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Managing your subscription & billing

Updated

Changing plans, managing users on your subscription, billing mechanics, and canceling.

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Plans and changing them

Covers what the plans include, upgrading and downgrading, changing your subscription plan, and reducing the number of users on it.

Insightly offers subscription-based plans at a per-user cost, paid monthly or annually for a discounted rate, plus a limited-time trial. A trial account is set at the Professional plan level. Plan selection applies to the entire account and all users on it; you cannot subscribe some users to a higher-level plan and others to a lower-level plan.

To change your plan, log in as an administrator, click the profile icon, and select Billing & Account > Billing Details > Adjust Plan. Choose the Upgrade or Downgrade button below the plan you want, select an annual or monthly subscription term (a discount is calculated for annual), and set the number of user licenses. Confirm the total and click Update Subscription.

Choosing a Subscription Plan in Insightly — This image shows a subscription plan selection dialog in Insightly CRM, displaying three pricing tiers with upgrade options, where the rightmost plan is marked as the user’s current plan. The bottom section lists Enterprise plan features including workflow automation, permission control, unlimited custom dashboards, and dynamic layout rules, helping users compare plans before upgrading.

If you are downgrading, check the limits on the Billing Details page and the pricing page first to make sure you are not over the limit for the lower plan. If you are over, you will need to delete users, records, files, custom fields, email templates, and dashboard cards, and empty the Recycle Bin, to reach the lower limit.

To reduce the number of user licenses, an administrator first deletes the active users who will no longer use Insightly from System Settings > Users, then reduces the licenses on the Billing & Account pages. You cannot select a three-license subscription while four active users exist. No data is lost when a user is deleted; the deleted user stays associated with their completed tasks, emails, and closed projects.

Navigating to System Settings in Insightly — The screenshot shows how to access System Settings by clicking the profile icon in the top-right corner and selecting “System Settings” from the dropdown menu. Once inside, the Users section is highlighted in the left sidebar, where administrators can manage user accounts listed with their associated email addresses.
Subscription User Count Minimum Warning — A dropdown menu for selecting the number of users shows a tooltip warning that the minimum number of users cannot be set below the current user count, with number 4 highlighted as the minimum. This is relevant for administrators trying to reduce their user count during a subscription purchase or modification.

ℹ️ A plan can show a gray “Ineligible” label when your account is over that plan’s limit for the total number of records, the number of custom fields, the number of email templates, or the space used by uploaded files and email attachments. Hovering over the Ineligible label shows which limit is exceeded. Remove the excess items to become eligible.

Subscription Plan Eligibility With Tooltip Warning — A “Choose a Subscription Plan” screen displays three tiers—Plus, Professional, and Enterprise—where a tooltip on the Professional plan explains the user is ineligible due to exceeding record and custom field limits. Only the Enterprise plan shows an active “Upgrade” button, indicating it is the only available option for users who have outgrown lower-tier limits.

Billing mechanics

The billing schedule and credit card charge process, changing your billing or invoice information, the refund policy, and payment FAQs.

When you upgrade to a paid plan, you enter credit card information for automatic billing. On your monthly or annual renewal date, the system attempts to bill the card. If the card fails, the account owner receives an email with a link to update the card. Billing is retried automatically up to four times: the initial attempt, then three more after 3, 5, and 7 days. If the card still fails after four attempts, the paid subscription is canceled. Data is retained for two weeks after cancellation as a grace period, after which it is deleted. An administrator can update the billing information on the Billing & Account page during that period to reinstate the account.

To update the card, go to Billing & Account > Invoices and Payments, scroll to Billing Details, and click Update Billing Information. To add custom text such as a company name or VAT number to future invoices, click Add Optional Invoice Information under Invoices and Payments, enter your changes, and click Update.

Billing Details Page with Update Button — This screenshot shows the Billing Details section of an Insightly account, displaying the current billing cycle (Monthly at $49.00), next charge date (March 7, 2014), and a stored American Express card ending in 0005. The “Update Billing Information” button is highlighted with a red box, indicating it is the key action users should click to change their payment details.
Update Billing Information Form in Insightly — This screenshot shows the Update Billing Information page in Insightly, where users can view their current card on file and enter a new card number, expiration date, and CVC to replace it. It also displays a note reminding users that subscriptions renew automatically and that refunds are not issued per section 5.1 of the Terms of Service.
Updating Optional Invoice Information in Billing — The screenshot shows the “Invoices and Payments” section under Billing & Account, where a user can enter custom text such as a company name and VAT number to appear on invoices. This is useful for businesses that need to include specific billing details like tax identification numbers on their invoices.

Insightly does not offer a PayPal payment option; upgrading through the app requires a credit card. As stated in the Terms of Service, Insightly does not issue refunds. If you are transferring your subscription to a different Insightly account (for example, when changing Google Workspace domains), upgrade the new account and send a request for a credit transfer to Insightly Support.

Account ownership

The Billing Contact can be set to someone other than the Account Owner. By default it matches the Account Owner, but you can change it via the dropdown in the Account Owner section under Invoices and Payments. All invoices and billing information are sent to the email address associated with the Billing Contact.

Changing the Billing Account Owner in Insightly — This screenshot shows the Account Owner section under Billing & Account settings, where the current billing owner (Kourtney Stuthard) is displayed and a dropdown allows nominating a new account owner. This is relevant for users who need to transfer billing responsibilities to another team member using the “Change Account Owner” button.

Canceling

Self-serve cancellation and account deletion are the same action. Using Cancel Account in the Billing and Account settings permanently deletes the account and all of its data, with no way to recover it. To stop billing without deleting the account and its data, contact Insightly billing rather than using the self-serve Cancel Account option.

How to Access Cancel Account Option — The screenshot shows the Insightly CRM account billing page with a red arrow pointing to the “Cancel Account” option in the left sidebar, accessible after clicking your profile icon and selecting “Billing & Account.” This helps users locate the cancellation option within their account settings.
Cancel Account Option in Billing Settings — The Billing & Account section shows a “Delete This Account for All Users” panel with a “Request Account Cancellation” button that contacts an Insightly representative to process the request. A red warning message alerts users that cancelling the account will permanently delete all data with no option to retrieve it.
Account Cancellation Request Dialog Box — A modal popup titled “Create Account Cancellation Request” contains two fields for the user to fill out: a text area for the reason to cancel and a phone number field. It includes a “Cancel” button to dismiss the dialog and a red “Cancel Account” button to proceed with the cancellation.
Delete Account Confirmation Dialog in Insightly CRM — A modal dialog box prompts the user to type “Delete Everything” to confirm permanent deletion of the entire company account and all data. This irreversible action is finalized by clicking the highlighted “Delete Account” button, making it critical for users to understand before proceeding.
Insightly Account Cancellation Confirmation Page — This screenshot shows the confirmation page a user sees after successfully canceling their Insightly account, informing them their account is scheduled for deletion and they won’t be charged again. It also displays a prompt asking the user to complete a quick survey explaining why they canceled.

Plan limits

Limit Plus Professional Enterprise
Records 100,000 250,000 500,000
File storage 10 GB 100 GB 250 GB
Record imports 25,000 rows 50,000 rows 50,000 rows
Email templates 100 Unlimited Unlimited
Emails sent per day (excluding workflow automation) 2,500 5,000 10,000
Scheduled reports 25 100 250
API calls per day 40,000 60,000 100,000
Products, Price Books and Quotes Not available Not available Available
Custom objects Not available 25 200
Custom fields 50 100 200
Custom shared dashboard cards Not available 100 Unlimited
Custom private dashboard cards Not available Unlimited Unlimited
Custom apps Not available Not available Available
Workflow Automation Not available 50 50
Workflow automation email limit per day Not available 100 x licenses 100 x licenses
Custom page layouts Not available Available Available
Dynamic Layout Rules Not available Not available 15 per layout
Calculated Fields Not available Not available 20
Roll Up Summary Field Not available Not available 1 per object
Validation Rules Not available Not available 50
Audit log retention Not available Not available 18 months
Custom Queues Not available Available Available
Lambda function Not available Not available 50
SAML and SCIM single sign-on (SSO) Not available Not available Available
Sandbox Not available Not available 1

ℹ️ Certain limits (file storage, record limit, custom fields, custom shared/private dashboard cards, SSO) can be increased by purchasing add-ons through a Customer Care Agent.

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