Understand manual billing on the Plans & Billing page

The Plans & Billing page in Settings displays your organization's subscription information. If your organization uses manual billing, the page shows a simplified view because plan changes are handled directly by the HappySupport team rather than through self-service controls.

What manual billing means

Manual billing is a billing arrangement where your organization's subscription is managed outside the standard self-serve checkout system. This typically applies to enterprise customers, organizations with custom contract terms, or those with specialized pricing agreements.

When manual billing is enabled, you can't upgrade, downgrade, or modify your plan directly from the Plans & Billing page. Instead, any changes go through direct communication with the HappySupport team.

What you see with manual billing

The page has two main areas: the Current plan section and the Compare plans section.

Current plan section: This section still displays your active plan name, description, monthly price, and subscription status (such as Active or Canceled) along with renewal dates. However, the "Manage subscription" button is hidden since subscription changes aren't available through the interface.

Compare plans section: Instead of the plan comparison table that shows different tiers, prices, and feature limits, you'll see a notice card. The section subtitle reads "Your organization's plan is managed for you." The notice card displays "Manual billing enabled" with the explanation "Your organization is billed manually, so plans can't be changed here." A "Contact us" link lets you reach out directly for any plan-related questions.

The "All prices exclude VAT" note at the bottom of the page is also hidden since pricing details aren't relevant when billing is handled manually.

What you see without manual billing

Organizations on standard self-serve billing see the full Plans & Billing experience. This includes the plan comparison table showing available tiers, their prices, feature limits, and usage indicators. The "Manage subscription" button in the Current plan section opens the billing portal where you can change plans, update payment methods, or manage your subscription. The VAT pricing note appears at the bottom of the page.

Getting help with your plan

If you need to make changes to a manually billed subscription, select the "Contact us" link on the Plans & Billing page. This opens an email addressed to the HappySupport team where you can request plan modifications or ask billing questions.