Manage your Keap subscription, purchase additional user licenses, update your billing information, and keep your payment method current.

This article explains subscription management for Keap Pro and Max. It also explains which user roles can access billing and what happens when you purchase an additional paid user.

For questions about contact, user, email, or SMS overage charges, contact Keap Support. Purchasing additional capacity is separate from exceeding your existing allowance.

Table of Contents

• Who Can Manage Subscription Billing?
• Access Your Subscription
• Upgrade Your Subscription
• Purchase Additional Contacts or User Licenses
• Invite a New User
• Reduce Additional Contacts or User Licenses
• Update Your Billing Information
• Update or Add a Payment Method
• View Your Subscription Invoices
• Frequently Asked Questions

Who Can Manage Subscription Billing?

Users with the Admin role can access subscription billing, view invoices, update the payment method, and change the subscription.

Limited Admin, Manager, and Staff users cannot access subscription billing through the account management page. These users need an Admin to retrieve invoices or make billing changes.

Adding users and managing subscription billing are separate permissions. A Limited Admin can add users but cannot assign user roles or access subscription billing.

Staff users do not see billing actions on Manage App.

Access Your Subscription

Sign in as an Admin, then:

1. Select your profile icon in the lower-left corner of Keap.
   
    
2. Select Settings.
   
    
3. Select My Account.
   
    
4. Select Edit Subscription to open subscription management.
   

If the subscription management options are unavailable, contact Keap Support for help accessing or changing your subscription.

Upgrade Your Subscription

An Admin can use subscription management to select an available upgrade.

1. Open Edit Subscription.
   
    
2. Select Change next to your current edition.
   
    
3. Select the edition you want.
   
    
4. Select Update.
   
    
5. Review the selected edition and the charges shown. Complete the confirmation to submit the upgrade.
   

Review the purchase details before confirming. Contact Keap Support if you need clarification about the amount, billing period, or effective date.

Purchase Additional Contacts or User Licenses

An Admin can purchase additional capacity through subscription management.

1. Open Edit Subscription.
   
    
2. Select Add contacts and users.
   
    
3. Select the additional contacts or users you want to purchase.
   
    
4. Select Add.
   
    
5. Enter or adjust the available quantities as needed.
   
    
6. Review the selected items and their costs. Select Update Subscription to confirm the purchase.
   

When You Purchase an Additional Paid User

You are charged immediately when you purchase an additional paid user, based on your monthly or annual billing arrangement.

Purchasing an additional user license and inviting someone to your account are separate steps. After purchasing the license, follow the invitation process below to give the person access.

For questions about purchasing additional contacts or the charges associated with your contact allowance, contact Keap Support.

Invite a New User

Admins and Limited Admins can add users.

1. Select your profile icon, then select Settings.
   
    
2. Select Users and Permissions.
   
    
3. Select Add a new user.
   
    
4. Enter the person’s name, email address, and have an Admin assign the appropriate role.
   
    
5. Select Send user invite.
   

The person receives an invitation email with instructions to create their user account. Once they complete account setup, they can access Keap right away.

For more information, read Manage Users, Roles, and Permissions in Keap.

Reduce Additional Contacts or User Licenses

An Admin can reduce purchased quantities through subscription management.

1. Open Edit Subscription.
   
    
2. Locate the additional contact or user quantity you want to change. Enter the reduced quantity.
   
    
3. Select Update.
   
    
4. Review the change.
    
5. Select Update Subscription to submit it.
   

To remove all additional contacts or user licenses from your subscription, contact Keap Support.

Before submitting a reduction, contact Support if you need to confirm when the change affects your bill or whether a credit applies.

Update Your Billing Information

An Admin can update the billing contact information and address associated with the subscription.

1. Select your profile icon, then select Settings.
   
2. Select My Account.
   
    
3. Click Update billing address
   
    
4. Enter the updated information and save your changes.

Update or Add a Payment Method

An Admin can update an existing payment method or add a new one.

1. Select your profile icon, then select Settings.
   
    
2. Select My Account.
   
3. Select Payment method details.
   
    
4. Select an existing card to edit it, or select Add new.
   
    
5. Enter the required payment information. If adding a card, select whether to make it the primary payment method.
   
    
6. Select Update to save your changes.
   

If a payment has failed, contact Keap Support to confirm the outstanding balance and next steps.

View Your Subscription Invoices

An Admin can view subscription invoices from the account area.

1. Select your profile icon, then select Settings.
   
    
2. Select My Account.
   
    
3. Select View subscription details.
   
    
4. Select View billing history.
   
    
5. Open the invoice you need and download it for your records.

Frequently Asked Questions

Why can’t I access subscription billing?

Subscription billing is available to users with the Admin role. Limited Admin, Manager, and Staff users need an Admin to access billing or make subscription changes.

If you are an Admin and the options are unavailable, contact Keap Support.

Can a Limited Admin add users?

Yes. Limited Admins can add users, but they cannot assign user roles or access subscription billing. An Admin must manage any required license purchase and role assignment.

When am I charged for an additional paid user?

You are charged immediately when you purchase the additional paid user, based on your monthly or annual billing arrangement.

When can a newly invited user access Keap?

The person receives an invitation email and follows its instructions to create their account. They can access Keap as soon as account setup is complete.

Does removing a user automatically reduce my subscription charges?

Removing a person’s access and changing purchased user licenses are separate account actions. Contact Keap Support to confirm any subscription changes needed and when those changes affect your bill.

Can I change from monthly to annual billing or from annual to monthly billing?

Contact Keap Support to discuss the billing arrangements available for your account.

Can I downgrade my edition?

Contact Keap Support to discuss downgrade options and their effect on your account.

What happens if I exceed my contact, user, email, or SMS allowance?

Contact Keap Support to confirm the current process and any billing implications for your account. The immediate charge described in this article applies to an intentional purchase of an additional paid user.

Where can I get help with a subscription change?

Use live chat in Keap to contact Support. Have an Admin on your account available if the request requires access to subscription billing.