Billing and plan FAQ

Does a plan belong to a user or an organization?

To an organization. Everyone working in that organization receives the organization's capabilities. A subscription for one organization does not unlock another organization.

Who can buy or change the plan?

Only the organization owner. An invited member cannot start checkout, change seats, cancel the subscription, or pay for somebody else's organization.

Which users consume paid seats?

Users who receive editor permissions consume paid editor seats. View-only members do not. The organization owner also occupies an editor seat because the owner can change organization content.

What happens when all editor seats are occupied?

SysCraft does not grant another user editor access beyond the paid quantity. The owner can remove an unused editor, change that user to view-only access, or add seats. Direct API requests are checked by the same server-side limit.

Why can I see a feature with a lock?

The selected organization's plan does not include it. Depending on the SysCraft deployment configuration, unavailable paid features can be hidden, displayed as disabled, or displayed with a lock that explains the restriction.

For owners, the explanation includes a route to the tariff page with the current organization selected. Members are asked to contact the organization owner. This behavior is configured by the service operator and cannot be changed by a user. It never bypasses the server-side plan check.

Can a Basic organization create branches?

No. Branch creation requires Team or a higher plan. A locked branch action explains the required plan; the backend also rejects a direct request from a Basic organization.

What happens if I add a seat halfway through an annual term?

Paddle calculates a prorated charge for the remaining part of the current term. Existing seats are not purchased again for a second full year. Before confirmation, the change preview shows the immediate amount; the next renewal uses the new total seat quantity.

Can I reduce the seat quantity below the number in use?

No. First remove editor access from the required users or change them to view-only. SysCraft prevents a paid seat quantity lower than the current editor usage.

What happens when I upgrade from Team to Scale?

The subscription is changed rather than duplicated. The change takes effect immediately. Paddle credits the unused Team time against Scale, calculates the prorated difference for the remaining term, and shows the amount due before confirmation. The next renewal is based on Scale and the selected seat quantity.

Can I downgrade from Scale to Team without contacting support?

Yes. Open Profile → Tariff plans, select the organization you own, and choose Review downgrade to Team. SysCraft displays Paddle's preview before confirmation. Team access starts immediately after the change. The prorated credit for unused Scale time is applied to the next renewal invoice rather than automatically returned to the card.

Where does unused money go when I reduce seats?

Paddle calculates the unused part of removed seats. Any resulting amount is stored as customer credit in the same currency and automatically applied to future Paddle charges. It is not automatically paid back to the original payment method. A cash return requires a separate approved refund.

Can I change the plan and seat quantity together?

Yes. Open Profile → Tariff plans, set the required Paid editor seats quantity, then choose Review upgrade or Review downgrade. SysCraft requests one Paddle preview containing both the target plan and the target seat quantity. Review the immediate charge or credit and the future recurring total, then confirm the combined change. The seat quantity can never be lower than the number of editor seats currently in use.

How do I downgrade to Basic?

Open Payment method, invoices or cancellation and cancel renewal in Paddle. Normal cancellation keeps the current paid plan until the end of the already-paid period, then SysCraft moves the organization to Basic. Cancellation does not automatically request or issue a refund.

Does canceling immediately return my money?

No. Cancellation and refund are separate operations. Normal cancellation stops the next renewal and keeps paid access until the end of the paid period. A refund must be requested separately and is subject to Paddle's policy and applicable law.

What happens after cancellation?

At the end of the paid period the organization moves to Basic. Existing data is retained. Paid-only functions are locked, and operations that would increase usage beyond Basic limits can be blocked. Owners can still review, export, and reduce existing content.

What happens after a full or partial refund?

An approved full refund ends the paid entitlement associated with the refunded payment and can suspend paid access immediately. A partial refund records and returns only part of the payment; it does not automatically change the plan or seats unless the subscription is changed separately.

What happens after a chargeback?

A chargeback can suspend paid access while the payment is disputed. If the chargeback is reversed, SysCraft restores paid access only when the underlying subscription is still active. The payment, adjustment reason, amount, and status remain in the audit history.

Who should I contact?

Use Support in SysCraft and include the organization name and transaction or subscription reference. Never send card details by email or chat.