This page describes the functionality and workflow of the Subscription page within the Wello system.

The Subscription page is the central place for managing Wello subscription and payments. It is available inside the Wello portal and only the account holder can perform action on the subscription page such as edit billing details and create orders (add user licenses, change plan (downgrade, or upgrade) and complete payments using a credit card.

License plans define the main subscription. Wello currently offers five plans, each with different features and limits, and with either monthly or yearly billing:

A plan includes two elements:

Learn more about Wello plan on the pricing page.

Wello Plan and licenses can be purchased in two ways:

The account holder of an organization can order (Plan, licenses, One‑Off Products) directly from the Subscription page within the Wello Portal.c

This method allows the account holder to:

Alternatively, the account holder or administrator can request an order (Plan, licenses, one‑Off Products) by contacting Wello Sales Support via email at [email protected].

The request should include the following details:

The account holder can also contact [email protected] and copy [email protected] in the email.

By default, all Wello customers are set to manual mode. In this mode, the Subscription page can be accessed to view subscription details, but actions such as adding and removing user licenses, buy one-off product like consultancy and upgrading or downgrading plan are not permitted.

To perform these actions, the account holder must contact Wello Sales Support and confirm the order request.

However, the account holder can request access to self-service purchasing. Once enabled by Wello Sales Support, the account holder will be able to manage subscriptions and complete order directly from the Wello Portal.

To access the Subscription page:

This will open the Subscription board, which is divided into three sections:

At the top of the Current Plan section, several action buttons are available:

Below these buttons, an interface displays the organization’s current plan (e.g., Enterprise or Professional). The available user licenses and resources are also displayed, including:

Also, the account holder will see the renewal date and the next invoice date, which display information about the upcoming invoice and when the subscription will renew.

Any action initiated using the available buttons creates an order.

An order represents any type of customer-initiated purchase beyond the initial subscription. This may include:

When an order is submitted, the system processes the request, initiates payment using the default billing details, and generates an invoice based on the selected items and pricing, including any applied coupons.

Once payment is successful, the order is marked as completed, and all purchased items or services are activated in the system.

The account holder selects one of the available options (Upgrade, Add Credit and Hours, or Add Users). This opens the Order Summary.

Note: If the selected option is Add Credit and Hours, the account holder is taken directly to Steps 3 and 4. Step 2 is not displayed.

A suitable license plan must be selected when upgrading or downgrading. If no change is required to the current plan, it should remain unchanged.

Wello offers five license plans, each available with monthly or yearly billing options. Coupon codes may also be applied for discounts.

A certain number of user licenses (Administrators, Field Technicians, Back-office, and Timesheet users) is available by default depending on your selected plan, but can be increased ( buy more) by adding more to the quantity.

Pricing depends on:

Higher-tier plans (e.g., Professional or Enterprise) may offer more features or reduced per-user pricing. Yearly billing typically provides lower overall costs compared to monthly billing.

Proceed by clicking Next.

Credits can be added within the same order. Credits are used when dispatching work orders to subcontractors. One credit is consumed when a subcontractor accepts a dispatched work order.

If credits are required, add the quantity before proceeding. Otherwise, continue by clicking Next.

In addition to the main license plan, organization can purchase several one‑off products on the same order. These are not part of the recurring subscription but are charged once.

Available extra products include:

Consultancy hours are purchased to receive additional help from Wello specialists, for example, for training, setup, or troubleshooting.

These tasks can also be completed independently using tools within the Wello platform. Quantities can be entered as needed.

The Summary Panel provides a complete overview of the order, including:

Once reviewed, the account holder can proceed by clicking Checkout to finalize the order.

The Billing Details section on the Subscription page allows the account holder to manage essential information related to invoicing and payments.

All information entered in this section is used for generating invoices and handling subscription payments. This ensures billing accuracy, tax compliance, and flexibility to meet various customer preferences.

The account holder can update billing details by selecting “Edit my details” and providing:

After entering the information, select “Update billing details” to save changes.

If an order is submitted without updated billing details, a prompt will appear requiring completion of this information before proceeding.

All information entered in this section is used for generating invoices and handling subscription payments.

Below the Billing Details section on the Subscription page is the option for organizations to cancel their subscriptions to Wello.

If the organization is in the trial period and has not purchased any license plan (i.e., there is no active subscription), then when they click Cancel, they will see the message:
“You are currently inside a trial period. Therefore, there is nothing to cancel.”

If an organization is in the trial period and has already purchased a subscription plan, then when they cancel the subscription:

For Organizations with an active subscription (who are live and actively using the Wello portal, when the account holder click on “Cancel my subscription,” a confirmation message will be shown (“Are you sure you want to cancel? Your data will be deleted at the end of the subscription”) to ensure the organization really wants to cancel the subscription. The account holder can either confirm or return without canceling.

For example, if the subscription ends on 17/05/2026 and the account holder cancels it before that date, they will retain access to the Portal and Field Service App until 17/05/2026. After that date, all access will be locked.

An email will be sent to the organization informing them that their subscription has been cancelled, and they can restart it before the cancellation end date

If the account holder upgrades the license plan after canceling, the new plan is applied immediately from the upgrade date.

The My Invoices section lists all invoices of the customer with statuses such as open, paid, or uncollectible.

No invoices are generated during the trial period.

Each invoice entry includes:

There is also a “Switch to My Credit Usage” button in this section. This toggle option allows switching between My Invoices and My Credit Usage.

When “Switch to My Credit Usage” is selected, the interface displays all credit purchases and usage. The option then changes to “Switch to My Purchases,” allowing a return to the invoices view.

Upgrades can happen in two stages of the customer lifecycle: during the trial period or during the production period.

While the trial is active, the organization account holder can choose to move to production by placing an order from the Subscription page or via Wello sales support.

During this step:

The available license plans for moving from trial to production are Start, Advanced, Accelerate, and Professional.

Enterprise is available only after the account is already in production

Any charges for the license plan are adjusted based on the remaining time in the billing period (proration). These adjustments appear on the next invoice, not immediately.

One‑off products (such as credits or consultancy hours) are charged immediately.

When already in production, an organization might upgrade because the business is growing. In this situation:

They can:

Charges are again adjusted based on how much time is left in the current billing period. The adjustments appear on the next invoice.

They cannot:

Switch from yearly to monthly if the next renewal date is more than three months away. This switch is only possible during the three months before the next renewal date.

After the upgrade:

Downgrades reduce the level of service or the number of user licenses. As with upgrades, behavior differs between trial and production.

During the trial period, a customer may purchase a plan to move to production but then reconsider and choose a lower plan or reduce user licenses before the trial ends.

In general, while the trial is active:

However, there is one important restriction:

If the previous subscription order included a PO number, changing the plan is not allowed during the trial. Attempts to change the plan will display an explanation message. If there is no PO number linked to the subscription, changes remain allowed during the trial.

When an organization is already in production and wishes to reduce their subscription:

They can:

However:

The number of user licenses cannot be reduced below the number of active users currently in the system

As with upgrades, switching from yearly to monthly is only allowed during the three months before the next renewal date. If the next renewal date is more than three months away, the switch to monthly is blocked.

Refunds are not issued for downgrades. If the change leads to a lower cost, it is handled through internal adjustment rules rather than cash refunds.

After the downgrade: