Upgrading or Downgrading Your Plan

Only an Admin sees Billing and Organisation in the left navigation.

Upgrading

On Billing, choose Upgrade to Starter or Upgrade to Plus. Frankfig opens Stripe's own checkout page for your card details, and the plan changes as soon as Stripe confirms the payment. Enterprise is by quote — Contact us opens an email to hello@frankfig.com.au.

Billing is handled by Stripe. Frankfig has no screen of its own for the card that pays your subscription, or for invoices — the card on the Billing page is for fax credit top-ups only. There is no way to change the subscription card or see invoices inside Frankfig today; open a support ticket.

Downgrading to Free

Downgrading is offered as the first step of Organisation → Close account…: choose Downgrade to Free & keep data instead of closing. It takes effect straight away and cancels your subscription with Stripe.

Free has two places, so Frankfig keeps two people active — Admins first, then the longest-standing accounts — and locks the rest. Locked people cannot sign in, but nothing of theirs is deleted: their data and audit trail stay, and upgrading again brings them back, longest-standing first. A Support user whose Professional is no longer active is brought back with Restore access instead.

Everything you sent while on a paid plan stays on Sent and in your threads. From then on, Free's limits apply: 10 pages of one-way sending a month, one new two-way thread a month, and the fax step of If they don't open it, fax it. is skipped — the compose screen says so under the box.

Closing your account

Closing is separate from downgrading. Organisation → Close account… walks through three steps: the downgrade offer above, a reminder to export, and a final confirmation that asks for your password, your authenticator code and your organisation's name typed back. Closing cancels any paid subscription straight away.

The account then sits in a 30-day grace period. Signing in during that time shows one screen — This account is scheduled to close — with the choice Cancel the closure & continue or Leave it scheduled — log out. Cancel it and the account returns to active with nothing deleted, but the paid subscription was cancelled when the closure started, so the account comes back on the Free plan. Free has two places, so everyone beyond the first two is locked out of signing in until you upgrade again, exactly as a downgrade does. To go back to a paid plan, use Upgrade to Starter or Upgrade to Plus on Billing and check out again. After the grace period the account is archived — kept but inaccessible — for seven years, then permanently deleted or de-identified.

Before closing, export what you need: the Export section of Organisation (titled with your industry's word) downloads each thread as a ZIP with its transcript and documents.

TIP

If you are closing because of a specific problem, open a support ticket first.

Billing queries

Open a ticket from Help → Contact Support in the app with the date and amount of the charge and what you think is wrong.