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What does the 'Downgrade is not supported on this plan' error mean?

There are three tiers of subscription plans for Kayako: Enterprise, Growth and Standard. If you're trying to downgrade to a plan that's on a lower tier than the one you are currently on, you may run into an error that says:

Downgrade is not supported on this plan.

If you see this error, it means that your current Kayako setup wouldn't function the same way, if you downgraded your account. For example, perhaps you've added multiple SLAs, which aren't available on the Standard plan. Or maybe you're supporting multiple brands, which is only an option for customers on the Growth or Enterprise plan. Downgrading your subscription would render certain functions of your Kayako unusable, which is why you're seeing this error message.

If you do need to downgrade, check the table below to see what each plan allows for, and adjust your Kayako to match the plan you want to use:

FEATURE ENTERPRISE GROWTH STANDARD
SLAs Unlimited Unlimited 1
Brands Unlimited 2 1
Business Hours Unlimited Unlimited 1
Collaborators 20 10 3
Languages Unlimited Unlimited 1
Case Forms Unlimited Unlimited 1
Organizations
 w/ shared conversation access
Unlimited Unlimited Not Available
Private Help Center Articles Unlimited Not Available Not Available

NOTE: If you need to scale back your team's usage of any of these features, you can do so from the admin area.

Once your Kayako setup is within the limits of the plan you'd like to switch to, you'll be able to downgrade on the 'Plans' page in the admin area.

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  1. Sandeep Kaur

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