📋 Understand child-plan limits
A child customer's plan cannot be higher than the agency plan that controls it. For example, a child customer cannot use the Growth plan if the agency plan does not include an equal or higher tier.
Before upgrading, confirm that your agency plan supports the child customer's requested plan and that the child account is linked to the correct agency.
🔄 Upgrade the child customer
- Log in to the platform and navigate to the agency dashboard.
- Locate the child customer account you want to upgrade.
- Go to the child account's Billing or Subscription settings.
- Select the new plan you want to assign to the child account.
- Complete the purchase and then refresh the page and sign back in to confirm the change took effect.
- Verify that the displayed plan name, price, and available features have all updated to reflect the new plan.
⚠️ If the upgrade does not apply
In some cases the upgrade may appear to succeed but the child account's plan, price, or features remain unchanged. If this happens:
- Do not repeat the purchase — this may result in duplicate billing charges.
- Confirm the agency plan tier is equal to or higher than the plan you are trying to assign to the child account.
- Sign out and sign back in, then check again whether the plan, price, and features all updated correctly.
- If the plan still appears unchanged after signing back in, note the child account name, the plan you attempted to upgrade to, and the plan currently displayed, and contact support for investigation.
🛠️ What to have ready when escalating
If the upgrade cannot be completed through the steps above, gather the following before reaching out so the team can investigate quickly:
- The child account name or ID
- The plan you attempted to upgrade to
- The plan currently shown on the account
- Whether the account was recently migrated from a previous billing setup
💬 Get help with a failed upgrade
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.