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Billing & subscription management

View your plan, update payment methods, download invoices, and change your MessageDesk subscription, all from Account → Billing.

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TL;DR

  • Go to Account → Billing to see plan, next charge, seats, billing cycle, and invoice history.
  • You can add/update a payment method, download invoices, and cancel from the same page.
  • To change plans (upgrade/downgrade), contact support. Upgrades prorate immediately. Downgrades apply on your next billing cycle.

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Open your billing settings

  1. Click your profile icon (top-right).
  2. Choose Account → Billing.
Billing Pn

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Start a subscription (new workspaces)

If your workspace doesn’t have a subscription yet, Settings → Workspace Settings → Billing & Subscription shows the plan picker instead of your plan details.
  1. Choose Monthly or Yearly billing.
  2. Click Start trial under Team or Pro.
  3. Add a payment method when prompted.
Your 14-day free trial starts once you add a payment method. For the full walkthrough, see Select a subscription and add a payment method. Enterprise plans aren’t in the plan picker, so Enterprise customers should contact sales.
Each workspace has its own subscription. Subscriptions are tied to the workspace, not the tenant. When a tenant admin adds a workspace, the new workspace starts with no subscription and can’t send messages until it has an active one, even if another workspace under the same tenant is already paid. Checkout happens per workspace.

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Manage your subscription

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View current plan & billing details

The Billing page shows:
  • Plan name and price.
  • User seats (quantity).
  • Billing cycle (monthly or annual).
  • Next billing date.
  • Billing contact: name, email, address, phone.
  • Invoice history.
Seat minimums. The Team plan needs at least 3 user seats. The Pro plan has no seat minimum. If you connect your own Twilio numbers (BYOC), the 3-seat minimum on Team is waived. See Pricing for plan details.
Billing Portal Pn

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Change plans (upgrade or downgrade)

To change plans, contact support.
  • Upgrades. Take effect immediately and prorate.
  • Downgrades. Take effect on your next billing date.

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Payment methods

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Supported options

  • Card (Visa, Mastercard, Amex, Discover).
  • Bank (ACH).

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Add or update a payment method

  1. Go to Account → Billing.
  2. Click + Add payment method.
  3. Enter your details.
  4. Click Add.
Set a new method as default during or after adding it.

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Use a different card for each workspace

If you run several workspaces under one tenant, their subscriptions all bill through the same billing customer, so every payment method you add is available to all of them. By default, each subscription charges your default payment method.
  1. Go to Account → Billing and add each card you want to use (see Add or update a payment method).
  2. Email support@messagedesk.com from a workspace admin email. List each workspace name and the last 4 digits of the card that should pay for it.
  3. We’ll set that card as the default payment method on that workspace’s subscription.
Assigning a card per subscription isn’t self-service yet. Until support makes the change, all of your workspace subscriptions charge the same default payment method.

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Remove a payment method

You must have at least one active payment method on file.
  • Add a new method first, then remove the old one.

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Billing information & history

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Update billing contact info

On Account → Billing, edit name, email, address, or phone in the Billing information section, then Save.

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View & download invoices

  1. Go to Account → Billing.
  2. Scroll to Invoice history.
  3. Click any invoice to view or download (PDF).

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Tax-exempt status

If your organization is exempt from sales tax (nonprofits, government agencies, educational institutions, tribal entities, First Nations, foreign diplomats, and similar), MessageDesk can apply your exemption to future invoices.

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How to submit your exemption

  1. Email a signed copy of your exemption document to support@messagedesk.com.
  2. Send from an email tied to a workspace admin so we can match the request to your account.
  3. We’ll apply the exemption on our end. Future invoices will render without sales tax.
We don’t automatically refund sales tax already charged on prior invoices. If you need a retroactive adjustment, mention it in your email and we’ll review it case by case.

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What document to send

A W-9 isn’t a sales-tax exemption certificate. Send the state- or country-specific document below. United States
Most US states publish an exemption certificate form. For example, Ohio’s STEC B, Sales and Use Tax Blanket Exemption Certificate. Use the certificate issued by the state where your organization is registered.
Canada

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Cancel subscription

Cancelling a subscription stops billing. It doesn’t delete your workspace or your data.
  1. Go to Account → Billing.
  2. Click Cancel subscription.
  3. Confirm Cancel subscription.
Your workspace stays active until the end of the current billing period. After that, MessageDesk severs the subscription ↔ workspace link and the workspace enters a locked state. Your data is retained for 90 days. If you resubscribe within that window, the workspace unlocks with everything intact.
Cancelled workspaces are automatically deleted after 90 days. If you don’t resubscribe within 90 days of cancellation, the workspace and its data are permanently deleted. If you want to delete the workspace sooner than 90 days, see Delete a workspace.
Subscriptions and workspaces are separate entities. Cancelling a subscription doesn’t immediately delete the workspace. It enters a locked state and is deleted 90 days later if you don’t resubscribe.

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FAQ

When will I be charged?
On the same day each month (monthly plans) or once per year (annual plans). Your next billing date shows in Billing. What happens if my payment fails?
We’ll retry the charge and send an email. Update your payment method to avoid service interruption. Can I get a refund?
Refunds are handled case-by-case. Contact support to review your situation. I added a second workspace. Why is it asking me to pick a plan again?
Because every workspace has its own subscription. A paid subscription on one workspace doesn’t cover another, even under the same tenant. Pick a plan and add a payment method in the new workspace to start its trial. See Start a subscription (new workspaces). Can each workspace be billed to a different credit card?
Yes. Add every card under Account → Billing, then contact support with the workspace name and last 4 digits of the card for each one. See Use a different card for each workspace. Can I switch plans later?
Yes. Contact support to upgrade or downgrade. Upgrades prorate immediately. Downgrades apply on your next cycle. Do you support sales tax exemption? Can I submit a W-9?
Yes, we support sales tax exemption. Email a signed state- or country-specific exemption certificate to support@messagedesk.com from a workspace-admin email, and we’ll apply it to future invoices. For US 501(c)(3) nonprofits, that’s a Sales Tax Certificate of Exemption or your IRS determination letter. For Canadian First Nations exemptions, it’s a Certificate of Indian Status. A W-9 alone isn’t a sales-tax exemption. We need the state- or country-issued exemption document. See Tax-exempt status for the full list.