Plans and billing

There are three plans you can pick from — Free, Standard and Unlimited — and every one of them has every feature: projects, tasks, subtasks, files, notes, time logging and time reports (hours by person and project over any dates, exportable for invoicing), field workers, exports, templates and integrations, none of it held back to make you upgrade. You pay for room — how many active projects and files a team holds — and for support, never per person: every paid plan holds as many people, field workers and guests as you like. On Free a field worker is a member like any other and counts among its 5 people. Every team starts on Free, and nothing is charged unless you choose a paid plan.

The plans

Only active projects count — archive a finished project and it stops counting at once, with everything in it still there to read.

A year is the same twelve months with between 16 and 17 percent taken off, depending on the plan — the pricing page shows each plan's own figure, and the number is rounded in your favour, so what you save is a little more than we say. Nothing is priced on top of the number in the column, except the optional add-ons below.

Ask in English. Generous AI assistance included on all plans. Heavy-query add-ons are available on Unlimited, in Team settings → Billing.

Unlimited is for a firm running client work at volume: everything Standard holds, as many active projects as you like, 250 GB of files, and priority email and phone support. Need more room? Extra 100 GB of storage is $10 a month on any paid plan.

Bigger than Unlimited, or something that does not fit a column? More storage, an agreement in writing, an invoice instead of a card — tell us what you need and we will put a number together. That plan is built with you and what it holds is written into the agreement.

Support

Support is part of the plan. On every paid plan it is a person answering, not a queue.

• Free — Docs and self-serve support.
• Standard — Fast email support — a person replies.
• Unlimited — Priority email and phone support.
• Enterprise, the plan built with you (above) rather than one of the three you pick from — White-glove setup, priority email & phone support, and a named person assigned to you.

Who to write to. Team settings → Help gives the support address. When we have given your team a dedicated contact, it names them too — Your contact at Sally Jo, with their email — and so does your team's getting-started guide. You reach a person either way.

What counts as a person

A person, for the plan, is an admin or a member — somebody who does the work: creates tasks, uploads files, writes notes, logs time. Each is counted once, however many projects they are on, and the admin who owns the team is one of them. A field worker is a member who sees only their own tasks, so they count too: on Free they are among its 5 people, and on a paid plan people are unlimited.

A guest is not a person for this purpose. Guests read, and write notes, on the projects you name, and nothing else — which is what a client usually wants — and they are free on every plan, in any number. People, roles, and who sees what has the full picture of what each role can do.

When you reach a limit

A limit stops the next addition, and nothing else.

• People. On Free, which holds 5, the sixth invitation is declined with a sentence saying why, the plan with more room — every paid plan holds as many people as you like — and, for an admin, a one-click button that goes straight to the upgrade. Guests never count, on any plan.
• Active projects. The same: the next project past the plan's room waits until you archive a finished one or move up. Archived projects never count, and neither does General, the project every team starts with: Free's two are two of your own.
• Storage. An upload that would take the team past its room is declined, and the message says how big the file is and how much room is left. Delete files nobody needs any more, or move up.
• A single file over 2 GB is declined on every plan, whatever room is left. That is a practical ceiling for an upload from a browser, not a plan feature. Send a link to it instead.

Nothing already in the team is touched. No project is locked, no file is hidden, nobody loses access. Being over a limit — after moving down a plan, say — means only that you cannot add the next thing until there is room for it.

The Billing section in Team settings shows each limit against what is used of it, so you can see the room running out before a refusal ever appears — and, beside them, how much of this month's Ask in English allowance has been used.

When you run out of room

The answer to running out is usually the next plan up, and the refusal names it. Room is also sold by the piece: another 100 GB of files for $10 a month on any paid plan, or about 600 more questions in plain words for $10 a month on Unlimited.

An admin adds a piece with one click, from the refusal itself or from the Billing section, and gives it back the same way. A piece is charged to the card on file the moment it is added, prorated for the rest of the term, and the room is there at once; if the card is declined, nothing is added. Taking a piece away ends it at once, without a refund for the rest of the term. Storage cannot be taken away while the team stores more than would be left without it: delete files first, and the refusal says how much. A piece cannot be added while a payment is overdue; settle it first.

A Free team nobody uses

A Free team with no activity for 90 days may be deleted. Before that happens, the team's owner gets an email naming the day it will be deleted, and a reminder a week before that day. The day is never less than a month after the first email.

Activity means anyone on the team signing in or opening it, or anything being done in it. Any of that before the day, or moving the team to a paid plan, cancels the deletion — nothing else to do, and no more emails about it. If it goes quiet again later, the owner is told again, with a new date.

On the day, everything in the team — projects, tasks, notes, time and files — is deleted and cannot be brought back. Until then it can all be exported from Team settings. Your invoices are kept. A team on a paid plan, or one that is read-only because it holds more than Free does, is never deleted this way. These emails are about your account, so they cannot be switched off.

Trials

There is no trial. Free does not expire, and the plans differ only in how much they hold, so moving from Free to a paid plan is simply choosing one in Team settings → Billing: the room is there at once, and you can cancel any time.

Changing plan, and cancelling

Move up any time and pay the difference for the rest of your term. Move down once what the team has fits the smaller plan, or cancel any time; either takes effect when your term ends. We do not refund.

A smaller plan has to hold what the team already has. If it does not, Billing says what to remove first — "Standard holds 25 active projects; archive 3 first." Archive projects, delete files or take people off the team, then move down. This is checked when you ask for the move; if the team grows again before the move lands at the end of the term, nothing is removed or locked — the plan's limit simply stops the next addition until you are back under it.

Cancel a paid plan whenever you like: nothing further is billed, and everything works as usual until the end of the period you have paid for.

When a plan ends

When a paid plan ends — because you cancelled it, or because the payments did not go through — the team goes back to Free, with everything still in it: every project, task, note and file, exactly as you left them. Nothing is deleted. Any storage or AI room you had added ends with the plan. The admins get one email saying which of these two it is:

• It fits Free. The team keeps working as any Free team does. If you outgrow it, choose a plan again whenever you like.
• It holds more than Free does — more people, active projects or files than Free's room. The team stays open to read but not to change until it fits. Team settings → Billing says which limit is over and what has to go — "Free holds 5 people; take 1 off the team first." — and names the smallest plan that holds what you have. Two ways out: choose a plan, or make room — archive projects, take people off the team, or delete files — and the team opens again on its own the moment it fits.

There is no countdown in either case: a team on Free is never removed for being on Free, and one that is read-only because it holds more than Free does is never removed at all. A team's work is removed only when its owner closes the team (below), or when a Free team nobody uses reaches the day its owner was warned about (A Free team nobody uses, above).

Closing a team

Cancelling a plan stops the billing. Closing a team stops the team itself — it is what you do when the work is finished and you want the whole thing to go, not just the payments.

It is the owner's decision. An admin cannot close a team, and neither can we without being asked. You will find it at the foot of Team settings, under Close this team, and it tells you exactly what is in there — the people, the projects, the tasks, the files and the hours — before it asks you to type the team's name.

Here is the sequence, in order:

1. The day you close it. The team becomes read-only for everyone, including you. Nothing is deleted. Every project, task, note, file and hour is still there and still readable, and a line at the top of every page says so and names the date below.
2. For the next 30 days. You can export everything, as often as you like — the export works exactly as it did. You can also reopen it from the same place, and it comes back precisely as you left it, with nothing missing.
3. After 30 days. Everything in the team is removed for good, and we cannot get it back. What we keep is the billing record we are required to keep, and nothing else.

Take an export before you close it if you want a copy to keep — it is one button on the same page, and it is the thing people wish they had done.

Anyone whose current team was this one is moved to another team they belong to, if they have one, so their day carries on. If they have none, they land here and read the notice.

Managing your plan

Everything about your plan lives in one place: Team settings → Billing. Only an admin of the team sees it; members and guests never see billing at all.

• Where you stand. The section shows your plan, its standing, and each limit against what is used of it. When any limit is close, the plan with more room is named right there, with the button.
• Choosing a plan. Pick Standard or Unlimited, monthly or yearly, and press Choose a plan. You are taken to a secure checkout page to enter a card, and brought straight back. If you chose a plan on the pricing page before you signed up, it is already picked here and a line says so — your team still started on Free, and nothing is charged until you add a card. Paying starts when you choose, not before.
• Changing plan. Once you have a plan, the same chooser sits above Change plan. Moving up is charged at once for the rest of your term; moving down, or from yearly to monthly, happens when your term ends. Until then the page says "Moves to Standard, monthly, on" the date, every time you open it. Any storage or AI room you added moves with the plan. Keep the current plan beside that line takes the change back; choosing the plan you are on does the same.
• Card and invoices. Once you have a plan, the button becomes Manage billing. It opens a page where you can change the card, download every invoice, or cancel.
• Cancelling. The Cancel the plan link under the button cancels at the end of the period you have paid for. Nothing changes until then; the date is shown on the page. If you change your mind before it, choose Keep the plan on the same page.
• A payment that did not go through shows as a notice on the same page, and the admins get an email saying so. Everything keeps working while the card is retried. Update card and pay takes you to the card form and back, and the payment goes through straight away. If your bank wants to confirm the payment, the button is Confirm the payment instead. If every retry fails, the plan ends and the team goes back to Free, as in When a plan ends above.
• What read-only means. When a team is back on Free with more in it than Free holds, it is read-only: every page still opens and everything is still there, but nothing can be added or changed — except archiving projects, taking people off and deleting files, which make room. A banner at the top says so, with the link. Choosing a plan reopens everything at once, and so does making room until it fits.
• Taking your data out. The Export section, just below Billing, exports everything whenever you want it — before, during or after any of this.

Teams on an agreement see one line here instead: billing is between us, by email.

Every team also has a referral link — give a month, get a month. How it works is on Referring a team.

Related

• Referring a team
• People, roles, and who sees what
• Files on tasks