Managing Your Petsoft Subscription

Your Petsoft subscription — the card on file, your plan tier, your billing history — lives under Organization > Manage > Account Information. It has six tabs:

Payment Information · Subscription Tier · Billing History · Accounts · SMS Usage · Payment Gateway Integration

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Most staff can view these tabs. Only users with the Petsoft Account Owner permission are meant to change anything — the card on file, the subscription tier, cancellation, or payment gateway onboarding. The Reactivation flow is Account Owner only, view included.

Updating Your Payment Method

If your credit card is expiring or you need to switch the card used for your monthly Petsoft invoice, you can update it at any time. Petsoft is blunt about why it matters: "An active card is required for continued use of Petsoft."

1. Go to Account Information > Payment Information.
2. Click Add new payment information.
3. Enter the card details.
4. Save.

The card on file for your subscription, masked to its last digits — the + adds a replacement.

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Adding a card replaces the old one — any previously active card is deactivated. You don't need to delete the old card first.

Switching Your Plan

Go to Account Information > Subscription Tier, find the tier you want, and click Switch Tier. The page shows your current plan, next billing date, and next billing amount, and prices are quoted per facility, per month.

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Every organization starts on the Free plan — no card required and no time limit. The Free plan is not a card you can pick on this page, but your current plan still shows as Free. If you're on a paid-plan trial that hasn't made its first payment yet, this page shows a card-capture form in place of the switch-tier buttons instead; add a card there and Petsoft settles your trial. See The Free plan and Trial status for what each plan includes and how the trial works.

Each tier's feature list side by side, with your current plan highlighted and the next billing date in the corner.

Upgrades and downgrades behave differently, and it's worth knowing which you're doing:

	Upgrade	Downgrade
When it takes effect	Immediately	Start of your next billing period
Charge	An immediate prorated charge	None now
Reversibility	Your bill won't drop again until the next billing period, even if you switch back	You keep the current tier's features until the period ends
Before you can do it	A paid tier always needs a valid card on file, even from the Free plan and even when a promo code covers the cost for now. If you don't have a card yet, Switch Tier routes you to add one first and finishes the switch automatically once it saves	You may need to reduce facilities or runs first. Employees above the new plan's limit are deactivated when the switch takes effect, and Petsoft emails your Account Owners two days ahead, naming them

Petsoft warns you on both paths, and both apply to all of your facilities.

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Downgrade limits are enforced, not advisory. If your target tier allows fewer facilities than you currently run, Petsoft blocks the switch and tells you how many to deactivate first.

Tiers and prices are shown live on the Subscription Tier page — check there rather than relying on a number written down somewhere, since plans change.

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Moving a paid organization to the Free plan is not self-service. The Free plan isn't offered on the Subscription Tier page to most users, so contact Petsoft Support. The move takes effect like any downgrade, at the start of your next billing period. After it takes effect, Petsoft deactivates employees above the Free limit (keeping the earliest-created Account Owner first), and you cannot add pets past the Free pet limit. Nothing is deleted. See The Free plan and Trial status.

Cancelling

The Accounts tab shows your Status, Subscription Tier, Active Facilities, and Account Owners — and it's where you cancel, with the Cancel Petsoft Subscription button.

The account summary and the cancellation warning — you keep access until your next billing date.

Cancelling doesn't cut you off immediately: "Cancelling your Petsoft account will allow you to continue using the application until [your next billing date]." On that date the organization, its facilities, and all logins except Account Owners are deactivated.

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"No refunds will be able to be processed once the account has been deactivated." If you're owed anything, sort it out before the date passes.

Changed your mind before the date? The same tab offers Reactivate Petsoft Subscription, and you'll be billed as normal on your next bill date.

Account Reactivation

If your organization goes inactive, logging in takes you straight to the Reactivation wizard. It has three steps — Update Payment Information, Select Subscription Tier, Select Facilities — and starts with Begin Reactivation.

This is also the path for a paid-plan trial that went inactive without ever completing its first payment — see The Free plan and Trial status. The Free plan is not offered in the Select Subscription Tier step, so an organization that lapsed on the Free plan picks a paid plan there or contacts Petsoft Support.

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Petsoft does not retry a declined card on its own. There's no multi-day retry cycle — if a payment fails, nothing happens until someone enters a working card.

After five consecutive failed attempts the account locks, and the wizard stops being an option. The lock screen is explicit: the only way out is "please contact our support team to unlock your account." Locking also signs out your Account Owners.

So: an inactive account you can fix yourself; a locked account needs support. Don't let it get to five.

Billing History

Account Information > Billing History lists your past subscription charges — Date, Billing Amount, Invoice, Payment Information, and Status. Declined charges appear here too, with their status, which makes it the fastest place to confirm whether a payment actually went through.

Related

• The Free plan and Trial status — what the Free plan includes, its limits, and how a paid-plan trial works.
• Multi-location management — how facility count drives your bill.
• Cosairus Payment Services — taking card payments from your customers, which is a separate thing from paying Petsoft.