A user is anyone with a login to your workplace account. This includes admins, managers, supervisors, and employees.

Depending on your plan, you will be billed in bundles of five or 10 seats. For example, if you have 23 users and you are in plans billed in bundles of five, you will be billed for 25 seats.

Users that have a pending status (they requested to join your workplace without an invite and are pending approval) do not fill a seat towards your plan’s total. To approve a pending user, you may need to add user seats to your plan.

Yes. Workplace accounts on a monthly billing cycle can add or remove seats at any time. 

Annual accounts can add seats at any time, but can only remove seats within the 30 day renewal period.

If the workplace account is on a monthly billing cycle, the plan can be changed at any time.

Accounts on an annual billing cycle can upgrade plans at any time for a prorated amount. Annual accounts can downgrade within 30 days of their renewal date.

Workplace accounts on a monthly billing cycle are automatically billed on the same day each month. The billing date is based on when the plan was purchased. For example, a monthly account purchased on January 12th would be paid on the 12th of each month – February 12th, March 12th, and so on. Plans purchased on the 29th, 30th, or 31st are billed on the 28th.

Annual accounts can be manually renewed within 30 days of their expiration date. The expiration date is one year ahead of the date of the initial purchase. For example, an annual plan purchased on March 27th, 2022 expires on March 27th, 2023. It can be renewed between February 25th, 2023 – March 27th, 2023 to a new expiration date of March 27th, 2024.

Accounts on both monthly and annual billing cycles can be paid with a credit card.

Workplace accounts on an annual billing cycle pay for a 12-month subscription in advance for a discounted rate. These accounts must be manually renewed within 30 days of when they expire.

Annual accounts can be upgraded for a prorated payment but cannot be downgraded until they are due for renewal. For a step-by-step guide on renewing your plan, see Renew Your Annual Plan.

Payments are most often declined by the payer’s bank. We recommend contacting your bank to ensure that payments to When I Work are authorized.

If you see declined payments even after contacting your bank, please reach out to our Customer Care team at [email protected] or submit a ticket with our Customer Care team here.

No. The number of seats on your plan is not automatically adjusted when adding or archiving profiles on the Users page.

The number of seats on the plan can be adjusted by admins. For a step-by-step guide on adding or removing seats, see Add Seat to a Plan.

Workplace accounts on a monthly billing cycle can be hibernated. An admin can hibernate a monthly account to suspend billing and temporarily deactivate the account. It can be reactivated after a minimum of 30 days. For more information on hibernation, see Hibernating Your Account.

Accounts on an annual billing cycle cannot be hibernated. We recommend monthly billing if your team will not use your account all year.

If you cancel your plan, you will lose access to your account immediately. We recommend waiting until before your next billing date to cancel to make the most of your account.

In addition, please export any data you need prior to cancellation. See Can I Export My Data? for more information. When I Work does not offer refunds for unused portions of canceled plans.