If you already have unused capacity, you can reduce it directly from Billing → Subscriptions. If all your paid capacity is currently in use, you must first deactivate enough connections to reach the quantity you want.

Different subscriptions count different types of connections:

You cannot reduce a subscription below the number of connections currently using it.

For example:

For WhatsApp Cloud connected to HubSpot, the connection uses Omnichannel capacity.

Viber Business Messages does not consume a regular self-service Omnichannel slot, so it does not count toward the minimum Omnichannel quantity you can select.

If you are unsure which subscription covers a connection, see Subscription Plans Overview.

Before downgrading:

Important: Deactivating a channel frees its slot, but it does not reduce your subscription quantity or price by itself. You must complete the downgrade from Billing → Subscriptions afterward

You only need this step if the number of active connections is higher than the quantity you want after the downgrade.

If you already have enough unused capacity, skip to Step 2: Reduce your subscription quantity.

To deactivate a connection:

The exact deactivation action depends on the channel.

Once deactivated, the connection stops sending and receiving messages through Octopods and no longer counts toward the subscription capacity currently in use.

Deactivating a connection does not cancel or reduce the subscription. It only frees the capacity so you can downgrade it in Billing.

After you have enough unused capacity:

Choose the total quantity you want after the downgrade, not the number of slots you want to remove.

For example, if you currently pay for 5 slots and want to keep 3, change the quantity to 3.

Changing the quantity does not immediately modify the subscription. Octopods shows the billing impact before you confirm.

Before applying the change, review:

When everything looks correct, select Confirm change.

The new subscription quantity applies immediately after the change succeeds.

When you reduce a subscription during a period you have already paid for, Octopods calculates the unused portion of the capacity you are removing.

The billing impact is shown before you select Confirm change.

If a credit is due:

A downgrade does not automatically refund the unused amount to your payment card. The unused amount is handled as account credit.

Octopods does not choose which connections to deactivate for you.

If your target quantity is below the number of connections currently in use, you must deactivate the connections you no longer need before the downgrade can be completed.

After the downgrade:

For example, reducing your Omnichannel quantity does not reduce a separate WhatsApp or Instagram subscription.

If you later need more capacity again, see Upgrading or Adding Channels.

Yes.

Your included messaging allowance is based on your subscribed quantity. Reducing that quantity also reduces your account's included monthly messaging allowance.

If your account has already processed more messages during the current month than the new allowance includes, Messaging Add-on charges may apply.

Before making a large downgrade, especially later in the month, review your current messaging usage.

See Messaging Limits and Included Messages for how your allowance is calculated.

For information about usage above your included allowance, see Messaging Add-ons (Overage Charges).

You cannot reduce a subscription quantity to zero.

If you no longer want the product at all, cancel the subscription instead of downgrading it.

Cancellation is different from reducing capacity and affects all connections covered by that subscription.

See Canceling Your Subscription before continuing.

Some existing or custom subscriptions cannot be changed through the self-service quantity controls.

If your subscription shows Managed by our team under Billing → Subscriptions, contact Octopods Support to request the downgrade.

Do not create another subscription to replace a managed subscription unless the Octopods team asks you to do so.

If you try to set the quantity below the number of currently active channels, Octopods shows an error like: You have 3 Channels active. You need to deactivate at least 1 before you downgrade your subscription plan devices quantity.

The exact wording changes slightly depending on the plan — for example, “WhatsApp Business Channels”, “Instagram Accounts”, or “Slack Workspaces” — but the message always tells you how many active connections you currently have and how many you need to deactivate.

Go back, deactivate the required number of channels, then try the downgrade again.

If Octopods cannot apply the quantity you selected, follow the message shown on the screen.

Common reasons include:

If your requested quantity is below the amount of capacity currently in use, Octopods does not automatically disconnect connections or apply the downgrade.

Your existing subscription remains unchanged until you successfully review and confirm a valid quantity.