Your Keap subscription controls how many contacts you can store, how many users can log in, and whether your account stays active. This article shows the billing admin how to upgrade your Keap edition, add or reduce users and contacts, update your billing address and contact details, and update or add a payment method.

This article does not cover viewing or downloading subscription invoices. Learn how to view and download your Keap subscription invoices. This article also does not cover what happens when your contact count goes over your contact limit. Learn what happens when you go over your Keap contact limit. For full billing terms, read the Keap Billing Policy.

Why Managing Your Keap Subscription Keeps Your Business Running

An up-to-date subscription keeps your contacts, automations, and communications available when your business needs them. Adding contacts before you reach your contact limit means your campaigns never stall in the middle of a send. Adding users the day a new team member joins gives that team member access to your CRM right away. Keeping your payment method and billing details current prevents service interruptions that cut off access at the worst possible time. Upgrading your edition gives your business more features as your business grows, without disrupting your existing workflows.

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

Upgrade your Keap edition when your business needs features that your current edition does not include. The billing admin upgrades the edition in the subscription editor without contacting the Keap Support team. A prorated charge applies when you upgrade in the middle of a billing cycle.

1. Click the profile icon in the bottom left corner of Keap, and then click Settings. The profile icon menu contains the Settings option, which opens your account settings.
   
    
2. Click My Account. The My Account page contains your subscription details, billing information, and payment method management.
   
    
3. Click Edit Subscription to open the subscription editor. The subscription editor is where you change your edition, your contacts, and your users. 
   
    
4. Click the Change button next to your current edition. The edition selector opens and displays the available Keap editions. Click the edition 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 in the edition selector. The upgrade confirmation window opens.
   
    
6. Review the confirmation window. The confirmation window displays the new edition you selected and the prorated charge for the rest of the current billing cycle.
   

Add More Contacts or Users to Your Subscription

Add users so additional team members can log in to your account, and add contacts when your contact count approaches your contact limit. The billing admin adds users and contacts in the subscription editor without contacting the Keap Support team. The subscription editor displays the additional monthly cost for each added user and each added contact before you confirm the change.

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.