What happens to panel features when a client downgrades their plan?

What happens to panel features when a client downgrades their plan?

⚡ Quick answer -

Any feature that exists in the current (higher) plan but not in the new (lower-tier) plan must be removed before the downgrade, or the system will keep it active and continue to bill the client as an extra (chargeable) add-on.

When should I use this guide?

Open this FAQ whenever you are about to place a client on a downgraded plan and need a checklist to:

• audit active features

• confirm what stays or goes

• apply the downgrade without triggering unexpected charges.



1. When does this policy apply?

This guidance is relevant whenever:

• A client moves to a lower-tier plan, or

• The target plan has reduced limits (fewer licences, users, or add-ons).



2. Prerequisites: checks to run before any downgrade

  1. Review every active feature, licence and add-on in the client panel.
  2. Compare that list with the limits of the new (downgraded) plan.
  3. Identify anything that will exceed the new allowance.
  4. Confirm with the client whether each excess item should be:
    1. Retained (and billed at the current extra-feature rate), or
    2. Removed to line up with the new plan.


3. Step-by-step: safely downgrading a plan

  1. Audit current usage – note every active licence, add-on and feature.
  2. Compare with the new plan – flag everything above the new limits.
  3. Client confirmation – ask if they wish to keep (billable) or drop each excess item.
  4. Remove unnecessary features – delete or reduce items the client no longer wants.
  5. Apply the downgraded plan only after Steps 1-4 are 100 % complete.


4. If extra features are not removed

• The system will keep billing for those features.

• Unexpected charges will appear on future invoices.

• The financial impact of the downgrade will be minimal or zero.



5. Example: licence count mismatch

Scenario:

• Current plan: 5 Pro licences

• Target plan: 2 Pro licences

Decision

Result

Do nothing

Client is charged for 3 extra licences each billing cycle.

Remove 3 licences

Panel now has 2 licences, fully within the new plan limits, with no extra fees.



6. Expected outcome after a proper downgrade

• The panel matches the selected lower-tier package.

• No unintended feature charges remain.

• Billing reflects only the downgraded plan.

• The account stays compliant with plan limits.



7. Common edge cases & limitations

• Mid-cycle changes – charges may be prorated according to billing rules.

• Short-term retention – a client may choose to keep extras temporarily (still billable).

• Manual removals – some features require staff action to delete.

• Auto-renewal windows – complete all changes before the next cycle begins.