A plan is not one switch. It decides three separate things, and each one stops you somewhere different.

| | What it decides | Where you meet it |
|---|---|---|
| **Capabilities** | which features the account has at all | the screen leaves the settings sidebar |
| **Channels** | which channel types you may connect | saving the channel is refused |
| **Ceilings** | how many of certain things you may create | the create is refused, with the number |

What a plan does **not** decide is who on your team may do what. That is
[roles and permissions](roles-and-permissions), and it is a separate question with separate answers.

## Where your plan is shown

**Settings → Billing** in the sidebar, under **Account**. The entry is labelled *Billing* rather than
*Subscription*, which is why it is easy to miss, but it opens the same page: `/settings/billing` renders the
subscription screen itself. The page also answers at `/settings/subscription`, and the plan notice that appears
on a screen your plan does not include links straight to it.

**Changing** anything is administrator-only; reading it is not. An agent who opens it gets the whole page — the
plan and status, the usage figures and the plans list — with *Only account administrators can manage the
subscription.* across the top and every button that would change something removed.

![The Subscription settings page, with the plan and status, the usage figures and the plans list ringed and numbered](media:workspace/settings-billing-en.png)

1. **Plan and status.** Which plan, and whether the account is open at all.
2. **Usage.** What you have, against the ceiling that is *actually enforced* — including any exception Lynomia has
   granted your account. **Unlimited** means there is no ceiling, not a very large one.
3. **Plans.** What you can move to. *No plans are available yet* means this installation is not selling plans. On an
   installation in that state nothing on your account is restricted: with no plan there are no ceilings and no
   channel is withheld.

## Status, and whether the dashboard is open

| Status on the page | What it means | The dashboard |
|---|---|---|
| **Free trial** | a trial is running | open until the trial end date |
| **Trial ended** | the trial date has passed | **locked** |
| **Active** | paid and current | open |
| **Active (cancels at period end)** | cancelled, still paid for | open until that date |
| **Active (managed by administrator)** | granted by Lynomia rather than paid by card | open, until the end date if one is set |
| **Payment failed** | a payment failed, you are in the grace period | open until the **Pay before** date |
| **Payment failed — locked** | the grace period has run out | **locked** |
| **Canceled** | the subscription has ended | **locked** |
| **No subscription** | never started | open only while this installation has no billing set up |

Locked means **the whole dashboard**, not the billing page: every page answers *this account has no active
subscription* and sends you to Subscription. Only an administrator can clear it, because only an administrator can
subscribe or change plan.

**Being locked does not stop your customers reaching you.** Incoming messages keep arriving on every connected
channel and are waiting in the inbox when the account reopens. Nothing is lost and no customer is told anything.

The trial length and the grace period are decided by whoever runs your installation, not by you. Out of the box a
trial is fourteen days and the grace period after a failed payment is three days — but if no trial plan has been
chosen on the installation, no trial starts at all and a new account simply has no subscription.

## Capabilities: the screens a plan turns on

A capability is on or off for the whole account. When it is off, the settings sidebar drops the entry and the
section does not appear beside a conversation, so there is nothing to click your way to. **This is the single most
common reason a reader cannot find a screen this documentation describes.** The page itself still answers at its
own address — what you find there is an empty list or a plan notice, not the feature.

These are the headings a plan's capabilities are grouped under, and what sits under each:

| Heading | Capabilities |
|---|---|
| **Conversations** | Inbox Management, Labels, Canned Responses, Macros, Voice Recorder, Auto Resolve Conversations, Custom Attributes |
| **Channels** | Email Channel, Website Channel, Facebook Channel, Instagram Channel, TikTok Channel, Inbound Emails, Email Continuity on API Channel, WhatsApp Embedded Signup Flow, WhatsApp Manual Transfer |
| **Automation** | Automations, Delayed Automations, Agent Bots, Lynomia Flow Builder |
| **Contacts** | CRM, Lynomia Unified Customer Identity, Data Import, IP Lookup |
| **Campaigns** | Campaigns, WhatsApp Campaign |
| **Analytics** | Reports |
| **Team** | Agent Management, Team Management |
| **Security** | Custom Roles |
| **Integrations** | Integrations, API and Webhooks, Linear Integration, CRM Integration, Notion Integration |
| **Commerce** | Lynomia Commerce |
| **Support** | Help Center, Lynomia Support Tickets |
| **Branding** | Custom Reply Email, Custom Reply Domain, Branded Email Templates |

Three of these account for most of the "where is that page?" questions:

- **Lynomia Commerce.** Without it there is no Commerce section beside a conversation and no Commerce settings page.
  See [what connecting a store gives you](commerce-overview).
- **Lynomia Flow Builder.** Without it the [flow builder](flow-builder) is not in settings and only
  [automation rules](automation-rules) are available.
- **Custom Roles.** Without it the Custom Roles page shows a plan notice instead of the role list, and you have
  only the built-in administrator and agent roles. See [roles and permissions](roles-and-permissions).

## Channels: which types you may connect

A plan either **names no channels at all**, in which case it sells every one of them, or it **names a list**. If a
type is not on the list, creating that channel is refused:

> Your plan does not include the *<channel>* channel. Upgrade your plan to connect it.

The refusal happens when the channel is saved, however you got there — the dashboard, a provider's sign-in
callback, or the API. There are twelve types a plan can name: Website, API, WhatsApp, Email, SMS, Twilio,
Facebook, Instagram, TikTok, Telegram, Line and Twitter.

**Being entitled to a channel and being inside your inbox ceiling are different questions**, and they refuse you
with different messages. You can be well under your inbox count and still not be sold WhatsApp.

## Ceilings: how many you may create

There are five, and only five.

| Ceiling | What it counts | Does deleting give it back? |
|---|---|---|
| **Agents** | every person in the account, administrators included | yes |
| **Inboxes** | every channel you have connected, of every type | yes |
| **Stores** | **connected** Commerce stores only | yes — disconnecting frees the slot |
| **Flows** | every flow the account owns, **published or not** | yes |
| **Campaign messages** | messages handed to the provider in this billing period | **no** — see below |

The first four count things that exist, so deleting one gives the slot back immediately. **The flows ceiling is
the one that catches people out: an unpublished draft counts.** Three published flows and two abandoned drafts is
five flows, and a ceiling of five refuses the sixth however much of your work is switched off.

**Campaign messages are metered, not counted.** The allowance is spent as you send and refills when the billing
period turns over; deleting a campaign gives nothing back. It counts **attempts, not deliveries** — a message
handed to WhatsApp is spent whatever WhatsApp then does with it, including a message that bounces. See
[why a campaign skipped someone](why-a-campaign-skipped-someone).

### What each refusal says

| Ceiling | The message |
|---|---|
| Agents | *Your plan allows up to N team members. Upgrade your plan to invite more.* |
| Inboxes | *Your plan allows up to N inboxes. Upgrade your plan to add more.* |
| Stores | *Your plan allows up to N connected stores. Upgrade your plan to connect more.* |
| Flows | *Your plan allows up to N flows. Upgrade your plan to build more.* |
| Campaign messages | *Your plan allows N campaign messages this period. Upgrade your plan to send more.* |

**If your workspace came bundled with another platform's package, the wording changes** — *Your package includes
up to N … Ask your provider to include more.* That is not a different limit, it is the same ceiling telling you
where it is set. You have no Lynomia plan to upgrade; the number lives in your package on the other platform, and
Lynomia cannot change it for you.

## What the usage figures do and do not cover

The Subscription page shows **agents** and **inboxes** always, and **Commerce stores** when your plan includes
Commerce or you still have a store connected.

**Flows and campaign messages are not shown there, or anywhere else.** The first you will hear of either ceiling is
the refusal. The Commerce settings page is the one exception that keeps its own count: it shows connected stores
against the ceiling, and a notice with a link to Subscription once you reach it.

## Capabilities no plan can include

Some capabilities are excluded from **every** plan's list. They are licensed from Chatwoot's Enterprise edition
rather than owned by Lynomia, so they are not Lynomia's to sell, and no amount of upgrading adds them. They are
switched on for one account at a time, by Lynomia, or not at all.

The ones you are most likely to go looking for:

- **Advanced assignment** — the **Balanced** assignment order, agent capacity policies, and the
  **Settings → People → Agent Assignment** entry that leads to the assignment policy screen. Balanced is *shown* in
  the policy form, marked, and cannot be chosen. See [assignment policies](assignment-policies).
- **Audit logs** — without this capability there is no **Audit Logs** entry under Settings → Records, and the page
  at its own address opens and is **empty**. That emptiness is not a bug. See [audit logs](audit-logs).
- **Companies**, **required conversation attributes**, **CSAT review notes**, the **voice channel**,
  **advanced search**, **SAML sign-in**, and **removing Lynomia branding**.

If you need one of these, raising a ticket is the route, not the Plans list. See
[raising a ticket with Lynomia](contact-lynomia-support).

## Who can do this

**Administrators.** Reading the Subscription page, subscribing, changing plan and opening the payment portal are
all administrator jobs, on the server as well as in the interface. Automation is not among the permissions a
custom role can hold, and neither is billing.

## Limits

- **A ceiling is checked when you create, never afterwards.** If a ceiling ends up below what you already have,
  nothing is deleted and nothing stops working — you simply cannot add another.
- **A plan change applies immediately and mid-period**, to every account on that plan. A plan that has paying or
  trialling accounts on it **can be widened but not narrowed**: a capability, a ceiling or a channel cannot be
  taken away under them. Moving to a genuinely smaller plan is a move between plans, not an edit.
- **Your plan does not change anything WhatsApp decides.** The 24-hour window, your business messaging limit and
  your quality rating are Meta's, and no plan touches them. See
  [the WhatsApp 24-hour window](the-whatsapp-24-hour-window) and
  [quality rating and messaging limits](whatsapp-quality-and-limits).
- **There is no warning before you reach a ceiling.** No notification, no badge, no email. The refusal is the
  first signal, except on Commerce, which shows its count.
- **An operator exception replaces the plan's number, it does not add to it.** Where Lynomia has granted your
  account a different ceiling, that is the number the Subscription page shows and the number enforced.

## Related

- [Roles and permissions](roles-and-permissions)
- [Set up an inbox](set-up-an-inbox)
- [Invite your team](invite-your-team)
- [What connecting a store gives you](commerce-overview)
- [Assignment policies](assignment-policies)
- [Send a WhatsApp template from a rule](send-a-whatsapp-template-from-a-rule)
- [Raising a ticket with Lynomia](contact-lynomia-support)

## If it does not work

**I cannot find Settings → Subscription.** The entry is there, under **Account**, but it is labelled **Billing**.
It opens the same page, and `/settings/subscription` under your account reaches it too. An agent can read it; only
an administrator can change anything on it.

**Connecting a channel was refused with "your plan does not include".** That type is not on your plan's channel
list. Nothing about the inbox itself is wrong and trying again will not help; it is a plan change.

**Inviting a colleague was refused.** You are at your agent ceiling. Every person in the account counts,
administrators as well as agents, so removing a dormant administrator frees a place. See
[teams and agents](teams-and-agents).

**I cannot create another flow, and I have only published two.** Unpublished drafts count. Open the flow list and
delete the drafts you are not going to finish.

**I was refused but the Subscription page shows room.** The page covers agents, inboxes and stores. The refusal you
hit is about flows or campaign messages, which are not shown. Read the refusal itself — it names the resource.

**The whole dashboard sends me to the Subscription page.** The account has no usable subscription: a trial that
ended, a cancellation, or a failed payment whose grace period has run out. The status on that page says which.