Plan and usage
Plan and usage is where an admin sees the current plan and how much of the message, storage and seat allowances is used. This guide covers the General tab of Billing, and what happens when you change plan.
Checked against the app on
Find Billing
Billing is an admin page. Open Settings from the menu on the left, then Billing. Anyone who is not an admin does not see the tab, and opening the address sends them away. The page title is Billing settings, with the line Manage your plan and billing details underneath.
Along the top of the page is a switch with three choices: General, Subscription and Invoices. The page opens on General. That is the tab this guide covers: the current plan, the three usage meters, the list of plans, and the form for an Enterprise enquiry. Subscription and Invoices are covered in Subscription and invoices.
Update your account details
Manage your plan and billing details
Current Plan
Large Team- 1Settings in the left menu.
- 2Billing, the selected tab along the top of Settings.
- 3General, Subscription and Invoices. This guide is General.
On a phone the same three choices stretch across the width of the screen, and the three meters stack one under another instead of sitting in a row. Changing plan is easier on a computer, because the plan cards are wide, but reading the meters is straightforward on a phone.
Centrus
Manage your plan and billing details
Current Plan
Large Team- 1General, Subscription and Invoices, full width on a phone.
- 2Monthly Messages, the first of the three meters. Storage and Users follow underneath.
The current plan
The Current Plan card is the first thing to read on General. The name of the plan sits in a blue badge beside the heading. In the figures here the organisation is on Large Team. The name is whatever plan the organisation is on, so yours may say Small Team, Large Team, Enterprise or Free.
Current Plan
- 1The plan name, here Large Team.
- 2Monthly Messages: how many message credits have been used since the 1st of the month, against the allowance.
- 3Storage: how much of the storage allowance is in use. It does not reset each month.
- 4Users: how many people are on the organisation, against the number of seats.
Each meter is a count, the allowance, and a bar. The bar does not print a percentage. It stays blue while use is under 90 per cent of the allowance, and it turns red at 90 per cent and above. Red is a warning, not a block. Chat, uploads and new people are only stopped when the count reaches the allowance itself, as described under When a limit is reached.
The figures use the published Large Team allowances: 2,500 message credits a month, 10 GB of storage and 20 seats. Small Team is 500 message credits, 1 GB and 5 seats. A plan you have bought extra messages, storage or seats for shows the higher total, because those extras are added on top. How to buy them is in Add-ons.
What the three meters count
The three meters are three different allowances. They do not share a balance, and they do not all reset on the same day. Message credits, automation credits and browser minutes are compared in Credits and browser minutes. This card shows message credits only, under the label Monthly Messages.
- Monthly Messages counts message credits used since the start of the calendar month. The line under the number reads of 2,500 per month on Large Team, or of 500 per month on Small Team. The count runs from the 1st and starts again on the next 1st. On 10/10/2026 the count covers 01/10/2026 to 31/10/2026, and the next count starts at 00:00 on 01/11/2026. Unused credits are not carried over.
- Storage is the size of the files in Train, against the line of 10GB available on Large Team, or of 1GB available on Small Team. It does not reset. Deleting a file, or taking an extra tag off one, is what brings it down.
- Users is the number of people on the organisation, against of 20 seats on Large Team, or of 5 seats on Small Team. It does not reset. Removing a person is what frees a seat.
Monthly Messages is a credit count, not a count of conversations. A reply that fails before any answer is produced is not counted, and neither is one you cancel before any text or file has reached you. What each reply costs, including the model, WhatsApp, a document built in chat, a picture and voice, is set out in Credits and browser minutes. Changing plan does not zero this meter. The credits already used this month stay used.
Storage counts every file once at its size, and once more for each extra tag on it. A file with no tag still counts once. A 10 MB file with three tags uses 30 MB. The same rule is written up, with the places the total is shown, in Upload files.
When a meter is close to its allowance the bar turns red, so you can see it before anyone is blocked. In the figure below, messages and storage are past 90 per cent and seats are exactly on 90 per cent, so all three bars are red. People can still chat, upload and be added until the count reaches the number in the allowance.
Current Plan
Large Team- 1Monthly Messages at 2,312 of 2,500. The bar is red because use is over 90 per cent.
- 2Storage at 9.2GB of 10GB, also red.
- 3Users at 18 of 20 seats. The bar turns red at 90 per cent, which is 18 of 20.
Automation credits and browser minutes are not on this card. Both are included with Small Team and Large Team, at 10,000 automation credits and 300 browser minutes a month, and they reset each month on your billing date rather than on the 1st. See Credits and browser minutes.
Available plans
Under the current plan, Available Plans lists the plans an admin can move to. The heading is Available Plans, with the line Choose the plan that best fits your needs. The order is the free plan, when that plan is on the account, then Small Team and Large Team for the billing period selected on the right, then Enterprise.
The published prices and allowances are the ones on the pricing page, and they are what these figures use. Small Team is £299.99 a month, or £239.99 a month when billed annually, for 5 users, 500 message credits and 1 GB. Large Team is £499.99 a month, or £399.99 a month when billed annually, for 20 users, 2,500 message credits and 10 GB, with priority support. Enterprise has no published price.
Choose the plan that best fits your needs
Billed annually
500 messages
1GB storage
5 users
Agent Builder included (10,000 automation credits, 300 browser minutes)
Add-ons available
Priority support
Custom integrations
Billed annually
2,500 messages
10GB storage
20 users
Agent Builder included (10,000 automation credits, 300 browser minutes)
Add-ons available
Priority support
Custom integrations
- 1Annual is selected, so the prices are the annual monthly figures and each paid card says Billed annually. The badge reads save 20%.
- 2Small Team has Change Plan. Priority support has a cross on this card.
- 3Large Team is the current plan, so its button reads Current Plan and does nothing. Priority support has a tick.
Every Small Team and Large Team card lists the same four allowances, then three rows with a tick or a cross:
- 500 messages or 2,500 messages, 1GB storage or 10GB storage, and 5 users or 20 users. A plan with no cap on messages shows Unlimited messages. A plan with no cap on people shows Unlimited users.
- Agent Builder included (10,000 automation credits, 300 browser minutes) on Small Team and Large Team, monthly and annual. Enterprise does not show this line.
- Add-ons available, Priority support and Custom integrations. A green tick means the plan includes that row. A grey cross means it does not. Large Team includes priority support. The pricing page does not list custom integrations for these plans, so the figure shows that row with a cross.
The button on a paid card is Change Plan. On the plan you are already on, it reads Current Plan and is greyed out, so clicking it does nothing. Monthly and annual are different plans: if you are on Large Team annual and you switch the control to Monthly, the Large Team monthly card says Change Plan, not Current Plan. Enterprise always says Contact Sales.
A free plan card is listed as well when that plan exists for the account. Its price and allowances are the ones set for it, which are not on the pricing page, so they are not quoted here. Confirming it does not open a payment page. That path is under Move to a smaller plan.
Monthly or annual
The switch above the cards has two choices, Annual and Monthly. It opens on the same choice as the plan you are on. If the current plan is neither monthly nor annual, it opens on Annual.
Annual billing is 20 per cent less than month to month, and it is billed as a yearly amount in advance. While Annual is selected, a green badge on the switch reads save 20%, each paid card shows the lower monthly figure, and a green line under the price reads Billed annually. On Enterprise that line reads Discounted billing instead. Switching to Monthly hides the badge and the green line, and shows the month to month prices: £299.99 for Small Team and £499.99 for Large Team.
Choose the plan that best fits your needs
500 messages
1GB storage
5 users
Agent Builder included (10,000 automation credits, 300 browser minutes)
Add-ons available
Priority support
Custom integrations
2,500 messages
10GB storage
20 users
Agent Builder included (10,000 automation credits, 300 browser minutes)
Add-ons available
Priority support
Custom integrations
- 1Monthly is selected. The save 20% badge is hidden, and the cards do not say Billed annually. Both buttons read Change Plan.
The switch only changes which cards you are looking at. It does not change your plan. The plan changes when you press Change Plan or Contact Sales and finish the steps in the next section. You get the same product either way. The allowances for messages, storage and seats do not grow because you pay annually. What changes is the price and the date you are billed.
Message credits still start again on the 1st of each calendar month on an annual plan. Paying annually does not give you a year's messages in one block. Automation credits and browser minutes follow the billing period, which on an annual plan is the year. That difference is explained in Credits and browser minutes.
Change plan
Moving between Small Team and Large Team, or between monthly and annual, uses the same window. Pick Annual or Monthly first, so the card in front of you is the plan you actually want, then click Change Plan.
- 1Open Settings, then Billing, and leave the switch on General.
- 2Set Annual or Monthly.
- 3On the plan you want, click Change Plan. The current plan's button reads Current Plan and does not open this window.
- 4Read Confirm Plan Change. It names the plan, the monthly price, and whether you will be billed annually or monthly.
- 5Click Confirm Change. Cancel closes the window and leaves the plan as it is.
Are you sure you want to change to the Small Team plan?
Price: £239.99 /month
(Billed annually)
Includes Agent Builder Professional (10,000 automation credits and 300 browser minutes).
2Your billing will be adjusted immediately
3- 1Confirm Plan Change. The price is the monthly figure for the plan you picked, and (Billed annually) or (Billed monthly) follows the switch, not a separate choice.
- 2Small Team and Large Team add the line Includes Agent Builder Professional (10,000 automation credits and 300 browser minutes).
- 3The warning Your billing will be adjusted immediately is on the window before you confirm.
- 4Confirm Change continues. Cancel leaves the plan as it is.
What happens after Confirm Change depends on whether the organisation already pays for a plan.
- You already have a subscription. A note at the top of the screen reads Redirecting to payment gateway, and the secure payment page opens. Confirm the new plan there. Centrus updates Current Plan when that page confirms the change, and sends you back to Billing. Confirm Change on its own does not switch the plan.
- You do not have a subscription yet. The same note appears, and the secure payment page takes payment for the plan you picked. When payment completes, that plan becomes the current plan.
- You picked the free plan. There is no payment page. The subscription is cancelled and a note reads Successfully changed to Free plan. What that removes is under Move to a smaller plan.
- 1Redirecting to payment gateway shows for a paid plan change, and the secure payment page opens straight after it.
The window says Your billing will be adjusted immediately. For a paid change, that adjustment is finished on the secure payment page, for the rest of the current billing period. The billing date does not move. Message credits already used this month are not given back, and they are not reset. If the new plan includes Agent Builder, Agent Builder Professional is switched on, with its 10,000 automation credits and 300 browser minutes. Workflows that were stopped by an earlier move to the free plan are not started again by the plan change.
If the change cannot be started, the page says Plan change failed and the current plan stays as it is. Invoices, the card on file and the billing address are on Subscription and invoices, not on this tab.
Move to a smaller plan
A smaller plan uses the same Confirm Plan Change window as a larger one. Centrus does not refuse the change because you are already over the new allowances. People stay on the account, and files stay in Train. The meters can sit past 100 per cent, with the bars full and red, until you remove enough to fit.
Take Meridian FM on Large Team, with 1,204 message credits used, 6.4 GB stored and 14 people. Large Team covers that. Small Team does not: its allowances are 500 message credits, 1 GB and 5 seats. After the move, the same usage is over every allowance.
Current Plan
- 1The badge now reads Small Team. The change was not blocked.
- 2Monthly Messages is already over 500, so chat is blocked until the 1st, or until the allowance is raised.
- 3Users is 14 against 5 seats. The people stay. A new person cannot be added until the count is back within 5, or seats are added.
- Messages. Chat stops for everyone until the 1st, when the count starts again, unless add-on messages cover the gap. The notice is under When a limit is reached. Buying messages is in Add-ons.
- Storage. Files are not deleted. A new file that would land on the allowance or go past it is refused, and so is an extra tag that would do the same. Delete files you can do without, or take extra tags off, until Storage is back under the new allowance. See Upload files.
- Users. Nobody is removed. Adding a person is refused until you are back within the seats, or you add seats. Removing people is in Edit users and roles.
The free plan is the one exception to the payment page. Confirm Change on that card cancels the subscription there and then, and adjusts the charge for the unused part of the period. The note reads Successfully changed to Free plan. Add-ons on the organisation are removed. Agent Builder Professional is removed, and the organisation's Agent Builder workflows are stopped. They are not deleted by the plan change, and they are not switched back on if you later move to Small Team or Large Team. That later move does include Agent Builder Professional again.
Cancelling the subscription from the secure payment page, rather than from this Change Plan button, also moves the organisation to the free plan once the cancellation is confirmed. The Subscription tab is where the current period and the latest invoice are read. See Subscription and invoices.
Contact sales
Enterprise is for a group that needs a dedicated account manager, custom allowances, volume rates on add-ons and named commercial terms. There is no published price, and there is no Change Plan button. The card shows Custom Pricing. With Annual selected it also shows Discounted billing. The button is Contact Sales.
Contact Sales opens a form. It does not change the plan, and it does not open the payment page. Your name, email and company are filled in from the account, and you can edit them. The phone number is optional. The message is required.
- 1Contact Name, Contact Email and Company Name are required. They start filled in from the account.
- 2Phone Number (Optional) can be left blank.
- 3Message is required. Fewer than 10 characters is refused.
- 4Send Message sends the enquiry. Cancel closes the window.
If the name is empty, the form says Contact name is required. If the email is not a valid address, it says Invalid email address. If the message is shorter than 10 characters, it says Please provide more details about your needs. The company name cannot be left empty.
Send Message closes the window when the enquiry has gone, and a note reads Success, then Message sent successfully! We will contact you shortly. If it does not go, the note reads Error, then Failed to send message. Please try again. The plan on the Current Plan card is unchanged either way. Someone from Centrus follows up the enquiry. There is no published Enterprise price to confirm in this window.
When a limit is reached
The red bar on General is only a warning. The block happens in the part of Centrus the person is using, and it happens when the count reaches the allowance, not at 90 per cent. An admin can raise the allowance with a larger plan or an add-on. Everyone else has to wait, or ask an admin.
Messages are checked before a chat reply is sent. When the credits used this month are at the allowance, or over it, Chat shows a red notice: Limits Reached, then Chat limits exceeded, subscribe to a plan or buy add-on messages, with Go to Billing. That button opens this page, which only an admin can use. The same notice is described in Chat in the web app. Voice mode is greyed out earlier, when fewer than 2 message credits are left, which Talk to Centrus covers.
Limits Reached
Chat limits exceeded, subscribe to a plan or buy add-on messages
John Martin
last message sent: less than a minute ago
- 1Limits Reached when this month's message credits are used up. Go to Billing opens Settings, Billing, for an admin.
Storage is checked when a file is added, when a site is imported into Train, and when an extra tag would store the file again. Train then says You've reached your document limit. Dropping several files on the upload area skips the ones that do not fit and says Due to storage limits, 2 file(s) could not be uploaded, with the real number in place of 2. Files that fitted are still added. Adding a tag that would go over the allowance says Adding tags would exceed your storage limit. How the size is counted, and how to bring it down, is in Upload files.
Seats are checked when an admin adds a person. One person over the allowance is refused with You've reached your users limit. A file of many people is refused with Cannot create 8 users. You have 2 user slot(s) remaining. Upgrade your plan or remove 6 user(s) from the CSV. The numbers are the real count, the seats left, and how many rows to take out. People already on the account are not removed. Adding and removing people is in Edit users and roles.
- 1Train, when files were skipped because they would pass the storage allowance.
- 2Edit users, when another person would pass the number of seats.
Add-on messages, storage and seats raise the three numbers on this card as soon as they are on the account. They are bought from the same General tab, and only on a plan that includes add-ons. The steps, the price of each block and what each one switches on are in Add-ons.
Messages you might see
These are the messages Billing, Chat, Train and Edit users show when a plan change is refused or a limit is in the way. The secure payment page has its own messages, which are not listed here.
| Message | What it means | What to do |
|---|---|---|
| Plan change failed | Confirm Change did not finish. The current plan is unchanged. | Try again. If the secure payment page opened, finish the change there. |
| Redirecting to payment gateway | A paid plan change is opening the secure payment page. It is not the confirmation that the plan has changed. | Wait for the page to open, and confirm the plan there. |
| Successfully changed to Free plan | The subscription is cancelled and the free plan is now current. Add-ons are removed, and Agent Builder workflows are stopped. | Read Current Plan. Move back to Small Team or Large Team if you still need those allowances. |
| Your billing will be adjusted immediately | The warning inside Confirm Plan Change, shown before you confirm, for every plan. | Check the price and (Billed annually) or (Billed monthly), then click Confirm Change or Cancel. |
| Limits Reached | Message credits used this month are at the allowance or over it. The line under the title is Chat limits exceeded, subscribe to a plan or buy add-on messages. | Wait until the 1st, or ask an admin to change plan or buy messages. Go to Billing opens this page. |
| You've reached your document limit | A file, a site import or similar would land on the storage allowance or go past it. | Delete files or remove extra tags. See Upload files. |
| Due to storage limits, 2 file(s) could not be uploaded | The upload area skipped that many files. The number is the real count. Files that fitted were still added. | Make space, then upload the skipped files again. |
| Adding tags would exceed your storage limit | Another tag on the file would count its size again and pass the allowance. | Take an extra tag off another file, or add storage. |
| You've reached your users limit | Adding one person would land on the seat allowance or go past it. Existing people are kept. | Remove someone, move to a larger plan, or add seats. See Edit users and roles. |
| Cannot create 8 users. You have 2 user slot(s) remaining. | A list of new people is larger than the seats left. The message also says to remove the extra rows from the file. | Shorten the list to the seats left, or add seats, then import again. |
| Contact name is required | Contact Sales was sent with an empty name. | Type a name. The field starts filled in from the account. |
| Invalid email address | Contact Email is not a valid email address. | Correct the address. It starts as the address on the account. |
| Please provide more details about your needs | The Contact Sales message is shorter than 10 characters. | Write at least a short sentence, then click Send Message. |
| Message sent successfully! We will contact you shortly. | The Enterprise enquiry was sent. The plan is unchanged. The title of the note is Success. | Wait for Centrus to reply. Nothing else on this page needs confirming. |
| Failed to send message. Please try again. | The Enterprise enquiry did not send. The title of the note is Error. | Click Send Message again. |
Who can do what
Opening Billing, reading these meters and changing the plan are all limited to admins. The limits themselves apply to everyone in the organisation.
John Martin
Admin, Operations director
- Open Settings, then Billing
- Read the meters and change plan
- Open Contact Sales
- Open Subscription and Invoices
Sarah Price
Not an admin
- Open Settings, then Billing
- Read the meters or change plan
- Chat until the message allowance is used
- See Limits Reached, with Go to Billing
| Action | Who |
|---|---|
| Open Settings, then Billing | Admins. Anyone else does not see the tab and is sent away |
| Read Current Plan, the meters and Available Plans | Admins |
| Switch Annual and Monthly, and click Change Plan | Admins |
| Finish a paid change on the secure payment page | Admins |
| Click Contact Sales and send the enquiry | Admins |
| Open Subscription or Invoices | Admins. See Subscription and invoices |
| Chat, upload files and be counted as a seat | Everyone. The allowances are for the whole organisation |
| See Limits Reached in Chat | Whoever sends a message once the month's credits are used up |
To give someone admin, or to add and remove people against the seat count, see Edit users and roles.