Manage Your Keap Subscription and Billing

This article covers how to upgrade your subscription plan, add or remove contacts and users, update your billing address and contact information, and update or add a payment method. For full billing terms, review the full terms in the Keap Billing Policy.

This article does not cover viewing or downloading your subscription invoices. To access your invoice history, see How to View and Download Your Keap Subscription Invoices.

Why Managing Your Subscription Keeps Your Business Running

Your subscription controls what your account can do — how many contacts you can store, how many users can log in, and whether your account stays active. Keeping your plan, payment method, and billing details current means you avoid unexpected service interruptions that can cut off access to your contacts, automations, and communications at the worst possible time. Staying on top of your subscription also means you can scale when your business grows — adding contacts or users the moment you need them rather than hitting a wall mid-campaign.

Table of Contents

• Upgrade Your Subscription Plan
• Add More Contacts or Users to Your Subscription
• Reduce Your Contact or User Count
• Update Your Billing Address or Contact Details
• Update or Add a Payment Method
• Frequently Asked Questions

Upgrade Your Subscription Plan

To get to your subscription settings, start from the profile icon in the bottom left corner of your account.

1. Click the profile icon in the bottom left corner, then click Settings. 
   
    
2. Click My Account. 
   
    
3. Click "Edit Subscription" to open the subscription editor. 
   
    
4. Click the Change button next to your current edition, then select the plan you want to upgrade to. 
   
   Clicking "Change" opens the edition selector displaying the available Keap plans. Click the plan you want to upgrade to, then proceed to the next step.
   
    
5. Click the Update button to confirm the edition change. The screenshot above shows the Update button in the edition selector. Clicking Update proceeds to the upgrade confirmation screen.
   
    
6. Review the confirmation window. The confirmation window shows the new edition selected and the prorated charge that will be applied to complete the upgrade. A prorated charge applies for upgrades made mid-billing cycle. 
   

Add More Contacts or Users to Your Subscription

If you are approaching your contact limit or need to give additional team members access to your account, you can add contacts and users directly from the subscription editor without contacting support.

1. Click the profile icon in the bottom left corner, then click Settings. 
   
    
2. Click My Account. 
   
    
3. Click "Edit Subscription" to open the subscription editor. 
   
    
4. Click Add contacts and users. 
   
   
    
5. Click the Add button. 
   
    
6. If adding additional contacts, enter the number of contacts to add in the quantity field. 
   
    
7. Review the additional monthly cost displayed next to each added item before confirming. 
   
    
8. Click Update Subscription to apply the changes. 
   
    
9. The subscription details page now shows the updated contact count and user count, confirming the additions were applied to your account. 
   

Reduce Your Contact or User Count

You can reduce the number of additional contacts or users purchased using the subscription editor. To completely remove all additional contacts or users from your subscription rather than reducing the quantity, contact our support team.

1. Click the profile icon in the bottom left corner, then click Settings. 
   
    
2. Click My Account. 
   
    
3. Click "Edit Subscription" to open the subscription editor. 
   
    
4. In the subscription editor, locate the contact or user quantity field and type the reduced number directly into the field. 
   
    
5. Click Update. 
   
    
6. Click Update Subscription to apply the changes. 
   

Update Your Billing Address or Contact Details

Keeping your billing address and contact information current ensures your invoices are accurate and your account stays in good standing. If your business has moved or your billing contact has changed, update these details as soon as possible to avoid billing complications.

1. Click the profile icon in the bottom left corner, then click Settings. 
   
    
2. Click My Account. 
   
    
3. Click Update account details to update the name, email address, or phone number on the billing account. Click Update billing address to update the physical billing address on file. 
   

Update or Add a Payment Method

If a credit card has been declined, you can update the primary card on file or add a new card and set it as the primary or backup payment method. When a new card is added or the primary card is updated, your account will automatically retry the most recent failed payment.

Keap retries failed charges on the following schedule after the initial declined due date: 2 days, 4 days, 8 days, 15 days, and 31 days. If you are aware of a declined payment, updating your payment method as soon as possible prevents a gap in service.

1. Click the profile icon in the bottom left corner, then click Settings. 
   
    
2. Click My Account. 
   
    
3. Click Payment method details. 
   
    
4. Click an existing card to update it, or click Add new to add a new credit card. 
   
    
5. If adding a new card, enter the card details and select whether to set the new card as the primary payment method. 
   
    
6. Click Update to save the payment method changes. 
   

Frequently Asked Questions

Q: How do I view or download my subscription invoices? A: Invoice history is not located in the subscription editor. To view and download your past subscription invoices, follow the steps in How to View and Download Your Keap Subscription Invoices.

Q: Can I remove all additional contacts or users without contacting support? A: You can reduce the quantity of additional contacts or users using the subscription editor. To remove all additional contacts or users from your subscription entirely — bringing the count back to zero additional — contact our support team directly, as this change cannot be completed through the subscription editor.

Q: What happens when a credit card charge is declined? A: When a payment is declined, your account automatically retries the charge at 2, 4, 8, 15, and 31 days after the initial declined due date. Adding or updating the primary card on file triggers an immediate retry of the most recent failed payment. If the charge is not resolved after 31 days, contact our support team to avoid a service interruption.

Q: Are plan upgrades prorated? A: Yes. Upgrading your subscription plan mid-billing cycle results in a prorated charge for the remainder of the current billing period. The confirmation window shows the exact prorated amount before you confirm the upgrade.

Q: Can I downgrade my subscription plan? A: Downgrading a plan is not available through the subscription editor. Contact our support team to discuss downgrade options for your account.

Q: Can I change my billing cycle from monthly to annual or vice versa? A: Billing cycle changes are not available through the subscription editor. Contact our support team to discuss billing cycle options for your account.

Q: What happens if my payment is still failing after 31 days? A: If a failed payment is not resolved after the 31-day retry period, your account may be suspended. Contact our support team as soon as possible if you are having trouble resolving a payment failure to prevent a service interruption.

Q: What does this article cover? A: This article covers how to upgrade your subscription plan, add or reduce contacts and users, update your billing address and contact details, and update or add a payment method. For invoice history, see How to View and Download Your Keap Subscription Invoices.

This article covers subscription management for accounts where the current user is the billing admin. If you do not see subscription management options in My Account, you may not be the billing admin on the account. Contact our support team to confirm billing admin status.