How Prorated Billing and Credits Work in Ninety

Ninety uses prorated billing, so you only pay for what you use. When you make changes to your account between billing cycles (adding a user, removing a user, or switching plans), Ninety calculates charges or credits based on the time remaining in your current billing period. Owners and Admins can view these adjustments on the billing page and in the invoice history.

How prorated billing works

Prorated billing means Ninety divides your per-user or per-plan cost across the days in your billing period and charges (or credits) you only for the portion of time affected by the change.

Both monthly and annual subscriptions use prorated billing. The difference is the calculation window: monthly subscriptions prorate based on the days remaining in your current month, while annual subscriptions prorate based on the time remaining until your next annual renewal.

Prorated adjustments appear as individual line items on your invoice, so you can see exactly how each mid-cycle change affected your bill.

When you add users

Adding a user mid-cycle triggers an immediate prorated charge on your payment method. The charge covers the time from the date you add the user until your next renewal date.

• Monthly subscriptions. You're charged for the remaining days in your current billing month. Starting at your next monthly renewal, the new user is included in your full monthly total.
• Annual subscriptions. You're charged for the remaining time until your next annual renewal. Starting at your next annual renewal, the new user is included in your full annual total.
   

The license count increases automatically when you invite a new user with a paid role (Owner, Admin, Manager, or Team Member). No manual license adjustment is needed when adding users.

When you remove users

Removing a user and reducing your license count mid-cycle generates a prorated credit on your account. This credit reduces the amount owed on your next invoice.

There are two steps to this process, and both are required for the credit to apply:

1. Deactivate or delete the user in the Directory (or change their role to Observer or Inactive).
2. Reduce your license count on the billing page by navigating to Billing > Manage licenses and adjusting the quantity.
    

Deactivating a user alone does not reduce your license count or generate a credit. You must also complete the second step. This is the most common reason users see unexpected charges after removing a team member.
 

Credits work as follows:

• The credit is automatically calculated based on the unused time remaining in your billing period.
• The credit appears as a line item on your next invoice.
• Credits are applied to future invoices, not issued as cash refunds.
• For monthly subscriptions, the credit applies to your next monthly payment.
• For annual subscriptions, the credit applies to your next annual renewal or offsets charges when you add new users.
   

When you upgrade your plan

When you upgrade your subscription plan (for example, from Essentials to Accelerate), you're charged immediately for the prorated difference between your old plan and new plan for the remainder of your current billing period.

Starting at your next renewal, you're charged the full price of the new plan. For detailed steps, see Changing Your Subscription Plan in Ninety.

When you downgrade your plan

When you downgrade your subscription plan (for example, from Thrive to Essentials), the change takes effect at the start of your next billing cycle. You keep access to all features of your current plan until then.

No prorated refund is issued for the remaining time on the higher plan. For detailed steps, see Changing Your Subscription Plan in Ninety.

When credits don't apply

Prorated credits are not generated in the following situations:

• Account cancellations. No prorated refund is issued when you cancel your subscription, as outlined in our Terms and Conditions. Your account remains active until the end of your current paid period.
• Same-day license changes. If you add and remove a license on the same day, the time difference is minimal and may not generate a meaningful credit.
• License increases. When you add users, you pay a prorated charge. Credits only apply when you reduce your license count.
   

How to verify your charges and credits

To review prorated adjustments on your account:

1. Click your profile icon at the bottom of the left navigation.
2. Click Billing from the popup menu.
3. Click Manage Billing.
4. Scroll to the Invoice History section.
5. Click any invoice date to view the full breakdown.
    

Look for line items that show prorated charges (for added users or plan upgrades) and prorated credits (for removed users). Each line item includes the date range it covers, so you can match it to the change you made.
 

Troubleshooting

Issue: Your bill increased unexpectedly after replacing a team member. Solution:

1. Adding a new user triggers a prorated charge for the new license.
2. If you also removed the departing user from the Directory, confirm that you reduced your license count separately on the billing page (Billing > Manage licenses).
3. If both steps were completed and the charge still looks incorrect, review your invoice for line items showing the prorated charge and credit. The credit may appear on your next invoice rather than the current one.
4. If the amounts still don't add up, contact support with your company name and the dates of the user changes.
    

Issue: You removed a user, but don't see a credit on your invoice. Solution:

1. Deactivating or deleting a user does not automatically reduce your license count. Navigate to Billing > Manage licenses and reduce the quantity to match your active paid users.
2. After reducing, the credit will appear on your next invoice.
3. If you already reduced the license count and still don't see a credit, check whether the change happened close to your renewal date. Same-day or near-renewal changes may produce minimal credits.
4. If the issue persists, contact support.
    

Issue: You expected a cash refund but received a credit instead. Solution: Prorated credits are applied to future invoices, not issued as cash refunds. The credit will automatically reduce the amount owed on your next billing cycle. You can view available credits in the Invoice History section of the billing portal.