Managing your plan and billing
The Plan tab: your tier and trial, SMS and calendar usage, changing plan, the Stripe portal, and deleting your venue.
Managing your plan and billing
Settings → Plan is about your ResNeo subscription: what you pay us, what your plan includes, and how much of it you have used.
It is not where guests pay you. Card payments from clients are set up under Settings → Payments, which connects your Stripe account. Two different things that both mention Stripe.
Only the owner and admins can open this tab. Changing anything on it needs the owner, or an admin with Billing, payouts and admins switched on. Other admins see the tab with the note Only the owner, or an admin they allow, can change the plan, manage billing or close the business. and every button greyed out. See Roles and permissions.
The one big idea: you change plan here in ResNeo. Card details, invoices, receipts and cancelling all happen in Stripe, through the Manage Billing button.
What the top of the page tells you
- Two pills: your plan name (Appointments Light, Appointments Plus or Appointments Pro) and its state (Active, Payment due or Cancelled).
- A line reminding you that you can cancel at any time, that your subscription runs to the end of the billing period you have paid for, and that you pay nothing at all if you cancel during your free trial.
If your venue has been given complimentary ResNeo access, you will see that instead, along with a note that plan limits and SMS caps still apply. There is no billing to manage, so Manage Billing does not appear.
While you are on a free trial
A banner counts down: "N days of free trial remaining." with First charge on the date it ends.
Underneath, Trial breakdown shows where those days came from: your standard signup trial, plus any bonus days from a referral, and who referred you. See Refer and earn.
Current plan and Next billing
Two cards sit side by side.
Current plan shows your plan name and what it costs. Once Stripe has a quote ready you also get Estimated next invoice with the amount, the published listing price underneath, and a note that promotional pricing is applied in Stripe if it is. Any discount shows as Coupon applied with the coupon's name.
Next billing shows the date of your next charge, the estimated amount due on that date, and your current billing period underneath. If you have cancelled, the heading changes to Access until and it tells you no further charge is scheduled.
Estimates come from Stripe's upcoming invoice preview. The final amount can differ if your usage or tax changes.
SMS usage
SMS usage shows how many text segments you have sent this month against the number your plan includes, with a bar and a percentage.
| Plan | Included SMS per month |
|---|---|
| Appointments Light | 100 |
| Appointments Plus | 250 |
| Appointments Pro | 500 |
Past your allowance, extra segments are charged at £0.06 each and appear on your next invoice. On complimentary access there is no paid overage: sending simply stops at the cap.
If your usage window follows your Stripe billing period rather than the calendar month, the card says so.
Good to know: a long message counts as more than one segment, so a chatty reminder template uses up your allowance faster. See SMS messages not sending.
Calendar usage
Calendar usage counts your active bookable calendars against your plan's cap: 1 on Light, 5 on Plus, and no cap at all on Pro, where it reads Unlimited. If the number has not caught up yet, the card says calendar usage syncs after subscription updates.
Changing plan
The Change Appointments plan panel moves you between Light, Plus and Pro without a new checkout. ResNeo updates your existing Stripe subscription and uses the card already on file.
The plans differ only in how many bookable calendars you get and how many texts are included. Every plan lets your whole team sign in.
| Plan | Price | Calendars |
|---|---|---|
| Appointments Light | £20/month | 1 bookable calendar |
| Appointments Plus | £49/month | Up to 5 bookable calendars |
| Appointments Pro | £99/month | Unlimited bookable calendars |
- Look at the card for the plan you want. Under the price, ResNeo shows what the change will cost:
- Moving up: Pay the difference for the rest of this billing period, with the amount due today.
- Moving down: Credit for unused time on your current plan, with the amount you will be credited.
- Click Upgrade to or Downgrade to that plan.
- A confirmation panel opens, headed Confirm upgrade to or Confirm downgrade to the plan you picked. It repeats the estimate and reminds you that your new limits and SMS allowance apply as soon as you confirm.
- Click Confirm upgrade or Confirm downgrade. Keep current plan backs out.
Good to know: you can't move to a smaller plan while you have more active calendars than it includes. Deactivate the calendars you don't need, then try again. Changing plan never asks you to remove anyone from your team.
The buttons are greyed out, with Billing adjustment unavailable until this plan can be selected, when there is no active Stripe subscription to change, when a payment is overdue, or when you have already cancelled. Sort that out first.
Manage Billing (the Stripe portal)
Manage Billing opens the Stripe Customer Portal in a new tab. That is where you:
- update or replace the card on file
- download invoices and receipts
- change your billing address
- cancel your subscription
When you come back, the Plan tab refreshes itself from Stripe, so a cancellation you made in the portal shows up here within a few seconds without you reloading the page.
Lifecycle messages you may see
- Cancelling or cancelled, with time left: a banner at the top of Settings and a panel on the Plan tab both say you keep full access until your paid period ends. Manage plan on the banner brings you here.
- Changed your mind?: while a cancellation is pending, Keep my plan restarts it so nothing changes for your clients. If Stripe has already closed the subscription, this takes you to Stripe to start a new one.
- Payment required: your last payment failed. Update payment method opens the Stripe portal so invoicing can retry.
- Your subscription has ended: venue changes and public online booking are paused. Resubscribe takes you to Stripe Checkout.
- Checkout: a short-lived banner after you return from Stripe, while the change lands. Dismiss hides it.
If someone other than the owner cancels the plan or resumes it in ResNeo, ResNeo emails the owner at the address they sign in with.
Delete your venue
At the bottom of the Plan tab, admins get a Danger zone card headed Delete this venue. Only the owner, or an admin with Billing, payouts and admins, can schedule a deletion or cancel one. Other admins see the note Only the owner, or an admin they allow, can close the business or cancel a closure.
It permanently removes the venue and everything in it: bookings, contacts, staff, services, uploaded files and any linked-account connections. Once the grace period ends, none of it can be brought back.
- Read the warning. Deletion is scheduled with a 30-day grace period.
- Type your venue's name in the confirmation box, exactly as it is shown.
- Click Schedule venue deletion. The button stays greyed out until the name matches.
What happens next:
- Your subscription is set to cancel at the end of the current billing period.
- We email the admin who made the request, confirming the date and how to stop it.
- If that admin is not the owner, we email the owner too. We do the same if someone other than the owner cancels the deletion.
- Any linked venues are told when the deletion goes through.
- The card now shows a Deletion scheduled pill and the date of Permanent deletion.
Changed your mind? Click Cancel scheduled deletion any time before that date. Your venue carries on as normal and the subscription that was set to cancel is restored.
Warning: this is not the way to pause for a quiet season, and it is not the same as cancelling. Cancelling your subscription keeps your data and stops the billing. Deleting the venue erases the data as well.
Common problems & fixes
| Problem | Likely cause | Fix |
|---|---|---|
| Everything on the tab is greyed out, with a note about the owner | You are an admin without Billing, payouts and admins | Ask the owner to switch it on for you under Settings → Staff, or to make the change |
| The Change Appointments plan buttons are greyed out | No active Stripe subscription, a payment is overdue, or you have already cancelled | Clear the overdue invoice with Update payment method, or use Keep my plan or Resubscribe first |
| My downgrade was refused | You have more active calendars than the smaller plan includes | Deactivate the calendars you don't need under Calendar Availability, then try again |
| I cancelled in Stripe but ResNeo still says Active | The tab had not refreshed yet | Come back to the Plan tab. It re-checks Stripe when you return to the page |
| My plan did not change after checkout | Stripe's confirmation is still on its way | Wait a few seconds on the Plan tab, then refresh the page |
| Texts have stopped going out | You are at your SMS cap on complimentary access | Ask about a paid plan, or send those messages by email instead |
| I cannot add another calendar | You are at your plan's calendar cap | Check Calendar usage, then upgrade here |
| Venue deletion is unavailable during a support session | Someone from support is signed in to your venue | End the support session, then try again |
| Schedule venue deletion stays greyed out | The name you typed does not match your venue name | Copy the name shown in the sentence above the box |