, the agent transitioning to the account owner role will begin receiving billing information at their organization’s personal email address.

Frequently Asked Questions

1. Can I switch from a monthly to a yearly billing cycle at any time?
   Yes. You can change the billing cycle from Admin Center > Billing and Subscription. Billing cycle changes are applied from the next billing date unless the change includes an immediate upgrade.

2. Will adding new agents immediately increase my subscription cost?
   Yes. Additional agent seats are billed on a prorated basis for the remaining period of the current billing cycle. If payment is required, the default payment method configured in Stripe will be charged.

3. What happens if I remove agent seats?
   Seat reductions take effect from the next billing cycle. No immediate reduction is applied for unused time in the current cycle.

4. Does BoldDesk store payment card details?
   No. BoldDesk does not store payment card details. Payment methods are managed and processed securely through Stripe.

5. How do I update the payment method used for future charges?
   Go to Admin Center > Billing and Subscription, then click Manage Payment Method in the Payment Details section. You will be redirected to Stripe, where you can add a new payment method or set a default payment method.

6. How do I confirm that my subscription update was successful?
   After the update is completed, refresh the Billing and Subscription page and confirm that the subscription details reflect the change. If a payment was required, ensure the payment was completed successfully.

7. Does BoldDesk notify agents about subscription updates?
   Billing and subscription notifications are sent to the organization owner or configured billing contacts, depending on your organization settings.

8. Can I add multiple recipients for invoice emails at once?
   Yes. Multiple recipients can be added. Learn more on Managing Additional Email Recipients for Subscription Invoices.

9. Why didn’t my payment go through when adding agents in BoldDesk?
   Common reasons include:

   • Card issuer verification was not completed.
   • The default payment method could not authorize the prorated payment.
   • The card details are invalid or expired.
   • The payment was declined by the card issuer.
   • The payment method needs to be updated in Stripe.

10. What should I do if the payment method needs to be changed before updating the subscription?
    Click Manage Payment Method in the payment step or from the Payment Details section on the Billing and Subscription page. Update the payment method in Stripe, then return to BoldDesk and continue the subscription update.

Related Articles

1. How to Transfer the Ownership of an Account to Another Agent
2. Managing Additional Email Recipients for Subscription Invoices