Handling upgrades and downgrades

Overview

Customers grow – and their plans should grow with them. Kyvento handles plan changes with a fair pro rata settlement, automatically distinguishing between an upgrade and a downgrade.

Changing a plan

Open the subscription ("Subscriptions" → select the subscription) and click "Change plan". In the dialog, you select the new product – Kyvento handles the rest based on the price comparison:

Upgrade: effective immediately

If the customer switches to a more expensive plan, the new plan applies immediately. Kyvento promptly creates a separate proration invoice: the already-paid period of the old plan is credited to the day, and the customer only pays the difference for the remaining term. If the automatic card charge fails, the upgrade still remains active – the open invoice then goes through the normal payment and dunning process.

Downgrade: at the end of the period

If the customer switches to a cheaper plan, the change is scheduled and only takes effect with the next regular billing – the customer keeps what they paid for, and no credit note complexity arises. Until then, the scheduled change can be undone at any time.

Self-service in the customer portal

Your customers can also initiate the plan change themselves in the customer portal – with the same upgrade/downgrade logic. You control whether to allow this under "Settings" → "Customer portal" → "General" via the customer permissions ("Change plan"). The customer can revoke a scheduled downgrade there via "Undo plan change".

Good to know

• The pro rata calculation is done to the day, with EN 16931-compliant rounding.
• Add-ons do not carry over automatically – check the supplementary options after a change.
• The change does not affect the subscription's notice period or term end.

Next steps

• What happens at the end of a contract – see "Managing cancellations"
• Portal permissions in detail – see "Configuring the customer portal"