Manage Your Subscription

Owned by Gillian Javetski
Last updated: Aug 26, 2024 by Krishna SwamyVersion comment
8 min read

This page provides a high-level overview of how to create, renew, upgrade, downgrade, pause, or cancel your subscription in CommCare. For any additional questions, please email accounts@dimagi.com.

Select Your Subscription

Before you set up your subscription, make sure to know what subscription plan as well as whether you want to pay on a monthly or annual cadence.

Select your Subscription Tier

By signing up for a CommCare software plan, you benefit from accessing a number of sophisticated features, better support, and secure cloud hosting. Our five software plans include various levels of user limits as well as cloud server support, advanced features, SMS capabilities, automatic software updates, bug fixes and maintenance support, security updates, HIPAA compliance, and much more. 

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 . If you have any questions about these, please reach out to info@dimagi.com

Select an Annual or Monthly Subscription

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.

Please refer to our Billing terms before signing up for a monthly or annually billed subscription. For both monthly and annual plans, you can make your payments by following the instructions here:

Monthly Billing

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.

Annual Billing

All Annually billed plans require a 12 month minimum advance payment towards the subscription plan fee (prepayment) commitment within 30 days of sign-up.

Note:

  • The prepayment is applicable only towards the total base subscription plan fee of your commitment period. Any excess user fees, should you go over the user limit included in your software plan, and sms charges per actuals, will be billed separately following the month in which you incurred these charges.

  • That said, if you anticipate exceeding your user limit and using sms during the course of your subscription period, you may also prepay any amount of your choice towards user and sms credits separately to automate the payment process and avoid having to pay for excess user or sms invoices separately each month. Please reach out to accounts@dimagi.com if you would like to purchase user or sms credits.

  • 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. 

Set Up Your Subscription

Create a Project Space and Subscribe to a 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 Get Started!.

  • 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.

Confirm Your Payment Permissions & Notifications

To ensure you can make payments for your CommCare subscription, please follow the steps below.

Verify Your Subscription

  1. Ensure you are an Admin of your Project Space. Contact a current Admin user for an invitation if necessary.

  2. Log into CommCare and go to Settings → Current Subscription.

  3. Confirm your project is subscribed to a paid subscription (Standard, Pro, Advanced, or Enterprise).

    1.  If you have an Enterprise or a Grouped Subscription, you can access your Billing Statements via the . You need to be an Enterprise Admin to be able to access the Billing Statements via the Enterprise Console.

  4. Note: Onboarding invoices are not listed on CommCareHQ and are payable only by wire transfer/ACH as instructed in the invoices.

Sign Up for Payment Notifications

To ensure receipt of invoices, subscription reminders, and billing updates, sign up as a "Billing Contact" in CommCare. To update Billing Contacts, log into CommCare and go to Project Settings > Billing Information and update the details.

If no billing contacts are entered, invoices will default to web admin users for the project space. To check registered web admin users, go to Users → Web Users & Roles.

Monthly Invoicing Process

Unless prepaid with no additional SMS or user charges, the billing contact will receive a monthly invoice by email on the 1st for charges from the previous month. This includes the base software subscription fee and any SMS or excess user charges.

  • Due Date: Payment is due on the 30th of the month after service, unless the amount is below $100 and the total balance is under $100, in which case it is postponed until the balance reaches $100. The monthly invoice will show the total balance. For example, for September fees, the invoice is issued on October 1 and due on October 30, if the balance is at least $100.

  • Late Payments: If unpaid, a reminder email is sent. After 60 days overdue, a warning email precedes a subscription pause, losing project space access. Pending invoices' total balance can be seen on the latest invoice or generated anew in project settings.

For information on how to make payment for your subscription, please visit:

Renew 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.

  • If you are renewing an Annual Payment plan, you can make payment as per instructions provided to Prepay and if you are renewing a Monthly Payment plan, you can make payment as per instructions provided to Postpay here: How to Pay by Credit Card or Wire Payment.

For any additional support, please contact accounts@dimagi.com.

Upgrade or Downgrade Your Subscription

You can upgrade or downgrade your subscription at any point in time. 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. 

For monthly subscriptions, 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.

Instructions

Log into CommCareHQ and make sure you are in the right project (look at the upper right corner for the project name). Click the settings wheel and choose "Current Subscription".

Here you can see details about your current subscription, including cost and any relevant user/SMS usage info.

 Click the "Change Plan" button and choose the plan that's right for you. 

 

Pause Your Subscription

In some cases, it’s possible that you may want to pause your subscription.

Pausing your monthly subscription: 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.

Pausing your annual subscription: To pause your subscription, go to Project Settings > Current Subscription and click “Change Plan” > Select “Pause Subscription”.

A note about pre-payment credits: Should your subscription end and you still have credits, 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.

What to do before you pause your subscription

If you pause your subscription, the following will happen:

  • You will lose access to your project space, but you will be able to re-subscribe any time in the future. Re-subscribing will restore full access to your project space, including your data, apps, reports and configurations.

  • You will no longer be billed. However, based on your payment method you may have an open invoice for the service provided this month.

For more information including best practices to follow before you pause your subscription, please click below.

STEPS TO REVIEW BEFORE PAUSING YOUR SUBSCRIPTION

Export Form and Case Data

In most cases, partners would like to retrieve their project data for future access - whether for further analysis, reporting or storage. Data exports on CommCare address this requirement.

Export via Data tab

  1. On the Data tab, navigate to Export Form data and setup an export for all forms in the project space. Include all fields as well as Advanced Questions so that all data included and choose relevant user and time filters for running the exports. Choose a custom range to include start and end dates for the data to be exported so that historical data can be included in the export.

  2. On the Data tab, navigate to Export Case Data and select each case type and setup an export for each. Follow the same guidance as above.

  3. See here for step by step instructions on exporting data from CommCare.

Export your data to a SQL database via Data Export Tool (DET)

  1. Select Data Export Tool config file for every export if you prefer to use DET for exporting your data to a SQL database.

  2. See here for step by step instructions on DET once the exports are setup.

Export your data to another system via CommCare APIs

  1. For teams with technical knowledge and a requirement for using our APIs instead of the in-product solutions, you can leverage CommCare’s robust data APIs for exporting all your data.

  2. See here for CommCare’s API documentation.

Download Lookup Tables, Users and Organization Data

Data including lookup tables, organization hierarchies and locations, mobile and web user details can be exported as well for future reference after the CommCare subscription is paused. This is helpful in maintaining a track record of user management, user locations and any larger data sets in the form of lookup tables that lived outside of the applications built on the project space.

Lookup Tables

  1. Navigate to the Data tab and select all the lookup tables you want to download as part of data extraction from CommCare.

  2. See here for more on lookup tables in CommCare.

Organization and Mobile User Data

  1. If you need the retain user data as well as organization data, navigate to the Users tab and follow these steps:

    1. Navigate to Mobile Users and click on Download Mobile Users to get an excel sheet of all mobile user data.

    2. Navigate to Web Users and click on Download Web Users to get an excel sheet of all web user data.

    3. Navigate to Organization Structure and click on Download Organization Structure

  2. See here to learn more about user management and organizations in CommCare.

Download Application Summary

Application summaries provide a deep understanding of how data models, case configurations and workflows were setup on CommCare. These are useful to download to have a holistic view of your CommCare solution. Application summaries also help in understanding data structures better and align with project data exports.

  1. For all apps built in CommCare, you can access the App Summary page and download the structure of the application, including form content and case configurations.

  2. See here for information on App Summary.

Temporary Reactivation Process

In the event that your subscription has paused and you need access to your data, please send a request to accounts@dimagi.com to temporarily reactivate your subscription and also provide the following:

  • either have an Admin of the project space send the request directly or provide sign-off from an existing space Admin

  • provide the URL of the project space

  • confirm the date of unpause

Please note that subscriptions can be temporarily unpaused free of cost for 7 days (weekends included) starting from the date of unpause confirmed in the request. If you require additional days beyond the free period, you will have to re-subscribe to a paid plan in order to retain data access.

Cancel Your Subscription

  • If you wish to fully cancel the remainder of your subscription, you may do so simply by Pausing as per .

  • Please note that cancellation is subject to billing terms as outlined above: .

  • If you require additional support related to cancellation, please send a request to accounts@dimagi.com.