Change or cancel your plan

Lumen uses Shopify's plan billing. You choose and change plans on a Shopify page, and Shopify handles the charges.

Upgrade

1. Go to Apps → Lumen → Pricing.
2. Click Start free trial or Upgrade on the plan you want. For Scale, click See all plans.
3. Shopify opens its plan page for Lumen. Choose the plan and approve the charge.
4. Back in Lumen, the new features are on right away.

Downgrade or switch plans

1. Go to Apps → Lumen → Pricing and click Manage subscription.
2. On Shopify's plan page, pick the plan you want and approve it.

Shopify decides how the change is billed, such as credits for the rest of the billing period. Check the details Shopify shows before you approve.

What changes when you move down

Pro+ or Scale → Pro

• The custom AI persona stops being used. The text is kept if you move back up.
• The custom avatar goes back to the default.
• Analytics go back to the basic view.

Pro → Free

• Monthly conversations drop to 50.
• Ticket email alerts stop. Tickets still open in Tickets.
• Analytics, CSV export and weekly reports stop.
• "Powered by Lumen" appears again.
• The widget goes back to the default position.

Cancel

To stop paying but keep using Lumen, move to the Free plan.

To remove Lumen completely, uninstall it from Settings → Apps and sales channels in Shopify. Uninstalling:

• removes the tracking page, tracking form and chat widget from your storefront,
• cancels your Lumen subscription, and
• deletes your store's Lumen data. See Data handling.

You can reinstall at any time, but you'll need to set Lumen up again.