Billing & Seat Management: Complete Guide

Overview

This article covers everything about Follow Up Ace billing: how plans work, purchasing and assigning seats, upgrading, downgrading, cancellation, and common billing questions.

Plans and Pricing

AI Engine (automated contact intelligence) is a separate add-on billed by contact count — it is not included in any seat plan. See AI Engine Add-On Guide for pricing.

Two Billing Models

Ace supports both admin-managed and self-pay billing. These can coexist on the same account.

Admin-managed seats

The account admin purchases seats from the admin dashboard and assigns them to team members. The admin's payment method is charged for all admin-assigned seats.

• Admin can activate and deactivate users at any time
• Seat changes take effect immediately with prorated billing
• Best for teams — admin controls costs centrally

Self-pay seats

Individual agents subscribe on their own from within Follow Up Boss. The agent's own payment method is charged directly.

• Self-pay users manage their own subscription — the admin cannot modify or cancel it on their behalf
• Self-pay users appear in Team Members with their plan badge
• To remove a self-pay user from your account, contact support@followupace.com

Purchasing Seats (Admin)

1. Go to app.followupace.com/admin and sign in
2. Click Billing in the left sidebar
3. Under Add or Remove Seats, click Add Regular Seats or Add Pro Seats
4. Enter the number of seats to add and confirm
5. A prorated charge is applied immediately for the remainder of the current billing period

Seats are pooled — you don't assign them to specific agents at purchase time. Assign them from the Team Members page.

Assigning Seats to Team Members

1. Go to Team Members in the left sidebar
2. Your FUB users appear here automatically after FUB OAuth is connected
3. Click the toggle next to a user to activate them — they're assigned a seat from your pool
4. The plan badge shows their current tier: FREE, ACE, or PRO

You can deactivate a user at any time to free up the seat for someone else. Their CRM data and history are retained.

Upgrading a User (Regular → Pro)

1. Make sure you have at least one Pro seat available (purchase from Billing if not)
2. Go to Team Members, find the user, and change their plan to Pro

The change takes effect immediately with prorated billing applied to your next invoice.

Removing Seats

1. Go to Billing → Add or Remove Seats
2. Click Remove Regular or Remove Pro and enter the number to remove

If you have more active users than remaining seats after removal, deactivate users first from Team Members before reducing seat count.

Free Trial

New self-pay subscribers get a 7-day free trial on their first subscription.

• Payment information is required at signup but is not charged until the trial ends
• Full access to the selected plan (Regular or Pro) during the trial
• Cancel before the trial ends → no charge
• Each user is eligible for one trial — trial credit does not reset on a new subscription

Admin-purchased seats do not include a trial period — billing starts immediately on purchase.

Cancellation

Go to Billing → Cancel Subscription from the admin dashboard.

What cancellation does NOT do:

• Does not delete your account or FUB data
• Does not cancel self-pay users' subscriptions — each self-pay user manages their own
• Does not trigger an automatic refund — contact support if you believe you're owed one

Billing Page Overview

Go to Billing in the admin dashboard to see:

• Your Plan — current plan, seat counts (Regular and Pro), next invoice date
• Monthly Cost Summary — estimated monthly total broken down by seat type
• Payment Method — saved cards; option to add or change default
• Invoice History — all past invoices with PDF download
• Quick Actions — add/remove seats, cancel subscription

Common Billing Questions

I added seats mid-month. What do I pay?
Seat additions are prorated to the remainder of the billing period. You're charged immediately for the prorated amount. The full monthly rate starts at your next renewal.

I removed seats mid-month. Do I get a credit?
Yes — seat reductions generate a prorated credit applied to your next invoice. You won't receive a cash refund; the credit offsets future charges.

Can I switch a user from Regular to Pro without removing them?
Yes. Change their plan type from Team Members — they stay active and the billing adjustment is applied automatically (prorated).

Why can't I deactivate a specific user?
If the toggle is greyed out, the user is on a self-pay subscription. Admin billing controls only apply to admin-assigned seats. Contact support@followupace.com for help with self-pay user changes.

Where do I find my invoices?
Go to Billing → Invoice History. Click Download next to any invoice for a PDF.

My billing page shows an error or won't load.
This is usually a transient Stripe issue. Wait 60 seconds and refresh. If it persists, contact support@followupace.com.

I canceled but was still charged.
If you canceled at period end, the final charge before cancellation is expected — it covers the last billing period. If you believe there's a billing error, email support@followupace.com with your account email and the charge date.

Does removing a user from Team Members cancel their subscription?
Deactivating an admin-assigned user frees up their seat and stops future billing for that seat. It does not cancel a self-pay user's subscription — they manage that themselves.

Need Help?

Email support@followupace.com or use the Help & Support link in your admin dashboard.

Last updated: April 2026