Upgrading or Changing Your Plan in Mumble

TL;DR

Plan changes in Mumble are made through self-service in the billing portal managed by Stripe — upgrading, downgrading, cancelling, adding agent packs or extra operations, and updating credit card details. An upgrade is prorated against the days you’ve already used in the month, while a downgrade takes effect on your next billing date — with no refund or carried-over balance for partial months. Mumble bills only for the platform; Meta charges separately for actually sending the messages.

Mumble plans

Three main plans plus a custom Enterprise plan. Prices shown are for monthly billing. An annual subscription gives a 30% discount, plus free connection of your WhatsApp account to the system.

The full comparison and up-to-date prices are available on the pricing page: mumble.co.il/pricing. If the price on that page differs from what appears in this article, trust the pricing page, not the article. All prices are in dollars, before VAT.

Add-ons you can buy separately

• Extra message template. $0.0105 per message beyond your quota.
• Extra API call. $0.003 per call.
• Extra automation. $0.0039 per run.
• Extra AI credit. $0.029 per AI message.
• Extra chatbot node. $1 per node.

An annual subscription includes a 20% discount on all types of extra operations.

How to reach the billing portal

The portal is managed by Stripe and lives under the “Mumble Billing” brand (the registered entity is Mumble Group, Inc., registered in Israel). The Mumble menu has two access paths to billing changes:

• From the main page. The subscription card has two buttons: “Upgrade plan ✨” (purple, filled) to upgrade your subscription tier or add agent packs, and “Upgrade operations” (outlined) to increase specific quotas (messages, API, AI, automations, chatbot nodes).
• “Payment portal” in the side menu. At the bottom of the navigation menu. Opens the full Stripe portal, where you see billing history, payment methods, and billing details.

Plan changes and billing actions are usually limited to the Admin role. Reps, Team Managers, and Department Managers won’t see, or won’t be able to trigger, these actions.

Upgrading a plan

An upgrade moves the plan up a tier (Standard to Pro, Pro to Scale) or adds a larger agent pack.

How the billing works

The upgrade takes effect immediately on click. The amount for your existing plan is prorated against the days you’ve already used, and the difference is charged immediately to the payment method on file.

A worked example

A customer pays for the Standard plan ($48 per month). After 15 days (half a month) she upgrades to the Pro plan ($84 per month):

• Half the month has already been used on the Standard plan, worth $24.
• That amount is credited against the cost of the next half-month of Pro ($42).
• The immediate charge: $42 minus $24 equals $18.
• On the next renewal date, the charge goes back to $84 for the Pro plan.

The upgrade takes effect the moment the payment is completed. All the features of the new plan are available immediately.

Downgrading a plan

A downgrade moves the plan to a lower tier, for example Pro to Standard.

How the billing works

Unlike an upgrade, a downgrade does not refund money and does not create a balance in your favor. Your existing plan keeps running until the end of the current billing period, and the downgrade takes effect on the next renewal date — that’s when the system starts billing at the lower plan. There is no refund for the difference between the old and new plans for the remaining partial month.

A worked example

A customer pays for the Pro plan ($84 per month). Mid-month he realizes he doesn’t need Pro’s capabilities and decides to downgrade to the Standard plan ($48):

• The plan keeps running as Pro until the end of the current billing period.
• There’s no refund for the difference ($36) and no carried-over balance for the coming months.
• On the next renewal date, billing starts at $48 for Standard.

Features available only on the Pro plan (such as automatic campaigns) will disappear on the downgrade date. Before downgrading, it’s worth making sure there’s no active campaign or chatbot that depends on a Pro feature.

Adding extra agents or operations

Using the “Upgrade plan ✨” button on the main page, you can add extra agent packs beyond your plan’s quota. Agent packs are sold in fixed groups of 5, 10, 15, or 20 agents. Above 30 agents requires the Enterprise plan — contact the sales team for a quote.

Using the “Upgrade operations” button, you can increase the monthly quota of five separate metrics:

• Extra Messages. Additional message templates beyond your monthly quota.
• APIs. Additional API calls.
• AI Credits. Additional AI usage (Dolores AI, AI in chat, AI in message templates).
• Extra Automations. Additional automation runs.
• Extra Chatbots. Additional chatbot nodes.

After choosing a category, the modal shows a quantity pack (for example, 500 extra messages) and the automatic monthly cost. Here too there’s a monthly/annual toggle to apply the annual discount on add-ons.

Cancelling a plan

In the billing portal, clicking the red button cancels the plan. Worth knowing before you cancel:

• No refund for payments already made. This includes both add-ons and the subscription itself.
• Use of the plan continues until the next billing date. If you cancel on the 10th of the month and billing renews on the 25th, you have 15 more days of full use.
• After the next billing date, no further charge is made. The account moves to an inactive state.
• In an inactive state you cannot send outgoing messages, and access to the account is limited.
• A 90-day grace period. After cancellation, the data is kept in the system and you can reactivate the account. At the end of the 90 days a deletion process begins and the data will no longer be recoverable.
• The account remains liable for any charge already accrued up to the cancellation date, including the month during which the cancellation was made.

Updating credit card details and invoices

Everything related to payment methods and invoices is in the Stripe customer portal, via “Payment portal” in Mumble’s side menu.

What you can do in the portal

• Payment method. Add, update, or remove a credit card.
• Billing details. Name, email, billing address, phone, and Tax ID. For Israeli customers, the Tax ID format is IL followed by 9 digits.
• Invoice history. A list of all payments with date, amount, status (paid, failed, open), and a link to download the invoice.

When updating your card is urgent

If a card expires or is declined, the next charge will fail and Mumble will send an email alert. After several repeated failed attempts, the account may move to an inactive state. It’s better to update the details before this happens: every time you renew a card, cancel an old one, or transfer the account to a different company, log into the portal and update immediately.

Monthly vs. annual subscription

When upgrading or purchasing, you can choose between monthly and annual billing. It’s worth weighing the difference:

• Monthly. Flexible — you can downgrade or cancel any month. Suited to businesses just starting out, or when activity levels aren’t stable.
• Annual. 30% off the subscription price. Also includes free connection of your WhatsApp account to the system and initial setup (a service that costs $70 on the monthly plan). Suited to businesses that know they’ll stay on the platform for at least a year.

The quick math: an annual Pro subscription costs $58.80 per month instead of $84 — $705.60 a year compared to $1,008 a year on the monthly plan. At higher spend (Scale, Enterprise), the savings keep growing.

Important to remember: Meta billing is separate

This is one of the common points of confusion. Your Mumble subscription does not include Meta’s cost for sending the messages. Meta charges separately per conversation based on two parameters: the recipient’s country and the conversation category (Marketing, Utility, Authentication, Service).

Meta’s charge is collected directly by Meta through a payment method you enter on their billing page (not on Mumble’s billing page). Upgrading your Mumble plan increases the monthly quota of included messages with no added Mumble charge, but does not affect what Meta charges per message.

Examples

A business performing better than expected that wants to move up a plan

A store that started on the Standard plan ($48). After two weeks they see they’ve already used 450 of their 500 monthly messages, with two weeks left in the month. They upgrade to the Pro plan:

• The days remaining on the Standard plan are credited against the cost of Pro for the next half-month.
• The immediate charge is the difference only.
• From that point they can send 2,000 messages a month instead of 500, also run automatic campaigns, and use Dolores AI.
• On the next renewal date, the charge will be the full $84 for the Pro plan.

A business with declining volume that decides to save

A company that was on the Pro plan with 6 agents (Pro includes 3, plus an add-on pack of 3 agents at $15 each, totaling $84 + $45 = $129 per month). They managed to automate much of their service and volume dropped significantly. They downgrade back to the Standard plan with only its 3 included agents, with no add-on pack:

• The difference between the plans ($129 minus $48 equals $81) is not refunded and is not kept as a balance — this is the “no refund on partial months” rule in the Terms of Service.
• The existing plan keeps running until the end of the current billing period.
• On the next renewal date, the charge will be $48 only.

A business that moved to another platform and cancels

A customer who decided to move to a different CRM and cancels the plan. They pay for a monthly Pro plan that renewed on the 1st of the month:

• They go into the billing portal on the 15th of the month and click cancel.
• There’s no refund for what was paid.
• Use of the plan continues until the 1st of the next month.
• Starting the 2nd of the next month, the account is no longer charged and moves to an inactive state.
• During the 90-day grace period after cancellation, account data is kept — you can reactivate or export customers and conversation history. After 90 days the data is deleted.

Common issues

I upgraded but the new features aren’t available

Possible cause: the browser cached the old permissions.

Solution: refresh the page or log out and back into Mumble. The features should appear right after. If they’re still not there, open a support ticket with a screenshot of the upgrade page and of the missing feature.

I downgraded but it’s not clear where the balance is

Cause: there is no balance. Mumble’s Terms of Service explicitly state that there is no refund or carried-over balance for partial months following a downgrade, cancellation, or plan change. Mumble’s model is a monthly or annual subscription, and all payments made are non-refundable.

Solution: the downgrade takes effect on the next renewal date, and all the higher plan’s features are kept until that date. Use them in the time remaining — there’s no balance that carries over to the next month.

The card was declined and the account was blocked

Cause: expired, insufficient funds, or a block on the bank’s side. Mumble attempts to charge several times before stopping access.

Solution: open the payment portal, update an active payment method, and wait for the next charge to reactivate the account automatically. If that doesn’t happen within a few minutes, open a support ticket.

I paid for Mumble but messages still aren’t sending

Cause: almost always, the reason is that payment details haven’t been entered with Meta. The Mumble charge and the Meta charge are two completely separate charges.

Solution: go to account settings, the personal profile tab, and look for the “Click here to add payment details” link that leads to Meta’s billing page. After you enter card details there, messages go out immediately.

I want a refund for what I paid

Cause: Mumble’s Terms of Service explicitly state that all payments are non-refundable. There’s no refund for a partial month, no refund for unused months on an open account, no refund for upgrade or downgrade differences, and no refund for cancelling before the end of the billing period.

Solution: if a particular situation looks unusual (for example, a double charge in the same month), open a support ticket with the details. Corrections will be reviewed only in cases of a technical fault on Mumble’s side — not in cases of a change of mind or reduced usage.

Related articles

• The Mumble pricing page
• Managing Agents, Teams, and Permissions in Mumble
• Account Settings in Mumble
• How to Send a WhatsApp Campaign in Mumble

The bottom line

An upgrade works by proration with an immediate charge for the difference; a downgrade and cancellation take effect on the next renewal date with no refund for partial months; and all billing actions are available in self-service through the billing portal. Your Mumble subscription does not include Meta’s messaging charges — that’s a separate cost that starts running the moment payment details are entered with Meta.