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This page provides all the information you need to set up, pay for, and manage your CommCare subscription. For any additional questions, please email accounts@dimagi.com.
This video walks through setting up a subscription in CommCare. Full instructions can be found below.
Set up your Account
Please note that you need to create a project space before you can subscribe to a software plan.
Navigate to CommCareHQ and click on the “Sign up” button
Create your account by entering your Full Name, Professional Email Address, Password
Select a name for your project space, indicate your primary use case, enter your Organization or Company name (if applicable), and review the Dimagi Terms
Activate your account by validating your email
Select your software plan (see below)
Select your Software Plan
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.
If you have any questions about our Software Plans, please reach out to sales@dimagi.com
ℹ️ Are you part of an Enterprise Subscription?
If your organization uses CommCare at an Enterprise level, you’ll need to reach out to an Enterprise Administrator at your organization to add any new project space to your plan.
See below for additional information related to subscription administration and billing.
Subscription Administration
Requests related to administration of an Enterprise Subscription must be submitted by an Enterprise Admin to accounts@dimagi.com and will be processed within 1 business day. This includes:
Billing Statements will include the software plan fee and any on-demand charges for excess users or SMS, if incurred across all project spaces associated with your account.
Some Enterprise subscriptions may have project spaces across multiple servers. We offer support in aligning your billing across servers.
Billing will continue to be generated monthly from the server of your primary Enterprise project space. On demand fees for excess users or SMS from project spaces on additional servers will be invoiced separately on a quarterly basis.
Monthly Billing - Plan Fees from Primary Server
You will continue to receive a single consolidated monthly invoice on your primary Enterprise project space for your base Software Plan Fees across all servers, with the following considerations:
Software Plan Fees will reflect the total number of project spaces across servers.
N.B. project spaces, users, OData Feeds, and reports included in your Software Plan may be allocated across project spaces, irrespective of server. For example, if your Software Plan includes 5000 mobile users, this could be utilized with 4000 mobile users on the US server and 1000 mobile users on the India server.
Excess User Charges will be calculated only on the primary project space server each month.
SMS Charges will also reflect only the primary project space server's monthly usage.
Quarterly Billing - On Demand Fees from Additional Servers
On a quarterly basis, we will generate a manual invoice to reconcile any additional usage project spaces on other servers:
Excess Users: We will sum user counts across project spaces on all servers. If the combined number exceeds your subscription allotment, additional user fees will apply.
SMS: Any SMS usage from additional servers will be included in quarterly billing.
Our internal team will support this process to ensure accuracy and minimize the burden on your team.
ℹ️ Are you part of an Enterprise Subscription?
If your organization uses CommCare at an Enterprise level, you’ll need to reach out to an Enterprise Administrator at your organization to add any new project space to your plan.
See below for additional information related to subscription administration and billing.
Subscription Administration
Requests related to administration of an Enterprise Subscription must be submitted by an Enterprise Admin to accounts@dimagi.com and will be processed within 1 business day. This includes:
Billing Statements will include the software plan fee and any on-demand charges for excess users or SMS, if incurred across all project spaces associated with your account.
Some Enterprise subscriptions may have project spaces across multiple servers. We offer support in aligning your billing across servers.
Billing will continue to be generated monthly from the server of your primary Enterprise project space. On demand fees for excess users or SMS from project spaces on additional servers will be invoiced separately on a quarterly basis.
Monthly Billing - Plan Fees from Primary Server
You will continue to receive a single consolidated monthly invoice on your primary Enterprise project space for your base Software Plan Fees across all servers, with the following considerations:
Software Plan Fees will reflect the total number of project spaces across servers.
N.B. project spaces, users, OData Feeds, and reports included in your Software Plan may be allocated across project spaces, irrespective of server. For example, if your Software Plan includes 5000 mobile users, this could be utilized with 4000 mobile users on the US server and 1000 mobile users on the India server.
Excess User Charges will be calculated only on the primary project space server each month.
SMS Charges will also reflect only the primary project space server's monthly usage.
Quarterly Billing - On Demand Fees from Additional Servers
On a quarterly basis, we will generate a manual invoice to reconcile any additional usage project spaces on other servers:
Excess Users: We will sum user counts across project spaces on all servers. If the combined number exceeds your subscription allotment, additional user fees will apply.
SMS: Any SMS usage from additional servers will be included in quarterly billing.
Our internal team will support this process to ensure accuracy and minimize the burden on your team.
Select to Pay Monthly or Pay Annually
You can choose to be billed on a monthly pay-as-you-go basis or prepay for a year in advance to benefit from our discounted Annual pricing.
Please refer to our Billing terms before signing up for a Pay Monthly or Pay Annually subscription.
Pay Monthly Subscription
Subscription and Payment Terms
A credit/debit card must be added to the account and autopay is required for all Pay Monthly customers.
All Pay Monthly invoices are due in 30 days from the date of issue. Your card on file will be automatically charged on the due date of the invoice.
If the invoice is not paid by 10 calendar days following the invoice due date for any reason, your Subscription will automatically pause. Reinstatement will occur promptly upon our receipt of the full payment.
All Pay Monthly plans have a minimum term of 30 days. 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.
You can also Pre-pay for the number of months of your choice and for any SMS or user credits by logging into CommCare → Settings → Current Subscription, and follow the steps outlined below. Please note that credits don’t expire even if you suspend your subscription.
Monthly Billing Process
The Billing Contacts of your subscription will receive a monthly invoice by email on the 1st day of the month for charges from the previous month. The invoice will include the software plan fee and any on-demand charges for excess users or SMS, if incurred.
Due Date: Payment is due in 30 days from the invoice issue date and your card on file will be charged automatically on the due date.
Returned and Late Payments: If an automatic card payment towards an invoice is rejected or refused by our payment processor for any reason, you will receive a notification at the email address on your user account. If the invoice is not paid by 10 calendar days following the invoice due date, your Subscription will automatically pause. Reinstatement will occur promptly upon our receipt of the full payment.
Pay Annually Subscription
Subscription and Payment Terms
All Pay Annually plans require prepayment towards the software plan fee for the full subscription term via any of the payment options listed below.
Any on-demand charges for excess users or SMS will be billed separately based on actual usage in the following month. If you prefer, you may also directly prepay for expected on-demand usage with your credit or debit card by following the instructions below.
If you cancel or downgrade within 30 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 30 days, the advance payment is non-refundable and the service will continue until the end of the Subscription Term.
Annual Billing Processes
You will receive an annual prepayment invoice via email for plan fees due as soon as you sign up for a Pay Annually Edition subscription.
Note: In case you incur any on-demand fees for excess users or SMS, you will receive invoices for these charges on a monthly basis. . If you prefer, you may also prepay for expected on-demand usage with your credit or debit card by following the instructions here: Subscription Management & Billing | How to Prepay by Credit or Debit CardPreview
Pay for Your Subscription
Below are instructions on how to pay for CommCare based on the Payment Terms of your subscription plan - Pay Monthly or Pay Annually.
Confirm Your Payment Permissions & Notifications
To ensure you can make payments for your CommCare subscription, please follow the steps below.
Verify Your Subscription
Ensure you are an Admin of your CommCare Project Space.
If you are not, contact a current Admin user for an invitation if necessary.
Log into CommCare and go to Settings → Current Subscription.
Confirm your project is subscribed to a paid subscription (Standard, Pro, Advanced, or Enterprise).
If you have an Enterprise or a Grouped Subscription, you can access your Billing Statements via the Enterprise Console | Billing StatementsPreview . You need to be an Enterprise Admin to be able to access the Billing Statements via the Enterprise Console.
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 monthly 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 > Contact Emails*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.
Autopay by Credit or Debit Card (required for Pay Monthly subscriptions)
All Pay Monthly customers are required to set up their subscriptions on monthly autopay by credit or debit card. At the time of sign-up, a credit or debit card must be added to the account for automatic payment of monthly invoices containing all fees incurred each month, including Plan Fees and On Demand (Excess Users and SMS) fees.
Prepay by Credit or Debit Card
This option is available to both Pay Monthly and Pay Annually customers.
Below are instructions for how to pay for CommCare by credit or debit card. Paying by credit or debit card is the recommended method to safely make payments that reflect in your account in real time.
How to Prepay by Credit or Debit Card
Pay Monthly Subscription: If you would like to prepay by credit or debit card, you can use your card to buy credits that apply to future invoices. You will receive an email with a summary of your payment once the payment is processed. Prepaid credits will be applied to all fees incurred each month, including Plan Fees and On Demand (Excess Users and SMS) fees.
Pay Annually Subscription:
You can pay the annual plan fee invoice that you would have received at the start of your subscription by credit or debit card. Note that if you wish to pay your annual plan fee invoice via credit or debit card, you need to manually make a card payment by following the steps outlined here on how to prepay by credit or debit card. You may separately set up a card for autopay but this will only apply to monthly on-demand invoices towards Excess Users and SMS fees.
Note: Prepayment invoices are not listed in the Billing Statements section of your Subscription page. Please refer to the prepayment invoice that you would have received in your inbox at the time of subscription sign-up for payment reference.
On the "Current Subscription" page, click the "Prepay by Credit Card" button.
Enter the total number of credits you'd like to prepay. This total should include the subscription plan cost, as well as any additional credits you'd like to prepay for anticipated on-demand User or SMS overages. Enter your Credit Card information and click "Buy Credits."
Do I lose my unused prepaid credits when my subscription ends?
Prepaid credits are non-refundable after 30 days from the start date of your subscription but they do not expire. Should your subscription end and you still have credits left, your credits will still be available in your account for future use upon re-subscription.
Pay by Wire Transfer
This option is available to Pay Annually customers only.
Below are instructions on how to prepay for your CommCare subscription via wire transfer. Please note, it can take up to 7 business days for wire payments to be reconciled and reflected in your account. So please make sure that you initiate the wire payment reasonably ahead of your invoice due date.
All Pay Annually customers will receive an annual prepayment invoice invoice upon activation of a subscription. Please follow the instructions provided in the prepayment invoice to make payment via wire. For any queries, please contact us at accounts@dimagi.com.
Pay by Flywire (international payments only)
This option is available to Pay Annually customers only.
Dimagi has partnered with Flywire to make international payments easier and less expensive for our customers. Flywire allows customers to pay from their home country, in their local currency, thereby eliminating costly banking fees and international credit card charges. Flywire also provides 24/7 multilingual customer support for payment processing via phone, live chat, and email.
Expand for instructions on paying by Wire
Please note that Flywire cannot process payments in USD. If you need to make a payment in USD, or if Flywire does not offer your preferred payment method for your country, please see above to pay by credit card or wire payment.
Are you working directly with Dimagi for Project Implementation Services? If so, please make your international payments through Flywire here.
Enter the USD amount from your invoice
Note: You can pay for multiple invoices in one transaction by entering the full amount of all invoices you'd like to pay
Select the country you are paying from (this determines the currency of your transfer)
Select your payment method
Flywire offers different payment methods for different countries; you will see all available options displayed for the country of origin of your payment
Select your preferred payment method
The price that you see is the full and total cost of the transfer
Bank Transfer: You will receive Flywire’s bank details and instructions for transfer at the end of the payment experience. You will need to transfer funds to Flywire’s account as you would for any EFT transaction. Dimagi will be notified as soon as Flywire receives your payment, and your payment will be applied to your CommCare account
Credit/Debit Card: Enter your card details when prompted at the end of the payment experience. Dimagi will be notified that you have made payment, and your payment will be applied to your CommCare account.
Provide your customer information
Providing these details will help us reconcile payments with ease and make sure Flywire can compliantly pass payments from you to Dimagi. All fields with an asterisk are required.
Provide your payment information
Providing additional details about your invoice number and/or project space name helps Dimagi quickly identify the project for which you are paying and apply the appropriate credits to your account.
Enter your invoice number
Your invoice number is located in the top right corner of your invoice, and starts with INC- followed by 4 or 5 digits
If you do not have an invoice number or cannot locate your invoice number, you can provide your project space name in this field
Enter your project space name in the designated field
Your project space name can be located in the URL of your CommCare account and formatted as follows: project-space-name
Include any additional comments about your payment
For example, if you were making a single payment to cover more than one project space, you should include a list of all project spaces and how you would like the credits split in this field
Finalize Payment
Bank Transfer: You will be provided with bank transfer information at the end of the Flywire payment experience
Use these details to complete the transfer of funds on your online banking platform or at your local bank branch, whatever is easiest and most comfortable for you.
In most cases, because you are paying in your local currency, you will send a domestic wire, unless you have selected international bank transfer.
Credit Card:
Click the ‘Pay Now with Credit Card’ button.
Enter your card details into the pop-up window
The window will time out after 20 minutes of inactivity. Simply click the ‘Pay Now with Credit Card’ button again if your transaction times out
Payment Support
If you have any questions about processing your payment via Flywire, please click the Help button or visit the live chat support button on the bottom right hand corner of the page to connect with Flywire’s customer support team!
Renew Your Subscription
Autorenewal
All new and renewed Pay Annually subscriptions will by default be set to automatically renew at the end of the subscription term. Customers can disable auto-renewal at any point, and instead either manually renew or allow their subscription to pause at the end of their term.
At the end of the Subscription Term, unless otherwise specified in this Agreement or your Order, your Subscription Plan may automatically renew at the rate of Dimagi’s then-current published list price.
The pending auto-renewal status of your Subscription will be visible from within the Services. You may choose to cancel your Subscription at the end of the Subscription Term by providing notice of non-renewal. Unless otherwise specified in this Agreement or your Order, the notice of non-renewal must be received before the next Subscription Term begins.
You may provide this non-renewal notice by disabling auto-renew from within the Services.
Manually renew
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.
All Admins of your CommCare Project will receive Subscription Ending email reminders from CommCare 30 days, 10 days, and 1 day prior to your current subscription end date.
If you are renewing a Pay Annually plan, you can make payment as per instructions provided to Prepay above:
If you are renewing a Pay Monthly plan, you can make payment as per instructions provided to Postpay above:
Change Your Subscription
Upgrade or Downgrade Your Subscription
You can upgrade or downgrade your subscription to the Advanced, Pro or Standard Plan 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. You cannot downgrade to the Free Edition.
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.
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, or your subscription may automatically pause due to non-payment.
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, please reach out to accounts@dimagi.com and we will pause your annual subscription for you. Your prepaid credits will be put on hold based on your pause schedule. To resume your annual subscription, please reach out to accounts@dimagi.com.
Note on unused prepaid credits: Prepaid credits are non-refundable after 30 days from the start date of your subscription but they do not expire. Should your subscription end and you still have credits left, your credits will still be available in your account for future use upon re-subscription.
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
Step 1: 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
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.
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.
See here for step by step instructions on exporting data from CommCare.
Export your data to a SQL database via Data Export Tool (DET)
Select Data Export Tool config file for every export if you prefer to use DET for exporting your data to a SQL database.
See here for step by step instructions on DET once the exports are setup.
Export your data to another system via CommCare APIs
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.
Step 2: 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
Navigate to the Data tab and select all the lookup tables you want to download as part of data extraction from CommCare.
If you need the retain user data as well as organization data, navigate to the Users tab and follow these steps:
Navigate to Mobile Users and click on Download Mobile Users to get an excel sheet of all mobile user data.
Navigate to Web Users and click on Download Web Users to get an excel sheet of all web user data.
Navigate to Organization Structure and click on Download Organization Structure
See here to learn more about user management and organizations in CommCare.
Step 3: 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.
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.
In the event that your subscription has paused and you need access to your data, please send a request to support@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 un-pause
Please note that subscriptions can be temporarily un-paused free of cost for 7 days (weekends included) starting from the date of un-pause 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.
Conditional Alerts
Note that when a subscription is paused, any Conditional Alerts will also be paused and will need to be reactivated when the subscription is un-paused. Any Alerts that use a Daily, Weekly, or Monthly schedule will require further steps. Read more here.
Cancel Your Subscription
If you wish to fully cancel the remainder of your subscription, you may do so.
