Table of contents:
View Your Subscription
Click your name in the bottom-left corner of the sidebar, then select Billing. (Legacy Hub: profile icon at the top right → Billing.) Billing is only shown to account owners and admins.
You'll see two panels side by side:
Your current plan — your plan name, what's included, and the price.
Usage — properties/guides created, CRM contacts, SMS, Message Hub e-mails, and team seats, each against your plan's limits.
Accounts on older Legacy plans see an older version of the billing page.
How to upgrade or change your plan
Go to Billing (see above).
Click Manage Subscription.
In the pop-up, choose what you'd like to do: Change plan, Change billing details, Pause subscription (if available for your account, see below) or Cancel subscription.
Click Change plan and you'll land on the Edit your plan screen:
A number of guides stepper for your current plan, with the total price updating live. Click Confirm change to apply.
Next to your plan name there's a Change button to switch tiers. This opens the Plans & pricing comparison, where you can toggle Annual (up to 30% off) or Monthly and click Choose plan on the tier you want.
If you're on Legacy Max (a plan from before we introduced tiered pricing), there's no Change button; you can only adjust your guide count within that plan.
Please note that only the account owner or an admin can make subscription changes.
How pricing is calculated when a subscription is upgraded
When you upgrade, by adding guides or moving to a higher tier, we'll charge a prorated amount right away, as soon as you confirm the change. That just means you only pay for the time left in your current billing period at the new rate. This works the same way on every plan, including Legacy Max.
Example:
You're on a 1-property plan at $99/year (started Jan 1, 2023)
You upgraded to 2 properties at $150/year on May 20, 2023
You have 225 days left in your year
Prorated charge today: $31.44
(We take the $51 difference, divide by 365 days, then multiply by your remaining 225 days.)
Your next renewal (Jan 1, 2024): $150 for the full year.
On your invoice, the prorated amount shows as two lines: a charge for the remaining time on your new plan, and a credit for the unused time on your old plan.
💡 The total shown in Edit your plan is your new price for a full billing period, not the amount you'll pay today.
⚠️ If your card payment doesn't go through, your plan stays as it was and you aren't charged. Update your card under Billing → Manage Subscription → Change billing details, then confirm the change again. The unpaid invoice from the first attempt is voided automatically, so you're only charged once.
How to downgrade your plan
If you need fewer guides than your plan currently allows:
Delete the guide(s) you no longer need first, so your usage matches the plan you're moving to. See How to delete/archive and restore a guide.
Follow the How to upgrade or change your plan steps above and reduce your guide count, or move to a smaller tier (Starter/Growth/Pro).
Before the change is confirmed, you'll be asked to choose a reason for moving to a smaller tier and/or reducing your guide count. If you pick the reason about moving to a competitor, a short comment is also required.
What changes when you move to a smaller plan
If your new plan doesn't include a feature you're using, that feature is switched off across your account and guidebooks as soon as the plan changes. This can include:
PIN protection — guests are no longer asked for a PIN. Your PIN itself is kept.
Contact collection form
Guest AI chatbot
Leave a review pop-up and content feedback
Two-way messaging (US accounts)
⚠️ Upgrading again doesn't switch these back on. If you move back to a plan that includes them, turn each feature on again yourself. The only exception is two-way messaging, which comes back on automatically.
How to pause your subscription
If you need a break, some accounts can pause their subscription instead of cancelling.
Go to Billing and click Manage Subscription.
Click Pause subscription and choose how long to pause for (1 to 6 months).
Who can pause:
The option only appears if it's available for your account, and only for an active, paid, monthly subscription paid by card.
It isn't available on annual plans, or if a cancellation or downgrade is already scheduled.
After a pause, you normally need to wait 3 months before you can pause again.
Some pause lengths may be unavailable, for example if there's no card on file or your card expires before the pause would end.
You may also be offered a pause when you start cancelling your subscription (see below).
How to cancel your subscription
Go to Billing and click Manage Subscription.
Click Cancel subscription.
You'll be asked why you're cancelling — select the closest reason, optionally add more detail in the feedback box, and submit.
If your account qualifies, you may be offered a pause instead. Accept it to schedule a pause, or decline to carry on cancelling.
If you weren't offered a pause, depending on the reason you chose you may be offered a chat with our Support team or a call with our team instead. If you accept, your cancellation stops there. To carry on, click No thanks, continue cancelling.
On a paid plan, you'll then be offered the Free plan. To cancel, click Cancel anyway. This opens the Stripe billing portal, where you complete the cancellation.
⚠️ Choosing a reason doesn't cancel your subscription on its own. Make sure you finish the last step in the Stripe billing portal.
ℹ️ About the Free plan: Continue with a free plan takes you to the plans list, but the Free plan can't be switched on while your paid subscription is still live, and it isn't available on legacy plans (including Legacy Max). Cancel your paid subscription first; if the Free plan still can't be selected, contact our team.
👉 Your cancellation takes effect at the end of your current billing period — so you can keep using Touch Stay right up until that date; it isn't immediate.
📌 Important
Please note that only the account owner or an admin can make subscription changes.
If you get stuck partway through, just contact our support team and we'll take care of it for you.
💡 Looking to permanently delete your account and all its data, rather than just cancel your subscription? See How to permanently delete your Touch Stay account.
Cancellation and refund policy
For full details on our technical and refund policies, head to our Touch Stay Refund & Cancellation Policy page.
🤝 Need help?
Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.
You can also reach out to our team at [email protected], and we'll be happy to help.