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Getting Started with CommCare
Select the best CommCare software plan
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To add more mobile users or to access more advanced features, you can upgrade to a higher-level software plan. If you need more advanced features but want to keep the same number of users, you will still have to upgrade to the higher-level software plan.
For specific plan details, please see https://www.dimagi.com/commcare/pricing/ or CommCare Pricing Overview .
If you believe that you may require personal support in launching your application, please check out our CommCare onboarding packages: https://www.dimagi.com/commcare/onboarding/.
Understanding Dimagi's offerings
Fees for additional users
Mobile users: Each plan comes with a number of mobile users free of charge. This number represents all mobile users that are not currently deactivated. Both active and inactive mobile workers are counted. To reduce your number of mobile users, you can deactivate inactive users. Read more about archiving users on https://dimagi.atlassian.net/wiki/x/uCnKfw. If you exceed the number of mobile users included for free in your plan, you will be charged $2/month for each additional mobile user.
Web users: There is no limit to the number of "web users" you can have. For the difference between a web user and a mobile user, please see https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143957921/Roles+and+Permissions+Overview#Mobile-Workers-vs.-Web-Users.
Fees for SMS
Dimagi charges incoming and outgoing messages on a per-message fee for both Dimagi's gateway and your own Android gateways.* To view SMS prices for using Dimagi's connections in each country, click here.. You can choose a connection for your project under Messaging -> SMS Connectivity
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*Outgoing SMS refers to SMS sent by CommCareHQ to the mobile users, other registered beneficiaries, or end-clients. Incoming SMS refers to SMS sent by users to CommCareHQ.
Starting and managing your subscription to a software plan
Subscribing to a software plan
Please note that you need to create a project space before you can subscribe to a software plan. Learn how to create a project space at https://dimagi.atlassian.net/wiki/x/fCXKfw.
Log into CommCareHQ and go to the project space you want to subscribe to a plan.
Click the settings wheel at the top right of the page, then click "Current Subscription".
Click the blue "Change Plan" button and select and confirm your plan.
Please note that your invoice will be sent to your Billing Contact. To make sure the billing contact information is accurate, visit your Project settings>Billing Information page. If there aren’t any Billing Contact, invoices will by default be sent to the web admin users on the project.
Monthly and Annual Billing
You can choose to be billed on a monthly pay-as-you-go basis or pre-pay for a year in advance to benefit from our discounted Annual pricing.
30 day minimum commitment for Monthly billing: Please note that all Monthly billed plans require a 30 day minimum commitment. In other words, after subscribing to a plan, you can only downgrade after 30 days. If you try to downgrade during the 30 day window, your plan will be scheduled to auto-downgrade at the end of the 30 day window.
12 month minimum commitment for Annual Billing: Please note that all Annually billed plans require a 12 month minimum advance payment (prepayment) commitment within 30 days of sign-up. If you cancel or downgrade within 90 days, starting from the start date of your Subscription Term, you will be charged on a prorated basis for the service provided, and rest will be fully refunded. After 90 days, the advance payment is non-refundable and the service will continue until the end of the Subscription Term.
Important: Please refer to our Billing terms before signing up for a monthly or annually billed subscription.
Applying for a pro-bono plan or feature
Dimagi offers pro-bono software plans or features on a need-only basis. Pro bono applications are usually granted to small organizations who want to do a small or pilot project and who have thoroughly considered their feature needs. You can apply for a pro-bono plan by filling out this application.
Please remember: Our Community software plan is completely free, supports up to 5 mobile users, and gives you access to all basic CommCare features.
Applying for a developer plan
Developer accounts will be offered pro-bono to developers looking to write tools that integrate with CommCare. To make a developer account request, please email information@dimagi.com.
Renewing your subscription
If your current subscription is ending within the next 90 days, you can renew at any time by clicking “Renew Plan” under your Project Settings > Current Subscription.
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You will also receive Subscription Ending email reminders from CommCare 30 days, 10 days, and 1 day prior to your current subscription end date. All Contact Emails listed in your Subscription Billing Information page and all Admins of your project space will receive these alerts.
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Payment
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For any additional support, please contact accounts@dimagi.com.
Upgrading or downgrading to another software plan
Monthly Billing:
You can upgrade to another software plan at any time. Please note that:
All upgrades require a 30 day minimum commitment. You will not be able to downgrade your subscription before your subscription has been active for at least 30 days.
The subscription will take effect as soon as you make the change in your project settings. If you change your subscription in the middle of the month, you will only be billed for the portion of the month when your subscription was active.
If you downgrade to a lower-level subscription, please note that the features that were only available in the higher subscription level will be made inactive.
To upgrade or downgrade, go to Project Settings > Current Subscription > Change Plan
Annual Billing:
To upgrade or downgrade, go to Project Settings > Current Subscription > Change Plan
Pausing a subscription
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Monthly Billing:
All monthly subscriptions require a minimum 30 day commitment. You can pause a subscription at any time after the first 30 days by navigating to Project Settings > Current Subscription > Change Plan and selecting the Pause Subscription option.
What happens after your subscription gets paused?
You will lose access to your project space, but you will be able to re-subscribe any time in the future.
You will no longer be billed. However, based on your payment method you may have an open invoice for the service provided this month.
Re-subscribing will restore full access to your project space, including your data, apps, report, and configurations.
Annual Billing:
To pause your subscription, go to Project Settings > Current Subscription and click “Change Plan” > Select “Pause Subscription”.
Monthly Billing:
All monthly subscriptions require a minimum 30 day commitment. You can pause a subscription at any time after the first 30 days by navigating to Project Settings > Current Subscription > Change Plan and selecting the Pause Subscription option.
What happens after your subscription gets paused?
You will lose access to your project space, but you will be able to re-subscribe any time in the future.
You will no longer be billed. However, based on your payment method you may have an open invoice for the service provided this month.
Re-subscribing will restore full access to your project space, including your data, apps, report, and configurations.
Annual Billing:
To pause your subscription, go to Project Settings > Current Subscription and click “Change Plan” > Select “Pause Subscription”.
For best practices on pausing, please refer to https://dimagi.atlassian.net/wiki/x/GYCPi.
Making a payment and getting an invoice
Payment Options
You have following payment options:
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In addition to updating your billing contact information, you also have the option of saving a new credit card that can be used for pre or post-payment for your account, and you can elect to use this card for monthly auto payment as well.
Other FAQ about our software plans
API access: Is the CommCare-Export tool considered use of API Access for the purposes of software plan/billing?
The CommCare Data Export Tool is available to CommCare users at a Pro plan or higher.
Dimagi support: How does my software plan affect the level of support I get from Dimagi?
Unless you have a services agreement, your software plan determines the level of support you receive from Dimagi.
Community & Standard - use our regular support channels (the "Report an Issue" button and the CommCare-users group) to get general support. Standard plan users have access to more direct email support follow-up.
Pro - In addition to general support, you can ask support questions specific to your project's application and content. You will not have a specific Dimagi point of contact.
Advanced - In addition to our regular support channel you will have a point person from Dimagi person for app/content support specific to your project.
HIPAA security: What is the difference between HIPAA security at each level?
Our standard, Pro and Advanced plans currently adhere to the same security standards from a technology standpoint. The key difference is whether Dimagi is willing to assume liability and sign a "Business Associates Agreement" (BAA), which we offer with Advanced and Enterprise plans. If you're unsure what your organization may need in order to adhere to institutional data privacy and security, please contact us.
Custom reports: What are the custom reports that are offered in the Pro, Advanced, and Enterprise software plans?
If your organization has a Pro, Advanced, or Enterprise software plan, you have the option to access custom reports in your project space. You must contract with Dimagi to have custom reports built on CommCareHQ. There is an additional one-time cost for the development of each custom report.
If you subscribe to the "Community" or "Standard" software plans, custom reports are not available to your organization.
In the future, we hope that other software developers and organizations will be able to build their own custom reports on CommCareHQ.
Other FAQ about invoicing/payment
Credits: Am I losing my credits when my subscription ends?
No, the credits you load onto your subscription as pre-payment don’t expire. Even if your paid subscription is paused. Your credits are still loaded onto your account, and start getting debited again once you re-subscribe to a plan.
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Payment Methods
For more information, please visit https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143956507/Paying+your+Subscription
What payment methods are accepted by CommCare?
Your CommCare subscription can be paid via credit card, wire transfer, or Flywire. For more information, please visit https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143956507/Paying+your+Subscription .
How do I pay for my subscription?
Please visit https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143956507/Paying+your+Subscription for instructions on how to pay your CommCare subscription.
Do I lose my credits when my subscription ends?
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Subscription Management
For more information, please visit Manage Your Subscription
What are the differences in CommCare subscription plans?
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What is the difference in monthly and annual subscriptions?
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How do I create, renew, upgrade, or pause my subscription?
Dimagi offers discounted software plans or features on a need-only basis. These are usually granted to small organizations who want to do a small or pilot project and who have thoroughly considered their feature needs. You can apply for a discounted plan by filling out this application.
Please remember: Our Community software plan is completely free, supports up to 5 mobile users, and gives you access to all basic CommCare features.
What happens to my data and apps if I pause my subscription?
Please visit this page for more information:
Other Questions
Does Dimagi offer discounts for CommCare plans?
Dimagi offers discounted software plans or features on a need-only basis. These are usually granted to small organizations who want to do a small or pilot project and who have thoroughly considered their feature needs. You can apply for a discounted plan by filling out this application.
Please remember: Our Community software plan is completely free, supports up to 5 mobile users, and gives you access to all basic CommCare features.
Does Dimagi offer special accounts for developers?
Developer accounts will be offered pro-bono to developers looking to write tools that integrate with CommCare. To make a developer account request, please email information@dimagi.com.
I have another question that isn’t answered here.
If you have any other questions on pricing and payments, please reach out to accounts@dimagi.com and we would be happy to help you!
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