Why did my subscription change not go into effect immediately?

Question

I made a change to my subscription and now I see a Pending subscription status. Why did my change not go into effect immediately?

Answer

Generally, subscription changes happen immediately. You have access to the new plans, features, or agents you add.

This is not the case when you make a subscription change that decreases the number of agent seats, downgrades your subscription, or changes the billing cycle. These scenarios trigger a pending subscription.

A pending subscription means you don’t see the changes until your next billing cycle. If you must see the changes take effect sooner, contact Zendesk Customer Support. They can put you in touch with your account representative.

There are different billing implications for these scenarios.

During the pending period for downgrades (reducing plan level or features):

• You continue to pay your current plan rate until the next billing cycle
• There is no prorated refund for unused time at the higher plan level
• The new lower rate applies starting in the next billing cycle

During the pending period for upgrades:

• Upgrades may take effect immediately depending on the plan type
• Prorated charges typically apply for immediate upgrades

Contact your Zendesk account representative or see your Main Services Agreement before you make subscription changes.