Change Plan

Upgrade or downgrade your Avox plan in place, approve the change in PayPal, and what happens to price, limits, and billing option.

Change plan moves your existing subscription to a different plan in place - no new checkout and no re-entering billing details. You approve the new price in PayPal, and the switch happens as soon as PayPal confirms it.

Only an Admin of your billing Switchboard can change the plan (see Members and roles).

Where to find it#

Billing > Change plan (the link under your plan card), or
Billing > Manage subscription > Change plan.

The page shows the same plan cards as the pricing page, with the Monthly, Yearly, and One-time toggle opening on your current billing option. Your current plan's button reads Current plan; every other card reads Switch to followed by the plan name. On the One-time tab every card reads Start one-time checkout (see Switching billing option).

Changing plan#

1
Open Change plan
Check that the toggle is on your current billing option (it opens there by default).
2
Click Switch to on the plan you want
The button shows "Switching plan" while Avox asks PayPal to move your subscription.
3
Approve in PayPal
PayPal usually needs you to approve the new price. A notice appears - "Approve the change in PayPal to move to" the new plan, "You stay on" your current plan "until you do" - with an Approve in PayPal button. Click it and approve.
4
Back in Avox
PayPal sends you back to Billing with "Plan change approved - Your new plan shows here as soon as PayPal confirms it - usually within a minute." When PayPal confirms, your plan switches and you get a dashboard notice "You're now on" the new plan.

If PayPal doesn't need your approval, the switch is checked with PayPal and applied straight away - you see "You're now on the" new plan and land back on Billing. If PayPal hasn't shown the new plan yet, the notice reads "Plan change pending approval" - your move "applies as soon as PayPal confirms it. You stay on" your current plan "until then."

While a change is waiting#

Until PayPal confirms, your plan card and Manage subscription show Plan change pending approval, and Manage subscription says your switch "is waiting for approval in PayPal. You stay on" your current plan "until PayPal confirms it."

If you back out in PayPal, you return to Change plan and see "Plan change cancelled - Nothing was approved in PayPal, so you're still on your current plan." The pending note goes away.
If you just close the window, a change that's still unapproved after 24 hours is cleared automatically.

Price and timing#

The new plan's price applies from your next billing date.
There's no prorated charge or credit for the rest of the current period - nothing is charged when you switch.
A Yearly subscription keeps its Yearly discount: it moves to the new plan's Yearly price (at today's Yearly discount), and keeps counting toward the same 12 payments.
A coupon discount belongs to the plan you bought with it. After a plan change, the new plan is billed at its regular price for your billing option.

What happens to your limits#

Your new plan's limits (connections, Switchboards, templates, Flows, automations, automation credits) apply as soon as the change is confirmed.

Upgrading - the higher limits are available straight away.
Downgrading - nothing you already have is deleted or paused. The lower limits apply the next time you add something: while you're at or over a limit, creating another one of that thing is refused until you're back under it. For example, connecting another number shows AVX-3009, resuming a paused number shows AVX-3021, and new templates, Flows, or automations show AVX-3014, AVX-3033, or AVX-3068.

API access#

Each plan either includes API access or doesn't, and the plan cards list API access on the plans that include it. Moving to a plan without it doesn't delete your API keys: they stay listed, but they stop sending (api_not_in_plan) and new keys can't be created or rotated. Move back to a plan with API access and the same keys work again.

The live limits for every plan are on Plans.

Switching billing option#

A plan change keeps your billing option: Monthly stays Monthly and Yearly stays Yearly. If you pick a plan on the other tab, you see "You're on Monthly billing" (or Yearly) - "Plan changes keep your billing option."

To move to a different billing option:

From	To	How
Monthly	Yearly	Contact Support, or cancel and subscribe again on Yearly.
Yearly	Monthly	Contact Support, or cancel and subscribe again on Monthly. Cancelling yourself before 12 payments has the $8 early-cancellation fee, so ask Support first (Request help / refund in Manage subscription).
Monthly or Yearly	One-time	Cancel first. Start one-time checkout on a live plan shows "You already have a plan - change it instead" - "A one-time purchase can only start once your current plan has been cancelled." After you cancel, the same button opens checkout.

When you subscribe again after cancelling, the new plan takes over as soon as it starts and the old one ends at that moment.

Plans that can't be switched here#

Your plan	What you see	What to do
Paid One-time (a year upfront)	"Your plan is paid up for the year, so it can't be switched here - contact support and we'll sort it out."	Open a ticket in Support.
Cancelled and running out its paid time	The page says "Your current plan is cancelled - picking a plan starts a new checkout that replaces it straight away." Buttons read Subscribe to a plan, or Subscribe again.	Pick a plan - it opens checkout, and the new plan replaces the old one immediately.
Payment due or Paused	"Your plan needs to be active to switch - sort out the payment first."	Fix the payment (see Failed payments), then try again.
Not billed through PayPal (a plan added by Avox, a business plan paid by invoice, or a plan a free code or gift switched on)	"Your plan is managed by the Avox team - contact support to change it."	Open a ticket in Support.
No plan yet	"Subscribe to a plan first from the pricing page."	Buy a plan at avox.com/pricing.

Other messages#

These show as Couldn't change your plan with the reason underneath:

"You're already on that plan" - pick a different one.
"PayPal couldn't change that plan" - PayPal refused the change. Nothing changed; try again later.
Yearly billing for the chosen plan "isn't available right now - try again shortly."
"Only a Switchboard Admin can manage billing. Ask an Admin to make this change." - ask an Admin of your billing Switchboard.
"Too many requests" - wait a minute and try again.

Emails#

When the switch is confirmed, a Plan changed email names your old and new plan. The full list of billing emails is on Invoices.

Last updated 15 October 2026