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How-tos

Change a member's tier

This page is the admin guide to moving a teammate between tiers. The order matters: buy → reassign → remove. If you try to do it in the wrong order, the system blocks you (which is the point — it prevents you from accidentally orphaning a member at a tier with no paid seats).

When you’d do this

  • A member outgrows their tier and needs more allowance — move them from Operator → Pro or Pro → Max.
  • A member rarely uses the AI and can drop to a smaller seat — move them from Max → Pro or Pro → Operator.
  • Reshuffling who’s on which tier without changing the total seat count — swap two members’ tiers.

Before you start

  • You must be owner or admin of the team.
  • Know which tier you want them on. Tier allowances and feature differences are explained in Billing & usage.

Steps — upgrade a member (Operator → Pro, for example)

If the target tier has a free seat, this is two clicks. If it doesn’t, three steps.

  1. Go to /admin/billing/.
  2. Look at the Adjust seats form. Check whether the target tier has unused capacity (the helper text under each input says “X assigned · Y remaining”).
  3. If there’s at least one seat remaining at the target tier, skip to step 6. Otherwise:
  4. Increase the target tier’s seat count by 1. So if you’re going to move someone to Pro and currently have 2 Pro seats both assigned, set Pro to 3.
  5. Click Apply changes. Increases prorate immediately — you pay the difference on your next invoice. The new seat is ready instantly.
  6. Go to /admin/members/.
  7. Find the row for the member you want to move. Their Tier dropdown now shows the new tier (it filters to tiers with available seats plus the member’s current tier).
  8. Pick the new tier from the dropdown. The Save button on that row lights up.
  9. Click Save. The change applies immediately. The member’s desktop app picks up the new tier within one AI request, or within ~30 minutes if they’re idle.
  10. If you added a seat in step 4 and now want to clean up the old tier’s now-unused seat, follow the downgrade steps below.

Steps — downgrade a member (Pro → Operator, for example)

The downgrade case is the same buy→reassign→remove order. The “buy” step is usually free here because Operator capacity is often available.

  1. Go to /admin/billing/.
  2. If the target tier (Operator in this example) has no available seats, add one — same as step 4 above. (You’ll often have capacity already; this step is conditional.)
  3. Go to /admin/members/ and switch the member’s tier dropdown to the lower tier. Click Save.
  4. Go back to /admin/billing/. The old tier (Pro in this example) now has a freed seat. Reduce the seat count by 1.
  5. Click Apply changes. Decreases schedule for the start of your next billing period — no mid-period refund, no surprise drop in capacity. The seat count visible in the UI stays at the current value until renewal, then drops.

You’ll see a confirmation: “Scheduled to take effect on <date> (the start of your next billing period). Your seats and entitlement stay the same until then.”

To cancel the scheduled downgrade — say you changed your mind or the member came back asking for the seat — just set the seat count back up. The schedule releases and the sub continues with the higher count.

Why downgrades defer

Quick story: without deferral, a member could downgrade their tier on day 28 of a billing period, immediately get a prorated credit for the unused $79/month tier, then upgrade back to the same tier on day 1 of the next period and net out a free month. The defer-to-period-end policy closes that loop without penalizing legitimate downgrades — the member keeps their current entitlement through the period they’ve paid for, and the new (smaller) seat takes effect at renewal.

Why the system blocks you from doing this in the wrong order

If you tried to remove a Pro seat first while a member is still on Pro, you’d hit this 409:

You have 1 pro member, but you’re reducing pro to 0. Remove/re-tier members on the Members tab or cancel pending invites on the Invites tab first.

That’s the system saving you from a state where a member’s entitlement is gone because the seat they were on no longer exists.

Similarly, if you tried to assign a tier to a member when no seats are available at that tier, the Members page dropdown wouldn’t even show that tier as a choice — and if you forced it (browser hack, direct API call), you’d hit:

Operator has 1 seat total, 1 assigned and 0 pending invites. Add an Operator seat on Billing first.

Both gates exist to keep your seat count and member roster in sync. Trust them.

Common variants

Swapping two members’ tiers (no seat-count change)

Say you have 1 Operator + 1 Pro, and you want to swap who’s on which. The order:

  1. Go to Members. Move whichever member you’re upgrading first. You can’t — the target tier has 0 free seats. So:
  2. Go to Billing. Temporarily add a seat at the upgrade target (Pro=2 in this case). Apply.
  3. Go to Members. Move the upgrade target to Pro. The downgrade target is still on Pro — that’s fine.
  4. Go to Members. Move the downgrade target to Operator.
  5. Go to Billing. Reduce Pro back to 1.
  6. Apply. The decrease defers; no mid-period refund.

There’s no shortcut here — swaps require briefly holding the extra seat. The seat is prorated, so you pay only for the fraction of the period you held it.

Moving multiple members to the same new tier

Do it in a single buy → reassign batch → remove:

  1. Billing: increase target-tier count by N (one per member you’re moving).
  2. Members: pick the new tier on each member, Save each row.
  3. Billing: reduce the source-tier count by N. Apply.