This article only applies to customers with a Plan & Payment tab inside their Partner Portal account. If you do not have a Plan & Payment tab inside your Partner Portal account, please reach out to your Customer Success Manager directly regarding your upcoming renewal.
When does my plan renew?
To check when your plan renews, please log in to your Calm Partner Portal and then navigate to the Plan & Payment tab. Your upcoming renewal date will be under the ‘Your plan’ section next to the ‘Next bill date’.
How do I cancel my organization’s upcoming Calm renewal?
To cancel your plan's auto-renewal, please navigate to the Plan & Payment tab within the Calm Partner Portal. Under this tab, you can cancel your auto-renewal by clicking on 'Cancel plan' in red.
Once your auto-renewal has been canceled, your group will continue to have access to Calm's Premium content until the subscription period ends.
I would like to decrease the amount of covered lives for my upcoming renewal.
To downgrade the number of covered lives on your plan, please reach out to the Calm’s Support team here within two weeks from your upcoming renewal date. At that time, please ensure that your eligibility file has been updated to reflect your preferred amount of covered lives.
Please note, that updating the Users tab in the Partner Portal does not automatically change the number of covered lives you are paying for upon renewal.
My Calm for organizations plan renewed with more covered lives than planned.
Updating the Users tab in the Partner Portal does not automatically change the number of covered lives you are paying for. For downgrade requests, please contact the Calm’s Support team here.
I have questions about my pricing or billing.
The cost of your plan is based on the number of covered lives you purchase. Purchasing more leads to a larger discount offer.
When you purchase Calm for your group, the payment method provided at checkout (major credit and debit cards only) is billed as one up-front payment for the full year at the time of purchase. The subscription is activated immediately and set to automatically renew at the end of each annual billing period.
At this time, we only offer annual subscription plans.
If you have more questions, please reach out to the Calm’s Support team here.
I thought I canceled Calm for my group but I still got charged.
To confirm if your plan is canceled, please go to the Plan & Payment tab within your Calm Partner Portal. If you see the ‘Reactivate’ button under this tab, then the group subscription is canceled. If you do not see this button, then the group subscription is not canceled. To cancel your auto-renewal, please click 'Cancel plan' in red. Once a subscription has been canceled, team members will continue to have access to Calm Premium until the current subscription period ends.
If your plan is canceled, and you were charged unexpectedly please contact the Calm’s Support team here.
I need a receipt for my renewal charge.
To download a receipt of a recent charge, please follow the steps below:
- Log in to your Partner Portal Admin account here.
- Navigate to the Plan & Payment tab.
- Find the Invoice column located under the ‘Billing history’ section.
- Click on the cloud icon under the Invoice column to download an invoice.
If you do not see a cloud icon next to the charge in question, please contact the Calm's Support team here.
I want to update the number of covered lives before renewal. Where can I see who is using the app and who isn’t?
In order to protect the privacy of our Calm users, we are unable to provide an exact list of people within your group who have redeemed their Calm benefit.
However, you can see the percentage of eligible people who have redeemed their Calm benefit on the Reporting tab under the metric, 'Signups All Time'. Please note, that the data on the Reporting tab will not populate if you do not have at least 10 people in your group who have redeemed the Calm benefit.
If you would like to downgrade, please reach out to the Calm’s Support team here within two weeks of your upcoming renewal date.
I have more questions about my renewal. Who can I talk to on the phone?
At this time, we do not offer phone support, but we would be happy to help you through email. Please reach out to the Calm's Support team here with any questions you have about your renewal. Please make sure to include your account's ‘Partner Name’ as shown on the Account tab under Account Details as well as your ‘Partner subscribe link’ (Account tab > Account Details).