Can I change my account subscription to monthly or annual billing periods?

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14 Comments

  • Super Admin

    Hi There!

    I wanna ask, my account is a Managed Account and is billed annually and the next payment is due on April 29, 2021. I wanna change it into monthly payment. can i request the changes right now ? 

    Thanks in advance 

    Best,

    Zahrina

     

     

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  • Brett Bowser
    Zendesk Community Manager

    Hey Zahrina,

    If you've got a managed account your account manager should be able to assist with changing your billing plan. I would recommend contacting them via email so they can assist further. As far as I know, if you request the changes before your next billing cycle renews you should be good to go.

    Let me know if you have any other questions!

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  • Justine Andersen

    I'm considering changing from annual to monthly billing, but I would like to know if there is a price difference that we're saving by billing all at once? 

     

    Also I'm not sure who our account representative is - how can I find this out? 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Justine,

    You will save money by having an annual subscription versus a monthly subscription.

    If you navigate to our Pricing Page and scroll down you can select See full comparison which will show you the price if you were billed annually and the price if you went with a monthly payment.
     
    Let me know if this isn't what you're looking for!
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  • Ian duPont

    I've been trying to make this change for over a month, but have not been able to. I sent in a support ticket, but my support agent told me this was not something they normally do. However, I have found documentation in the knowledge base that states this is something that can be done but doesn't walk me through how to do it. Please help.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Ian,
     
    Thanks for bringing this to our attention! I see you have a couple of tickets open with us so I'm following up internally to see if we can expedite this request for you. I would also recommend taking a look at this article which goes into more detail on how to make account adjustments: Viewing and managing plan subscriptions
     
    Keep in mind that you'll need to be the account owner to make any changes on the account.
     
    If there's anything else I can help with in the meantime please let me know!
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  • Ian duPont

    Hey Brett,

    Using the method you posted I am able to make changes to our subscription level and number of users, but not the billing cycle. Let me know if there is another way I can make this change on my end.

    Thank you,

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  • Brett Bowser
    Zendesk Community Manager
    Hey Ian,

    I checked on your open ticket and it looks like our Renewals team is actively looking into your request and will follow up with you soon.

    No additional steps required on your end. 

    Let me know if you have any other questions!
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  • Ian duPont

    Brett,

    Today I received an invoice for our annual subscription. I’d like to know how to proceed since my request has not been completed. It’s now been almost 2 months since I made my initial request to change to monthly billing. I should not be required to pay this invoice if I asked for this change to be made within a reasonable timeframe.

    Please advise.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Ian,
     
    I checked on the ticket you have open with Ann and it looks like she's in the process of getting your request approved (which from what I can tell, it has been). I'll follow up with her ask to provide you with an update ASAP.
     
    Appreciate your follow up here!
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  • Matt Ziser

    Hi Brett,

    I'm also interested in going to monthly from an annual plan.  I've emailed my account reps multiple times and the renewal hits Monday.  ANything you can do to expedite on your end would be greatly appreciated!

    Thanks,

    Matt Ziser

     

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  • Ian duPont

    Matt,

    Quick update, I finally got our account switched over to monthly. After our account went past the renewal date and we had an open invoice I started getting more helpful communication. Just make sure you don’t have a card on file or it will auto charge.

    Hope this helps.

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  • cliffords

    Ian duPont   you successfully moved from an annual subscription to a monthly? I have been advised that typically Zendesk do not offer moves to month to month contracts for annual customers and typically a new instance would need to be setup and configured from scratch!! Was this your experience? It does seem slightly insane, if someone could advise on reasoning or exceptions that would be great!

    Thanks

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  • Ian duPont

    Clifford,

    I was told the same thing but continued to push on the issue. It took me over two months to get them to make the switch. I had to send numerous help tickets, chats, and forum messages to keep communication going. Ultimately, things started moving once our account went past our renewal date and we had an open invoice for the year. However, it was a little scary for us, as it was unclear for a short time whether our instance would remain functional during this time of nonpayment.

    I agree that this being such a challenge is slightly insane. Zendesk should not be able to hold customers at a yearly fee structure if that is not what they want. My advice is to continue pushing and provide examples like the help articles I linked in one of my previous comments. It is clear that switching is allowed, it is just being withheld for some reason.

    Thanks

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